I’ve been feeling a little like Mark Twain of late. Lagan’s competitors have been spreading ridiculous rumours since KANA bought the company just over a year ago. So it’s about time I set the record straight! The past 12 months or so have certainly seen some changes within the organization – no acquisition can occur without that [...]

Well, quite a lot actually. Way back in the late summer of 1993, I remember sitting with Tom Montgomery, one of the other Lagan co-founders, brainstorming naming ideas for our new software company venture. I wanted something that would identify the company as being from Northern Ireland but NOT be controversial. He agreed but immediately suggested “Red Hand [...]

As part of its austerity measures, the UK Government is putting serious effort into reducing the cost of service delivery and has introduced several austerity programs. One of these, ‘Digital by Default’ focuses on reducing the cost of handling government to citizen engagements by encouraging citizens to use cheaper digital channels instead. Sometimes referred to [...]

The last few weeks have been fairly hectic, with the KANA User Summits taking me from London, Twickenham to Miami, Florida and back again to Belfast– all within a few days…  Despite the jet lag, I always enjoy the User Summits as I get the chance to hang out with our customers which, given some [...]

‘The UK Government is way behind on Cloud services and needs to get more aggressive…’ – so said Salesforce.com CEO Marc Benioff at its London Cloudforce event on September 14th. Reported by TechMarketView, they highlight their own previous reports on the UK Government’s limited progress. Unfortunately, I tend to agree with them both. I personally supported [...]

In my last blog I introduced my recent whitepaper ‘Overcoming the Barriers to Channel Shift’ and highlighted some of the specific areas that prevent public sector organizations from realizing all the business benefits available from a Channel Shift strategy. One of the areas I talk about in this whitepaper is Open Government, which I want [...]

In my job as VP of Solutions Marketing at KANA, I’m privileged to get to meet a lot of customers and prospects across many different industries and countries.  One of my focus areas is the public sector. What I’ve found is that regardless of where you go in the world, public sector organizations are looking [...]