This blog is an informal forum for KANA executives, members of the KANA Global Consulting Organization and Product Marketing teams to share their perspectives on topics related to Service Experience Management, customer service and support trends, self-service best practices, Web 2.0, knowledge management and other topics central to improving customer service delivery. Now in its second year, the forum has attracted over 10,000 views since going live and has become an active community for discussion and sharing.
We encourage comments and the free exchange of ideas, but note that comments may be reviewed by bloggers before they are posted. Also, we won’t post comments that are inappropriate or use profanity.
Ideas and information expressed are the opinions of the blogger and may not reflect the company’s views.
About our bloggers:
Kate Leggett is the director of product marketing at KANA, a frequent author in business and trade publications, and has experience in many areas of the eCommerce and CRM industry.
Mark Angel is the chief technology officer at KANA and responsible for driving KANA’s technology vision, including the development of the company’s next-generation service experience management platform, KANA 10. He’s also closely involved with strategic M&A activities.
John Chmaj is VP and chief KM strategist at KANA GCS who currently manages the group’s KM assessment, optimization and search tuning services, and was a co-author of the Knowledge-Centered Support (KCS) model.
Vikas Nehru has served as the VP of strategy at KANA for over six years. He possesses deep technical and customer-facing experience, which in addition to his time at KANA, includes prior stints at IBM and eGain.
Andrew Cohen, PhD is VP and practice director at KANA GCS, responsible for the group’s business design services and Communities programs, and spent a number of years in KM research at Knova and IBM Research.
For additional information on this blog or its contents, please send an email to firstname.lastname@example.org.