I couldn’t make it to the KANA Connect 2013 conference this September, but the marvels of modern technology allowed me to follow the event in real time through social media streams, and to have a debriefing with Jim Norwood, KANA Software’s chief marketing officer (CMO). In a nutshell, last year’s conference was about KANA delivering an end-to-end customer experience (CX) offering, whereas this
web conference call
and businesses with e-commerce Web sites. KANA’s capabilities include customer service interaction through live chat, e-mail, phone, and Web self-service (WSS) portals as well as knowledge-based applications that assist agents in their conversations with customers. KANA serves about 900 companies in the communications, financial services, retail, health care, and technology industries, as well as government clients in cities such as Boston, Brisbane, San Francisco, Sheffield, Toronto, and Vancouver.