Gartner Analyst Esteban Kolsky Joins KANA
Leading voice on customer service strategies to head new consulting practice
MENLO PARK, Calif.--KANA Software, Inc. (OTCBB: KANA.OB), a world leader in multi-channel customer service, today announced that former Gartner analyst Esteban Kolsky has joined KANA as Vice President and Practice Leader at KANA’s strategic services subsidiary, eVergance. One of the industry’s foremost thought leaders on multi-channel customer service, Kolsky will play a pivotal role in developing and launching an exciting set of programs designed to help KANA customers and prospects deliver exceptional service experiences.
As a senior analyst in Gartner’s CRM practice, Esteban Kolsky established research areas on eService and Feedback Management, evaluated all the leading vendors in the space, and advised Fortune 500 and Global 2000 organizations on their customer service strategies and technology selection. During his seven years at Gartner he built a reputation as a thought leader on customer service -- quoted over 1,500 times in business and technology publications, advising Gartner clients on customer service strategies, and speaking at industry conferences worldwide.
Prior to Gartner, Kolsky held senior leadership roles at technology companies such as Intraware and Tiedosta, and consulted on customer service for organizations such as Bank of America and BDO Seidman. During his career he has built professional services practices, customer service operations, CRM strategies, and customer analytics programs from the ground up -- overseeing both the strategic planning and operational roll-out of technology and services.
Kolsky joins KANA at a time when the company is focused on developing solutions that combine technology with strategic services and best practices.
“After deciding to bring my experiences of the last seven years to the private sector, I wanted to get in on the ground floor of something special,” said Esteban Kolsky. “KANA’s position in the market is unequaled and the next two years should be incredibly rewarding. I look forward to working with KANA customers to help them achieve breakthrough service experiences.”
“We are pleased that Esteban Kolsky, one of the industry’s leading voices on customer service, has decided to join KANA,” said Michael Fields, KANA CEO. “We are bringing together the very best combination of people, practices, and technology to help our customers differentiate on customer service.”
Chad Wolf, President of eVergance, said, “When one of the most recognized thought leaders in customer service was interested in returning to the technology sector, it was a natural fit to have him join our growing strategic services practice. Our customers will benefit from direct access to Mr. Kolsky’s deep expertise in multi-channel customer service and customer analytics.”
About KANA
KANA is a world leader in multi-channel customer service. KANA's integrated solutions allow companies to deliver consistent, managed service across all channels, including email, chat, call centers and Web self-service, so customers have the freedom to choose the service they want, how and when they want it. KANA's clients report double-digit increases in customer satisfaction, while reducing call volumes by an average of 20%. KANA's award-winning solutions are proven in more than 600 companies worldwide, including approximately half of the world's largest 100 companies. For more information, please visit www.kana.com.
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