What do you think the future holds in terms of knowledge management and use in marketing applications?
Knowledge management: the systematic process of identifying, capturing, and transferring information and knowledge people can use to create, compete, and improve
As it stands currently, companies have the ability to partially implement knowledge management solutions with the goal of providing a seamless customer experience. In terms of future applications, fully integrated solutions should be the way to go to so that human agents can do their work better, faster, and in a way that provides maximum customer satisfaction, and create automated systems that perform at least as well as the most skilled human agent.
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 a negative encounter into a positive one.