This study reveals ways in which data stores and knowledge management critically enhance CX and drive revenue amid the evolving AI landscape.
September 3, 2025 – Research and advisory firm Metrigy has released its Data & Knowledge Management for CX: 2025-26 research study, conducted in May with 393 participating firms across 11 countries. This research explores data use and knowledge management practices for supporting AI initiatives for customer experience.
For many organizations, generative AI has been a much-needed wake-up call for improving their data posture and approach to knowledge management. Messy, hard-to-find data; limited, rigid storage capacity; siloed and fragmented knowledge bases—such are but a few problems that limit, if not prohibit, the effective use of AI for customer experience improvement.
“A well-thought-out knowledge content strategy is critical when implementing AI to assist agents during customer interactions and support customers as they engage through a self-service channel. While this is widely understood today, there is work to be done—36% of companies studied said they’re only able to deliver a better experience using knowledge content sometimes, vs. consistently,” said Beth Schultz, VP of Research and Principal Analyst at Metrigy.
The Data & Knowledge Management for CX: 2025-26 research study explores how CX, IT, and other business leaders are rethinking data and knowledge management for the new age of AI. Topics include:
– Where companies are today with their knowledge management systems, where they need to be, and how they’ll get there
– How LLMs, RAG retrieval systems, and other advancements are changing knowledge management for CX
– Technologies and strategies driving success
The full Data & Knowledge Management for CX: 2025-26 research study is available now. To download a copy and learn how to optimize your Data & Knowledge Management for CX strategy, please visit www.metrigy.com.
