Powering Customer Support with Social Media Intelligence
A discussion with Independent Research Analyst Zach Hofer-Shall Wednesday July 27, 2011 11:00AM PT / 2:00PM ET

Join us to explore the power of social media’s explosive growth and what it means to consumers and brands. Learn about the new ways consumers interact with companies and their expectations of engagement through social channels by way of proactive and reactive engagement (ie: monitoring keywords and following up is more or less common knowledge, whereas identifying statistically relevant emerging patterns of conversation and taking action is not).

Join experts, our guest Zach Hofer-Shall at Forrester Research and Mark Angel, Executive Vice President and Chief Technology Officer at KANA to capture the view of the Customer Service Manager and better understand:
    1) Goals and how can social (listening, or communities) help achieve them (ie: driving down cost, improving customer satisfaction, etc.)
    2) Governance and privacy and how they should address it
    3) Examples of where social is being used really well in customer service

When: July 27 at 11:00 AM PDT, 2:00 PM EDT
What: a one-hour complimentary webinar, "Powering Customer Support with Social Media Intelligence – A discussion with independent research analyst Zach Hofer-Shall."
Presenters: Zach Hofer-Shall at Forrester Research and Mark Angel, Executive Vice President and Chief Technology Officer at KANA
Register: Click here to register
Questions: If you would like more information about this event, please contact Katie Sieck. Upon registration, webinar access information will be provided to you via email.

Presenters:
Zach Hofer-Shall
Zach Hofer-Shall, Analyst, Forrester Research, Inc

Zach serves Customer Intelligence professionals. He is a leading expert on Social Intelligence: using insights generated from online discussion to inform marketing and business strategy. Zach has been with Forrester for three years. Prior to joining Forrester, Zach ran the social media strategy arm of a UK-based marketing firm, where he developed a social media monitoring tool and delivered strategic social business strategies. His work involved building and advising on corporate blogs, planning social media marketing campaigns, developing corporate social media strategies, and driving social media monitoring and measurement initiatives. Zach has a BS from Union College.


Mark Angel
Kana

Mark is responsible for the development of KANA's next-generation customer service platform. He oversees product management, product development, documentation, quality assurance, support and marketing. Mark has worked in the fields of customer service software, knowledge management, and search technology development for more than two decades. He served as CTO of KNOVA Software Inc., now a division of Consona Corporation. Prior to KNOVA, Mark founded Kanisa, where he served as CEO. Mark studied economics at the University of Chicago and was a recipient of the Truman Scholarship.

Moderator:
Erik K. Linask
Group Editorial Director TMCnet

Erik oversees the daily operation of TMCnet, which delivers news, information, videos, white papers, podcasts, and more to three million visitors each month. He is also a contributor to TMCnet as well as TMC’s IP Communications publications. Prior to joining the TMC team, several years ago, he was Managing Editor at Global Custodian, a global securities services publication, where he also managed the magazine’s survey research. Erik began his professional career at management consulting firm Leadership Research Institute.

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

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