Everyone is talking about AI, but many organisations overlook the most important element of a successful AI strategy: knowledge.

Join Ben Wood, 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 from Vivobarefoot, demonstrating how a structured knowledge strategy can reduce repetitive enquiries, improve customer experience, and prepare an organisation for AI-driven support