Getting Smart About Knowledge Management for CX

Authors: Beth Schultz, VP of Research and Principal Analyst A comprehensive knowledge strategy for AI-powered customer experience (CX) means more than just polishing up a content repository. Rather, as this report explores, it requires establishing a detailed plan for capturing, organizing, and sharing information with the goal of optimizing most, if not every, targeted customer interaction. Additionally, it specifies technologies and procedures for providing access to knowledge content, both for customer support and sales agents and self-service customers, while also ensuring continuous improvement, guaranteeing consistent accuracy, and maintaining alignment between knowledge, CX, and artificial intelligence (AI) initiatives.

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Table of Contents

• Introduction
• Delivering a Better Experience for Customer Interactions
• Sources of Knowledge Content
  • Structured vs. Unstructured Data
  • Human vs. AI Agent Access
• Establishing the Knowledge Infrastructure
  • The Centralized Knowledge Hub and Repositories
  • Establishing a Single Source of Truth
  • Maximizing Knowledge Retrieval
  • Gearing Up for Generative AI
• Operationalizing the CX Knowledge Strategy
  • Leadership and Governance
  • Vendor Guidance
• Conclusion
• Working With Metrigy