Anand Subramaniam is SVP Global Marketing for eGain Corp. eGain’s solution automates digital-first customer engagement for global brands. Instead of taking an all-or-nothing approach to deploying ...

Poor customer service can have a big effect on a business’s ability to succeed. And while a smile and a helpful attitude can go a long way toward creating a positive experience for a customer, they ...

Building an effective customer experience practice is clearly important. But doing so requires a holistic approach. Forrester analyst Maxie Schmidt recently noted that for certain industries, ...

Timely replies and human-centered support on social media aren't optional anymore – they're expected. Here’s what brands need to know to get it right. Every tweet, direct message, and comment holds ...

Customers often prefer to find solutions to their problems themselves rather than having to speak with a customer service agent. Customers often prefer to find solutions to their problems themselves ...

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