Loyalty 360 and KANA Present Customer Service Trends for 2014: How are You Positioned for the New Year?

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KANA to present a webinar that focuses on customer service engagement trends and predictions regarding customer experience management and supporting technologies heading into 2014.

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Building strong customer experiences at every touch point is an imperative of every organization.

Based on recent findings from a global customer service research initiative, this webinar will examine where customer service channel engagement is heading, compare and contrast the latest trends with previous findings and help justify customer experience initiatives for the New Year.

On Dec. 5 at 1 p.m. EST, Loyalty 360 will host a webinar titled, “Customer Service Trends for 2014: How are You Positioned for the New Year?” which will be presented by KANA.

Attendees will learn the following from this webinar:

  • Varying degrees of impact that are driven by mobile, Web and social channels
  • Roles of traditional service channels including phone and email
  • Progress toward omni-channel strategies that address customers’ communication and service resolution preferences
  • Advice for departments to better align in order to deliver consistent, context-relevant and cost-effective customer experiences

“Building strong customer experiences at every touch point is an imperative of every organization,” shared Erin Raese, President of Loyalty 360 – The Loyalty Marketer’s Association. “Yet technology and strategies continue to evolve at a rapid pace. We're excited to present this webinar at a time when we're all planning for 2014 as it will help all marketers understand how today’s trending strategies will evolve.”

The featured webinar speakers will be Esteban Kolsky, Principal and Founder of ThinkJar, an advisory and research think-tank focused on Customer Strategies; and James Norwood, Chief Marketing Officer, KANA.

“Our research indicates a more strategic, mature and better funded customer service function emerging among organizations,” said Esteban Kolsky. “They are ready to change and expand their operations to better serve customers and help achieve aggressive business goals. James and I look forward to detailing the activity occurring, and what still needs to happen, to enable next-generation contact centers.”

Marketers are invited to join Loyalty 360 and KANA on Dec. 5 at 1 p.m. EST to learn where customer service engagement is heading in 2014. For more information, please visit: http://loyalty360.org/conferences/event/customer-service-trends-for-2014-how-are-you-positioned-for-the-new-year.

About Loyalty 360
Loyalty 360 is an unbiased, market driven, voice of the customer focused clearinghouse and think-tank that is committed to bringing loyalty to the forefront as a critical marketing strategy. A trusted source for cutting-edge research, best practices, and networking opportunities, Loyalty 360 gives members the expert insights and guidance they need to better understand loyalty and develop programs that effectively engage their customers and employees and build stronger relationships with them. For more information, visit loyalty360.org.

About KANA
KANA understands the value of great Customer Service experiences. We know every channel through which a customer communicates with—and about—your brand. We provide on-premises and cloud solutions for large enterprises and mid-market organizations. By unifying and maintaining context for customer journeys across agent, Web, social and mobile experiences, KANA solutions have reduced handling time, increased resolution rates and improved net promoter scores (NPS) at more than 900 enterprises – including many of the Fortune 500 and more than 250 government agencies. At KANA, we help create differentiated and personalized customer experiences that count.

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Erin Raese
Loyalty 360
+1 (513) 800-0360 Ext: 130
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