Enterprise knowledge bases are the invisible infrastructure that drives every critical business operation in financial services. When customer service representatives answer questions, when compliance officers validate procedures, when advisors guide clients through complex transactions—they all rely on institutional knowledge to do their jobs correctly. If that knowledge is out of date, missing, or conflicting, the…

Published on: October 20, 2025Author: John Copeland

Digital transformation

Knowledge management

A $3 Billion Wake-Up Call: Why Financial Services CCOs Must Rethink Knowledge Management Security

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…

Published on: October 17, 2025Author: John Copeland

Digital transformation

Knowledge management

The Hidden Security Crisis in Your Enterprise Knowledge: Why Traditional Collaboration Platforms Are Putting Your Business at Risk

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….

Published on: October 17, 2025Author: John Copeland

AI CX Automation

Artificial Intelligence

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 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…

Published on: October 10, 2025Author: Ashu Roy

Artificial Intelligence

Knowledge management

Why Hybrid AI is Critical for Enterprise Knowledge Management

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…

Published on: October 7, 2025Author: eGain

Knowledge management

Transforming BPO Operations: How AI-Powered Knowledge Management Drives Success

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….

Published on: September 23, 2025Author: eGain

AI CX Automation

Closing Strong: eGain’s Q4 2025 Results Showcase AI CX Automation Momentum

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%…

Published on: September 5, 2025Author: Eric Smit

Artificial Intelligence

Customer experience

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 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…

Published on: August 29, 2025Author: Ashu Roy

Artificial Intelligence

Knowledge management

AI Knowledge Management – The Essential Complement to Training the Digital Workforce

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…

Published on: August 22, 2025Author: eGain

Artificial Intelligence

Customer service

The End of Agent Burnout: How GenAI + Knowledge Management Creates Instant Experts in Customer Service

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…

Published on: August 22, 2025Author: eGain