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* Knowledge Management Gartner Market Guide | Selecting Vendors
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KNOWLEDGE MANAGEMENT GARTNER MARKET GUIDE | SELECTING VENDORS
“Knowledge is an underemphasized aspect of experience design and demands a
higher prioritization. Gartner analysts have previously cited knowledge
management (KM) as the #1 technology for enhancing the three main customer
service perspectives of operational performance, CX and employee experience.”1
Gartner, 16 September 2021
CLEARLY, IT IS KNOWLEDGE OR BUST WHEN IT COMES TO CUSTOMER AND AGENT EXPERIENCES
THAT ARE MEMORABLE FOR THE CUSTOMER, EMPOWERING FOR THE AGENT, AND EASY FOR
BOTH. WHAT ARE THE KM MARKET TRENDS AND HOW DO YOU GO ABOUT SELECTING VENDORS?
READING THIS GUIDE FROM GARTNER EXPERTS WILL BE A GOOD START! *.
“By 2025, 70% of virtual customer assistant and virtual agent assistant projects
that lack integration to knowledge management systems will fail to meet their
customer satisfaction and operational cost-reduction goals.”2
Gartner, 20 September 2022
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1 Gartner, Managing the Customer Service Experience, Jim Davies, 16 September
2021
2 Gartner, Market Guide for Customer Service Knowledge Management Systems, Pri
Rathnayake and Drew Kraus, 20 September 2022
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its
affiliates in the U.S. and internationally and is used herein with permission.
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