KANA Customer Experience Transformation Engagement analyzes and reengineers business processes, resulting in a blueprint for success that aligns with your company's customer service needs. Your KANA team will assess current business drivers, success measures, and user preferences. They will also develop an understanding of existing capabilities and compare these to industry benchmarks to determine specific programs that will drive design, automation, and optimization.

Customer Transformation includes:

Multi-Channel Optimization

An assessment of customer service channels, discovery and visioning workshop, benchmarking maturity model, creation of solutions architecture, and roadmap for each KANA solution to be deployed.

Content Audit and Transformation

A comprehensive mapping of your customer service transformation content, definition of authoring processes and standards, and content re-engineering and migration activities.

Knowledge Management Tuning

Recommendations and process improvement for maximizing usability and user success with KANA IQ search and guided resolution capabilities.

KCS Transformation Program

The design and establishment of a Knowledge Centered Support Council, of workflows, solution lifecycle, content quality index and measurement programs, and a continuous improvement program.

Business Design and Transformation

Comprehensive benchmark of agent and customer service transformation experience, content, technology and measurement capabilities, gap analysis, design sessions, high-level requirements and program definition, including governance model and user adoption plan.

Performance Management

Definition of metrics and measures, along with expert guidance for data interpretation and continuous improvement, to properly set expectations and track success of new business transformation or software deployment initiatives.