As CEO of eGain, I’ve spent the better part of two decades watching enterprises grapple with technology adoption challenges. But the recent MIT study from the Nanda group has crystallized something I’ve been observing in boardrooms across the Fortune 2000: while 95% of AI initiatives are failing to deliver meaningful ROI, there’s one glaring exception...| eGain
Traditional learning and development programs have long served as the backbone of employee onboarding and ongoing education. However, in today’s rapidly evolving workplace, L&D teams are facing unprecedented challenges that require innovative solutions. The answer lies not in replacing traditional training, but in complementing it with AI-powered knowledge management systems that deliver real-time, contextual guidance...| eGain
Discover how the powerful combination of GenAI and knowledge management is solving the customer service industry’s biggest challenges while delivering measurable business results. Customer service is in crisis. Despite US companies spending a staggering $102 billion on training in 2023 alone, the industry faces unprecedented challenges: 50% agent churn rates, training materials becoming obsolete before...| eGain
The customer service landscape is undergoing a seismic shift. Within just two years, every business has become an “AI business” by necessity, fundamentally transforming how we operate, serve customers, and think about efficiency. But here’s the catch that many organizations are discovering the hard way: AI is only as good as the knowledge you feed...| eGain
Executive Summary Financial services organizations face an unprecedented regulatory landscape, with compliance failures resulting in billions in fines annually. The integration of artificial intelligence technologies has created new opportunities for efficiency while simultaneously introducing novel compliance challenges. This white paper examines how intelligent knowledge management systems, anchored by a single source of truth (SSOT), serve...| eGain
Done right with the backing of a trusted AI knowledge hub, self-service can help slash customer service customer service cost dramatically while scaling service cost-effectively and elevating the brand| eGain
Want to know what eGain solutions can do for you? Get in touch with our team of experts.| eGain
Customer Engagement, Experience, AI Trends & News| eGain
Introduction: The AI Revolution’s Unintended Consequence Enterprise automation has created an unexpected operational challenge. While self-service AI agent technology handles an increasing proportion of routine customer inquiries and delivers measurable efficiencies, it has simultaneously transformed contact centers into high-pressure environments where agents exclusively manage the leftovers – complex, emotionally charged interactions. The financial implications are...| eGain
The Promise That Fell Short AI Co-pilots promised transformative improvements for contact centers, yet most enterprises still struggle to realize significant value. With Gartner projecting that 60% of poorly grounded AI initiatives will be abandoned by 2026, CX leaders must urgently rethink their approach. Despite significant effort and investment, trust is limited, adoption remains low,...| eGain
In today’s rapidly evolving business landscape, the promise of Generative AI to transform customer service operations has captured the attention of executives across industries. However, as many organizations have discovered, there’s a significant difference between experimenting with GenAI and successfully implementing enterprise-ready solutions that deliver measurable ROI. At eGain, we’ve observed a consistent pattern: businesses...| eGain
In today’s competitive business landscape, the success of a merger or acquisition hinges on how quickly two companies can act as one unified entity. While systems may take months or years to integrate, customers and stakeholders expect a seamless experience from day one. This disconnect creates one of the most challenging aspects of any merger:...| eGain
Introduction: The Dawn of a New System of Record Enterprise architecture has historically centered around critical systems of record—ERP for financial data, CRM for customer relationships, HCM for employee information. These foundational platforms have powered enterprise operations for decades, establishing the guardrails and frameworks that enable reliable business processes. Today, we stand at the cusp...| eGain
eGain’s leading AI knowledge platform tackles this problem systematically with GenAI, based on a fundamental insight: knowledge flows naturally through conversation and collaboration| eGain
In the emerging knowledge economy, AI-powered KCS implementation may well be the difference between market leadership and obsolescence| eGain
The KCS-verified edition of the eGain AI Knowledge Hub, working in conjunction with the eGain AI Agent, offers a comprehensive solution for organizations looking to transform their knowledge management strategies| eGain
Key lessons from real-world AI projects in customer service automation. Learn how knowledge management unlocks Gen AI’s full potential for CX improvements.| eGain
With AI set to redefine customer service, the companies that act fast will emerge as leaders in their industry.| eGain
The #1 knowledge-powered customer engagement platform for enterprise and government| eGain
eGain and BenchmarkPortal agent survey 2022 finds the state of agent experience (AX) and customer service knowledge in US contact centers.| eGain