Service Experience Management

Event Details

Recorded: September 14, 2011

What: A one-hour complimentary webinar, "One Size Doesn't Fit All! - How to Create Differentiated Customer Experiences"

Presenters:

Vikas Nehru, Vice President, Product Marketing, KANA
Kelly O'Connor, Senior Solutions Engineer, KANA

Watch the recording: Complete the form and get instant access to this webinar

A one-size-fits-all strategy just isn't going to cut it anymore. Since service providers are challenged to provide tailored service at a reasonable cost, the next best alternative for them is to go for the least common denominator and hope that the "average customer" will be happy with the service. Herein lies the problem.

Personalization of service experience does not necessarily equate to a large investment with white gloved treatment. What's required is a need to analyze the data that's gathered from your interactions with the customer with adaptive processes that can adjust to the needs of the customer. Service Experience Management (SEM) technology provides precisely that.

KANA SEM helps you to offer customer service experiences based on customer value, type of product or service or customer need. It also enables segmentation by other parameters that are unique to your customers or business. This means your company will provide the right service at the right cost so that your customers will be more likely to complete transactions, having been offered what they actually want and need.

The SEM technology behind the enablement of differentiating experiences includes: adaptive case management, adaptive desktops, knowledge infused processes, and sentiment analysis. It helps you understand what the customer needs in order to tailor the experience specifically for them.

In this webinar you will learn how SEM:

1. Helps you design adaptive processes for differentiated experiences
2. Provides the right knowledge at the right point in time for the right customer with knowledge-infused processes
3. Delivers differentiated experiences with agents' use of scripts and adaptive desktops

You will also have an opportunity to see a demo of KANA SEM during this one-hour webinar.

Presenters

Vikas Nehru

Vice President, Product Marketing, KANA Software, Inc.

Vikas joined KANA in 2004 and currently serves as the Vice President of Product Marketing. He has been instrumental in leading the direction of KANA's solution suite with senior roles across engineering, product management and marketing. With over 15+ years of experience in the customer service industry, Vikas is focused on understanding customer pain and bringing solutions to market that generate value, revenue and meet the functional and practical requirements of the end user. Vikas received his B.Sc. and M.Sc. in Computer Science from the University of Alberta, Canada.

Complete the form and get instant access to this webinar.