For companies looking to implement AI to drive customer experience improvements, availability of and ready access to knowledge content is critically important. After all, AI assistants, whether agent- ...

Join our daily and weekly newsletters for the latest updates and exclusive content on industry-leading AI coverage. Learn More The internet has put the whole of human knowledge at our fingertips.

Whether supported by web self-service, humans or bots, today’s customer experiences are made or broken on the knowledge that powers them. Delivering great service means meeting people with the right ...

Retail is one of the largest sectors in the world, with a retail sales forecast of $30.3 trillion in 2023. In a market so large and competitive, businesses compete to stand out to deliver bigger and ...

Let's examine what Knowledge-Centered Service is (and is not) and why it matters to deliver a service level that can drive customer retention. In my last article, I wrote about the importance of the ...

As a founder who built an Inc. 500 company and coached dozens of teams on innovation strategy, I’ve learned that the biggest innovation failures come from false confidence in customer understanding, ...

What's the formula for a customer-obsessed culture? It starts with consistent knowledge management practices. A customer-obsessed culture is everyone’s responsibility, and knowledge experience is ...

SUNNYVALE, Calif., June 13, 2024 (GLOBE NEWSWIRE) -- eGain Corporation (NASDAQ: EGAN), the AI knowledge platform for customer service, today announced that it has been named in the 2024 Gartner Market ...

Sunnyvale, CA, Sept. 27, 2023 — eGain Corporation (NASDAQ: EGAN), the leading knowledge management platform provider for customer engagement automation, launched eGain AssistGPT™ at its Solve™ 23 ...

Knowledge bases are powerful self-service features that improve customer satisfaction, enhance user experience and reduce customer support costs. The knowledge base can also be an SEO goldmine if ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...