Too often, knowledge management got short shrift over the years. The result at many companies: a disarray of knowledge sources that couldn’t be relied on to provide consistently accurate and contextually relevant information for customer service interactions.
The problem came into sharp relief with the rise of generative AI, which requires the use of large language models trained on trusted data for its success. AI can’t provide contact center agents or customers in a self-service channel with accurate, consistent, or helpful responses if the data is bad.
Based on Metrigy’s latest CX research, it appears that companies have begun addressing the challenge. In our Data & Knowledge Management for CX: 2025-26 global research study, nearly three-quarters of the 393 participating companies said they now have a comprehensive knowledge management strategy for CX.
What should this strategy entail? At a minimum, a knowledge management strategy for CX should comprise these five elements:
- A detailed plan for capturing, organizing, and sharing information to improve every customer interaction
- Established procedures (and technologies) for allowing access to information by internal employees and self-service customers, depending on CX goals
- A means of continuous improvement, keeping knowledge content up to date and filling gaps that develop
- Assurance that information provided is consistently accurate and relevant, in accordance with corporate governance
- Alignment between knowledge, CX, and AI initiatives
- This last point is particularly important, ensuring that different teams are of like minds when it comes to these intertwined disciplines.
