It was just another day in the summer of 2012 when my then 7-year-old son Mark ran into my study and excitedly insisted I come to see what he was watching on the TV.  Not wishing to dampen his enthusiasm, I obliged, and found myself sitting in our lounge with my son watching one of [...]

The best part of my job is that I get to talk to people; lots and lots of people.  I talk to so many people about the same subjects (in this case Customer Service) that I start to see patterns and trends emerge (I was told when I first started working at Gartner that two [...]

Recently Annette Obermeier and I had the pleasure of working with Fiona Keough, CEO of the ATA, on a brief study of trends in Australian local government service centers. Thirty-four local government service center professionals participated in a survey that allowed us to better understand how Australian local government service centers are changing and compare this information with trends in [...]

Earlier this month, KANA and Utilligent delivered a compelling webinar (Lessons learned from Superstorm Sandy) related to the challenges faced by utility organizations during natural disasters. I believe that one of the most important challenges—I think you’ll agree—is how to maintain a consistently good customer experience during and immediately after a disaster until things get back [...]

Firstly thank you to the kind participants that responded to the KANA/ IBM Poll (see infographic in the original post), it provided some very interesting insights into current industry thinking within Financial Services around prioritising customer engagement trends in 2013. Perhaps the result I personally found most surprising was that only 41% of respondents deemed [...]

Bally Total Fitness has been getting its fair share of press coverage these days regarding its focus on leveraging technology to support innovation and customer engagement. KANA recently spoke with Bally Total Fitness SVP and CIO Guy Thier on the company’s customer experience and service strategy transformation. Thier is responsible for all information technology, interactive [...]

Providing engaging and satisfying customer experiences across the whole of the customer journey, all channels at all times, has become critical to organizations’ success. Customers’ expectations have rocketed while at the same time their ability to express their dis-satisfaction has exploded with social media and commercial review models. Enterprises need to think and operate in [...]

On its own, open data certainly has its uses, but they are limited. And the attention it continues to get makes it harder for anyone to talk about what makes data really powerful – open services. So what are open services? An open service is one that is freely available to everyone to use. The [...]

Sometimes life presents us with situations that challenge our established routines and force us to re-think the methods of coping we’ve grown accustom to. Years ago, one of my managers came into my office upset … she left her ATM card at home and was panicking because she wouldn’t be able to get cash for [...]

When you leave an industry event you usually have a few new pearls of wisdom that, like New Year’s resolutions, you vow you’ll implement as soon as the festivities are over. But more often than not, reality hits hard when you get back into the swing of things, and new ideas are left by the [...]