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 [...]

Business process management (BPM) has largely focused on making business processes more efficient and agile. It provides tools and methodologies to achieve this goal. BPM is quite valuable for back office processes where the processes can be well defined and there is not much customer interaction. BPM ensures consistency in the back office processes but [...]

The most common question from prospects and clients is: “What can/could we do to lower implementation risk?”. I suppose this is actually a polite form of the question: “What can software vendors do to make implementations go better?”. Well, based on the lessons learned from dozens of “post-mortems”, there is a clear answer. KANA is [...]

Agile 2011, the annual summit for all things Agile, is this week. KANA’s own Yukari Huguenard, Agile Program Manager extraordinaire, will be in attendance, along with some 1,600 Scrum evangelists, veteran practitioners and befuddled newbies. For KANA, as you know, Agile is much more than a software development method. The Agile approach is the heart & [...]

In my role as Social Media and Knowledge Management consultant for KANA I often get asked “What’s the point of social media?” How is it people are able to build such strong relationships and trust when they often can’t see or even ever meet the people they interact with? Why is social media such a powerful [...]

In the race for most over-used and abused Marketing-speak, ‘agile’ is gaining rapidly on smart/smarter/intelligent. How can we make Agile customer service real, rather than just facile jargon? Our answer: insure that KANA SEM is Agile, rather than just another technology fluttering aimlessly towards the abstract idea of ‘agility’. To that end, Service Experience Management (SEM) is designed [...]