Everyone is talking about AI, but many organisations overlook the most important element of a successful AI strategy: knowledge.
Join Cal Mulvey, CX Technology Specialist, Alex Eldridge, Value Solution Consultant, and Luke Cuthbertson, Head of CX Consulting, Route 101, alongside industry peers at UKCCF, for an insightful session exploring why knowledge management has become the foundation of modern customer experience, self-service, and AI-powered support.
As customer expectations continue to rise, organisations are under pressure to provide faster responses, seamless self-service, and consistent experiences across every channel. Yet many businesses still struggle with fragmented information, disconnected systems, and knowledge that's difficult for both customers and employees to access.
This session explores how leading organisations are creating knowledge-driven customer service operations that improve self-service adoption, empower agents with real-time information, and provide the foundation needed for AI, virtual assistants, and conversational automation. You'll also hear a real-world example, demonstrating how a structured knowledge strategy can reduce repetitive enquiries, improve customer experience, and prepare an organisation for AI-driven support.
Key takeaways:
- Why knowledge management is critical to AI success
- How self-service improves customer and employee experiences
- Building a knowledge base that works for customers, agents, and AI
- Practical lessons from real customer implementations
- Best practices for creating scalable, future-ready customer service operations
Whether you're exploring AI, looking to improve self-service, or simply trying to help customers find answers faster, this session will provide practical insights you can apply immediately
