eGain Corporation
eGain Corporation
Blog Post
  • Happy because we are celebrating the importance of CX but sad about the state of CX. The Forrester CX Index for the US just came out, and the news is not good—customer experience seems to be regressing in the homeland. Here are a couple of key findings from Forrester about 2017 versus 2016: Losses were broader and deeper than gains. Twice as many brands sank as rose. Excellent scores died off, whi...

eGain Corporation
eGain Corporation
Blog Post
  • Contact center agent churn is estimated at 35-45% with US contact centers alone bleeding $10B in attrition costs per year!  As self-service systems get smarter, agents are going to get more complex questions to answer, problems to resolve, and advice to provide. However, even while the world is fast going digital (including things, customers, agent, and the business), their voice-first desktop is ...

eGain Corporation
eGain Corporation
Blog Post
  • George Bernard Shaw famously said that the US and England were divided by a common language. He would not say the same about contact center agents—CSRs in both geographies are in total agreement about the biggest hurdles to providing good customer service. In an industry-first survey of hundreds of agents, contact center agents worldwide cited the following as their top challenges: Finding the rig...

eGain Corporation
eGain Corporation
Blog Post
  • We are pleased to inform you that eGain just debuted in the Gartner CRM Customer Engagement Center Magic Quadrant (CEC MQ) for 2017, appearing as a “Niche Player”. If you are a Gartner client, you can access it on www.Gartner.com. eGain is no stranger to the magic quadrant. We have been a perennial leader in the web customer service MQ. Web customer service is a subset of digital engagement, eGain...

eGain Corporation
eGain Corporation
Blog Post
  • Word from the horses’ mouths: Only 1% of companies deliver “excellent” customer service, per Forrester’s recent CX Index consumer research. The needle hasn’t moved for years and years. How can businesses address this?  I don’t mean to channel the sage advice “Deep Throat” dished out to Woodward and Bernstein—Follow the Money—but it is a logical approach to solving the problem. In fact, we have alr...

eGain Corporation
eGain Corporation
Blog Post
  • It is that time of the year in the US, and to quote President William Jefferson Clinton, “we feel the pain”. Tax season means high stress, missing documents, lots of questions, and to cap it all, parting with money in many cases. Uncle Bob visiting for Thanksgiving was stressful enough, and now it is Uncle Sam. Fret no more! We are making it easier for you to communicate both with the IRS and HMRC...

eGain Corporation
eGain Corporation
Blog Post

AI Everywhere

  • 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 it’s certainly in its hype cycle. John says, “I think it’s in its third hype cycle, and I say that because if you read literature, you hear that there have been two AI winters. Two winters when research budgets were slashed because the ex...

eGain Corporation
eGain Corporation
Blog Post

New blog articles detected.

  • AI Everywhere

    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 it’s certainly in its hype cycle. John says, “I think it’s in its third hype cycle, and I say that because if you read literature, you hear that there have been two AI winters. Two winters when research budgets were slashed because the ex...

  • We like “Artificial” when it comes to intelligence for customer service (no offense to all-natural aficionados!)

    There’s no question Artificial Intelligence (AI) for business is red hot, and AI for customer service is white hot! It could understand customers through natural language processing and answer questions (a classic example is a chatbot or virtual assistant), make intelligent decisions through case-based reasoning—whether it is for precise routing of service requests, the next best step (action, con...

  • Requiem to the vaunted innovation diffusion models of Rogers, Moore, et al!

    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 buyers—innovators, early adopters, early majority, later majority, and laggards, based on characteristics such as financial resources, risk profiles, etc. Geoffrey Moore argued that there i...

  • Happy Holidays and Here’s Our GIFT to You!

    As a customer experience leader or practitioner, what could be a better gift to you than Guided, Innovative, Fast, Transformation (GIFT) of CX? That’s exactly what leading companies in industries such as BFSI (Banking, Financial Services, and Insurance), retail, healthcare, manufacturing, utilities, travel and hospitality, etc. have already received from us in the form of eGain Try+Buy™, a one-of-...

eGain Corporation
eGain Corporation
Blog Post

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