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For public relations
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Consona Corporation
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Press Release
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Industry Visionaries Patricia Seybold, SSPA's John Ragsdale,
and Research In Motion's Brad Maybee to Keynote Discovery 2006
Cupertino, Calif., July 31, 2006 - KNOVA Software, Inc.™ (OTC Bulletin
Board: 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 world.
- 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 Knowledge";
- 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, CCNG, 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 www.KNOVA.com.
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.
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