As we close out the year and start to look forward to the new challenges of 2012 I want to take a look at what will be Hot in Knowledge Management (KM). In other words what will be the trends in KM as we enter into and progress through the year 2012? Here are a few trends in what I believe will be relevant in KM through the next year:
- KM in the Cloud
: Leveraging and continuing to evolve cloud environments and mobile devices to capture, collaborate, and share knowledge
- KM in HR
: As the baby boomers retire and the workforce becomes more transitional human resource departments and organizations will leverage knowledge management to capture relevant worker knowledge before it leaves; understand who are the key knowledge holders and where new knowledge for innovation will come from
- KM in Customer Relationship Management and Service
: Customer facing organizations across all industries (Financial, Retail, Insurance, Healthcare, etc.) will look to knowledge management in order to get knowledge to the customer service rep or directly to the consumer in a timely (close to real-time) manner in order to make better decisions, improve the customer experience and increase revenue
If you know of other KM trends for 2012 and/or want to comment on the ones I have posted, feel free.
I look forward to hearing from you.
HAPPY NEW YEAR!!!!
Labels: Customer Service, KM in HR, KM in the Cloud, KM Trends 2012, Knowledge Management, Talent Management