What do you think the future holds in terms of knowledge management and use in marketing applications?
The future holds great success in terms of knowledge management and use in marketing applications. There are currently partial solutions for knowledge management in applications, and with further studying and experimenting; there can be a full solution. Customer service and automation of marketing processes can be applied through the applications. There is a vision of what such a solution would look like. We have all of the technology available, hard work just needs to be put in to the challenges of automation and integration. Applications can provide the customer with an individualized screen displaying information specifically for that consumer, this allows for easier and less confusing interactions. Companies have considerable information about customers and can use it in ways that have a good chance of being productive.
Think about your own Internet experience, can you think of a specific encounter in which information or knowledge clearly improved your interaction with a human agent? Can you think of an encounter in which the human agent lacked the information or knowledge to make your experience satisfactory? Be prepared to discuss both positive and negative experiences and what could have transformed negative encounter into a positive one.
An internet experience I had was when I was looking for a fragrance similar to one that I had previously purchased, but I didn’t want to purchase they same brand again. I looked for information online to see what category my fragrance was in, whether it was floral, woody, oriental, or fresh. I was able to see what perfumes might be similar to my current one. When I went to the store, I was able to tell the sales person that I was looking for a floral perfume. I was able to see if what they showed me was what the Internet suggested for me. At times I feel that the human agent did not provide as much information as the Internet did, but at least I had an idea of what I wanted from what information the Internet provided me with.