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 [...]

On its own, open data certainly has its uses, but they are limited. And the attention it continues to get makes it harder for anyone to talk about what makes data really powerful – open services. So what are open services? An open service is one that is freely available to everyone to use. The [...]

Based on my experiences from the fore-runner to 2012′s “Digital by Default” PS Public Service Events conference, I wasn’t expecting much more than “interested conversations.” How wrong was I… Why Sponsor Again? Let’s back up a little…  why did KANA sponsor, speak and exhibit for a second year? Quite simply because actual ‘Digital by Default’ events [...]

Whilst public sector organizations are similar to commercial sector organizations, and indeed both have a lot to learn from each other, public sector organizations have a number of characteristics that are largely unique to them. In the public sector, particularly local government, many services relate to a location, whether its someone’s home address or a [...]

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 [...]

9:00 PM – Ok, so it was actually Thursday night as this major retailer decided to start their sale a few hours before midnight. Black Friday has never been a huge event for us as my wife has all the gifts purchased and wrapped before Thanksgiving (as a result, she has no stress Christmas shopping [...]

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, [...]

My mom Marie, a lovely woman in her 70s, has just replaced her old computer (used mostly for soduko, crosswords and email) with a new Windows-based machine with a faster processor and better graphics. We’ve upgraded her wireless network and now she is bravely and intrepidly posting updates on her facebook wall, venturing to sites like [...]

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 [...]

How do I shop, let’s say, for a new digital SLR camera? I go to the internet and search for cameras, read the reviews, do product comparisons and shortlist the brands and models that meet my need (want?). Then I search for the best price. Next maybe I’ll go to a retail store like Best [...]