Mixed feelings on 2017 CX Day!

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, while the number of poor scores increased. The number of brands…

Think Steve Perry and you’re on your way to transforming customer experiences

You might remember Steve Perry as a prominent member, if not the leader, of the rock band “Journey.” As you design customer experiences for today’s multichannel digital customer, think of Steve, since it’s all about the customer “journey” and not one particular interaction or channel. Today’s customers might research products on the web, touch and feel them in a retail store, compare alternatives on trusted review sites and online communities, look for sentiment on social networks, and eventually buy wherever…

We’re constantly running out of caps (and it’s a good problem to have)!

Over the years, eGain has been consistently recognized a leader by IT’s “Judge Judies” (i.e. industry analysts) when it comes to product capabilities, completeness of vision, and ability to execute. Most recently, this recognition came from Info-Tech Research Group, one of the leading IT analyst firms, for our customer service knowledge management solution. We were rated a “champion” with a #1 rating for our product capabilities, and as importantly (if not more!), a #1 rating for value delivered to the customer! According to the report,…