*** MEDIA ALERT ***
DMG Consulting Releases 2025 – 2026 Knowledge Management for the AI-Enabled Enterprise
From support function to central lever for enterprise agility, trust, and responsible AI-enabled transformation
Who: DMG Consulting LLC, a leading provider of contact center and back-office
market research and consulting services
What: Releases 2025 – 2026 Knowledge Management for the AI-Enabled Enterprise Report
When: Today, 19 January 2026
Where: Available at the DMG Consulting online store
Background:
DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services, today released its 2025 – 2026 Knowledge Management for the AI-Enabled Enterprise Report. This edition reflects a pivotal shift: knowledge management (KM) platforms are no longer static repositories; they are intelligent, multimodal engines powering enterprise-wide artificial intelligence (AI), customer engagement, and agent enablement.
2026 will be a great year for knowledge management (KM). KM platforms are experiencing unprecedented growth, propelled by enterprise demand for AI-driven innovation, cloud scalability, and the need for real-time decision support for customers and employees. Vendors across CRM, CCaaS, WEM, and ERP are deepening their KM capabilities or integrating standalone platforms as knowledge management solidifies its role as a core business function and foundational enterprise application.
In today’s enterprise, knowledge is orchestrated. KM systems have evolved from passive repositories into dynamic, AI-powered platforms that deliver curated, compliant, and context-aware guidance in real time. They now function as a coordinating and foundational framework for CX, EX, CRM, and AI systems, supporting decision-making, accelerating resolution, and personalizing experiences at scale. KM platforms are essential for enabling the real-time contact center—where speed, accuracy, contextual relevance, and guardrails are a requirement—and the proactive contact center of tomorrow, where AI anticipates needs, surfaces insights, and orchestrates next-best actions preemptively.
Whether powering self‑service portals, guiding agents through complex workflows, or enabling employee onboarding, KM has become a strategic interface that reduces friction and adapts to user behavior. It connects platforms, workflows, and departments into a unified knowledge ecosystem that flows across silos and evolves with the enterprise. “As organizations pursue real‑time personalization, operational agility, and AI adoption, KM becomes more than a delivery layer: it’s a governance core, ensuring compliance, curating trusted sources, and managing the inputs and outputs of AI systems,” said Donna Fluss, President of DMG Consulting. “In this role, KM lays the groundwork for scalable and responsible AI practices, connecting people to the information they need to act, decide, and succeed.”
DMG Consulting’s 2025 – 2026 Knowledge Management for the AI-Enabled Enterprise Report examines the KM market, competitive landscape, technology, products, functional capabilities, and the business, servicing, and market trends that are driving adoption and innovation. It features five leading and contending vendors—KMS Lighthouse, Knowmax, livepro, NiCE, and Shelf—whose solutions span customer-facing, agent-facing, and enterprise-wide use cases. The report is designed to help organizations identify and select the KM solution best suited to their current needs and future state, especially as they prepare for hybrid teams of human and AI agents.
To learn more about the 2025 – 2026 Knowledge Management for the AI-Enabled Enterprise Report, visit the site, or contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. To order your copy of the Report, visit dmgconsult.com.
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