September 22, 2010 03:00 ET

MEDIA ALERT: KANA European Customer Summit Offers Free Certification, Attracts Customer Service, Usability and New Marketing Luminaries

LONDON--(Marketwire - September 22, 2010) -


  • KANA Annual EMEA Customer Summit
  • Sessions to focus on how Service Experience Management helps companies deliver a customer-focused service experience that successfully balances customer interests with business goals
  • Technical deep-dives into KANA's current solution set
  • Guided hands-on demo of KANA SEM platform

WHO: Open to all KANA customers worldwide -- free of charge

WHEN: October 4 (11 am to 6 pm) and October 5 (8 am to 3:30 pm)

WHERE: Coombe Abbey Hotel, Coventry, Warwickshire, UK


Customer-lead discussions:

  • Paul Blake of Three will be speak about 'Apps, Portals & Website Search - Moving Beyond the Standalone Support Knowledgebase' -- the notion of pushing customer service via iPhone/iPad apps
  • Sue Philpot from IFDS Group will speak about 'Regulated Yet Multi-Channel service' -- providing multi-channel support to many customers within a regulated industry
  • TELE2's Erik Lindström will speak about 'Unified Customer Service' -- supporting many customers in many countries with many languages

Industry Speakers:

  • Joseph Jaffe, one of the foremost thought leaders on marketing through customer service and best-selling author of Flip the Funnel, will speak on 'Customer Service is the New Marketing'
  • Caroline Jarrett -- author and usability expert will speak about how to 'Evolve your User Experience for Optimal Productivity'
  • Shaun Smith -- customer service and loyalty expert, will present on 'Crafting Customer Experiences that Achieve Brand Differentiation'

KANA Leadership:

  • Mark Duffell - KANA CEO will speak about what customers can expect in 2011
  • Mark Angel - KANA CTO and industry visionary to unveil KANA SEM version 11


  • Half Day Certification Program for KANA customers -- normally $500, to be offered free of charge to all conference attendees on October 6
  • KANA is hosting an online community for all attendees where presentations will be posted and customers can share thoughts -- now live at

Contact Information