Join our experts Kate Leggett & James Norwood, for an one-hour complimentary webinar, "Secrets of Customer Service Leaders – How They Differentiate by Daring to be Different" October 20th, 2011.

1. Upcoming Webinar Secrets of Customer Service Leaders – How They Differentiate by Daring to be Different
Today the secret to business success is good customer experience. Customer experience defines customer's perception of your
company throughout the interaction life-cycle including pre-sales, purchase and then post-sales support. Leaders in customer
experience are finding innovative ways to design the customer experience that is aligned with the brand promise and meets the
expectations of their customers. They are finding innovative ways for cost leadership, service differentiation as well as creating
personalized experiences for their customers.
In order to execute on such customer experience you require alignment between your customer service strategy and delivery
platform. Join experts, our guest Kate Leggett, Senior Analyst for Forrester Research and James Norwood, Senior Vice President and
Chief Marketing Office for KANA, to learn about the importance of customer experience and what constitutes a good customer
experience. We'll see how effectively companies are delivering this experience and we'll look into some of the process and technology
challenges in delivering the desired web self-service experience and how to overcome them.
Key discussion areas include:
 Importance of good customer experience
 Challenges in delivering good customer experience
 How web self-service fits into the overall customer experience strategy
 What are the elements of a good web self-service experience
 Key elements to consider when delivering web self service

Date & Time-
October 20th, 2011 , 11:00AM PT | 2:00 PM ET | 7:00PM GMT
Presenters-
Kate Leggett, Senior Analyst, Forrester Research , James Norwood, Senior Vice President & Chief Marketing Officer, KANA
Webinar URL
http://www.kana.com/sem/webinars/secrets-of-customer-service-leaders.php
About KANA
KANA makes every customer experience a good experience. As the leader in Service Experience Management (SEM), KANA gives
managers total control over the customer service process, so they can take care of their brand while taking care of customers. By
unifying and adapting customer journeys across the contact center, web site and social community, KANA's solutions have reduced
handling time, increased resolution rates and improved NPS at more than 600 enterprises, including half of the Global 100 and more
than 200 government agencies. KANA is based in Silicon Valley and has offices worldwide.
REGISTER NOW
©2011 KANA Software, Inc.
Know more -customer service chat, email response, customer service solutions