Closing Strong: eGain’s Q4 2025 Results Showcase AI CX Automation Momentum
As we wrap up fiscal 2025, I'm excited to share results that demonstrate the strength of our AI knowledge platform and the tremendous opportunity ahead in AI customer experience automation.…
Why Customer Experience is the North Star for AI ROI: Lessons from MIT’s Sobering Reality Check
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…
AI Knowledge Management – The Essential Complement to Training the Digital Workforce
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…
The End of Agent Burnout: How GenAI + Knowledge Management Creates Instant Experts in Customer Service
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…
The AI Revolution in Customer Service: Why Your Knowledge Infrastructure Is the Make-or-Break Factor
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…
Mitigating Regulatory Risk Through Intelligent Knowledge Management: The Single Source of Truth Imperative for Financial Services
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…
Customer Self-Service in the Age of AI: The New Best Practices
Customer self-service is considered the “killer application” for AI. However, unless best practices are followed, customer self-service might degrade quickly into customer disservice causing defection instead of delight. Here are…
Elevating Performance: Seven Essentials for Deploying AI Agents in Contact Centers
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…
AI Co-pilots Are Falling Short in Contact Centers: Here’s What Comes Next
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…
Five GenAI Use Cases in Customer Service that can be implemented within Thirty Days
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,…
