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Session 204: The Changing Role of Knowledge Management in Supporting the Customer Experience

Pete McGarahan  (Senior Director, Workplace & Collaboration Services, IT , First American Financial)

Location: Session Page in Platform

Date: Wednesday, October 6

Time: 2:00 pm - 2:45 pm

Pass Type: Digital Standard Pass - Get your pass now!

Track: Drive Customer Experience

Session Type: Session

Vault Recording: TBD

The impact of omnichannel technology, coupled with working from anywhere, have significantly changed the traditional knowledge management approach. As technology becomes more automated, bot-driven, self-service-focused and proactive in supporting the customer experience, new KM use cases will be required in order to meet and exceed the customer’s expectations. This session will provide valuable insights on reestablishing best practices for Knowledge Management given the impacting omni-channel world. Discover how to provide a consistent and quality customer experience utilizing the single source of truth while empowering employees with easy, direct access to the information and knowledge they need to be productive.