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…
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…
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…
The AI Revolution in Customer Service: Why Your Knowledge Infrastructure Is the Make-or-Break Factor
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…
