Veteran speakers and thought leaders shared their experience and insights on AI and machine learning, building high-performing teams, resetting organizational culture, the next generation of KM, and more on KM World 2022.
Industry leaders shared insights on KM during their panel on Tuesday with Ronan KirbyChief Customer Officer, Starmind; Doron GowerChief Solutions Architect, KMS Lighthouse; james morrisSenior IT and Solutions Architect, Semaphore by Marklogic, Smartlogic.
Kirby shared the value of democratizing knowledge at scale and how to save $71 million by making it easier for employees to access real-time knowledge across the organization.
You can never fully document what someone knows, Kirby explained. Only 20% of an organization’s knowledge is documented.
“How do you capture undocumentable knowledge? Kirby asked.
How can you unleash the power of what people know, beyond what’s documented to be accessible through federated search?
Using the power of AI, Starmind users unlock undocumented and inaccessible knowledge in real time within the organization, Kirby said. A great AI engine will dynamically learn and unlearn in real time to expose tacit knowledge outside of people’s personal and professional networks as people become more distributed in a hybrid work environment.
Gower shared details from Forrester’s “Total Economic Impact Report” on the cost savings and benefits of implementing KM, as well as how KMS Lighthouse saved a customer $2 $.2 million in call center and digital operations costs.
Organizations are struggling to find the right answer to the right questions as information continues to flow into businesses. They need to find the right person with this information at the right time. You need the flexibility to deliver answers anywhere, anytime, Gower said.
Forrester’s report found that by using KMS Lighthouse knowledge management, the call center’s average handle time was reduced, digital channel handle time was also reduced and this organization was able to streamline onboarding new employees.
“The key methodology should be that employees can find the information they need so they don’t have to rely on other employees to get what they need to do their jobs,” Gower said.
Morris shared three trends and case studies that illustrate the value of knowledge sharing.
“The more context we can provide through this data, the less we need to read into documents,” Morris said.
The first trend is data agility, Morris noted. Metadata is what makes data meaningful. Forward-thinking data strategies must be metadata-centric to surface critical information, make data valuable, usable, secure, and trustworthy. Active metadata makes data management processes smart and dynamic.
The second trend is taxonomy-database partnerships and the third trend is “document revenge,” Morris explained.
“I just don’t need the data, I need the context,” Morris said.
KMWorld returned in-person to the JW Marriott in Washington DC November 7-10, with pre-conference workshops being held November 7.
KMWorld 2022 is part of a unique program of five co-located conferences, which also includes Enterprise Search & Discovery, Office 365 Symposium, Taxonomy Boot Camp and Text Analytics Forum.