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I’m pleased to say that the feedback about KANA Connect, our annual customer summit held this year in Las Vegas, London and The Hague, was that it was a great success, with insightful addresses from guest speakers Steve Forbes, Ray “R” Wang, Esteban Kolsky and Alastair Campbell to name a few. Connect is an opportunity for us to share our vision and strategy for customer service and customer experience, and this year, an accelerated product roadmap in light of our recent acquisitions of contact center software company Ciboodle, and cloud customer service specialist Trinicom.
But the summit is of course a special opportunity for us to “connect” with you, our customers, and get your feedback—listen to your needs individually and collectively and find out what trends and practices are having the biggest impact on your business, everyday user experiences and more. This conversation helps inform the decisions we make in building out, fine-tuning and innovating our products and services.
It’s clear that social listening and mobile apps have evolved from being mere hot topics to generating palpable excitement about practical usage and measurable business impacts. It’s a strong validation of KANA’s development in this space and the increasing value of providing a holistic customer experience across channels.
Integrated multichannel service unifies individual customer interactions and data, giving shape to your customers as individuals. It’s the starting point for an authentic dialogue with them and for effective customer engagement—as well as the topic of this quarter’s Touchpoint. Also, if you haven’t already tuned into it, get practical advice from industry experts and from KANA customer and energy leader, Scottish Power, in our recent webinar on customer service challenges and solutions. Read about the new KANA offices just opened in Belfast, and see photos from our customer summits on Facebook.
It's all in this Autumn edition of Touchpoint!
James L. Norwood
Chief Marketing Officer, KANA
How do you automate service processes and make the customer experience personalized—relevant to each and every individual across multiple channels? Tune in to this roundtable event with business leaders from KANA, Parature, IntelliResponse and SAP to find out.
Watch the recording »
See how one of the world’s top energy companies has achieved monumental results in contact center efficiency while also lowering online abandonment by 50%. Hear from industry experts on key customer service challenges and practical, innovative ways to overcome them.
Watch the webinar »
The growing number of service channels and increasing demands of today’s customers have changed the strategic value of the contact center. How are organizations approaching this development? How does it affect collaboration between customer service, marketing and upper management? And where does it leave the agent?
View/download the research paper »
Customers expect to be remembered between channels and interactions. Integrated communication channels and context-driven service processes are empowering businesses and making it possible. Nonetheless, 90% of service organizations—according to one Gartner survey—have yet to connect the dots.
Read more »
Since its 2010 acquisition of Belfast-based, government-2-citizen tech company, Lagan, KANA has more than doubled its size and grown its Belfast headcount by 20%. The public sector arm of KANA now has brand new facilities and is looking to fill 10 new positions.
Read the press release and see photos on Facebook »
A multitude of contextual data combines to personalize the customer experience. But what inputs go into this equation and how does it really work?
Read more »
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