eGain Corporation

IDC studied 520 enterprises. Those with leader-tier knowledge programs get nearly 2X the AI ROI. It starts with people and structure. 55% of leaders centrally mandate knowledge management, vs. 11% of everyone else. 60% have knowledge-engineering skills on staff, vs. 26%. Where does your organization land? Take the 8-question KM maturity assessment and get your tier, benchmark and roadmap in about three minutes.

Who owns knowledge at your company? If it’s everyone, it’s no one. In IDC’s study of 520 enterprises, 55% of leaders centrally mandate knowledge management. Among everyone else, it’s 11%. That ownership gap shows up in results: leaders get nearly 2X the AI ROI from their knowledge programs. See how your organization compares. 8 questions, about three minutes, benchmarked against all 520.

Same model. Different result. AI leaders aren’t buying better AI. They’re building a better knowledge foundation. In IDC’s study of 520 enterprises, leaders are 7.5x more likely to run knowledge graphs at scale, 6.7x more likely to run retrieval-augmented generation, and 6.0x more likely to run recommendation engines. See how your technology stacks up. Take the 8-question KM maturity assessment.

Your knowledge base is accurate. For about a week. Keeping knowledge current is a process problem, and IDC found the leaders solved it. 94% have automated more than half of their KM processes, vs. 36% of everyone else. 44% integrate knowledge across every function, vs. 13%. Benchmark your knowledge processes against 520 enterprises. 8 questions, about three minutes.

𝗧𝗵𝗲 𝗺𝗼𝗱𝗲𝗹 𝗶𝘀 𝘁𝗵𝗲 𝗶𝗻𝘁𝗲𝗿𝗽𝗿𝗲𝘁𝗲𝗿. 𝗧𝗵𝗲 𝗸𝗻𝗼𝘄𝗹𝗲𝗱𝗴𝗲 𝗶𝘀 𝘁𝗵𝗲 𝗽𝗿𝗼𝗴𝗿𝗮𝗺. Every enterprise is racing to put AI in front of customers. The constraint was never the model. It is the knowledge underneath it, and whether it is governed well enough to trust. That is the discipline we call AI KnowledgeOps. It is also what Gartner® just recognized: 𝗲𝗚𝗮𝗶𝗻 𝗻𝗮𝗺𝗲𝗱 𝗮 𝗟𝗲𝗮𝗱𝗲𝗿 𝗶𝗻 𝘁𝗵𝗲 𝗳𝗶𝗿𝘀𝘁-𝗲𝘃𝗲𝗿 𝗠𝗮𝗴𝗶𝗰 𝗤𝘂𝗮𝗱𝗿𝗮𝗻𝘁𝗧𝗠, 𝗮𝗻𝗱 𝘁𝗵𝗲 𝗵𝗶𝗴𝗵𝗲𝘀𝘁 𝘀𝗰𝗼𝗿𝗲 𝗶𝗻 𝘁𝗵𝗲 𝗰𝗼𝗺𝗽𝗹𝗶𝗮𝗻𝗰𝗲-𝗱𝗿𝗶𝘃𝗲𝗻 𝘂𝘀𝗲 𝗰𝗮𝘀𝗲 𝗶𝗻 𝘁𝗵𝗲 𝗖𝗿𝗶𝘁𝗶𝗰𝗮𝗹 𝗖𝗮𝗽𝗮𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀. Read the point of view, then the reports: https://lnkd.in/eZyH_3Xn

𝗔 𝗰𝗮𝘁𝗲𝗴𝗼𝗿𝘆 𝗼𝗻𝗹𝘆 𝗴𝗲𝘁𝘀 𝗱𝗲𝗳𝗶𝗻𝗲𝗱 𝗼𝗻𝗰𝗲. 𝗲𝗚𝗮𝗶𝗻 𝘄𝗮𝘀 𝗻𝗮𝗺𝗲𝗱 𝗮 𝗟𝗲𝗮𝗱𝗲𝗿 𝗶𝗻 𝗶𝘁. Gartner® has published the first-ever Magic Quadrant™ for Customer Service Knowledge Management Systems, and 𝗲𝗚𝗮𝗶𝗻 𝗶𝘀 𝗮 𝗟𝗲𝗮𝗱𝗲𝗿, 𝗽𝗼𝘀𝗶𝘁𝗶𝗼𝗻𝗲𝗱 𝗵𝗶𝗴𝗵𝗲𝘀𝘁 𝗶𝗻 𝗔𝗯𝗶𝗹𝗶𝘁𝘆 𝘁𝗼 𝗘𝘅𝗲𝗰𝘂𝘁𝗲 𝗮𝗻𝗱 𝗳𝘂𝗿𝘁𝗵𝗲𝘀𝘁 𝗶𝗻 𝗖𝗼𝗺𝗽𝗹𝗲𝘁𝗲𝗻𝗲𝘀𝘀 𝗼𝗳 𝗩𝗶𝘀𝗶𝗼𝗻. When a market gets measured for the first time, the leaders get named. Read the complimentary report: https://lnkd.in/ehSyUZUC #KnowledgeManagement #CustomerService #CX #AI #KnowledgeOps #eGain