In order to execute on such customer experience you require alignment between your customer service strategy and delivery platform. Join experts, our guest Kate Leggett, Senior Analyst for Forrester Research and James Norwood, Senior Vice President and Chief Marketing Office for KANA, to learn about the importance of customer experience and what constitutes a good customer experience. We'll see how effectively companies are delivering this experience and we'll look into some of the process and technology challenges in delivering the desired web self-service experience and how to overcome them.

Key discussion areas include:
Importance of good customer experience
Challenges in delivering good customer experience
How web self-service fits into the overall customer experience strategy
What are the elements of a good web self-service experience
Key elements to consider when delivering web self service

Date & Time-
October 20th, 2011 , 11:00AM PT | 2:00 PM ET | 7:00PM GMT

Presenters-
Kate Leggett, Senior Analyst, Forrester Research , James Norwood, Senior Vice President & Chief Marketing Officer, KANA

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