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Keynote speakers include Scott Deming, author of “The Brand who Cried Wolf,” and IBM’s Sandy Carter, author of “the New Language of Business”

LONDON, UK – July 16, 2008 – KANA Software, Inc. (OTCBB: KANA.OB), a world leader in multi-channel customer service, today announced the preliminary agenda for the 2008 KANA Customer Summit, which will take place October 19-22, 2008 at the Dolce Hayes Mansion in San Jose, California. The theme of this year’s event is “Working Together to Master the Service Experience.”

Largest Annual Gathering of KANA Customer Community
Each year, the KANA Customer Summit brings together KANA customers worldwide for three invigorating days of learning, networking, and discussion. The event is designed for enterprise service and support professionals, including customer service executives, contact center managers, knowledge management specialists, IT managers, and application specialists focused on customer service, retention, and loyalty.

Participants will have the opportunity to share ideas and best practices in order to create the ultimate service experience at their organisations. Breakout sessions will include case studies and proven techniques for maximising the business value of KANA’s award-winning software and services.

Event Keynotes
Popular speaker Scott Deming will discuss strategies for “Creating the Ultimate Customer Experience,” based on the groundbreaking principles in his book “The Brand Who Cried Wolf.” Deming will address the powerful connection between customer service and brands, and what steps organisations can take to create a customer experience that transforms customers into evangelists.

Sandy Carter, author of the book, “The New Language of Business: SOA & Web 2.0”, will discuss the exciting new possibilities that Service Oriented Architectures (SOA) create for customer-focused companies. Carter is vice president, SOA & WebSphere Strategy at IBM, where she is responsible for driving IBM’s cross-company, worldwide SOA marketing initiatives. In her session, Sandy will discuss the business value of SOA for the enterprise. She will outline SOA best practices and case studies to demonstrate how companies around the world are leveraging SOA to become more responsive to their customers.

Additional Agenda Highlights
In addition to the keynote speakers, the Summit features a diverse program of networking opportunities, breakout sessions, and social activities, including:
• A customer panel featuring insights from service and support executives at some of the world’s leading brands
• Breakout sessions on how to deliver a superior multi-channel service experience
• Presentations by KANA’s executive team on the current state of the company, its vision and strategic direction
• Best practices sessions with KANA’s solution specialists, customers, and analysts
• Networking opportunities with fellow customers, KANA executives, and partners
• Presentation of the third annual KANA Summit Award for peak achievement in customer service. Previous winners include Xerox and JetBlue
• Wine tasting, dinner and entertainment at Testarossa Vineyards, a California winery

“We look forward to welcoming KANA customers from around the world to our third annual Summit,” said Michael Fields, CEO of KANA. “The Summit brings together a diverse group of KANA customers, including many of world’s best known brands. What we share is a commitment to continuous improvement and the pursuit of service excellence. We look forward to an exciting and interactive event.”

To Register
For more information or to register for the 2008 KANA Customer Summit, please visit KANA customers that register prior to August 31, 2008 are eligible for the $499 early-bird fee – $200 off the standard conference rate.

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 e-mail, chat, call centres, 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 visit:

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NOTE: KANA is a registered trademark of KANA Software, Inc. All other company and product names may be trademarks of their respective owners.

For further information about KANA, please contact:

Max McConnell or Sally Forge
Prompt Communications Ltd
Tel: 020 8996 1654/1652

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