A DAY IN LONDON | SEP 25, 2023








eGain’s annual conference is back! Time to gather, brainstorm, solve and get ideas for your generative AI, customer engagement, and knowledge management initiatives!
The Brewery,
52 Chiswell St, London


How can you increase your odds of success in Customer Engagement?
The answer lies in the Experience Triad — CX, AX, and BX — customer experience, agent experience, and business experience. You need all three to deliver good DX!

Photo of Ashu Roy
CEO, eGain

Ashutosh Roy, eGain’s co-founder, Chairman and CEO, has served as Chief Executive Officer and Chairman of eGain since 1997. From 1995 through 1997, Mr Roy served as Chairman of WhoWhere? Inc., an Internet-service company he co-founded.

Head of Customer Service Strategy & Transformation, ALD Automotive

Responsible for the development and delivery of ALD Automotives Customer Service Strategy. Paul is passionate about making things simple and frictionless for our advisors, whilst giving them the tools needed to delight our customers.

Photo of Paul Griffin

Head of Talent & Learning, ALD Automotive

Leading the Knowledge Management Team, harnessing the value of knowledge and digital tools to improve the experience for our colleagues and customers. Experienced in influencing strategies to bring together people development and knowledge management to create a powerful offering.

Photo of Kerry Bryant

Photo of Stacy Young
Head of Knowledge Management, BT / EE

Stacy is responsible for knowledge management and customer comms across BT Consumer, providing guided help and article-based knowledge to 12k Advisors across BT, EE and Plusnet call centres.

Head of Digital, Service Delivery, Cargo, People, Cathay Pacific

Priya is an experienced executive with a successful track record of leading digital transformation initiatives. With expertise in digital products and services, process improvement, change management, and cross-departmental collaboration, she understands how to leverage technology to drive business performance, operational excellence, and productivity.

Photo of Priyatha Menon

Photo of Ido Namir
Partner, Portfolio lead – Human Capital and Knowledge Management, Deloitte

Ido has 20 years of extensive experience in consulting for organizations and companies all over the world. Ido specializes in development and execution of result driven knowledge management initiatives which include strategy development, business process modeling, system requirements definition, design and implementation, content management strategies, integration, analytics enabled insights, change management, risk management, mentoring and more.

Head of Retail Customer Operations, First Central

A highly experienced professionally accredited Financial Services leader with extensive experience in strategic planning, commercial delivery, organisational design and transformation, management and delivery of multi-faceted projects and a desire to continually develop whilst driving excellent outcomes, working to exacting standards.

Photo of Andrew Smith

Photo of Andy Hall
CI Manager, RSA

Experienced Change Manager with a demonstrated history of working in the insurance industry. Skilled in Analytical Skills, Microsoft Excel, Mentoring & Coaching, Project Management and Anaplan.

Product Owner and Business Analyst, Tryg

Since 2006, Trude has been working for Tryg in various roles, primarily centered around Contact Centres. Currently holding the position of Product Owner for eGain at Tryg Insurance Nordic (Denmark, Norway, and Sweden), they also serve as a Business Analyst for Contact Centre solutions within Tryg Norway. After years of experience with eGain, they have amassed a wealth of knowledge regarding the system and its potential applications within Tryg.

Photo of Trude Gundersen

Sunday, September 24

6:00 – 8:00 pm

Drinks & DinnerFOOD MENU

Monday, September 25

8:30 – 9:40 am

Breakfast & DemosFOOD MENU

Lower Sugar Room Queen Charlotte
9:15-9:30 Chatbots Everywhere:
Q&A with boohoo
Will Elwell
Modern Knowledge Management for the Contact Center
TKC Digital
Tinky Bart

9:45 – 10:30 am


From Transformers to Transformation

Ashu Roy, CEO, eGain

10:30 – 11:00 am



Digital CX, Knowledge Management, and AI at Tryg with eGain

Trude Gundersen

11:00 – 11:30 am


ALD Automotive

Our Knowledge Journey

Paul Griffin and Kerry Bryant

11:30 – 11:50 am


From Solve to Guide and Coach: The Next Frontier of Knowledge + AI

Evan Siegel, VP, Financial Services AI Solutions, eGain

12:00 – 1:25 pm

Lunch & DemosFOOD MENU

Lower Sugar Room Queen Charlotte
12:30-12:45 Knowledge Analytics Made Easy
James Hunt
How We Hub
Meenakshi Sharma


Knowledge Personalisation Made Easy
Ron Reich

1:00-1:15 Connected Experiences Made Easy with BYOx
Varsha Thalange
AI Guided Process Recipes
Dave Needham


Connected Experience
Varsha Thalange

1:25 – 2:00 pm


Knowledge Management Solution @ Cathay

Cathay Pacific

Priyatha Menon


Ido Namir

2:00 – 2:30 pm


First Central

Redefining Customer Experience and Operational Performance with AI and Knowledge

Andrew Smith

2:30 – 3:00 pm



Digital CX Transformation at RSA with eGain

Andrew Hall

3:00 – 3:30 pm


British Telecom

EE and Omnichannel Knowledge with eGain

Paul Anderson

3:30 – 5:45 pm

Drinks & DemosFOOD MENU

4:00 – 5:30 pm


Generative AI at Your Service

Sam Hahn, SVP, Products & Engineering, eGain

Ian Jones, Head of Strategic Solutions, eGain

Arvind Gopal, VP, Product Management, eGain

James Hunt, VP, Product Management, eGain

Varsha Thalange, Sr Director, Product Management, eGain

Eric Anderson, Senior Principal Product Manager, eGain

people say

Solve22 Conference as always, it was very engaging, educational & an exceptional team


So impressed with what the @eGain team has put together for the conference #egainsolve22


79% deflection rate with self-service at Tampa Utility on eGain’s platform. Impressive! #Solve22


Food and

A fabulous venue and free food all day!


Food Menu

Sunday, September 24

Drinks and Dinner


  • Beer & wine

Food station – India

  • Murgh makhani, BBQ tandoori chicken, butter sauce, fresh ginger, coriander, pomegranate seeds
  • King prawn moilee, South Indian coconut & king prawn curry, fresh curry leaves
  • Creamy black lentil dahl (V)
  • Basmati rice (V)
  • Garlic naan bread (V)
  • Poppadum (V)
  • Raita & mango chutney (V)


  • Dark chocolate & orange decadence, mandarin sorbet, cocoa nib shard & orange soil (V)
  • Steamed malt & barley pudding, yeasted tuille, malt sauce & a ginger biscuit ice cream (V)

Monday, September 25

  • Cinnamon porridge with apple & blackberries (VE)
  • Assorted Autumn fruit Danishes & croissants (V)
  • Banana, blackberry & yogurt smoothie (V)
  • Pear, oat milk & apple juice (VE)
  • Tea & coffee


  • BQ short rib mini slider, mature cheddar, The Brewery burger sauce, dill pickles
  • Crispy bacon, English toasted muffin, soft quail egg, hollandaise sauce
  • Peas, broad beans, vegan feta, spicy seed salad on a garlic croute (VE)
  • English strawberry & sugar floss (V)

Food Stall

  • Barbecued watermelon, watercress & radish, vegan feta, red chicory leaves, dukkah & watermelon dressing (VE)
  • Black pepper tofu, herby couscous, spring onions & cashew nut crumb (V)
  • Thai vegan chicken massaman curry, Asian vegetables with steamed rice & crushed peanuts (VE)
  • Beer battered Baja style fish taco, Mexican slaw, mango & chili salsa, fresh coriander
  • Korean barbecued aubergine donburi bowl, dressed brown rice, Asian pickles, edamame beans, beansprouts & coriander (VE)
  • Breaded chicken katsu bao bun, Asian slaw, pickled red onion & chili, spring onion & coriander


  • Rhubarb and custard open macaron, white chocolate custard, rhubarb jelly & ice cream (V)
  • Dark chocolate & orange pannacotta, passion fruit gel, raspberries, blood orange sorbet & olive oil crumble (VE)
Beer & wine
  • Crispy bacon, English toasted muffin, soft quail egg, hollandaise sauce
  • Squid & prawn mini slider, Bloody Mary chutney and dill pickles
  • Peas, broad beans, vegan feta, spicy seed salad on a garlic croute (VE)
  • English strawberry & sugar floss (V)

Sorry, registration is closed!

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