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Are Knowledge Infused Processes the Answer to Self-Service Woes?

KANA Software, Inc.


Abstract:

While 80% of companies believe they are doing an outstanding job delivering good customer experiences, only 8% of their customers actually agree. According to Esteban Kolsky, this gaping disconnect reflects the lacking ability of service organizations to provide the simpler, faster, better service customers want-not their lack of trying.


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