Agenda

Sunday, April 11 • KANA Customer Summit

Time Title Location
11:00am-8:00pm Registration/Hospitality Suite Open Flagship A
6:00pm-10:00pm

Welcome Reception in the Solutions Showcase

Plaza Foyer

 

Monday, April 12 • KANA Customer Summit

Time Title Location
7:00am-5:00pm Registration/Hospitality Suite Open Flagship A
7:00am-8:00am Breakfast & Birds of a Feather Roundtable Discussions Plaza C
8:00am-8:30am

Welcome & Opening Remarks

Presenter: Mark Duffell, KANA

Plaza Ballroom
8:30am-9:30am

Leveraging Technology for Excellent Customer Service

Presenter: Tom Gerhard, Priceline

Plaza Ballroom
9:30am-10:30am Keynote Speaker: Shaun Smith Plaza Ballroom
10:30am-11:00am Morning Break in Solutions Showcase Plaza Foyer
11:00am-12:00pm

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

Presenter: Mark Angel, KANA

Plaza Ballroom
12:00pm-1:00pm Lunch & Birds of a Feather Roundtable Discussions Plaza C

1:00pm-1:45pm

Breakout Sessions

Track 1: Q&A with KANA CEO Mark Duffell on KANA's Business Direction and Status
This session will discuss KANA’s business direction and status. It will include a Q&A session on A-KKR's acquisition of KANA and KANA's 2010 strategy.

Presenters: Mark Duffell, KANA & Dean Jacobson, A-KKR

Seaport A

Track 2: Evolve Your Knowledge Offering by Leveraging Best Practices
When it comes to answers, customers and agents rely on your knowledgebase. However, delivering contextual knowledge is challenging. We present an industry-standard knowledge management maturity model, and recommendations to improve the service experience.

Presenters: Kate Leggett, KANA & Andrew Cohen, KANA

Seaport B

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

Seaport A

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

Seaport B
2:30-3:00pm Afternoon Break Plaza & Seaport Foyers

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

Seaport A

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

Seaport B

3:45pm - 4:30pm

Breakout Session

Track 1: Case Study: Guidelines for a Successful Multichannel Customer Service Strategy
How do you protect your customer experience while achieving ambitious plans for growth? In this session you will hear how one innovative KANA client, LOVEFiLM, has deployed an effective multi-channel strategy.

Presenters: Fern O’Sullivan, LOVEFiLM & Toni Adams, LOVEFiLM

Seaport A

3:45pm-5:15pm

Breakout Session Double Length

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

Plaza Ballroom
4:30pm-5:45pm Solutions Showcase Open Plaza Foyer
6:00pm Board Spirit of Boston Meet in hotel lobby
6:30pm-10:30pm Spirit of Boston Dinner Cruise & Summit Awards Announcement Spirit of Boston

 

Tuesday, April 13 • KANA Customer Summit

Time Title Location
7:00am-3:30pm Registration/Hospitality Suite Open Flagship A
7:00am-8:00am Breakfast & Birds of a Feather Roundtable Discussions Plaza C
7:00am-8:00am Solutions Showcase Open Plaza Foyer

8:00am-8:45am

Breakout Sessions

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

Seaport A

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

Seaport B

8:45am-9:30am

Breakout Session

Track 1: Tailoring a Balanced Scorecard for your Customer Service Offering that Strengthens your Brand
From AHT to FCR to Value per Touchpoint, there are a zillion metrics for measuring customer service. How do you focus on the "right" metrics, consistent with your unique brand and business goals? How do you then benchmark your current effectiveness, using those metrics? And, how do you drive planning and obtain funding with your tailored benchmarked scorecard?

Presenter: Bruce Temkin, Forrester Research

Seaport A

8:45am - 10:15am

Breakout Session Double Length

Track 2: Workshop: Making Service Experiences Usable
Every study shows great usability drives massive ROI, and poor usability sinks software implementations. This workshop will focus on specific KANA implementations, and provide a detailed look at usability do's and don'ts. One of the world's leading Usability experts will help you get your self-service site or agent desktop to the next level.

Presenters: Christine Perfetti, Perfetti Media

Seaport B

9:30am-10:15am

Breakout Session

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

Seaport A
10:15am-10:30am Morning Break in Solutions Showcase Plaza Foyer
10:30am-11:30am Keynote Speaker: Chip Bell Plaza Ballroom
11:30am-1:00pm Customer Panel & Q&A Plaza Ballroom
1:00pm-1:15pm

Closing Remarks

Presenter: Mark Duffell, KANA

Plaza Ballroom
1:15pm-1:30pm Boxed Lunches Plaza Foyer
1:30pm - 3:30pm
Workshops
Special Track: 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
Seaport A
Special Track: Working Effectively with KANA Support
A opportunity to spend time with the leaders from the KANA Support team discussing the most effective manner in which to engage and work together for success.
Presenter: John Kihn, KANA
Seaport B
3:30pm Close  

 

Wednesday, April 14 • KANA Certification

Time Title Location
7:30am-5:00pm Hospitality Suite Open Flagship A
8:00am-9:00am Continental Breakfast Plaza C
9:00am-9:30am Certification Orientation

This session is designed to prepare all certification attendees for the forthcoming examinations

Leader: Meagan Tuttle

Seaport A
9:30am-10:00am Break Seaport Foyer
10:00am-12:00pm Response Functional Certification

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

Leader: Cassie Datena

Seaport A
10:00am-12:00pm IQ Certification

An assessment of your knowledge of all aspects of KANA IQ

Leader: Lorrin Reyna

Seaport B
12:00pm-1:00pm Lunch Plaza C
1:00pm-3:00pm IQ Certification

An assessment of your knowledge of all aspects of KANA IQ

Leader: Cassie Datena

Seaport A
1:00pm-3:00pm Response Technical Certification

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

Leader: Lorrin Reyna

Seaport B
3:00pm-3:30pm Afternoon Break Seaport Foyer
3:30pm-5:30pm Response Functional Certification

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

Leader: Cassie Datena

Seaport A
3:30pm-5:30pm IQ Certification

An assessment of your knowledge of all aspects of KANA IQ

Leader: Lorrin Reyna

Seaport B
5:30pm-7:00pm Break  
7:00pm-9:00pm Dinner  

 

Thursday, April 15 • KANA Certification

Time Title Location
7:30am-11:30am Hospitality Suite Open Flagship A
8:00am-9:00am Continental Breakfast Plaza C
9:00am-9:15am Certification Orientation

Refresher orientation session for those who were not able to attend
on day one

Leader: Meagan Tuttle

Seaport A
9:15am-9:30am Break Seaport Foyer
9:30am-11:30am Response Technical Certification

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

Leader: Lorrin Reyna

Seaport A
9:30am-11:30am IQ Certification

An assessment of your knowledge of all aspects of KANA IQ

Leader: Cassie Datena

Seaport B
9:30am-11:30am Response Functional Certification
An assessment of your knowledge of the functional & operational aspects of KANA Response
Leader: Meagan Tuttle
Constitution
11:30am Conclusion & Boxed Lunches Seaport Foyer