Experienced Management Team

KANA's leaders bring decades of diverse experience and a history of success to the company. Combining business acumen with technical savvy, KANA's executives are committed to helping you create the next generation of customer service.

Mark Duffell
Chairman of the Board, President & Chief Executive Officer

With over 26 years of experience as a senior executive, Mark has led every function within a software business, including worldwide sales and marketing, strategic planning, international operations, development and support. Mark also worked with Accel-KKR as their operational advisor for the purchase and privatization of KANA Software, Inc. in 2009 before joining the company as CEO. Mark previously served as President & COO of Epicor Software Corporation, and received his First Class Honors Degree in Production Engineering from Kingston University, England.

Jeff Wylie
Chief Financial Officer

With global responsibility for finance, legal, IT and administrative teams at KANA, Jeff previously served as the CFO of Lagan Technologies, acquired by KANA in 2010. Prior to Lagan, Jeff served as CFO and COO of Meridio, a Republic of Ireland based international software house, and brings with him over a decade of experience in the enterprise software space. A graduate of Cambridge University, Jeff is a Chartered Accountant who qualified with Ernst & Young in London.

James Norwood
Chief Marketing Officer

James is responsible for leading KANA global marketing strategy and execution, including: corporate, product marketing, customer, field and partner marketing, communications and communities, demand generation, public and analyst relations, and web presence. With more than 20 years industry experience, James has proven success in strategic marketing contributing to significant demand and revenue growth. Prior to joining KANA, James was responsible for the worldwide product marketing of enterprise resource planning (ERP) and industry solutions at Epicor Software Corporation. James studied systems analysis and computer science at the University of Westminster, England.

Chad Wolf
Worldwide Services

Chad is responsible for leading the KANA Global Services team worldwide. Chad has over 17 years of operational and IT experience applying technology solutions to complex business problems as well as deep business process re-engineering and process management expertise. Prior to joining KANA, Chad was founder of CRM consultancy eVergance, was integral to the customer acquisition and management strategy at Sprint PCS, and began his career as a process engineer at Parker Hannifin Corporation. Chad holds M.S. and B.S. degrees in Industrial Engineering from Kansas State University.

Vikas Nehru
Worldwide R&D

Vikas joined KANA in 2004 and has responsibility for the global R&D organization. He has been instrumental in leading the direction of KANA’s solution suite with senior roles across Engineering, Product Management and Marketing. With over 15+ years of experience in the customer service industry, Vikas is focused on understanding customer needs and bringing solutions to market that generate value, revenue and meet the functional and practical requirements of the end user. Vikas received his B.Sc. and M.Sc. in Computer Science from the University of Alberta, Canada.

Kenny Bain
General Manager, EMEA

Kenny is responsible for managing KANA customers, operations, growth, and profitability for the Europe, Middle East, and Africa region. Formerly with Ciboodle, Kenny served in a number of senior executive positions for more than 10 years, including COO and CFO. He was integral to driving Ciboodle’s global expansion and brings considerable knowledge of the customer service software industry. Prior to Ciboodle, he worked at PricewaterhouseCoopers where he was involved in a variety of business advisory services including M&A and IPOs across a wide range of industry sectors. He is a Chartered Accountant and has a degree in Accountancy and Economics from the University of Strathclyde, Scotland.

Brian Donn
General Manager, APAC

Brian heads up the Asia Pacific business for KANA and is responsible for strategy, growth, operations and profitability within the region. Brian previously held a number of executive roles for Ciboodle and Sword Group including regional managing director and CEO and has spent the past 12 years driving significant revenue growth and profit within overseas markets. Prior to Ciboodle, Brian worked in Consulting for Anglo-Dutch IT group CMG and also spent time in the Telco Sector with US operators AT&T Unisource and Motorola. Brian qualified with a bachelor degree of high distinction in Information Technology and Marketing through studies at both the University of Paisley and the Amsterdam School of Business. He has also studied on the MBA programme at Macquarie Graduate School of Management.

Wilco Rietberg
General Manager, Benelux

Wilco is general manager for KANA operations in Belgium, The Netherlands and Luxemburg, and also carries global responsibility for the KANA Express cloud solution. With 20 years of business development experience within the software industry, Wilco has a proven track record of bringing new products to market and building successful operations. In 2000 he founded Trinicom, a multi channel customer interaction management company with the mission of empowering organizations to have more valuable interactions with their customers, and lead Trinicom to a market leading position within the Benelux. Wilco has a bachelor degree in computer engineering, a Masters in strategic marketing, and an MBA.

Amy Rios
Vice President, Human Resources

Amy has responsibility for KANA’s global human resources strategy and staff. With more than twelve years of global human resources experience, she has contributed to the success of several progressive multi-national public and private companies in various industries including biotechnology, hardware and software. Her responsibilities include company-wide compensation and benefits, organizational development, talent recruitment, management and development, training, HR administrative services, and regulatory compliance.