ef2b3a99_With_The_New___Forrester_Blogs__Commentary
[Out with the old . . .] Curated knowledge [. . . and in with the new] Social knowledge [Commentary] 
Customers and agents need to be able to create and modify knowledge to ensure that it evolves in line with customer demands.
Customer Service: Out With The Old . . . And In With The New | Forrester Blogs
Commentary