May 31, 2012 13:22 ET

KANA and LOVEFiLM to Speak on Embracing Customer Experience as Integral Branding Strategy at CALL CENTER WEEK 2012

Session Focuses on How to Deliver Positive Customer Experiences That Build Great Brands in the Hearts and Minds of Consumers

SUNNYVALE, CA--(Marketwire - May 31, 2012) - KANA® Software, Inc., a global leader in customer service solutions used by more than 850 enterprises including half of the Global 100 and more than 250 government agencies, today announced its Chief Marketing Officer James Norwood will be a featured speaker at CALL CENTER WEEK 2012, together with KANA customer Toni Adams, UK customer service manager, at LOVEFiLM -- Europe's largest subscription service instantly streaming films and TV series over the internet and sending DVDs and games via mail.

Their session, "Embracing Technology to Deliver Exceptional Customer Experiences in a Rapidly Changing Environment," will take place at 2 p.m. PT on Wednesday, June 6. Attendees will hear from Adams of LOVEFiLM, an Amazon company, about the role technology has played in supporting a rich engaging customer experience via the use of email, knowledge management, chat and social tools, as the company's business has evolved. LOVEFiLM has more than 2 million members in the UK, Germany, Sweden, Denmark, and Norway.

Norwood will speak on KANA's work with LOVEFiLM to help transform their service processes into effective customer experiences. As the leader for customer experience management solutions, KANA is proud to work with companies that have a relentless focus on customer service.

Norwood and Adams join an impressive lineup of more than 70 speakers, from leading brands that are defining today's world-class customer experience culture and methodology vital to capturing customers' hearts, minds and wallets. Dedicated to addressing the topic of customer experience and its rapid ascension from a mere "call center challenge" into a mission-critical, organization-wide business objective with solidified support at the C-suite, CALL CENTER WEEK will feature master classes, workshops, keynote presentations and roundtables. The event also includes presentations on four knowledge tracks: leadership and talent management, tools and technology, social media and mobile and strategy and performance.

The CALL CENTER WEEK event takes place June 4-8 at Caesar's Palace in Las Vegas. For more information please visit: Call Center Week Event

About KANA Software
KANA makes every customer experience a good experience. A global leader in customer service solutions delivered on-premise or in the cloud, KANA Service Experience Management (SEM) lets organizations take complete control over customer service interactions, so they can take care of customers, while managing costs and reinforcing brand. 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 score (NPS) at more than 850 enterprises, including half of the Global 100 and more than 250 government agencies. KANA is based in Silicon Valley, California and has offices worldwide.

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KANA is a registered trademark of KANA Software, Inc. All other company and product names may be trademarks of their respective owners.

Contact Information

  • Contact:
    Cecile Gregoire
    KANA Software, Inc.
    +1 650 618 4085
    Email Contact