Biographical Information
Allen Bonde is senior vice president and CMO at eVergance, an independent subsidiary of KANA, that provides strategic management consulting and implementation services to communications, healthcare, high-tech, and financial services companies. Allen is a recognized expert on self-service and online support.
Articles by Allen Bonde
Think Like a Customer for Great Online Self-Service
31 Aug 2007
Financial services institutions (FSIs) have done a great job leveraging e-channels so that customers can skip standing in line or hanging on the end of the phone. From ATMs to online banking, FSIs have been ahead of the curve in deploying automated self-service. But to do it right, self-service and one of its core enablers, knowledge management (KM), must deliver the service experience customers really want. From our work at major FSIs, we have identified four customer expectations...