John Copeland is VP of Marketing at eGain Corporation (NASDAQ: EGAN), where he leads global go-to-market for the AI knowledge platform that enterprises rely on to power trusted, automated customer experiences. His work centers on a thesis now reshaping enterprise AI: in the age of generative and agentic systems, knowledge is no longer documentation. It is instruction for AI. The companies that learn to engineer that knowledge with the same rigor they once applied to software will define the next decade of customer experience.

That conviction is grounded in more than two decades at the intersection of data, technology, and customer strategy. Before eGain, John led Global Marketing Analytics and Insights at ServiceNow, scaling the metrics and insight capabilities behind the company's marketing engine and activating generative AI across customer-facing marketing and sales touchpoints.

He spent nearly seven years at Adobe in a series of senior roles, most recently as Vice President and General Manager of the Digital Strategy Group, where he helped enterprise customers transform how they compete in digital channels. Earlier at Adobe he ran Marketing and Customer Insights, leading analysts, data scientists, and researchers who optimized customer acquisition and retention across Adobe's Digital Media and Digital Experience businesses.

Before Adobe, John was Global Leader of Customer Analytics and Insights at eBay, where he built a 60-plus-person organization spanning market research, data science, and customer strategy to make the marketplace more customer-centric. His earlier career includes senior roles at McKinsey & Company, Prophet, Rosetta, and Accenture, advising leaders across retail and e-commerce, financial services, healthcare, media, and technology.

John holds a Ph.D. in Psychology from the University of Minnesota and a BA in Psychology from the University of Michigan. He serves on the advisory board of LatentView Analytics and has published widely on marketing, analytics, and customer strategy.

At Ai4, as part of the AI in CX track, John will explore why knowledge is the load-bearing wall beneath enterprise AI, and what it takes to build the engineering discipline that turns trusted knowledge into reliable, customer-facing AI outcomes.