Sunday, April 11
KANA Customer Summit |
| Time |
Title |
| 11:00am-8:00pm |
Registration/Hospitality Suite Open |
| 6:00pm-10:00pm |
Welcome Reception in the Solutions Showcase

|
Monday, April 12
KANA Customer Summit |
| Time |
Title |
| 7:00am-5:00pm |
Registration/Hospitality Suite Open |
| 7:00am-8:00am |
Breakfast & Birds of a Feather Roundtable Discussions |
| 8:00am-8:30am |
Welcome & Opening Remarks
Presenter: Michael Fields, KANA |
| 8:30am-9:15am |
Leveraging Technology for Excellent Customer Service
Presenter: Ron Rose, Priceline |
| 9:15am-10:15am |
Keynote Speaker: Shaun Smith |
| 10:15am-10:45am |
Morning Break in Solutions Showcase |
| 10:45am-12:00pm |
Understanding the Power of Service Experience Management - Live Demo of KANA 10
Presenter: Mark Angel, KANA |
| 12:00pm-1:00pm |
Lunch & Birds of a Feather Roundtable Discussions |
| 1:00pm-1:45pm |
Breakout Sessions
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
|
| 1:45pm-2:30pm |
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 products and fulfill your vision for customer service.
Presenters: Justin Anovick, KANA & Vikas Nehru, KANA
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
|
| 2:30-3:15pm |
Afternoon Break |
| 3:15pm-4:00pm |
Breakout Sessions
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
Track 2: The Brave New World of Social CRM - How to Leverage its Power for your Business
This session will cut thru the hype, and help you define the principles, possible benefits and risks of Social CRM.
Presenter: Michael Maoz, Gartner
|
4:00pm-4:45pm
|
Breakout Sessions
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
|
| 4:45pm-6:00pm |
Solutions Showcase Open |
| 6:15pm |
Board Spirit of Boston |
| 6:30pm-10:30pm |
Spirit of Boston Dinner Cruise & Summit Awards Announcement |
Tuesday, April 13
KANA Customer Summit |
| Time |
Title |
| 7:00am-12:00pm |
Registration/Hospitality Suite Open |
| 7:00am-8:00am |
Breakfast & Birds of a Feather Roundtable Discussions |
| 8:00am-8:45am |
Breakout Sessions
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
|
| 8:45am-9:30am |
Breakout Sessions
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
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
|
| 9:30am-10:15am |
Breakout Sessions
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
|
| 10:15am-10:30am |
Morning Break in Solutions Showcase |
| 10:30am-11:25am |
Keynote Speaker: Chip Bell |
| 11:25am-12:50pm |
Customer Panel & Q&A |
| 12:50pm-1:00pm |
Closing Remarks & Boxed Lunches
Presenter: Michael Fields, KANA |
Wednesday, April 14
KANA Certification |
| Time |
Title |
| 8:00am-9:00am |
Continental Breakfast |
| 9:00am-9:30am |
Certification Orientation
This session is designed to prepare all certification attendees for the forthcoming examinations
Leader: Meagan Tuttle |
| 9:30am-11:30am |
Response Functional Certification
An assessment of your knowledge of the functional & operational aspects of KANA Response
Leader: Cassie Datena |
| 9:30am-11:30am |
IQ Technical Certification
An assessment of your knowledge of the technical & configuration aspects of KANA IQ
Leader: Lorrin Reyna |
| 11:30am-12:30pm |
Lunch |
| 12:30pm-2:30pm |
IQ Functional Certification
An assessment of your knowledge of the functional & operational aspects of KANA IQ
Leader: Cassie Datena |
| 12:30pm-2:30pm |
Response Technical Certification
An assessment of your knowledge of the technical & configuration aspects of KANA Response
Leader: Lorrin Reyna |
| 2:30pm-3:00pm |
Afternoon Break |
| 3:00pm-5:00pm |
Response Functional Certification
An assessment of your knowledge of the functional & operational aspects of KANA Response
Leader: Cassie Datena |
| 5:00pm-7:00pm |
Break |
| 7:00pm-9:00pm |
Dinner |
Thursday, April 15
KANA Certification |
| Time |
Title |
| 8:00am-9:00am |
Continental Breakfast |
| 9:00am-9:30am |
Certification Orientation
Refresher An orientation session for those who were not able to attend on day 1
Leader: Meagan Tuttle |
| 9:30am-11:30am |
Response Technical Certification
An assessment of your knowledge of the technical & configuration aspects of KANA Response
Leader: Lorrin Reyna |
| 9:30am-11:30am |
IQ Functional Certification
An assessment of your knowledge of the functional & operational aspects of KANA IQ
Leader: Cassie Datena |
| 11:30am |
Conclusion & Boxed Lunches |