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$KANA

The Baffling Advances of Social Customer Service

The Baffling Advances of Social Customer Service

By Esteban Kolsky on January 6, 2015

I shared with you the first of four top-level insights gathered via the research I conduct every year (thanks to the sponsorship of my friends at KANA, a Verint company).  If you have not read them, you can read the high level entry here. I am today going to start sharing the first of four […]

Posted in Business, Featured Posts | Tagged $KANA, customer service, Social Customer Service, Survey

Channel Adoption and Usage Study in Customer Service: Third Year

Channel Adoption and Usage Study in Customer Service: Third Year

By Esteban Kolsky on January 6, 2015

As I promised earlier this year, I conducted the third run of the channel adoption and usage study (focused on customer service) that my friends at KANA, a Verint Company,  continue to generously sponsor. Truth be told, it took a little longer than expected to get to the right number of answers, but we did […]

Posted in Business, Featured Posts | Tagged $KANA, channel adoption, customer survey, Facebook, Instagram, linkedin, social media marketing, Survey, ThinkJar, Twitter, usage study

Measuring Customer Service Usage One More Time

Measuring Customer Service Usage One More Time

By Esteban Kolsky on August 18, 2014

For the third year in a row, and consistently growing in responses and popularity, it is time to measure what’s been happening in Customer Service. The survey, conducted by thinkJar and sponsored by KANA for the past three years, is a great way to showcase what’s going on in Customer Service, what has changed in […]

Posted in Business | Tagged $KANA, customer service, Survey

Verint Acquires KANA Software: The Analysis

Verint Acquires KANA Software: The Analysis

By Esteban Kolsky on January 7, 2014

EVENT On January 6th, 2014 Verint announced their intentions to purchase KANA Software for a reported $514 million mix of cash and loan obligations.  The expected close date is first quarter of 2014. ANALYSIS I cannot say I am surprised that Verint finally got into the multi-channel customer service market. I have been expecting this […]

Posted in Business, Featured Posts | Tagged $KANA, acquisition, M&A, Verint

News Analysis: Verint Announces Intent To Acquire Kana For $514M

News Analysis: Verint Announces Intent To Acquire Kana For $514M

By R "Ray" Wang on January 7, 2014

Verint Adds to Vovici and Contact Center Assets To Expand Customer Engagement Offerings On January 6th, Melville, NY based Verint® Systems announced a $514M intent to acquire Sunnyvale, CA, KANA Software.  Verint is a software vendor with a core in analytical software.  Verint’s core offerings provide enterprise intelligence and security intelligence.  The acquisition is significant […]

Posted in Business | Tagged $KANA, acquisition, acquisitions, Admiral, American Greetings, analytics, Apps Strategy, Avon, Bank Leumi, Barclays, Big Data, BigData, Broward County, business intelligence, Capital One, Carglass, Chase, Chesire West and Chester, Chief Customer Officer, Chief Digital Officer, Chief Marketing Officer, Chief Service Officer, CIO, Citigroup, City of Boston, City of San Antonio, City of South Perth, City of Staffordshire, City of Toronto, Cloud, Comcast, Conrad, Constellation Research, Contact Center, Cox, CRM, CustExp, customer engagement, Customer Experience, customer experience management, customer relationship management, customer service, CXP, Data to Decisions, Data2Decisions, Digital Business, Digital Disruption, Domestic and General HSBC, EFM, enterprise, enterprise applications, enterprise apps, Enterprise apps strategy, Enterprise Business Apps, Enterprise Feedback Management, enterprise software, enterprise strategy, Foot Locker, Hanes Brands, Hyatt, ikea, ING, JCPenney, Kana Software, Macy's, Martha Stewart, mergers, Mergers And Acquisitions, News Analysis, Next Gen Customer, Next Gen Customer Experience, Next Gen CXP, NextGen, NextGenCXP, o2, Priceline.com, Quest, R "Ray" Wang;, Redcats, rwang0, Sears, social business, Social CRM, Software Insider, SoftwareInsider, Standard Bank, Starwood, Talk Talk Group, Telekom Austria, Telus, Time Warner Cable, Tracfone, UK HM Revenue and Customs, USPS, vendor strategy, Verint, VHI, Virgin Mobile, VOC, vodafone, Voice of the Customer, Vovici, walmart

KANA Shows Their Future Potential In NOLA

KANA Shows Their Future Potential In NOLA

By Esteban Kolsky on October 7, 2013

Better late than never, they say – and here comes this review of the KANA Connect user conference, earlier in September, in New Orleans, Lousiana (also known as NOLA, get the title now? get it? get it? that was the only time I will be obnoxious on this post). The event was well attended (rough […]

Posted in Business | Tagged $KANA, customer service, gartner, new orleans

News Analysis: Kana Express 13 Addresses Omni-Channel Customer Service for Mid-Market

News Analysis: Kana Express 13 Addresses Omni-Channel Customer Service for Mid-Market

By R "Ray" Wang on July 1, 2013

Just 14 months after announcing the acquisition of Trinicom, Kana has revealed the latest release of its cloud customer service suite for the mid-market, Kana Express.   Released on June 27, 2013, the new product reflects the company’s mission “To provide leading customer service solutions that empower our customers to create experiences that count, for their […]

Posted in Technology / Software | Tagged #custserv, $KANA, Accel-KKR, Apps Strategy, best of breed, Business Analytics, Chief Customer Officer, Chief Marketing Officer, Chief Service Officer, CIO, Cloud, Cloud Computing, Cloud options, Cloud Wars, CMO, Constellation Research, context, CRM, CustExp, Customer Experience, customer experience management, customer relationship management, customer relationship management (CRM), customer service, Customer Support, CXP, Engage, engagement, Engagement Apps, enterprise applications, enterprise apps, Enterprise apps strategy, Enterprise architecture, Enterprise Business Apps, Enterprise Business Apps Vendors, enterprise software, enterprise strategy, Kana Express, Kana Software, News Analysis, Next Gen Customer, Next Gen Customer Experience, Next Gen CXP, Omnichannel, R "Ray" Wang;, rwang0, software as a service, Software Insider, Software Vendors, SoftwareInsider, vendor strategy

Looking at The Future of Customer Service

Looking at The Future of Customer Service

By Esteban Kolsky on April 16, 2013

The best part of my job is that I get to talk to people; lots and lots of people.  I talk to so many people about the same subjects (in this case Customer Service) that I start to see patterns and trends emerge (I was told when I first started working at Gartner that two […]

Posted in Featured Posts, Trends & Concepts | Tagged $KANA, Customer Management, customer service, Facebook, gartner, Twitter | 1 Response

CRM Watchlist 2013 Winners: Customer Service Served Hot

CRM Watchlist 2013 Winners: Customer Service Served Hot

By Paul Greenberg on February 21, 2013

We have three winners and four repeats. Huh? Well, 2012 winner Sword Ciboodle was acquired by KANA who also won last year. But this year our winners – KANA, Moxie and Parature – have far more daunting tasks than they ever did before. Herculean if you w…

Posted in Business, Featured Posts, Technology / Software | Tagged $KANA, CRM, CRM Watchlist, CRM Watchlist 2013, enterprise software, Moxie, Parature, Social Enterprise

Trends: The Battle For CMO Mind Share

Trends: The Battle For CMO Mind Share

By R "Ray" Wang on August 2, 2012

Marketing and Advertising Budgets Are The New Land Grab Constellation Research, Inc. predicts that the global advertising market (paid search, display, and classified) will hit $125B by 2015.   While IT budgets continue to stay flat, marketing budgets are up.  Warc’s recent Global Marketing Index (GMI) entered positive territory in March 2012.  Consequently, the heat […]

Posted in Business, Featured Posts | Tagged $KANA, acquisition, acquisitions, adobe, analytics, Apps Strategy, B2B, B2C, best of breed, best practices, BI, Big Data, BigData, brand monitoring, Business Analytics, business intelligence, Business process, business process outsourcing, Chief Customer Officer, Chief information officer, Chief Marketing Officer, CIO, CMO, CoIT, Constellation Research, Consumerization of IT, CRM, CustExp, customer engagement, Customer Experience, customer relationship management, CXP, Dell, Digital Marketing Transformation, disruptive, disruptive technologies, Disruptive technology, Eloqua, engagement, Engagement Apps, enterprise apps, Enterprise apps strategy, enterprise class, enterprise software, From Transaction To Engagement, google, HubSpot, IT budgets, marketing, marketing agencies, Marketing Automation, Marketo, mergers, Mergers And Acquisitions, oracle, R "Ray" Wang;, rwang0, sales, sales force automation, salesforce.com, SAS, SAS Institute, social analytics, social business, Social Business Software, Social CRM, social marketing insights, socialytics, Software Insider, SoftwareInsider, Unica, user strategy, vendor strategy

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