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Verint Enters Definitive Agreement to Acquire KANA Software

Ryan Hollenbeck, Senior Vice President, Global Marketing, Verint, and James Norwood, Chief Marketing Officer, KANA Software This week, Verint® entered into a definitive agreement to acquire KANA Software. Located in Silicon Valley in Sunnyvale, California, KANA is a leader in customer service solutions delivered both on-premises and in the cloud. With award-winning solutions in the […]

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Of Ice Cubes, Ironing Boards, and Customer Service

I’m not long back from a short vacation in Europe. I should point out right up front that I was born in Europe and grew up there before moving to the USA in the year 2000, where I have been ever since, which I believe adds important context here. I have to say that I […]

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Web Self-Service: Strategic Imperative For Unifying Multichannel Customer Support

Recent research from Gartner advises that “self-service customer support strategies must include proper planning for many channels and functions coming together to deliver the same great customer experience irrespective of the customer touch points.” i We couldn’t agree more. As a strategic advisor and technology provider for many of the best-known brands and government agencies […]

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Top 5 Predictions for Customer Service Part 2: 2013 Predictions and Observations

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. […]

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Top 5 Predictions for Customer Service Part 1: 2012 in Review

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 […]

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It’s the 20th anniversary of SMS texting – can you believe it?

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, […]

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KANA? Aren’t they the email company?

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 […]

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Flying the Friendly Skies of Social Media and Social Business

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 […]

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KANA and Trinicom – for unbeatable service experience

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 […]

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A mind-altering customer experience – in Amsterdam

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 […]

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