Level Up Knowledge Management for Customer Service and Support

• Understand the six pillars of modern knowledge management (KM).

• Identify features of mature KM programs and what it takes to implement them.

• Review common mistakes that derail KM modernization efforts.

More than 90% of service and support leaders feel pressure from executives to implement AI, driving renewed focus on knowledge management. Many high‑impact AI use cases — including chatbots, IVRs, IVAs and agent‑assist tools — depend on strong KM as a prerequisite.

AI can also help strengthen KM by accelerating activities such as generating content from customer interactions, deduplicating knowledge repositories and supporting more dynamic ways to organize information. But technology alone is not enough.

Effective KM requires a clear strategy, a strong knowledge‑sharing culture, dedicated roles, formal processes and sound governance. In this webinar, Gartner experts outline the defining characteristics of effective KM programs and the common mistakes that often undermine both KM and AI initiatives.

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