One of the most pressing issues for business this decade is how to make knowledge workers more productive. In a 2010 article called “The Productivity Imperative,” management consulting firm McKinsey & Company calls out the need for increased knowledge worker productivity as one of the five global forces shaping the future of business and society. In its article, the firm points out that while demand for knowledge workers is continuing to grow, the supply isn’t.

This was validated in the Corporate Executive Board report on the “Future of Corporate IT,” which calls the rise of the knowledge worker and the need for IT to focus on tools for knowledge worker productivity as the number one trend that will change corporate IT over the next five years. The report states that, “More than half the opportunities for IT enablement are at the customer interface or involve business intelligence or collaboration” (versus process automation). These activities are unstructured and dynamic and ask players to make decisions and redefine processes based on the situations at hand, experience and available information.

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