Year: 2018

September 18, 2018

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…

Continue ReadingRequiem to the vaunted innovation diffusion models of Rogers, Moore, et al!
August 2, 2018

Rumors of the demise of scheduled maintenance downtime are not exaggerated, thanks to eGain Cloud AlwaysOn™!

We just announced the immediate availability of the eGain Cloud AlwaysOn, an industry-first offering of its kind in the customer engagement applications space. It slays the scheduled maintenance downtime dragon,…

Continue ReadingRumors of the demise of scheduled maintenance downtime are not exaggerated, thanks to eGain Cloud AlwaysOn™!
June 26, 2018

Artificial Intelligence (AI) Knowledge: The Platinum Bullet for Customer Service Transformation

Telco giant speeds up agent time to competency by 100%, First-Contact Resolution by 37%, NPS by 20%, while reducing advisor training time by 43% Communication service provider improves interaction compliance…

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May 4, 2018

Want to fix CX? Take Mark Felt’s (aka Deep Throat’s) timeless advice—follow the money pain!

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…

Continue ReadingWant to fix CX? Take Mark Felt’s (aka Deep Throat’s) timeless advice—follow the money pain!
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