The Hidden Asset on Your Balance Sheet: Why CEOs Must Champion Knowledge Stewardship Now
By Ashu Roy, CEO, eGain There's a blind spot in most boardrooms today, and it's costing enterprises their competitive edge in the AI era. Despite decades of digital transformation, most…
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 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…
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…
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,…
The New Enterprise Imperative: Building a System of Record for Trusted Knowledge in the GenAI Era
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.…
eGain AI Knowledge Hub: Transforming Enterprise Knowledge Management with KCS Verification
In today's digital landscape, organizations are drowning in content spread across multiple platforms—SharePoint libraries, Confluence wikis, company websites, and CRM knowledge bases. Yet, when it comes to delivering accurate answers…
Customer Service Automation Lessons from the Gen AI Trenches
AI will revolutionize customer service. According to the McKinsey Global Institute, AI can enhance productivity by up to 45% in customer service operations. However, most AI projects in customer service…
