Knowledge Management in Manufacturing: Navigating Risks and Unlocking Transformational Value
The manufacturing sector faces an unprecedented knowledge crisis. Recent research conducted by APQC in partnership with eGain reveals that organizations estimate an average of 51% of their workforce will retire…
Bridging the Knowledge Gap: How Telecommunications Companies Can Transform Customer Experience with eGain
In today's hyper-competitive telecommunications landscape, customer expectations have never been higher. Yet many telecom providers find themselves trapped in a paradox: despite massive investments in contact center infrastructure and CRM…
Completing the CPG AI Vision: Bridging the Intelligence Gap with eGain AI Knowledge HubTM and AI Agents
Consumer packaged goods leaders face an unprecedented knowledge challenge: harnessing institutional expertise scattered across systems, continents, and millions of daily customer interactions. Industry response has been impressive—Proctor & Gamble investing…
The Hidden Cost of Knowledge Chaos in Healthcare: Why Providers Can’t Afford Fragmented Information
The Patient Safety Crisis Hiding in Plain Sight A patient calls their insurance carrier asking if they’re covered for an ordered procedure. The representative checks their system and answers. Days…
Successful AI Implementations in Financial Services Start With Trusted Knowledge
Enterprise knowledge bases are the invisible infrastructure that drives every critical business operation in financial services. When customer service representatives answer questions, when compliance officers validate procedures, when advisors guide…
A $3 Billion Wake-Up Call: Why Financial Services CCOs Must Rethink Knowledge Management Security
An Open Letter to Chief Compliance Officers in Financial Services The New Reality: When Knowledge Gaps Become Compliance Disasters Dear Chief Compliance Officer, When TD Bank agreed to pay $3…
The Hidden Security Crisis in Your Enterprise Knowledge: Why Traditional Collaboration Platforms Are Putting Your Business at Risk
Executive Summary Enterprise knowledge represents one of your organization's most valuable assets—yet it's also one of the most vulnerable. As companies increasingly rely on collaboration platforms like SharePoint and Confluence…
Learnings From A Brief History of AI and Knowledge Management
Today's AI excitement feels unprecedented—every company racing to integrate large language models, billions in investment, and breathless predictions about transformation. But we've been here before. The current wave of AI…
Why Hybrid AI is Critical for Enterprise Knowledge Management
The rush to integrate Large Language Models (LLMs) into enterprise knowledge management systems has created a dangerous blind spot: the assumption that probabilistic AI can handle all knowledge retrieval and…
Transforming BPO Operations: How AI-Powered Knowledge Management Drives Success
The business process outsourcing (BPO) industry stands at a critical inflection point. With companies managing complex multi-client operations across diverse industries, the pressure to deliver consistent, high-quality customer experiences while…
