Embedding KCS Expertise and Leveraging AI for Content Improvement

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The chapter discusses the importance of embedding KCS expertise in every functional group at ADP and leveraging AI to improve the maintenance and findability of content. It highlights the role of knowledge managers in providing reliable content for AI and the potential of personalized experiences and alternative knowledge delivery methods. The speakers also mention the roadmap for omni-channel delivery and componentized content, emphasizing the ongoing focus on making the user experience effortless.

Enterprise Knowledge CEO Zach Wahl speaks with Reginald Adams, Director of Information Development at ADP. ADP offers industry-leading online payroll and HR solutions, plus tax, compliance, benefit administration, and more. With over 10 years of experience in Knowledge Management, Reginald has worked in a variety of industries before coming to ADP.

In conversation with Zach, Reginald emphasizes the importance of continuous improvement in Knowledge Management. He compares managing knowledge to tending a garden, where there is always work to be done, such as removing weeds and making improvements. He also discusses the need to educate stakeholders about the evolving nature of knowledge and the importance of consistent adjustment and refinement.

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