Focusing on knowledge management simply as a way to house and share content misses an opportunity to use it as a more strategic element of the customer and employee experience. When knowledge content is fresh, rich and engaging — created with the customer and employee in mind — it can be a powerful competitive asset.  
In this episode of Tech Talks in 20, Harshali Desai, Principal Product Manager, Knowledge, at Genesys, explores how to think about knowledge management from the outside in, balancing the experiences organizations want to deliver through knowledge with the experiences customers and employees expect. She also discusses how reimagining knowledge management can streamline journeys and improve business outcomes. 

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