The Missing Ingredient in CX’s Digital Culture
Learn how to deliver relevant content and knowledge to customers and employees to improve overall CX
Discover why knowledge management is being used as the number one technology to enhance operational performance in customer service
When a customer has a question, all they want is an answer and fast. Knowledge management (KM) can offer both customers and employees a single source of truth where they can find the answers they need quickly and efficiently.
In fact, Gartner predicts that digital transformation initiatives in contact centres will get stymied if organisations do not modernise their KM systems. Gartner also recommends KM as the number one technology that will transform customer, employee, and business experiences in 2022.
Join this webinar to learn how you can leverage KM to save on operational costs and improve your customer experience (CX) strategies.
eGain and CCW Europe Digital will be live in May to discuss how to:
- Improve customer engagement and CSAT scores after organisations rushed to add more digital channels to maintain their interactions with customers during the COVID-19 pandemic.
- Modernise customer and employee knowledge to improve overall CX.
- Use KM for success in a digital world.
Webinar Leaders
Renu Rajani
KM Manager for Consumer, Marketing and Engagement
PepsiCo
Renu Rajani has 11+ years of experience as a Knowledge Management Consultant and is currently working with PepsiCo as a KM Manager for the Consumer, Marketing and Engagement function. Rajani has worked with several organisations across different industries such as BFSI, Advance Analytics, FMCG, etc. and has strategised, set up and led the KM and presales functions in previous roles and designed suitable collaborative KM solutions. With an increasing focus on enhancing digital and technical skills across the industry, Rajani defined and implemented a capability development framework and model. In addition to KM, she has also contributed to and supported multiple organisation-wide critical strategic initiatives to build new operating models, develop stakeholder engagement strategies, and build a strong organisational culture.
Stephen Kennedy
Director of Solutions
eGain
Stephen Kennedy heads the EMEA solutions team for eGain. Working with eGain’s customers and prospects, he helps clients understand the benefits that can be obtained with a successful eGain implementation. Kennedy 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-plus years, Kennedy has been involved in many aspects of the implementation of successful Customer Service environments and ensuring that customers attain the expected benefits.
