October 20, 2011
Webinar - KANA Readies for Customer Experience Webinar Today
By Carrie Majewski (née Schmelkin), Director of Content Marketing, Content Boost
In just a few hours companies will get the answer to the well-circulated question: “What’s the key to creating the best customer experience?”
Today, Oct. 20, service experience management (SEM) KANA will lead a free webinar titled “Secrets of Customer Experience Leaders – How they Differentiate by Daring to be Different,” an event that will explore how to design the customer experience to align it with the brand promise and meet customer expectations. The webinar will take place at 2 p.m. EST/11 a.m. PT.
“Customer experience defines a customer’s perception of your company throughout the interaction life-cycle including pre-sales, purchase and then post-sales support,” KANA officials said of the webinar. “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.”
Some of the highlights of today’s webinar will include: the importance of good customer experience; challenges in delivering good customer experience; how Web self-service fits into the overall customer experience strategy; what the elements of a good web self-service experience are; and key elements to consider when delivering Web self service.
The webinar will be led by Kate Leggett, senior analyst for Forrester (News - Alert) Research and James Norwood, senior vice president and chief marketing officer for KANA.
Leggett, a leading expert on customer service strategies, directs her research 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.
Norwood has more than 20 years of industry experience. His prior experience includes work in the following areas: corporate, product and solutions marketing, customer, field and partner marketing, communications and communities, demand generation, public and analyst relations, and Web presence.
There is still time to register for today’s webinar! To register, click here.
Carrie Schmelkin is a Web Editor for TMCnet. Previously, she worked as Assistant Editor at the New Canaan Advertiser, a 102-year-old weekly newspaper, covering news and enhancing the publication's social media initiatives. Carrie holds a bachelor's degree in journalism and a bachelor's degree in English from the S.I. Newhouse School of Public Communications at Syracuse University. To read more of her articles, please visit her columnist page.
