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…
Hot off the press: eGain is tops yet again in our space in Gartner’s critical capabilities report for the customer engagement center 2025!
Gartner just published the much-awaited Critical Capabilities Report for the Customer Engagement Center for 2025 (client subscription required.) Though not a surprise, we were ranked again at the very top…
Generative AI and KM for Customer Service: BFFs that Assure Mutual Success
Generative AI has reignited interest in knowledge management (KM). KM is not only a BFF for gen AI but a foundational one at that! Gen AI helps KM Gen AI…
7 Ways Modern Knowledge Management Helps Slash Operational Costs
Because of inflation and the conflict in Europe, the economic outlook has been uncertain. Layoffs are rampant and you got the directive from the C-suite to cut operational costs yesterday!…
