Customer Experience Events, Fall 2021
Join eGain CEO and the CxO of premier client at KMWorld keynote on digital transformation Want to hear about knowledge-powered digital transformation at scale? Join eGain CEO, Ashu Roy, and…
Join eGain CEO and the CxO of premier client at KMWorld keynote on digital transformation Want to hear about knowledge-powered digital transformation at scale? Join eGain CEO, Ashu Roy, and…
The importance of knowledge management in the call center is growing Based on the findings of the TSIA annual report on the state of knowledge management, this is what John…
Businesses pay a lot of attention to their supply and demand chains as they make and take products to market – and for good reason. What they often forget is…
Once upon a time, innovation diffusion models (customer engagement technology included) were based on frameworks from Everett Rogers, Geoffrey Moore, and others. Rogers’ model consisted of groups of adopters or…
AI is in the hype cycle at the moment. Ashu Roy, eGain CEO, and John Connors, Senior Director of Digital Transformation at eGain, believe that AI is not new, but…
If you are a click-and-mortar retailer, why would you not want your cash register to ring loudly on any one of these days? You can even have hybrid blockbuster days…
The pigeons were being their usual selves – happy and doing whatever they do but turned really unhappy on February 10th morning. I’d feel the same way if crowds of…
Yes, without some level of system consolidation in CRM, you’re going to have chaos. However, you don’t want to go from chaos to vendor bondage by rationalizing too much. This…
No, this has nothing to do with James Carville and the Bill Clinton campaign of 1992. This was the message communicated to the business world in a global survey of…