Ashu Roy, CEO, eGain

1. March 8, 2016
Customer Engagement
in a Digital World
Ashu Roy | CEO, eGain

2. Why is digital
transformation in
customer engagement
so important

3. “…digitization is placing
unprecedented pressure
on organizations to evolve.
At the present rate, 75% of
S&P 500 incumbents will be
gone by 2027. ”
McKinsey & Co, July 2014

4. Our clients want guidance to quick value
in their Digital Transformation efforts
What should
we
measure?
What is
best
practice?
How do we
operationalize?
How do we
scale?
What should
we do next?
How can I
impact the
company’s
strategy?
How do we guide
customers to new
digital choices?
Help us build
a business
case!

5. Why is it hard to
operationalize

6. Business Goals Member Growth Margin Improvement
Sample Customer
Journeys
Medical
Decision
Member
Onboarding
Billing and
Payments
Emergency
Situation
Customer
Acquisition
Service
Impact Areas
Proactive
Service
Agent
Effectiveness
Agent
Efficiency
Member
Self Service
Right
Channeling
Relevant Metrics
% Contacts
Deflected
First Contact
Resolution
Reduction in
Repeat Contacts
Cost per
Contact
Member
Satisfaction
Reduction in
Escalations
Because, digital customer engagement is
cross-functional

7. Welcome to
the world of
bimodal IT,
our favorite
Gartner
prediction

8. Broad digital customer
engagement platform
Rich, proven out-of-the-
box applications
Best practice guidance
for agile trial and rapid
adoption
Technology
matters

9. CRM
Content
Management
Call Center
Infrastructure eCommerce
WEB APPS DESKTOP
APPS
MANAGEMENT
APPS
MESSAGING
APPS
MOBILE
APPS
SOCIAL
APPS
Context
Analytics
PLATFORM
eGain CUSTOMER ENGAGEMENT HUB
Digital First
Guided Knowledge
Intelligent Personalisation
Proactive Offers
Knowledge
AI + Personalization

10. Proactive digital engagement
differentiates
Offers Video chat Cobrowse

11. Knowledge management
empowers
Guided
Proactive
Personalised
Federated
Social
Measured

12. 12
ORCHESTRATE
Manage
Monitor, Govern
INSTRUMENT
Big Data
Digital+Voice
ANALYZE
Aggregate
Visualize
INSIGHT
Next Best Action
A/B Test
INTERVENE
Omnichannel
Knowledge
Journey analytics
personalizes

13. Why can’t we
get value quick

14. GQV
Enablers
AnalyticsCloud DT
Services
Agile
services
Try+Buy

15. Cloud
Security #1
Gold and Platinum
Cloud
Industry-leading
application-level SLA

16. Analytics
Omnichannel interaction
Knowledge everywhere
Customer journey
DIY dashboards
Unified analysis & management

17. Try+Buy
No cost four week
production trial
We deliver best-practice
solution with your data and
configuration in cloud
No commitment

18. Agile Services
Expanded APIs
Certified Field Solutions Library
Customer experience design tools
Agile sprints using best practices
40% less time and cost
25% improvement in quality

19. Certified Field Solutions Library
Single Sign-On using SAML, CA Siteminder, and LDAP
Data Extracts for compliance and enterprise BI data aggregation
Widgets to overlay eGain Knowledge content on your websites
Chat Deflection using eGain Knowledge to deflect chats
Secure Chat to transfer customer’s context securely from website
Automatic language detection of emails
Mobile Secure Messaging for customers
Quality review of emails sent out by agents

20. Digital transformation
Guided discovery
Prioritise opportunities
Series of Try+Buy
Test value at each step

21. CEH platform innovation
Personalised knowledge
AI-reasoning as a service
Content policy manager
Mobile video chat
Theme builder

22. Accelerate value for our clients
Clean
Current
Cloud
Library of CFS - Certified Field Solutions
Enhanced APIs
V14 is solid. V15 will be GA this quarter
Quality up (S1 incidents down by 90% - V14 versus V11)
eGain ESN addresses security need for enterprises
Customers enjoy improved service level & innovation