eGain and Deloitte Publish Joint Research and Recommendations on the $9 Trillion Knowledge Crisis Facing Enterprises

eGain (NASDAQ:EGAN) announced a joint research report with Deloitte on a looming $6.9–$9.6 trillion institutional knowledge exodus driven by Baby Boomer retirements.

Rhea-AI Summary

eGain (NASDAQ:EGAN) announced a joint research report with Deloitte on a looming $6.9–$9.6 trillion institutional knowledge exodus driven by Baby Boomer retirements. The study finds 92% of organizations are not consistently capturing retiree knowledge, despite 85% of C‑suite leaders viewing the issue as a moderate to mission‑critical threat.

The report offers a five-step framework for systematic knowledge capture and highlights real-world results, including a European telecom’s 37% first-contact resolution improvement, 30-point Net Promoter Score gain, and 50% faster new-hire productivity ramp after consolidating four knowledge silos.

Argus Jun 22 session

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Details

News Market Reaction – EGAN

In the Jun 22 session, EGAN declined 2.53%, reflecting a moderate negative market reaction.

Data tracked by StockTitan Argus on the day of publication.

Market Context

This announcement highlights a joint Deloitte report quantifying a multi-trillion-dollar knowledge r...

Analysis

This announcement highlights a joint Deloitte report quantifying a multi-trillion-dollar knowledge risk and showcases eGain’s role in AI-enabled knowledge management. Investors may watch for concrete deal wins or deployments tied directly to these findings.

Key Figures

Knowledge crisis size: $9 trillion Projected lost output: $6.9–$9.6 trillion Organizations not capturing knowledge: 92% +5 more

Knowledge crisis size

$9 trillion

Institutional knowledge crisis facing enterprises per joint report

Projected lost output

$6.9–$9.6 trillion

Estimated economic consequences of knowledge exodus

Organizations not capturing knowledge

92%

Share of surveyed organizations failing to capture retiree knowledge

Americans turning 65

30 million

Number expected to turn 65 in the next four years

C-suite concern level

85%

C-suite leaders viewing knowledge exodus as moderate to mission-critical threat

Tenure decline

4.6 to 3.9 years

Average job tenure decline over the past decade

First-contact resolution gain

37%

Improvement after consolidating four knowledge silos at telecom provider

Self-service sessions

24 million

Annual self-service sessions at integrated healthcare system’s knowledge platform

Historical Context

5 past events · Latest: May 06

5 events

1. May 06

   Earnings date notice

   24h Move

   -6.7%

   Company announced timing of fiscal 2026 Q3 results and conference call.

2. May 06

   AI product launch

   24h Move

   -6.7%

   Launched AI Agent IVA for conversational, knowledge-based customer service.

3. May 06

   Platform integration

   24h Move

   -6.7%

   Expanded eGain AI Agent integration with Salesforce Service Cloud.

4. May 06

   AI orchestration launch

   24h Move

   -6.7%

   Introduced Agentic Studio for multi-agent orchestration of customer requests.

5. May 06

   AI QA product

   24h Move

   -6.7%

   Released eGain Evaluator for continuous quality assurance of AI-generated answers.

24h Move is the share-price change in the day after each event; other market factors may also have contributed.

Key Terms

net promoter score, knowledge silos, first-contact resolution, self-service sessions

4 terms

net promoter score financial

"saw first-contact resolution improve by 37%, Net Promoter Score rise by 30 points"

Net Promoter Score (NPS) is a single-number measure of customer loyalty based on asking customers how likely they are to recommend a company’s product or service to others; responses are grouped and converted to a score from -100 to +100. It matters to investors because a high NPS suggests strong customer satisfaction, lower churn and more organic growth through word-of-mouth—like a reputation score that can predict future sales and brand resilience.

knowledge silos technical

"provider that consolidated four knowledge silos across 10,000 contact center agents"

Knowledge silos occur when information, expertise, or data is kept within isolated teams or departments rather than shared across a company. Like rooms in a house with closed doors, they make it harder for managers and investors to see the full picture, slow decision‑making, hide risks or opportunities, and reduce the company’s ability to respond to change—factors that can affect forecasts, valuations and the success of deals.

first-contact resolution technical

"saw first-contact resolution improve by 37%, Net Promoter Score rise"

First-contact resolution measures the share of customer problems or inquiries that are fully handled during the initial interaction, without follow-up calls, emails, or escalations. For investors it signals how efficiently a company runs its customer support—higher rates typically mean lower service costs, faster issue turnaround, and happier customers who are more likely to stay and spend, like a repair person fixing a problem on the first visit.

self-service sessions technical

"knowledge platform, generating 24 million annual self-service sessions"

Self-service sessions are instances when customers use a website, app, kiosk, or other platform to complete tasks—like buying, booking, or getting information—without direct help from staff. Like using a self-checkout lane at a store, higher numbers or longer engagement in these sessions can signal that a product is easy to use, reduce operating costs, and scale more cheaply, making them a useful indicator of customer adoption and potential margins for investors.

AI-generated analysis. How Rhea-AI works. Not financial advice.

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Research Warns That 92% of Organizations Are Failing to Capture Institutional Knowledge Before Baby Boomer Retirements Accelerate

SUNNYVALE, Calif., June 22, 2026 (GLOBE NEWSWIRE) -- eGain (NASDAQ: EGAN), the leading provider of AI-powered knowledge management for enterprise customer service, today announced the publication of a joint report co-authored with Deloitte* on the growing institutional knowledge crisis triggered by mass Baby Boomer retirements. Published by Deloitte Insights, the research report – "The $9 Trillion Knowledge Exodus: How Organizations Can Turn Baby Boomer Retirements Into Competitive Advantage" – was co-authored by Evan Siegel of eGain and Eyal Cahana of Deloitte.

The report arrives at a critical inflection point. In the next four years, more than 30 million Americans will turn 65, triggering what the authors describe as the largest single transfer of institutional knowledge in business history, with projected economic consequences of $6.9 to $9.6 trillion in lost output. Yet despite widespread awareness of the coming wave, 92% of surveyed organizations still fail to consistently capture knowledge from soon-to-be retirees.

The Stakes Are Higher Than Most Leaders Realize

The report findings make clear that the challenge is not purely demographic. Average job tenure has declined from 4.6 to 3.9 years over the past decade, while Baby Boomers average more than eight years of tenure. The deep organizational memory these workers carry – the engineer who knows why a system was designed the way it was, the account leader who understands the history behind a client relationship – will not naturally reaccumulate in the next generation of workers.

Critically, 85% of C-suite leaders already view the knowledge exodus as a moderate to mission-critical threat. Yet most organizations remain stuck between awareness and action, making this a rare strategic opening for companies willing to move decisively.

A Five-Step Framework for Systematic Knowledge Capture

The report outlines a practical, five-step process for capturing, organizing, and deploying institutional knowledge before it disappears:

1. Establish an authoritative knowledge foundation – Consolidate fragmented knowledge silos into a single, trusted source that both humans and AI can reliably access.
2. Focus on high-impact knowledge – Use AI-powered interaction analytics to identify the 20% of knowledge content that resolves 80% of issues, rather than attempting to document everything.
3. Systematically capture departing expertise – Deploy structured "Expert/Next'pert/Practitioner" transfer models supported by AI-assisted documentation tools and rapid knowledge sprints.
4. Align the organization to support knowledge-sharing – Treat adoption as a culture and leadership challenge, not a technology problem; build C-suite sponsorship and tie knowledge contribution to performance objectives.
5. Capture knowledge continuously in the flow of work – Embed knowledge capture into collaboration tools and daily workflows so that expertise is preserved at the moment problems are solved, not after the fact.

Proven Impact at Scale

The report also includes real-world outcomes for each step. For example, a leading European telecommunications provider that consolidated four knowledge silos across 10,000 contact center agents and 600 retail locations saw first-contact resolution improve by 37%, Net Promoter Score rise by 30 points, and new-hire productivity ramp time cut by 50%. A major airline cargo division completed a targeted knowledge consolidation initiative in one month, compared to the four to five months typically required by conventional approaches. And a large integrated healthcare system now serves 120,000 employees through its knowledge platform, generating 24 million annual self-service sessions.

What Leaders Said

"The organizations that thrive through this transition will be the ones that treat knowledge as a strategic asset requiring C-suite attention. This paper gives executives a clear-eyed view of the risk and a practical roadmap to turn the Silver Tsunami from a threat into a competitive differentiator."
– Evan Siegel, eGain

"Knowledge management initiatives designed to address the workforce transition generate benefits extending far beyond risk mitigation. Organizations that move now can design around capabilities rather than individual expertise, reduce operational risk, and build the knowledge foundation required for successful AI adoption."
– Eyal Cahana, Deloitte

Availability

The report is available now on Deloitte Insights  (https://www.deloitte.com/us/en/insights/topics/talent/knowledge-management-plan.html?nc=29) .To learn more about eGain's AI Knowledge Hub and how it supports enterprise knowledge management programs, visit www.egain.com.

*Please see www.deloitte.com/us/about for a detailed description of their legal structure.  

About eGain

eGain is a leading provider of AI-powered knowledge management and customer experience automation solutions. With over 25 years of experience in knowledge management, eGain helps enterprises unify siloed content, automate trusted knowledge workflows, and deliver measurable AI-ROI through proven frameworks and methods. Global 2000 companies across industries rely on eGain to transform customer service, improve employee productivity, reduce costs, and accelerate AI adoption. Visit www.eGain.com for more information.

Media Contact

press@egain.com          

FAQ

AI-generated questions and answers. How Rhea-AI works. Not financial advice.

What did eGain (NASDAQ:EGAN) announce on June 22, 2026 about the $9 trillion knowledge crisis?

eGain announced a joint research report with Deloitte on a multitrillion-dollar institutional knowledge exodus. According to eGain, the study examines Baby Boomer retirements, lost economic output of $6.9–$9.6 trillion, and organizational readiness to capture critical expertise before it disappears.

How severe is the Baby Boomer knowledge loss risk highlighted in the 2026 eGain (EGAN) and Deloitte report?

The report describes Baby Boomer retirements as triggering one of the largest transfers of institutional knowledge in business history. According to eGain, projected lost output ranges from $6.9 to $9.6 trillion, while 92% of surveyed organizations are failing to consistently capture departing expertise.

What five-step framework do eGain (EGAN) and Deloitte recommend for capturing institutional knowledge?

The report recommends a five-step framework: build an authoritative knowledge foundation, focus on high-impact content, systematically capture departing expertise, align culture and leadership, and embed continuous capture in workflows. According to eGain, these steps help organizations preserve critical knowledge and support AI adoption.

What real-world business results are cited in the eGain (EGAN) and Deloitte knowledge exodus research?

The research cites several case studies, including a European telecom that consolidated four knowledge silos. According to eGain, this effort improved first-contact resolution by 37%, raised Net Promoter Score by 30 points, and cut new-hire productivity ramp time by 50% across agents and retail locations.

How do C-suite leaders view the institutional knowledge exodus in the eGain (EGAN) and Deloitte study?

C-suite leaders largely see the knowledge exodus as a significant risk. According to eGain, 85% of surveyed executives classify the issue as a moderate to mission-critical threat, yet most organizations remain between awareness and action in addressing institutional knowledge loss.

What role does AI play in the eGain (EGAN) and Deloitte knowledge management recommendations?

AI is presented as a key enabler of targeted knowledge capture and deployment. According to eGain, AI-powered interaction analytics help identify high-impact content, support structured expert transfer models, and embed ongoing knowledge capture into everyday workflows to preserve expertise at the moment of problem resolution.