The Future of Knowledge Management: Insights from Glean’s Head of Product
Welcome to the latest issue of the AI Community Learning Series – a space to explore how leaders and innovators are reshaping industries with AI. 🚀
With Emrecan Dogan, Head of Product at Glean, we explored the cutting-edge innovations and strategies shaping AI-driven knowledge management. Emrecan shared practical takeaways for businesses looking to unlock productivity and elevate team performance. If you missed it, watch the event recording here.
Here are the key insights and frameworks from the conversation:
1. Revolutionizing Knowledge Management
Imagine having a 24/7 AI-powered assistant—one that acts as both an intern and a chief of staff, always ready with the right answers at the right time. That’s precisely what Glean aims to deliver by connecting seamlessly with an organization’s IT ecosystem. Through its unique enterprise Knowledge Graph, Glean synthesizes and contextualizes vast amounts of data, enabling employees to make informed decisions effortlessly.
One success example Emrecan shared was from a large home improvement retailer managing over 200 R&D initiatives. With Glean’s help, the retailer eliminated inefficiencies in tracking project progress and identifying roadblocks. The result? A staggering $8 million in annual savings and a significant boost in team creativity and problem-solving.
2. Tackling AI Implementation Challenges
Implementing AI isn’t without its hurdles. Common issues like hallucination—where AI generates incorrect information—and managing complex data permissions can deter organizations. Glean addresses these challenges head-on with its robust retrieval-augmented generation (RAG) model. This ensures that every output is factual, citation-backed, and rooted in the organization’s data.
Emrecan explained how Glean’s handling of data permissions is foundational. For instance, in a company with 100+ integrated SaaS tools, Glean synchronizes user permissions across all systems in real-time. This ensures that employees access only the information they are authorized to see, even as roles or access levels change dynamically. This meticulous attention to security and accuracy is what allows organizations to trust and adopt Glean with confidence. Many users report seeing tangible results, such as faster workflows and fewer errors, within just a few weeks of implementation.
3. Measuring ROI in AI Integration
How do you measure the impact of AI? For Glean, it’s all about delivering tangible results. Employees save over 100 hours annually by reducing manual searches and gaining instant access to critical information. New hires, too, benefit greatly, with onboarding times reduced by 36 hours on average. Beyond these efficiencies, Glean empowers teams to create higher-quality outputs—from improved OKRs to more impactful presentations—unlocking their full potential.
For example, a Forrester study highlighted how Glean’s streamlined search capabilities significantly reduced wasted time, translating into millions of dollars in cost savings for large enterprises. Emrecan noted that these hard savings are often complemented by less quantifiable benefits, like enabling teams to tackle creative projects with greater focus and confidence.
4. Amplifying Human Expertise with AI
Rather than replacing human expertise, Glean amplifies it by automating repetitive tasks, freeing employees to focus on creativity and strategic thinking. For example, Glean’s AI-assisted OKR workflow doesn’t just surface relevant goals; it provides progress updates and even drafts new OKRs based on organizational priorities. This ensures employees stay aligned and informed, enabling smarter decisions and more effective teamwork.
One example Emrecan shared involved generating draft OKRs for an upcoming quarter. By analyzing past objectives, team charters, and company priorities, Glean created drafts that saved managers hours of preparation while ensuring alignment with broader goals. Such use cases highlight how AI can elevate productivity by augmenting rather than replacing human input.
5. Building for Adoption and Engagement
Adoption is a cornerstone of Glean’s success. Emrecan attributed Glean’s 93% adoption rate over two years to its consumer-grade design ethos and relentless focus on customer feedback. From day one, Glean engages employees with intuitive tools that make their work easier and more enjoyable. By addressing real pain points, like data sprawl and fragmented workflows, Glean creates a seamless experience that drives widespread use.
A key factor in this success is Glean’s ability to deliver value from the very first search query. For example, new employees often start with basic onboarding questions, such as “What should I do on my first day?” Glean quickly evolves from answering these foundational questions to handling more complex tasks, embedding itself as an indispensable tool across the organization.
6. Advice for Organizations Embracing AI
For organizations hesitant to adopt AI, Emrecan’s advice is clear: Start now. Waiting to organize data or permissions often leads to missed opportunities. Instead, partner with vendors who can work with your existing systems and deliver value incrementally. With Glean, even a focused pilot program can yield transformative results in just a few weeks, paving the way for broader adoption.
Emrecan emphasized that the secret to success lies in selecting vendors who accommodate the realities of your current IT environment. He cited examples where organizations were able to pilot Glean with just a few key use cases, achieving their first “magical moment” of AI-powered productivity within two weeks.
Looking Ahead
Emrecan’s vision for the future is one where AI becomes an invisible yet indispensable part of daily workflows. By acting as an intelligence layer across tools and platforms, Glean empowers teams to collaborate more effectively and achieve extraordinary outcomes. As businesses continue to evolve, the integration of AI will be key to staying competitive and unlocking new possibilities.
👉 Interested in learning more? Explore Glean’s Prompt Library and Customer Case Studies to see these insights in action.
Emrecan’s insights highlight a powerful truth: the future of work is being shaped today. Whether you’re a leader looking to drive organizational change or an individual eager to enhance your skills, AI holds the key to unlocking unprecedented potential.
Learning as an AI Professional
A transformative part of my 2024 has been immersing myself in learning. I've dived into Maven courses to sharpen my skills and embrace the possibilities of AI, including AI Product Management Certification, No-Code x AI Bootcamp, AI Product Design, AI-Supercharged Storytelling & Data Analysis for Leaders and Managers, and Build Your Personal PM Productivity System & AI Copilot.
One of my favorite courses has been How to Scale a Business with AI & Agentic Workflows by the incredible Sara and Tyler. We all know that AI agents and agentic workflows are the hottest topics in the AI world now, and they are teaching me practical skills to implement them!
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As I reflect on 2024, I’m filled with gratitude for the connections, growth, and learning I’ve experienced—and for this amazing community of lifelong learners and practitioners.
Here’s to making 2025 even more impactful, together.
Warmly,
Shyvee