February 17th, 2015
With so much emphasis on how organizations need to be more human to connect with and satisfy their customers, a new report reveals insight around a Gartner prediction that’s decidedly unhuman: "By the year 2020, customers will manage 85 percent of the enterprise customer relationship without ever interacting with a human."
Quoted in the report, The State of Knowledge Management, the prediction sheds light on the growing self-service economy, while illustrating the importance of knowledge management (KM) across the enterprise.
However, the report, developed by thinkJar Research and sponsored by IntelliResponse, also notes 44 percent of organizations still don’t have a KM initiative in place. Further, it shows that 83 percent of customer experience professionals polled understand knowledge management concepts and tools, but still need to learn more and improve.