In Part 1 of this blog I looked at just how close or far away we got in terms of our technology trends and customer service predictions for 2012. Now it’s time to introduce 5 new predictions which we believe will be, if not the next big thing (TNBT) in 2013, then close to it. [...]

As usual, I’m generally the last person to blog on the theme of technology trends and predictions each year and sure enough our predictions for 2013 actually arrive in 2013. But before we do leave 2012 as a memory altogether, I believe it’s only good and proper that I review the predictions we made this [...]

Well, yes, actually I can, and the fact that I’m only picking up on this story on December 31th some 28 days and 20 years since the first text was sent offers some insight as to why. I didn’t discover texting until about 10 years ago. I didn’t begin texting “prolifically” until 2007 and I, [...]

I guess back in the day, long before my time, during the dotcom thing, KANA was “The Email Company™” or something like that. And not what you think of when you think Outlook® or Exchange by Microsoft™, but the sort of email response management software that eBay might use (and does) to handle millions of [...]

As readers of this blog might recall, and my small following on Twitter surely knows, I’m a regular customer of our customer, United Airlines. In fact, I’m a million mile flyer with United and generally surpass 100,000 qualifying air miles a year with them, which means that I spend a great deal of my life [...]

Readers of this blog will be aware that KANA completed the acquisition of Netherlands-based Trinicom recently. We made this news public last week in Utrecht, Holland, to coincide with Trinicom’s largest trade show of the year, and I was very fortunate to be invited along as the KANA spokesperson to assist with the event, chat [...]

Drugs? I bet that’s the first thing that came to mind when you read this blog post’s title. Funny that, or perhaps not so funny if you are the City of Amsterdam, which has so much more to offer than ‘coffee shops’. Unfortunately, for many people, particularly (if you excuse the generalization) the young, Amsterdam [...]

I may very possibly be the last to blog on the theme of technology trends and predictions for 2012 with every blogger worthy of a following already having done so (and before 2012 actually arrived). But in my role at KANA, this is not something I think about only at New Year. On the contrary, [...]

In my last blog post I talked about my new weekly commute between Southern and Northern California. As an established homeowner for so long I had all but forgotten what it was like to deal with a range of consumer service providers as I re-established myself in Sunnyvale. And what a long week that first [...]

After more than a decade of loyalty to United Airlines, where I have racked up more than a million lifetime miles, and where I have routinely reached 1K status (i.e 100,000 miles) by April 1st of each year, I am now going to be giving over much of my annual travel time to Southwest Airlines. [...]