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…
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…
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…
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…
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…
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 some practices that have enabled our Global 1000 clients to achieve up to 90% call deflection while building the brand at the same time! 1….
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…
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,…
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…
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:…
