Customer Service Webinar

Event Details

Recorded: November 17, 2011

What: A one-hour complimentary webinar, "THE EXPERIENCE REVOLUTION - Optimizing Customer Service Experience through Mobile, Social and Knowledge-Infused Process"

Presenters:

Mark Angel, Executive Vice President, CTO, KANA
John Kihn, Vice President, Technical Services, KANA

Watch the recording: Complete the form and get instant access to this webinar

Customer service is undergoing a dramatic revolution; from a relatively simple proposition—the call center—into a complex, multi-channel, multi-experiential process. The advent of social and mobile communities coupled with rising customer expectations has created the impetus for new thinking; the emphasis is finally being put on the experience itself. It's one thing, however, to create the potential for managing service experiences and quite another to enable the delivery of good experiences. Good experiences are adapted to the context that the customer brings to an interaction. Good experiences are aptly named, regardless of the channel a customer chooses to engage. Good experiences are on-brand and on-budget; balancing the goals of the enterprise.

Join customer service thought-leader and KANA CTO, Mark Angel and KANA VP of Technology Services, John Kihn, to learn how emerging technologies—mobile, social and knowledge-infused process—can unify and adapt customer journeys across the contact center, website, mobile and social community. Engage in this thought-provoking demo to gain insight into how leading companies are taking on the challenge of responding to today's emerging technologies.

Learn how to:

• Scale social media listening so that you can filter out the noise and engage with each valued customer.
• Integrate Mobile customer experiences with other channels of customer service.
• Deliver knowledge infused-processes for CSRs and customers that adapt to the context of the interaction.

Presenters

Mark Angel

Executive Vice President, CTO, KANA

Mark is responsible for the development of KANA's next-generation customer service platform. He oversees product management, product development, documentation, quality assurance and support. Mark has worked in the fields of customer service software, knowledge management, and search technology development for more than two decades. He served as CTO of KNOVA Software Inc., now a division of Consona Corporation. Prior to KNOVA, Mark founded Kanisa, where he served as CEO. Mark studied economics at the University of Chicago and was a recipient of the Truman Scholarship.

Complete the form and get instant access to this webinar.