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Enterprise Connect Schedule Viewer

Schedule Viewer tool is designed to help you find the sessions and other functions you're looking for at Enterprise Connect 2023.

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In the column to the left, please look under PASS TYPE, and:

  • If you're planning to attend In-Person, please click "Entire Event Orlando", "Expo Plus Orlando" and/or "Tuesday-Thursday Orlando".
  • If you're planning to attend Virtually, please click "Entire Event Virtual" and/or "Expo Plus Virtual".

Click on session titles for full session descriptions. All times noted are in EDT.


Developing Solid Self-Service Requires a Knowledge Management Overhaul

Robin Gareiss  (CEO & Principal Analyst, Metrigy)

Noopur Bakshi  (Senior Director Product Management, Salesforce)

Jim Hickey  (Senior Vice President of Product Management , Five9)

Aaron Rice  (General Manager, CXone Expert, NICE)

Location: Osceola B

Date: Monday, March 27

Time: 9:00 am - 9:45 am

Pass Type: Entire Event Orlando - Monday-Thursday - Get your pass now!

Session Type: Session

Track: Contact Center/Customer Experience

Vault Recording: TBD

A growing number of companies are implementing new technologies, including virtual assistants, Natural Language Processing (NLP), and predictive analytics, to improve their customer self-service capabilities. But before rushing into the new technology deployments, it's vital to take a giant step back and revamp the knowledge management base. Most companies' knowledge management systems are woefully out of date, in terms of both content and technology.

Knowledge management serves as the foundation for both internal and external information, ranging from product details to employee benefits to IT support. In this session, a top analyst will lead a panel of experts in discussing the latest improvements in knowledge management (i.e., adding artificial intelligence and automation) and how these tie directly to improved customer service and business success metrics. You'll leave this session with a clearer view of how updating your knowledge management systems can improve your self-service capabilities.


  • What is the current state of knowledge management systems at many enterprises, and how can it be improved if not overhauled completely?
  • What priorities in knowledge management upgrades should you set to get quick wins and greatest impact for self-service systems?
  • What role can AI and automation play in improving knowledge management?
  • What metrics should you use to measure the success of your efforts in this area?