The white paper Roadmap to Intelligent Knowledge Management outlines how organizations can capture, circulate, and optimize knowledge to empower employees in the flow of work. It identifies key challenges such as information silos, lack of analytics, high support turnover, and weak self-service systems. The roadmap includes four steps: establishing a knowledge foundation through KCS practices, delivering content directly within workflows via AI-powered search, monitoring behavior and success with analytics, and fostering continuous improvement by addressing content gaps. By unifying knowledge, leveraging AI, and building a collaborative culture, companies can enhance productivity, reduce churn, and create resilient, scalable digital workplaces.

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