Date:  March 31
Time:  2:00-3:00 PM EST

In 2026, regulated contact centers are under more pressure than ever. Regulations are tightening, AI is everywhere, and customer expectations are growing. If your knowledge is scattered across PDFs, SharePoint sites, and product teams, inconvenience isn’t your biggest concern. Fragmented knowledge a compliance risk, a cost driver, and a major contributor to agent burnout.

Join CX thought leader Martin Hill-Wilson, customer strategy thought leader and author of the new “Knowledge Under Pressure” whitepaper, and Fiona Vanderlinde, an Upland Knowledge Management Specialist, for this highly practical webinar on what has to change, and where to start.

What you’ll learn:

• Why “any knowledge base plus AI” is unsafe in healthcare, financial services, utilities, and BPO environments
• What a compliance-first, governed guidance layer looks like, and how it differs from traditional KM
• How to use AI safely with guardrails, SME-in-the-loop, and audit trails that keep regulators onside
• The benefits of guided knowledge: faster time-to-competency, reduced cognitive load, and more resilient agents
• Steps to shift to a single-source-of-truth approach across web, bots, IVR, and agents
• The metrics that prove knowledge is working: efficiency, effectiveness, and risk

You’ll leave with:

• A clear picture of what “good” looks like for knowledge in a regulated, AI-enabled contact center
• A simple diagnostic you can run immediately to identify your biggest knowledge risks and opportunities
• Practical next steps for building a roadmap towards governed, omnichannel guidance

Save your spot to discover how to transform knowledge from a hidden liability into a governed asset that protects your organization — and helps your people do their best work.