eGain Corporation · NASDAQ:EGAN

eGain — eGain Solve 2022

57 slides from eGain's conference presentation, 2022

  1. Slide 1: Customer Obsession: The What, The Why, And The How

    Customer Obsession: The What, The Why, And The How Rick Parrish Vice President & Research Director

  2. Slide 2: Customer Experience Quality Is Down

    Customer Experience Quality Is Down © 2022 Forrester. Reproduction Prohibited. 2

  3. Slide 3: Average CX quality dropped across 10 of 13 industries

    Average CX quality dropped across 10 of 13 industries we study According to our 100-point Customer Experience Index (CX IndexTM) scale in 2021 © 2022 Forrester. Reproduction Prohibited. Base: 69,211 US online consumers (18+) who interacted with a specific brand within the past 12 months 3 Source: Fo

  4. Slide 4: Average CX quality dropped across 10 of 13 industries

    Average CX quality dropped across 10 of 13 industries we study According to our 100-point Customer Experience Index (CX IndexTM) scale in 2022 © 2022 Forrester. Reproduction Prohibited. Base: 69,211 US online consumers (18+) who interacted with a specific brand within the past 12 months 4 Source: Fo

  5. Slide 5: Even digital CX is worse

    Even digital CX is worse According to our 100-point Customer Experience Index (CX IndexTM) scale in 2021 © 2022 Forrester. Reproduction Prohibited. Base: 69,211 US online consumers (18+) who interacted with a specific brand within the past 12 months 5 Source: Forrester’s Customer Experience Benchmar

  6. Slide 6: Even digital CX is worse

    Even digital CX is worse According to our 100-point Customer Experience Index (CX IndexTM) scale in 2022 © 2022 Forrester. Reproduction Prohibited. Base: 69,211 US online consumers (18+) who interacted with a specific brand within the past 12 months 6 Source: Forrester’s Customer Experience Benchmar

  7. Slide 7: CX differentiation is decaying

    CX differentiation is decaying 75% of brands within ±5 points of avg © 2022 Forrester. Reproduction Prohibited. Base: 69,211 US online consumers (18+) who interacted with a specific brand within the past 12 months Source: Forrester’s Customer Experience Benchmark Survey, US Consumers, 2022

  8. Slide 8: Declining focus on customers

    Declining focus on customers © 2022 Forrester. Reproduction Prohibited. 8

  9. Slide 9: Fewer companies are customer obsessed

    Fewer companies are customer obsessed in 2021 © 2022 Forrester. Reproduction Prohibited. Base: 1,500 executives at director level or above at enterprises with $100 million-plus revenue Source: Forrester’s State Of Customer Obsession Survey 2022

  10. Slide 10: Fewer companies are customer obsessed

    Fewer companies are customer obsessed in 2022 © 2022 Forrester. Reproduction Prohibited. Base: 1,500 executives at director level or above at enterprises with $100 million-plus revenue Source: Forrester’s State Of Customer Obsession Survey 2022

  11. Slide 11: When customer obsession backslides

    When customer obsession backslides © 2022 Forrester. Reproduction Prohibited.

  12. Slide 12: When customer obsession backslides

    When customer Leaders hurt long-term business health without obsession realizing it backslides Strategies don’t emphasize customers enough Operations get lazy © 2022 Forrester. Reproduction Prohibited.

  13. Slide 13: Leaders stayed focused on customer insights

    Leaders stayed focused on customer insights © 2022 Forrester. Reproduction Prohibited.

  14. Slide 14: When customer obsession backslides

    When customer Leaders hurt long-term business health without obsession realizing it backslides Strategies don’t emphasize customers enough Operations get lazy © 2022 Forrester. Reproduction Prohibited.

  15. Slide 15: Kept its strategy focused on being welcoming and supportive

    Kept its strategy focused on being welcoming and supportive © 2022 Forrester. Reproduction Prohibited.

  16. Slide 16: When customer obsession backslides

    When customer Leaders hurt long-term business health without obsession realizing it backslides Strategies don’t emphasize customers enough Operations get lazy © 2022 Forrester. Reproduction Prohibited.

  17. Slide 17: Designed and deployed new experiences at an impressive rate

    Designed and deployed new experiences at an impressive rate © 2022 Forrester. Reproduction Prohibited.

  18. Slide 18: Three factors exacerbate the situation

    Three factors exacerbate the situation © 2022 Forrester. Reproduction Prohibited. 18

  19. Slide 19: Economic turbulence

    Economic turbulence Of consumers plan to reduce spending in 2023 © 2022 Forrester. Reproduction Prohibited. Base: 557 US online adults Source: Forrester’s July 2022 Consumer Energy Index And Retail Pulse Survey

  20. Slide 20: Customer lifecycles are more non-linear than ever

    Customer lifecycles are more non-linear than ever, require unprecedented coordination © 2022 Forrester. Reproduction Prohibited.

  21. Slide 21: Business leaders are overly optimistic about their 2023 budgets

    Business leaders are overly optimistic about their 2023 budgets © 2022 Forrester. Reproduction Prohibited. Base: 50 to 187 business and technology decision-makers; the sample size varies by function Source: Forrester’s Budget Pulse Survey 2022

  22. Slide 22: Companies must become more customer obsessed

    Companies must become more customer obsessed © 2022 Forrester. Reproduction Prohibited. 22

  23. Slide 23: What is customer obsession?

    What is customer obsession? Putting the customer at the center of your company’s leadership, strategy, and operations © 2022 Forrester. Reproduction Prohibited. 23

  24. Slide 24: Customer obsession: four principles

    Customer obsession These four principles are transformational © 2022 Forrester. Reproduction Prohibited. 24

  25. Slide 25: Customer obsession: four principles

    Customer obsession These four principles are transformational © 2022 Forrester. Reproduction Prohibited. 25

  26. Slide 26: Customer obsession: four principles

    Customer obsession These four principles are transformational © 2022 Forrester. Reproduction Prohibited. 26

  27. Slide 27: Customer obsession: four principles

    Customer obsession These four principles are transformational © 2022 Forrester. Reproduction Prohibited. 27

  28. Slide 28: Customer-obsessed companies do the most important things better

    Customer- Better… obsessed companies do the Products Services Experiences most important things better © 2022 Forrester. Reproduction Prohibited. 28

  29. Slide 29: Customer-obsessed companies do the most important things better

    Customer- Better… obsessed companies do the Products Services Experiences most important things better Better… Acquisition Retention Enrichment Advocacy © 2022 Forrester. Reproduction Prohibited. 29

  30. Slide 30: Customer obsession has huge business benefits

    Customer 2.5x Revenue growth rate obsession has huge business benefits 2.2x Profitability growth rate Versus non-customer-obsessed companies 2.2x Customer retention growth rate 2.2x Employee engagement growth rate © 2022 Forrester. Reproduction Prohibited. Base: 999 Business, Marketing, and IT decis

  31. Slide 31: Customer obsession creates a win/win/win

    Customer obsession creates a Organization win/win/win Customer obsession Customers Customers get better value Organizations get better customer loyalty Employees have better experiences Employees © 2022 Forrester. Reproduction Prohibited. 31

  32. Slide 32: Not every company needs to be fully customer obsessed today

    Not every company needs to be fully customer obsessed today © 2022 Forrester. Reproduction Prohibited. 32

  33. Slide 33: Not every company needs to be fully customer obsessed today

    Not every company needs to be fully customer obsessed today… But what about five years from now? © 2022 Forrester. Reproduction Prohibited. 33

  34. Slide 34: How to become customer obsessed

    How to become customer obsessed © 2022 Forrester. Reproduction Prohibited. 34

  35. Slide 35: Customer obsessed is a company-wide effort

    Customer obsessed is a company-wide effort © 2022 Forrester. Reproduction Prohibited. 35

  36. Slide 36: Customer obsessed is a company-wide effort

    Customer obsessed is a company-wide effort Leaders’ behaviors are the key © 2022 Forrester. Reproduction Prohibited. 36

  37. Slide 37: Most customer obsession transformations fail

    Most customer obsession transformations fail © 2022 Forrester. Reproduction Prohibited. Base: 1,500 executives at director level or above at enterprises with $100 million-plus revenue 37 Source: Forrester’s State Of Customer Obsession Survey 2022

  38. Slide 38: Leaders must do five things

    • Measure Leaders must do • Reward five things • Model • Unblock • Provide © 2022 Forrester. Reproduction Prohibited. 38

  39. Slide 39: Leaders must do five things

    • Measure Leaders must do • Reward five things • Model • Unblock • Provide © 2022 Forrester. Reproduction Prohibited. 39

  40. Slide 40: Technology plays a key role

    Technology plays • Unblock a key role • Provide © 2022 Forrester. Reproduction Prohibited. 40

  41. Slide 41: Tech strategy enables the company to respond to future customer needs

    Tech strategy enables the company to respond to future customer needs © 2022 Forrester. Reproduction Prohibited. 41

  42. Slide 42: Tech tactics ensure employees have the tools to focus on customers

    Tech tactics ensure that employees have the tools they need to focus on customers © 2022 Forrester. Reproduction Prohibited. 42

  43. Slide 43: Tech tactics ensure employees have the tools to focus on customers

    Tech tactics ensure that employees have the tools they Examples of key technologies include: need to focus on Customer relationship management customers Customer feedback management Knowledge management © 2022 Forrester. Reproduction Prohibited. 43

  44. Slide 44: Tech tactics ensure employees have the tools to focus on customers

    Tech tactics ensure that employees have the tools they Examples of key technologies include: need to focus on Customer relationship management customers Customer feedback management Knowledge management © 2022 Forrester. Reproduction Prohibited. 44

  45. Slide 45: Knowledge management helps power all four principles

    Knowledge management helps power all four principles of customer obsession © 2022 Forrester. Reproduction Prohibited. 45

  46. Slide 46: Knowledge management is key to succeeding on top drivers of CX quality

    Knowledge “Communicates with me management is key using plain language.” to succeeding on the top drivers of “Resolves my CX quality problems/issues quickly” “Customers services representatives answer all of my questions” © 2022 Forrester. Reproduction Prohibited. Base: 69,211 US online consumers (1

  47. Slide 47: Knowledge management is key to succeeding on top drivers of CX quality

    Knowledge “Communicates with me management is key using plain language.” to succeeding on the top drivers of “Resolves my CX quality problems/issues quickly.” “Customers services representatives answer all of my questions” © 2022 Forrester. Reproduction Prohibited. Base: 69,211 US online consumers (

  48. Slide 48: Knowledge management is key to succeeding on top drivers of CX quality

    Knowledge “Communicates with me management is key using plain language.” to succeeding on the top drivers of “Resolves my CX quality problems/issues quickly.” “Customers services representatives answer all of my questions.” © 2022 Forrester. Reproduction Prohibited. Base: 69,211 US online consumers

  49. Slide 49: Knowledge management is key to succeeding on top drivers of CX quality

    Knowledge management is key “Communicates with me using plain language.” 68% to succeeding on the top drivers of CX quality “Resolves my problems/issues quickly.” 69% 71% “Customers services representatives answer all of my questions.” © 2022 Forrester. Reproduction Prohibited. Base: 69,211 US onlin

  50. Slide 50: Knowledge effects all three dimensions of CX quality

    Knowledge effects all three dimensions of CX quality © 2022 Forrester. Reproduction Prohibited. 50

  51. Slide 51: Providing the right tech, including knowledge management, effects EX

    Providing the right tech – including knowledge “My company provides an environment in which I management – also can be productive.” effects EX “My company is forward- looking and innovative.” © 2022 Forrester. Reproduction Prohibited. Base: 2,955 employees in the US 51 Source: Forrester’s Future Of

  52. Slide 52: Providing the right tech, including knowledge management, effects EX

    Providing the right tech – including knowledge “My company provides an environment in which I management – also can be productive.” effects EX “My company is forward- looking and innovative.” © 2022 Forrester. Reproduction Prohibited. Base: 2,955 employees in the US 52 Source: Forrester’s Future Of

  53. Slide 53: Providing the right tech, including knowledge management, effects EX

    Providing the right tech – including knowledge 61% “My company provides an environment in which I management – also can be productive.” effects EX “My company is forward- looking and innovative.” 73% © 2022 Forrester. Reproduction Prohibited. Base: 2,955 employees in the US 53 Source: Forrester’s Fu

  54. Slide 54: Customer obsession is great for everyone

    Customer obsession is great for everyone © 2022 Forrester. Reproduction Prohibited. 54

  55. Slide 55: Technology is a microcosm of customer obsession

    Technology is a microcosm of customer obsession © 2022 Forrester. Reproduction Prohibited. 55

  56. Slide 56: Customer obsession is good for everyone

    Customer Organization obsession is good Customer for everyone obsession Customers Employees © 2022 Forrester. Reproduction Prohibited. 56

  57. Slide 57: Thank You.

    Thank You. Rick Parrish Vice President & Research Director Thank you slide © 2022 Forrester. Reproduction Prohibited.

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