What’s the key to success in today’s business climate? Stellar customer experience.

A customer’s experience is the one thing that will cause an individual to go from a brand explorer to a brand advocate. And a bad customer experience is one that can be detrimental for a business.

“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 explain. “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 just a few days, Kate Leggett, senior analyst for Forrester (News - Alert) Research and James Norwood, senior vice president and chief marketing officer for KANA, will take to the mic for a live, free webinar titled, “Secrets of Customer Experience Leaders – How they Differentiate by Daring to be Different.” KANA, a leader in service experience management (SE), has helped more than 600 enterprises by unifying and adapting customer journeys across the contact center, website and social community.

The webinar, taking place Thursday, Oct. 20, at 2 p.m. EST/11 a.m. PT will highlight the need for alignment between your customer service strategy and delivery platform.

The webinar will cover 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.

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.

To register for the webinar, click here.