Applying a KM Recommendation Engine at Cognizant

IT consulting organization Cognizant Technology Solutions is transitioning its KM toolkit from the traditional “seek” model, in which employees must proactively search for knowledge, to a “serve” model, in which knowledge is automatically presented to employees when and where they need it. As part of APQC’s 2020 KM Conversations webinar series, Gopalakrishnan Kasiviswanathan, senior manager of KM, Sharmistha Mukherjee, director and head of KM, and Shanthi Sampathkumar, manager of KM, explained how the organization is applying automation to KM, the business impact of this approach, and the challenges and lessons learned along the way.