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 billion in penalties for AML failures in 2024—the largest penalty ever under the Bank Secrecy Act—it sent a clear message to every compliance executive in…
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 to manage their intellectual capital, they’re unknowingly exposing themselves to significant security risks that could cost millions in breaches, compliance failures, and lost competitive advantage….
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 enthusiasm isn’t the first time corporations have bet big on artificial intelligence to revolutionize their operations. Understanding what happened during the last major AI boom…
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 reasoning tasks. While LLMs like GPT-4 and Claude offer remarkable capabilities, relying solely on these general-purpose models for critical business functions risks consistency, accuracy, and…
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 maintaining operational efficiency has never been greater. The solution lies in harnessing AI-powered knowledge management platforms that transform how agents access, utilize, and deliver information….
As we wrap up fiscal 2025, I’m excited to share results that demonstrate the strength of our AI knowledge platform and the tremendous opportunity ahead in AI customer experience automation. Record-Breaking Quarter, Solid Foundation We closed Q4 2025 with one of our largest deals ever signed this quarter, driving total revenue to $23.2 million—up 11%…
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…
