Recently I was at a conference  where former New Labour spin-doctor Alistair Campbell was speaking. He stated that the “citizen and the consumer had merged” and that people want “private sector standards and public sector values”.  I pondered on this and decided it meant that people want the efficiency of the private sector and the [...]

I’ve been feeling a little like Mark Twain of late. Lagan’s competitors have been spreading ridiculous rumours since KANA bought the company just over a year ago. So it’s about time I set the record straight! The past 12 months or so have certainly seen some changes within the organization – no acquisition can occur without that [...]

Well, quite a lot actually. Way back in the late summer of 1993, I remember sitting with Tom Montgomery, one of the other Lagan co-founders, brainstorming naming ideas for our new software company venture. I wanted something that would identify the company as being from Northern Ireland but NOT be controversial. He agreed but immediately suggested “Red Hand [...]

On April 27th 2011 US President Obama issued an executive order to heads of federal departments and agencies to streamline service delivery and improve customer service. The agencies were given 180 days to develop their plans and publish them on their Open Government webpage. Learning from industry In the order, the President exhorts government managers [...]

In my job as VP of Solutions Marketing at KANA, I’m privileged to get to meet a lot of customers and prospects across many different industries and countries.  One of my focus areas is the public sector. What I’ve found is that regardless of where you go in the world, public sector organizations are looking [...]

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 [...]