Reasons Your Boss Will Be Happy You Attended eGain Solve 22
We have put together our North America event after a gap of two years. And we are glad to say that eGain Solve 22 Conference is an industry event unlike…
We have put together our North America event after a gap of two years. And we are glad to say that eGain Solve 22 Conference is an industry event unlike…
When it comes to CX performance, history repeats and repeats and repeats… itself! The Newsweek listing on America’s best customer service companies and the Forrester US CX Index for 2022…
The Forrester CX Index reports have been sounding like a broken record year after year. Not a single company offered “excellent customer service,” the index dropped, or it barely moved,…
What WFH Challenges Do Contextual Knowledge and Conversational Guidance Solve? Agents When working work from home, agents do not have the luxury of walking over to the proverbial next cube for…
At last count, more than 247K persons had been infected by the novel coronavirus (COVID-19) in 172 out of 195 countries worldwide. More than 10,000 have already died from complications…
Happy because we are celebrating the importance of customer experience, but sad about the state of CX. The Forrester CX Index for the US came out with bad news—customer experience…
It is that time of the year in the US, and to quote President William Jefferson Clinton, “we feel the pain”. Tax season means high stress, missing documents, lots of…
It's about the customer journey, not channel You might remember Steve Perry as a prominent member, if not the leader, of the rock band “Journey.” As you design customer experiences…
Imagine your prospects and customers engaged in meaningful conversations with you across channels of their convenience—Facebook, Twitter, Blogs, Web, Email, Chat, Phone, or Face-to-face. Anytime, Anywhere, Anyway. Imagine all conversations…
In many areas of management it is clear what to measure and what action to take when things go wrong. For example, if a product comes out of a manufacturing…