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Knowledge Management Gartner Market Guide | Selecting Vendors

Gartner Market Guide for Customer Service Knowledge Management Systems

“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! *.

Capability Categories and Technology Elements of Customer Service Knowledge Management System

“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
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