Data & Knowledge Management for CX: 2025-26

Author: Beth Schultz, VP of Research and Principal Analyst

For many organizations, generative AI has been a much-needed wake-up call for improving their data posture and approach to knowledge management. Messy, hard-to-find data; limited, rigid storage capacity; siloed and fragmented knowledge bases—such are but a few problems that limit, if not prohibit, the effective use of AI for customer experience improvement. This research study will explore how CX, IT, and other business leaders are rethinking data and knowledge management for the new age of AI.

Table of Contents

• About Metrigy & Study Overview
• Business Success
• CX Knowledge
  • Focus
  • Strategy
  • Content
• Data Types, Repositories, Techniques, Strategy
• AI & Knowledge Approach
• Generative AI & Knowledge Search
• RAG Implementation
• LLM Use
• Knowledge Leadership & Spending
• Where the Customer Data Platform Fits In
• AIOps, Knowledge, CX