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Knowledge Management: The Missing Ingredient in Digital Transformation of Customer Experience

Knowledge Management: The Missing Ingredient in Digital Transformation of Customer Experience

Join eGain and London Research to learn more about the what, why and how of knowledge hubs for digital transformation of customer engagement.

Digital transformation efforts have failed in many customer service organizations as they focused on installing the pipes (channels) but not what flows through the pipes (knowledge—answers/advice/content).

The root-cause? Inside-out knowledge design, high user effort, inconsistent content silos, fragmented context, and lack of insights.

The solution? Knowledge hubs that deliver enthusiastic user adoption by leveraging modular architecture, AI, analytics and user-centric design on an open, secure platform.

Register Now for our Webinar.

Speakers:

Linus Gregoriadis

Linus Gregoriadis, Director, London Research

An experienced digital marketing analyst, business writer and speaker who co-founded London Research in 2017. Linus spent more than a decade setting up and building the research function at Econsultancy, a digital research and training company now owned by Xeim. After leaving Econsultancy, he launched ClickZ Intelligence for B2B media company Contentive.

Stephen  Kennedy

Stephen Kennedy, Director of Solutions, eGain

Working with eGain’s customers and prospects, Stephen helps clients understand the benefits that can be obtained with a successful eGain implementation. He started his career with Sterling Software where he managed the Northern European support centre. Using effective knowledge during his tenure at Sterling software, he moved into a pre-sales role, working with prospects and customers to achieve some of the results he attained. For the last 20+ years, Stephen has been involved in many aspects of the implementation of successful Customer Service environments and ensuring that customers attain the expected benefits.

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