SOURCE: Knova Software

July 31, 2006 08:00 ET

KNOVA Annual User Conference to Focus on Optimizing the Customer Experience

Industry Visionaries Patricia Seybold, SSPA's John Ragsdale, and Research in Motion's Brad Maybee to Keynote Discovery 2006

CUPERTINO, CA -- (MARKET WIRE) -- July 31, 2006 -- KNOVA Software, Inc.™ (OTCBB: KNVS) today announced the keynote speakers at its upcoming annual user conference, Discovery 2006. Discovery 2006 will bring together executives and thought leaders from some of the world's leading customer service, marketing and technology organizations to focus on the requirements and best practices for delivering an intelligent, customer experience. Discovery 2006 will take place in San Francisco on September 24 - 27, 2006.

Discovery 2006 will feature an agenda that spans three days of educational sessions, panels and discussion groups with specific tracks for customer best practices, product training and industry trends. Headlining the user conference are three thought-provoking keynote speakers:

--  Patricia Seybold, founder and CEO of the Patricia Seybold Group:  Ms.
    Seybold, a best-selling author, will present on how to harness customer-led
    innovation to power business success. With more than 28 years of experience
    consulting to customer-centric executives, Ms. Seybold is a visionary
    thought leader with the unique ability to spot the impact that technology
    enablement and customer behavior will have on business trends.
--  John Ragsdale, vice president of research for the Service and Support
    Professionals Association (SSPA):  Mr. Ragsdale, the former vice president
    of research at Forrester, will speak to attendees about how rising customer
    interaction volumes combined with rising complexity of issues is creating a
    perfect storm for many customer service organizations. As he advises
    attendees on how to innovate to meet this challenge, Mr. Ragsdale will
    illustrate what a world-class customer experience means in the Web 2.0
--  Brad Maybee, vice president of technical support for Research in
    Motion (RIM):  Mr. Maybee will address attendees about his company's highly
    successful global customer service and support strategy.  In the midst of
    astounding growth and rising customer demands, Mr. Maybee will discuss how
    he created a profitable customer experience across channels that became a
    key competitive advantage for the company.
In addition to keynote speakers, Discovery 2006 will feature dozens of customer speakers and presentations from customer service leaders including VMWare, AmSouth, Novell, Express Scripts, McKesson, B&H Photo, Tellabs and others.

Influential members of the media, analysts and authors will also share insights and best practices. Attendees will hear from:

--  Joe Fleischer, Chief Technical Editor, Call Center Magazine and co-
    author, "The Complete Guide to Customer Support";
--  David Kay; Consultant, provider of Knowledge-Centered Support (KCS)
    strategic consulting and training, and author of "Collective Wisdom:
    Transforming Support with Knowledge";
--  Francoise Tourniare; customer service thought leader and author of
    "Just Enough CRM" and "Collective Wisdom: Transforming Support with
--  Allen Bonde, CRM and self-service industry analyst and senior vice
    president of eVergance, a leading CRM consulting firm;
--  Greg Oxton, Executive Director of the Consortium for Service
    Innovation and expert on customer service strategy and organizational
    development; and
--  Lisa Welsher, founder and CEO of RightProcess, and leading expert in
    process engineering and knowledge management.
Discovery 2006 is sponsored by eVergance, HP, Merlin Information Systems, CREDO Systems, PCHowTo, EPAM, and DB Kay & Associates.

About KNOVA Software

KNOVA Software is a leading provider of Service Resolution Management applications that reduce service costs, increase revenues and improve customer satisfaction. Built on a next-generation search and knowledge management platform, KNOVA's suite of knowledge-empowered customer service applications automate the resolution process across multiple channels including contact centers, help desks, email and self-service sites. Industry leaders including EDS, Ford, HP, H&R Block, Novell, Merrill Lynch, McAfee, Reuters and QUALCOMM rely on KNOVA's award-winning solutions to deliver world-class customer service. KNOVA Software is headquartered in Cupertino, Calif. For more information, visit

KNOVA Software, KNOVA, KNOVA 6, KNOVA 6.5, KNOVA Contact Center, KNOVA Self-Service, KNOVA Forums, KNOVA Field Service and KNOVA Knowledge Desk are trademarks of KNOVA Software, Inc. All other trademarks are properties of their respective owners.

Under the safe harbor provisions of the Private Securities Litigation Reform Act of 1995, statements in this press release that are not historical facts, including those statements that refer to KNOVA Software's plans, prospects, expectations, strategies, intentions, hopes and beliefs and the expected benefits of the use of KNOVA's products are forward-looking statements. These forward-looking statements are not historical facts and are only estimates or predictions. Actual results may differ materially from those projected as a result of risks and uncertainties detailed from time to time in the company's Securities and Exchange Commission filings. Any forward-looking statements are based on information available to the company today and the company undertakes no obligation to update publicly any forward-looking statements, whether as a result of future events, new information, or otherwise.

Contact Information

  • Contact:
    Michele Mehl
    KNOVA Software, Inc. / CDW Public Relations
    Email Contact