Welcome & Opening Remarks

Presenter: Michael Fields, KANA

Understanding the Power of Service Experience Management - Live Demo of KANA 10

Presenter: Mark Angel, KANA

Track 1: It's A New Day at KANA - Q&A on KANA's Business Direction & Status
This session will discuss KANA’s business status and direction. Q&A on the deal and KANA’s strategy will be addressed.

Presenters: Mark Duffell, Accel-KKR & Michael Fields, KANA

Track 2: Upgrading KANA Response - From Planning to Execution
Considering a Response Upgrade? This session will provide you with the information you need to be successful. Topics covered include planning your upgrade and understanding the upgrade process.

Presenters: Lorrin Reyna, KANA, Steve Rousos, KANA

4:00pm-4:45pm

Track 1: Case Study: Strategies for Effective Web Self-Service
How should self-service factor into your multi-channel strategy? How should you link self-service to assisted service? How can you measure self-service ROI, and, most of all, how do you make sure you get a big-time "R"?

Presenter: Anne Wood, The Carphone Warehouse

Track 2: Workshop: A Guided, Hands-On Tour of KANA 10
It's very, very real: every participant will lay hands on the Experience Modeler and build a Service Experience the SEM way.

Presenters: Sue Johnston, Priceline, Terri Czerwinski, KANA, & Max Copperman, KANA

4:00pm-5:30pm

Track 1: Using KCS and KANA IQ to get Knowledge into the Hands of the Customer
Description coming soon...

Presenter: Regina Estes, Xerox

Track 2: Managing Content to make your Knowledge Findable, Usable and Relevant.
Your knowledge base is only as good as the content in it - learn the top 10 things you can do NOW to improve your content!

Presenter: John Chmaj, KANA

Track 1: Case study: How Service Experience Management Can Shape A New Approach To Multi-Channel Service
SEM is new technology AND a new way of delivering service. You will hear how from a large KANA client translating experience management into a compelling strategy for optimizing customer service.

Presenter: TBA

Track 2: The Cloud: Opportunity or Threat
IBM's "Cyber Evangelist" will examine the opportunities and risks posed by the emergence of The Cloud - which promises to revolutionize IT. This session will start with a very brief discussion of what "cloud" means, then we'll look at ways to take services hosted in the cloud and integrate them with your existing applications and business processes. We'll demonstrate how cloud computing can bring you stability and scalability at a much lower cost and administrative overhead. The session will wrap up with a short discussion of governance and security, both of which are just as important in the cloud as they are for in-house systems.

 

Service-Oriented Architecture makes the infrastructure of our applications more flexible; cloud computing promises to do the same with our network infrastructures. If you want to understand how your enterprise and your I.T. organization can leverage the biggest change in the technology landscape since the Internet, don't miss this session.

Presenter: Doug Tidwell, IBM

Closing Remarks & Boxed Lunches

Presenter: Michael Fields, KANA

An assessment of your knowledge of the functional & operational aspects of KANA Response

Leader: Cassie Datena

An assessment of your knowledge of the technical & configuration aspects of KANA Response

Leader: Lorrin Reyna

An assessment of your knowledge of the functional & operational aspects of KANA Response

Leader: Cassie Datena

An assessment of your knowledge of the technical & configuration aspects of KANA Response

Leader: Lorrin Reyna