Secrets of Customer Experience Leaders – How they Differentiate by Daring to be Different
A discussion with Independent Research Analyst Kate Leggett
Thursday October 20, 2011 2:00PM ET/ 11:00AM PT

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:
1. Importance of good customer experience
2. Challenges in delivering good customer experience
3. How web self-service fits into the overall customer experience strategy
4. What are the elements of a good web self-service experience
5. Key elements to consider when delivering web self service

Kate Leggett
Senior Analyst Forrester Research Inc.

Kate is a leading expert on customer service strategies. Her research focuses on helping organizations establish and validate customer service strategies, prioritize and focus customer service projects, facilitate customer service vendor selection, and plan for project success.

Kate has extensive industry experience, with more than 10 years of leadership at customer service software companies, where she held senior product marketing and product management roles. She is also a published author on customer service trends and best practices. Kate earned a bachelor of science from the University of Toronto and a master of science from the University of Pennsylvania.
James Norwood
Senior Vice President, Chief Marketing Officer KANA

James is responsible for leading KANA's global marketing strategy and execution, including: corporate, product and solutions marketing, customer, field and partner marketing, communications and communities, demand generation, public and analyst relations, and web presence. With more than 20 years industry experience, James has proven success in strategic marketing contributing to significant demand and revenue growth. Prior to joining KANA, James was responsible for the worldwide product marketing of enterprise resource planning (ERP) and industry solutions at Epicor Software Corporation. James studied systems analysis and computer science at the University of Westminster, England.

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.