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, [...]

Recent research has provided further insight into some of the emerging customer service trends and ways in which organisations are working hard not only to keep up, but to try to get ahead and deliver exceptional service. Among the issues are the conflicting demands between cost (spend less time) and save money but make sure [...]

I’ve been buying my groceries from the same major retail chain for the last 20 years.  I’m happy with the quality of their food and household products.  I used to spend 2-3 hours every Saturday/Sunday going through the different aisles looking for new items and interesting offers that sometimes persuaded me to buy food we didn’t need [...]

If you haven’t already heard the news, KANA has just completed its acquisition of leading contact center company, Ciboodle. It’s an important step in the continued build-out of KANA’s Customer Experience Management solution and a decision I’m excited about for KANA as a company, and on behalf of Ciboodle’s and KANA’s joint customers. Like KANA, [...]

How many times have you gone to the online support community of a business only to ask yourself once you get there: “Why am I here when I have Google?” Questions searched in Google will bring up threads from relevant corporate pages as well as from (sometimes more illuminating) discussions on those homegrown ‘support’ sites [...]

Hi Jeff, thanks for taking the time to answer a few questions for our blog readers. Q.1 Running Finance for a company like KANA must be a diverse job and I’m sure many people would love to know what it involves. What does a typical day consist of? Answer: There is no typical day! My [...]

I’m guessing that many readers of this blog had never heard of Trinicom before. So here’s a small introduction… we are based in a castle somewhere in The Netherlands.   I am sure you know our capital Amsterdam (KANA CMO, James Norwood has written a nice blog about the city) and maybe some stories about wooden shoes, cheese, tulips or windmills. I have to disappoint you; [...]

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 [...]

Hi James, thanks for taking the time to answer a few questions for our blog readers. Q.1 Running Marketing for a company like KANA must be a diverse job and I’m sure many people would love to know what it involves. What does a typical day consist of? Answer: There are no typical days! The [...]

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, [...]