Knowledge Management for Dummies®
eGain 3rd Special Edition | Updated in 2026
Among topics covered:
- The strategic business case: How to make the business case to deploy and/or expand AI knowledge management
- AI knowledge demystified: Concepts and buzzwords in modern knowledge management and AI explained simply
- Use cases that matter: How KM transforms CX, AX (agent experience), and BX (business experience)
- AI & KM synergy: Learn how AI multiplies knowledge value and trusted knowledge is essential for AI success
- AI Knowledge best practices: From planning to launch to ongoing optimization
- Real-world case studies: Success stories from organizations that are winning with knowledge-backed AI
- How to select a vendor: What to look as you select a technology partner
Who Should Read This Book
- CEOs, COOs, and functional leaders across the enterprise
- Heads of customer service, CX, contact centers, AI, and digital transformation
- KM leaders looking to leverage AI and modernize KM
- Anyone else who wants to learn about AI and KM
