Getting out of summer doldrums

Well, I read that autumn just began this week though I’m not so sure given the recent heat wave in the Bay Area! While the Northern Hemisphere might be inching its way out of summer doldrums, it appears that omnichannel customer service is not getting out of it, according to the recent Forrester survey of 10,000 consumers, sponsored by eGain. Here are some details on the CX doldrums. A majority of consumers rated customer service as “about the same” or…

eGain World San Jose: Un-Hillaried but Unparalleled!

I have nothing against Hillary Rodham Clinton, who seemed to be everywhere in the Valley this year with vendors stampeding over each other to get her to speak at their conferences. Instead of doing a “Me, Too” on HRC, we decided to stand out by placing an undiluted focus on omnichannel customer engagement for eGain World! Keynote by Ashu Roy, eGain CEO on delivering easiER customer experiences with a demonstration of a hassle-free journey of a healthcare consumer with Robert…

When it comes to customer experience, take a “whole-chain” approach for success

Businesses pay a lot of attention to their supply and demand chains as they make and take products to market – and for good reason. What they often forget is the experience chain, or how the experience of in-house or partner sales and service agents (including outsourcers) affects the end-customer experience. Instead of taking a “whole-chain” approach to improving experiences, they fixate on and fix parts of the chain, only to fail or realize limited success from their experience initiatives….