eGain

Technology should be used to create better human outcomes. For him, consistently delivering exceptional customer experience is a business imperative, not an option. Known as the CX Connoisseur, Steve understands the experience economy well -- from patient expectations in healthcare to frontline delivery for enterprise customers. He identifies unmet needs, emerging shifts and critical details others often miss and translates those insights into practical, scalable solutions that address real human and business challenges. As Head of Innovation at eGain, Steve sets the agenda for applying the company’s AI capabilities to address complex enterprise challenges. He identifies practical applications, guides the development of industry-specific solutions and establishes repeatable innovation models for new markets. His focus enables eGain to turn emerging technology into trusted solutions, especially in industries where credibility is difficult to earn. Prior to joining eGain, Steve spent more than 13 years at Panviva as senior vice president and head of U.S. operations, where he led the company’s U.S. expansion and helped established it as a leader in knowledge management through its acquisition. Steve’s first lessons in business came from watching his father build a successful plumbing company. He put those lessons into practice early, selling ice cream seven days a week as a teenager so he could buy his first car. His father’s old-world belief in always delivering more than promised became Steve’s North Star, shaping his customer-first approach as he built and scaled multiple companies, including six successful exits. Steve is the author of SIMPLE CX and host of the Science of CX podcast.