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Service Experience Management

Service Experience Management: Key Technology Crown Jewels
Gaining control of the service experience to rapidly adapt to market pressures, increase customer loyalty, reduce service costs, and ensure compliance is the imperative for every customer service executive. This requires a technology solution that enables closer and more successful collaboration between IT and business owners.

KANA’s Service Experience Management (SEM) solution empowers both IT and service organizations to quickly design and adapt service experiences to meet the needs of both the customer and the business. This paper describes the way that a service organization can take control of the service experience without IT involvement. It outlines KANA’s technology crown jewel of modeling the service experience, orchestrating it across technology, people and processes, measuring its effectiveness, and using the results of the measurements for continual optimization.

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