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Service Experience Management

Why Enterprises Need Service Experience Management: Will Your Customers Really Wait for You to Get Service Experience Management Right?
Companies today cannot compete on product and price alone. To survive and prosper, your service experience a critical element of your company’s success or failure. KANA has developed Service Experience Management or SEM to empower you to take control of the service experience that you offer your customers. SEM is the closed loop process of controlling and adjusting customer interactions while improving company performance. In addition, SEM ensures the ability to provide this ideal service experience in accordance with a balanced set of key performance indicators. This paper explains why companies need a new approach to managing service processes, how SEM transforms the management and control of service processes and how SEM enables evidence-based service management.

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