Welcome Reception in the Solutions Showcase

Leveraging Technology for Excellent Customer Service

Presenter: Tom Gerhard, Priceline

1:45pm-2:30pm

Breakout Sessions

Track 1: The Brave New World of Social CRM - How to Leverage its Power for your Business
This session will cut through the hype, and help you define the principles, possible benefits and risks of Social CRM.

Presenter: Michael Maoz, Gartner

Track 2: Enhancing Service Experience through eService
In this session learn the best practices around managing the customer service experience and increasing loyalty through a seamless integration of eService channels across Service and Sales line of businesses. You will also hear a customer perspective on their vision for using KANA 10 as a complement to KANA Response.

Presenter: Emma Escalante, RedCats - USA

3:00pm-3:45pm

Breakout Sessions

Track 1: How to Translate your Vision of Customer Service into an Executable Service Experience Roadmap
This session will cover KANA's roadmap for SEM. It will help you understand how to on-ramp to SEM from the current set of KANA produts and fulfill your vision for customer service.

Presenters: Justin Anovick, KANA & Vikas Nehru, KANA

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, Anne Wood, The Carphone Warehouse & Jennifer Nuessen, Sprint

8:00am-8:45am

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

Presenter: Anne Wood, The Carphone Warehouse

Track 2: Moving to the Left
Delivering an integrated, intuitive and engaging set of capabilities across your eService channels that drive deflection, satisfaction and efficiency.

Presenter: Regina Estes, Xerox

9:30am-10:15am

Track 1: 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

Presenter: Mark Duffell, KANA

An assessment of your knowledge of all aspects of KANA IQ

Leader: Lorrin Reyna

An assessment of your knowledge of all aspects of KANA IQ

Leader: Cassie Datena

An assessment of your knowledge of all aspects of KANA IQ

Leader: Lorrin Reyna

An assessment of your knowledge of all aspects of KANA IQ

Leader: Cassie Datena