Upcoming Webinar Secrets of Customer Service Leaders – How They Differentiate by Daring to be Different Today the secret to business success is good customer experience. Customer experience defines customer's perception of your company throughout the interaction life-cycle including pre-sales, purchase and then post-sales support. Leaders in customer experience are finding innovative ways to design the customer experience that is aligned with the brand promise and meets the expectations of their customers. They are finding innovative ways for cost leadership, service differentiation as well as creating personalized experiences for their customers. In order to execute on such customer experience you require alignment between your customer service strategy and delivery platform. Join experts, our guest Kate Leggett, Senior Analyst for Forrester Research and James Norwood, Senior Vice President and Chief Marketing Office for KANA, to learn about the importance of customer experience and what constitutes a good customer experience. We'll see how effectively companies are delivering this experience and we'll look into some of the process and technology challenges in delivering the desired web self-service experience and how to overcome them. Key discussion areas include:
Importance of good customer experience
Challenges in delivering good customer experience
How web self-service fits into the overall customer experience strategy
What are the elements of a good web self-service experience
Key elements to consider when delivering web self service
Date & TimeOctober 20th, 2011 , 11:00AM PT | 2:00 PM ET | 7:00PM GMT PresentersKate Leggett, Senior Analyst, Forrester Research , James Norwood, Senior Vice President & Chief Marketing Officer, KANA Webinar URL http://www.kana.com/sem/webinars/secrets-of-customer-service-leaders.php About KANA KANA makes every customer experience a good experience. As the leader in Service Experience Management (SEM), KANA gives managers total control over the customer service process, so they can take care of their brand while taking care of customers. By unifying and adapting customer journeys across the contact center, web site and social community, KANA's solutions have reduced handling time, increased resolution rates and improved NPS at more than 600 enterprises, including half of the Global 100 and more than 200 government agencies. KANA is based in Silicon Valley and has offices worldwide. REGISTER NOW ©2011 KANA Software, Inc. Know more -customer service chat, email response, customer service solutions