The current digital-first business environment proves that knowledge is the backbone of organizational efficiency and customer success, not just an asset. Meanwhile, Gartner predicts that by 2026, AI-powered knowledge management will reduce resolution times by 30%, making it a must-have for enterprises looking to stay ahead of the competition. Simply…
AI adoption is transforming industries, promising smarter workflows and better decision-making. But beneath these advantages lies an often-overlooked issue—the hidden cost of AI adoption. For CTOs, managing these unseen expenses is essential to ensuring AI delivers its full value without draining resources or complicating operations. What Are the Hidden Costs…
"Despite the challenges of measuring ROI in numerical terms, the value of well-managed knowledge is undeniable as it enhances organizational effectiveness and profitability through retention, innovation, and operational efficiency" ~ Nakash & Bouhnik Enterprises in the current hyper-competitive landscape fail to implement a smart knowledge management strategy. That’s how they…
Customer support costs are skyrocketing. Hiring and training agents, handling rising ticket volumes, and ensuring fast resolutions—all of this adds up. But here's the catch: trimming expenses usually means trimming quality. When companies cut back on support personnel or nudge customers toward wasteful self-service, the end result is increased wait…
It’s the final moments of the FIFA World Cup 2025. The score is tied, penalties are underway, and your country is about to take the deciding shot. Just as the player steps forward—your streaming app crashes. You scramble to reconnect, heart pounding, but nothing works. Desperate, you reach out to…
"The most important thing for a company is to create knowledge—if it cannot create knowledge, it is doomed to failure." ~ Ikujiro Nonaka & Hirotaka Takeuchi Let’s look at the costly chaos of content duplication. Suppose, Mira is a knowledge manager at a MNC. Every day her team works tirelessly…
Agentic AI, AI Agents, Symbiotic AI, Human-in-the-loop Mechanisms - are all such complex yet futuristic terminologies. Let’s be honest - they can leave your head spinning 1000x times faster than one rotation of earth on its own axis. But are they driving real impact for your business today? Maybe. Maybe…
Barry Schwartz, in his book, “The Paradox of Choice: Why More is Less” said, “Learning to choose is hard. Learning to choose well is harder. And learning to choose well in a world of unlimited possibilities is harder still, perhaps too hard.” For decision-makers and decision-influencers like yourselves, choosing the…
Imagine walking into a room with over 200 customer support leaders, all driven by a shared mission—redefining service excellence in the age of AI. That was the energy at Support (re)focus 2025, as top industry minds gathered to exchange groundbreaking insights on Customer Support & Service Excellence. From AI-driven efficiency…
Here’s what a day everything went wrong in customer support as a support manager looks like… You log back into the office on a Monday morning, only to see… The backlog has tripled over the weekend. Your best agents are swamped - already thinking about quitting with frustration and exhaustion.…
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