Is your AI strategy failing because your Knowledge Management strategy doesn't exist?

In this episode, you will learn:

- The operational differences between Apple's siloed culture and Google's open information architecture.

- Real-world case studies: Reducing onboarding time from 16 weeks to a fraction of that time.

- The vital distinction between "Just in Case" training and "Just in Time" knowledge.

- How to structure your data (H2s, Q&A pairs) so both AI bots and humans can actually understand it.

- How to overcome internal resistance by answering "What's In It For Me?" for your frontline agents.

In this episode of The CX Files, we are joined by Martin Hobratschk, CEO of Cognita Knowledge Management. With 25 years of experience leading teams at giants like Apple, Google Nest, and IBM, Martin breaks down exactly why Knowledge Management (KM) is the critical foundation of modern customer experience results.

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Save your team dozens of hours per month on the tagging, tweaking, and tuning of results: the tedious part of getting rock-solid search and chat. Your whole org and customer base can now spend way more time on core work. 550+ Helpfeel business customers saw a 50% improvement over their existing vendor and got an average 2.5X return on investment.

Learn more: https://www.helpfeel.com/en/helpfeel-ai

#CX #AI #CustomerService #leadership