KANA Connect - Las Vegas schedule

Sunday 23rd September 2012

Monday 24th September 2012

  • 1:1 Meetings with KANA Executives

    Book a 1:1 private meeting with KANA executives. Please request a meeting on your registration form. In addition to formal 1:1 meetings, we will also have a more casual environment to sit and connect with your colleagues and/or KANA team members in the Solution Showcase throughout the event.

    At 7:00am to 5:00pm, Monday 24th September

    In Gracia Commons, The Cosmopolitan Hotel

  • Breakfast in the Solution Showcase

    Partner Exhibits and KANA Solution Showcase to include demos and conversation on around the four experiences of KANA Enterprise and KANA Express: Agent Experience, Web Experience, Social Experience, Citizen Experience, as well as all KANA Channel Solutions, and of course Ciboodle.

    At 7:00am to 8:00am, Monday 24th September

    In Gracia Commons, The Cosmopolitan Hotel

  • Registration/Hospitality Suite Open

    At 7:00am to 5:00pm, Monday 24th September

    In Gracia Commons, The Cosmopolitan Hotel

  • Welcome Remarks

    by Mark Duffell

    Welcome to KANA Connect. An address from KANA CEO, Mark Duffell

    Presenter: Mark Duffell, Chairman, President and CEO, KANA

    At 8:00am to 8:30am, Monday 24th September

    In Gracia 3 & 4, The Cosmopolitan Hotel

  • Keynote Address: Navigating The Current Economy for Business Growth and Success

    by Steve Forbes

    As Chairman leading Forbes Media, Steve Forbes offers real world business advice. He has his fingers on the pulse of every economic issue being talked about today. Mr. Forbes addresses the current economic situation and provides insights and strategic advice for business growth and success during these difficult times.

    Presenter: Steve Forbes Chairman and Editor-in-Chief, Forbes Media

    At 8:30am to 9:30am, Monday 24th September

    In Gracia 3 & 4, The Cosmopolitan Hotel

  • Track 1 Strategy - Best Practices in Web Customer Service

    Hear best practices to help stop the online frustration which often times ends up burdening your contact center. In this not to be missed session, our experts will help you chart a course to online service success.

    At 9:30am to 10:20am, Monday 24th September

    In Gracia 2, The Cosmopolitan Hotel

  • Track 2 Technology - Customer Case Study: Creating a Consistent Customer Experience

    The wireless market is highly competitive and constantly changing. Competitors strive to differentiate from one another through products and services to earn customer loyalty. Recently, Sprint has embarked on a transformation aimed at differentiating through a consistent customer experience across channels. By expanding the usage of their central knowledgebase to include retail and web channels as well as the contact center, customers are ensured of a consistent, accurate answer regardless of channel. This transformation not only improves the experience for the customer, but also benefits the bottom line for Sprint. Hear how Sprint measures transfer rates, issue resolution rates, repeat contact frequency and more to provide a profitable ROI for these customer experience improvements.

    Judd Smith, Manager, Call Center Infrastructure - Knowledge Tools, Sprint

    At 9:30am to 10:20am, Monday 24th September

    In Gracia 1, The Cosmopolitan Hotel

  • Track 3 Public Sector - Harnessing Social Media Tools to Connect Citizens with Government

    The Cities of Minneapolis and San Francisco have been using Lagan for several years and have recently expanded their use of mobile and social media tools for customer service. Hear about their latest efforts to harness social media and enhance their channel shift efforts.

    At 9:30am to 10:20am, Monday 24th September

    In Gracia 6, The Cosmopolitan Hotel

  • Track 4 Ciboodle - Ciboodle - Ki-Boo-Dul - who? Or what..?

    The fastest way to get up to speed on the latest addition to the KANA family. This session will provide you with enough information to know how Ciboodle can add value to your contact centre experience.

    At 9:30am to 10:20am, Monday 24th September

    In Gracia 5, The Cosmopolitan Hotel

  • Track 5 Lab - KANA Enterprise Knowledge Management Fundamentals: Authoring Workflow

    Is knowledge content authoring an important aspect of your desired business solution?
    In this lab you learn how easy it is to build a Knowledge Authoring Workflow using KANA Enterprise next-generation KM.

    At 9:30am to 10:20am, Monday 24th September

    In Condesa 1, The Cosmopolitan Hotel

  • Morning Break, book signing and meet and greet with Steve Forbes in the Solution Showcase

    by Steve Forbes

    Book signing by Steve Forbes, Partner Exhibits and KANA Solution Showcase to include demos and conversation on around the four experiences of KANA Enterprise and KANA Express: Agent Experience, Web Experience, Social Experience, Citizen Experience, as well as all KANA Channel Solutions, and of course Ciboodle.

    At 10:20am to 10:50am, Monday 24th September

    In Gracia Commons, The Cosmopolitan Hotel

  • Keynote Address: KANA Vision and Product Strategy

    by James Norwood

    Join us for our annual look at today's emerging market trends and industry initiatives, and how they are helping shape the future of customer service. We'll share our strategic vision for KANA, discuss technology themes and even show you some of the solutions that are either underway or envisaged for later release. Connect with KANA and the future!

    Presenter: James Norwood, SVP and Chief Marketing Officer, KANA

    At 10:50am to 11:30am, Monday 24th September

    In Gracia 3 & 4, The Cosmopolitan Hotel

  • Track 1 Strategy - KANA Enterprise Product Roadmap

    Get a recap of recent releases, as well as the plan for the KANA Enterprise roadmap. Most importantly, this interactive session is designed to enable feedback on some key choices and decisions for the future. This session covers recent KANA SEM releases, how Ciboodle will grow as part of KANA and go-forward plans for the converged KANA Enterprise solution.

    At 11:30am to 12:10pm, Monday 24th September

    In Gracia 2, The Cosmopolitan Hotel

  • Track 2 Technology - Social Product Roadmap

    Learn about recent Social releases, as well as the plan for the Social roadmap. We'll introduce you to the new Social Community (Ciboodle Crowd), and most importantly, this interactive session is designed to enable feedback on some key choices and decisions for the future.

    At 11:30am to 12:10pm, Monday 24th September

    In Gracia 1, The Cosmopolitan Hotel

  • Track 3 Public Sector - Lagan Enterprise Product Roadmap

    In this session we will recap recent Lagan releases, announce new Lagan products including Version 8.0.5 and look further into the future with Secure Online Portal and Lagan Version 9.

    At 11:30am to 12:10pm, Monday 24th September

    In Gracia 6, The Cosmopolitan Hotel

  • Track 4 Ciboodle - Ciboodle Product Roadmap

    An interactive session on the Ciboodle Roadmap. Come along to hear about future advancements, more detail on how Ciboodle will grow as part of KANA, and to have your say on what's next.

    At 11:30am to 12:10pm, Monday 24th September

    In Gracia 5, The Cosmopolitan Hotel

  • Track 5 Lab - Tips and Tricks with KANA IQ

    Ever wondered what you don't know about your IQ knowledge solution? You would be surprised. In this lab we'll show you a few ways to really get more out of KANA IQ.

    At 11:30am to 12:10pm, Monday 24th September

    In Condesa 1, The Cosmopolitan Hotel

  • Birds of a Feather Luncheon

    Flock together with like-minded colleagues in your industry.

    At 12:10pm to 1:10pm, Monday 24th September

    In Gracia 7 & 8, The Cosmopolitan Hotel

  • Break in the Solution Showcase

    Partner Exhibits and KANA Solution Showcase to include demos and conversation on around the four experiences of KANA Enterprise and KANA Express: Agent Experience, Web Experience, Social Experience, Citizen Experience, as well as all KANA Channel Solutions, and of course Ciboodle.

    At 12:10pm to 1:10pm, Monday 24th September

    In Gracia Commons, The Cosmopolitan Hotel

  • Track 1 Strategy - Cox Communications Case Study: Mastering Self Service

    by Katie Grist

    In this session, you will learn how Cox Communications is reaping the rewards from the evolution of their online self service strategy. Hear the story behind their exceptional customer experience, which spans multiple self-service channels and utilizes Social Media, KM, and Cox.com. Gain insight into a best-practice organizational structure and governance coupled with dynamic reporting to drive continuous improvements, and reduced operational costs

    At 1:10pm to 2:00pm, Monday 24th September

    In Gracia 2, The Cosmopolitan Hotel

  • Track 2 Technology - Best Practices in Making the Most of KANA Knowledge Management

    Learn about proven success strategies to initiate or improve your knowledge management approach. Senior KM experts from KANA Global Services will describe the critical path to KM success: how to organize content and structure context to map to key business drivers, pull together a clear knowledge evolution roadmap, and engage the right parts of the business in a coordinated way to achieve timely, high-quality results. Classic KM pitfalls and recovery strategies will also be discussed, along with "must do's" to help you get the most out of your investment in knowledge management.

    At 1:10pm to 2:00pm, Monday 24th September

    In Gracia 1, The Cosmopolitan Hotel

  • Track 3 Public Sector - Lagan Knowledge Management and Web-Self Service

    In this essential session, we will be discussing the product strategy behind the forthcoming new Lagan KM and WSS solutions. We’ll introduce our plans for each in detail and solicit feedback from the audience to ensure we shape the next-generation of Lagan knowledge-based CRM.

    At 1:10pm to 2:00pm, Monday 24th September

    In Gracia 6, The Cosmopolitan Hotel

  • Track 4 Ciboodle - Customer Case Study: Bally Total Fitness

    by Guy Thier

    Guy Thier, CIO of Bally Total Fitness, provides a unique look into how Ciboodle transformed their customer service and whipped the leading Health club’s processes into shape. Powering a single customer view across multiple channels, come learn of Bally Total Fitness' world class contact center journey, and how they created the flexibility to become a customer service heavyweight.

    At 1:10pm to 2:00pm, Monday 24th September

    In Gracia 5, The Cosmopolitan Hotel

  • Track 5 Lab - Lagan Open 311 - How to configure and use.

    Lagan Open 311 supports open access to citizens using third party developed social media tools and applications. In this lab you will learn how to configure and use the Lagan Open 311 Integration Toolkit.

    At 1:10pm to 2:00pm, Monday 24th September

    In Condesa 1, The Cosmopolitan Hotel

  • Track 1 Strategy - The New KM: The Heart of a Multi-Channel Customer Experience

    Learn how to leverage your knowledge assets to deliver better customer experiences. Discover best practices that will enable you to: provide a consistent experience across all channels, help people find what they are looking for via context, deliver a personalized service experience, measure and analyze the quality of your customer interactions, and bridge the gap between the transactional and help sections of your website so that people find help when they need it.

    At 2:00pm to 2:50pm, Monday 24th September

    In Gracia 2, The Cosmopolitan Hotel

  • Track 2 Technology - Best Practices in Making the Most out of KANA Email Technologies

    Top five ways to increase the productivity of your agents email service while containing costs.

    At 2:00pm to 2:50pm, Monday 24th September

    In Gracia 1, The Cosmopolitan Hotel

  • Track 3 Public Sector - Lagan Social CRM - Social Listening and Engagement for 311 Contact Centers

    Update on the outcome of the public sector proof of concept projects for social listening and product roadmap plans for Lagan integration.

    At 2:00pm to 2:50pm, Monday 24th September

    In Gracia 6, The Cosmopolitan Hotel