Today's consumer is more independent and spoiled for choice. With the proliferation of social media, smartphones, tablets, etc., it has become imperative for businesses to adapt to a changing landscape. Customer relationship management (CRM) has gradually evolved from CRM to customer experience management (CXM). One of the priority areas that most organizations are trying to identify, create, distribute and empower is the use of information and the intention to improve the customer experience. Most organizations are turning to knowledge management solutions to help them organize their growth. mountain of information. One of the main areas of interest is finding information hidden in myriad systems, applications and databases. This information, if made available in an organized manner, can lead to an improved user experience, which can be a differentiator in the world of commoditized products. There is hardly any website that does not offer search capability. The search capability is used by the contact center agent to find troubleshooting procedures for customers, with customers using search on websites to obtain product information, product price, etc. Search therefore becomes one of the important channels through which customers seek information. Unfortunately, many organizations ignore this fact, leading customers to abandon their site, ultimately resulting in lost sales. Enterprise research and enterprise knowledge management are the two areas that help organizations in their research capability. Enterprise search is nothing but a large number of pages indexed in such a way that the content can be easily searched. It's similar to Google search where you enter what you're looking for into the search bar and...... middle of paper ...... the knowledge management system can provide dashboards helping organizations to understand what types of knowledge are best. answers customer questions, what types of questions remain unanswered. What are the content gaps and prioritize content creation. It can be concluded that enterprise knowledge management solution can help customers who are looking for specific answers, find an answer and close the deal, as these solutions help to quickly identify the true intent of their query and immediately provide the best result. Organizations should invest in a knowledge management platform that can help their employees, customers and other stakeholders quickly find relevant information, where knowledge continues to expand through collaboration, co-creation and information. This will improve the overall customer experience because the CUSTOMER IS THE KING.