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Matt Blumberg, CEO of Acrolinx, shares insights on leading with AI, balancing tech and creativity, and ensuring content quality and compliance.

As enterprises scale AI-generated content, the pressure to stay compliant, consistent, and brand-safe is rising. Without proper governance frameworks, even the most advanced AI can produce hallucinations, misinformation, and non-compliant messaging. Employees are using AI at work whether their leaders know it or not. In fact, recent data from McKinsey found C-suite leaders projected only 4% of employees were using generative AI for at least 30% of daily work, when in reality, 13% of employees were using AI at that level.

Enterprises operating globally are confronting myriad AI-related rules, such as the growing patchwork of U.S. state laws and a countdown to further EU AI Act enforcement actions. CIOs and their businesses are finding it hard to navigate the fragmented regulatory environment. Nearly three-quarters of senior leaders say inconsistent terminology and phrasing pose compliance challenges, according to an Acrolinx survey published this month.

The world has been captivated by the sheer magic of generative AI. In what felt like an instant, we were handed a technology capable of creating endless streams of enterprise knowledge — from customer support scripts and detailed technical manuals to entire marketing campaigns and even lines of code. The first phase of this revolution was one of chaotic, yet thrilling, experimentation. But the novelty is giving way to a stark reality: Creating an avalanche of information isn’t a strategy. It’s a liability.

This issue intends to focus attention on the innovative vendors that are infusing their offerings with AI and related technologies. These companies represent the vanguard of innovation in AI-powered KM. They present pioneering solutions that not only address long-standing challenges in organizing and accessing organizational knowledge but that are fundamentally changing how enterprises conceptualize knowledge as a strategic asset. We invite you to explore the companies on this list to understand why they stand out.

Today, customer service plays a defining role in how individuals perceive a brand. A single bad experience with an AI agent could mean a lost customer for good. But when done right, AI is also an opportunity for brands to deliver a satisfying customer experience. So, where’s the disconnect? It comes down to the foundation. Without high-quality content and a strong governance framework, AI agents fall short, putting both the customer experience and your brand reputation at risk. Getting it right ensures every interaction not only ends with a delighted customer, but is also safe and aligned with your brand guidelines.

Here’s what I’ve been telling leaders: customer service is no longer just a support function — it’s a brand differentiator. To truly deliver a memorable AI-powered customer experience, it starts with high-quality content. Why? Because an AI chatbot is only as good as the content it‘s trained on. This is where content governance comes in, providing a framework to ensure that AI chatbots follow brand policies, guidelines, and tone. As chatbots become the voice of brands in many customer interactions, it’s also essential to make sure they’re saying the right things.

The pace of AI development today outpaces the talk of governance. So, how are the companies using and building AI products navigating governance? They are writing their own norms to nudge AI use while protecting customer data, mitigating biases, and fostering innovation. And how does this look in practice? I spoke with leaders at Salesforce, Zendesk, Acrolinx, Sprinto, and the G2 Market Research team to find out.