Welcome to the Service Experience Management Blog – a blog for customer service and citizen-services professionals interested in fresh ideas to gain control of the service experience and leverage Service to develop an emotional connection with their brand.

Why launch a blog and why now? Customer Service has become strategic. Leading enterprises now recognize that delivering service experiences on brand, as well as on budget, is imperative to success. Just a few years ago, only a handful of enterprises had Chief Customer Officers or VPs of Customer Experience. Gartner now reports that more than 80% of the Fortune 500 have senior leadership focused on experience management. We think the time is right to share truly remarkable thinking about this new environment. The goal is to help you thrive by taking care of your brand while taking care of your customers.

On this blog, you’ll have the rare opportunity to interact directly with industry thought leaders, sharing out-of-the-box strategies to balance the competing demands of customer satisfaction, compliance, revenue and cost. We hope you will find these posts valuable, and that, over time, you will contribute your own insights on transforming the service experience.

The SEM Blog continues our commitment to building a rich community around KANA.COM. In the weeks to come, we’ll continue to add features and content to our web site. Our blog area is amongst the most important of these initiatives, because it’s a great means of deepening our connection to you. We hope that the posts will prompt conversation and a real exchange of ideas. If there are topics you’d like to see addressed, or people you’d like to see blog, or just suggestions about how to make this work better, please let us know.

Mark Duffell – Chief Executive Officer KANA

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