Diane Berry

Thoughts from KMWorld – Without Relevance, Knowledge is Useless

Or, why companies are evolving beyond the Google Search Appliance Last week, I had the opportunity to speak at KMWorld 2013, one of the leading events for knowledge management professionals, and I'm happy to say that it was by far the best KMWorld event I've...

Ask a Systems Integrator: What’s next in content personalization?

When it comes to a brand's online experience, personalization is the new mandate. But personalization goes beyond content creation and web content management – it requires advanced planning, strategy and forethought. To discuss the state of online content personalization, we sat down with Paul Pezzano,...

Bridging the M&A Knowledge Gap

As those of us in the technology industry know, mergers and acquisitions are a prevalent part of the business. M&A activity happens in this market every day, and the latest forecast projects an increase in activity this quarter. But what happens after the deal closes?...

Why Knowledge Management Should Matter to the C-Level

Why should executives care about knowledge management, when it's been relegated to a discussion of document management, metadata tagging, content curation, libraries, databases, thesauruses, etc.? Because it is possibly the greatest source of differentiation, competitiveness and value creation for organizations today. It...

Website Personalization: Why Advanced Website Search is the Missing Ingredient

As a marketer, I'm immersed in the age of personalization. We've believed for a long time that personalization matters – and new studies have reinforced this belief. The latest analysis from Hubspot shows that after looking at 93,000 different web pages, those with personalized...

Big Data Hype Reaches Peak: What does Reality Look Like?

Last week, Gartner released its annual Hype Cycle, a report that maps and projects the maturity of hundreds of enterprise technologies. At the peak of a curve that maps high expectations, interest and visibility is a familiar phrase: Big Data. To some in the technology...

Advanced Enterprise Search Today: The Value of Independence

When you're a technology provider, the biggest measure of success is whether you've helped your customer succeed. That's all that matters. And as an advanced enterprise search provider specifically, all that matters is whether you can uncover insights from a wide variety of places...

Big Data’s Side Effect: The Knowledge Drain

Big Data has been talked about in almost every possible context. How it affects various industries, whether or not you can gain insight from it, which companies are actually leveraging it successfully, and so on. Now that many organizations have embraced Big Data...

The State of Website Personalization: Ask a Web Developer

Website personalization has come a long way since the days of Geocities and America Online. But as technologies help companies create a dynamic, personalized online experience, oftentimes projects fail due to poor search results or misguided analytics. To discuss the state of web content personalization,...

From the Harvard Business Review: How a Broken Knowledge Management System Can Be Fixed...

It's easy to fall into a routine at work. We're consumed by a perpetual list of activities; focused on checking off one task and moving onto the next to be as productive as possible. But if you take a step back from your daily routine,...

New Study: The Service Industry’s Trouble with Customer Satisfaction

Providing quality customer service can be a struggle for many companies. But are service providers faced with a unique disadvantage? If you saw last week's American Customer Satisfaction Index (ACMI), you might think so. Specifically, the Wall Street Journal summarized the results from the 2013...

The Perpetual State of a Knowledge Management Project

Last week, I had the pleasure of joining TSIA's VP of Technology and Social Research, John Ragsdale, for a webinar about the state of knowledge management. During his lead-in discussion, John posed a series of questions to TSIA audience members that paint a telling...

The Future of Knowledge Management & Access

Last week, I had the pleasure of giving a TED-style talk on the future of knowledge management at the Technology Services World (TSW) 2013 Best Practices conference in Santa Clara. The event provided an enlightening forum to discuss the future of customer service, including...

Is Data Scientist a DIY Profession?

When popular technologies arrive, in-demand jobs follow – and no job is hotter in the technology world right now than the role of data scientist. So hot, in fact, that the Harvard Business Review coined it as the sexiest job of the 21st century....

Does Your Knowledge Structure Need an Overhaul? Don’t Forget Step One

The cover story of this month's Harvard Business Review examines the current imperfect state of knowledge exchange in the workplace. Written by several consultants at McKinsey & Company, the article states that "competitive advantage today increasingly comes from the particular, hard-to-duplicate know-how of a...

Special Series: Ask the (Social) CRM Experts

Part II: CRM in 2013 We're a few weeks into 2013, and companies are facing a powerful confluence of overwhelming and diverse customer data, tools that provide a greater degree of insight into that data, and a customer base that demands a more personalized, real-time...

Special Series: Ask the (Social) CRM Experts

Part I: Looking Back at 2012 It's nice to have good friends in high places, especially friends who spend their time talking to smart people from great businesses about their strategies, execution and plans, specifically related to customer experience. To begin the New Year, we...

Is the Data Warehouse Dead?

Data warehousing has been around for a long time. It's a key step that many companies took to modernize their infrastructure and house their rapidly growing stores of data. But will 2013 be the last year for the enterprise data warehouse as we know...

Did Big Data Change the Course of History? Or was it Something More?

When it comes to hype and exposure, every week is a big week for Big Data. But rarely – if ever – has such a tool found itself directly in the middle of the mainstream media around the biggest story of the year. In fact,...

How to Truly Listen to Your Customers – through Social Media and Enterprise Content

I had the pleasure of attending a Forbes CMO Network event last month that highlighted the challenges and opportunities associated with a social business strategy. The presentation by Charlene Li of the Altimeter Group was directly in line with the key challenge many top...

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