Esteban Kolsky is a Principal Analyst and Research Director in Gartner Research, where he focuses on customer relationship management (CRM), Customer Service, eService (customer service over the internet), and e-business. He coined the model and concept for the Customer Interaction Hub while at Gartner. Mr. Kolsky has over 18 years of experience, with eight years in technology and strategy consulting in customer service, CRM, help-desks, and Internet-based and e-business applications. Prior to joining Gartner, Mr. Kolsky founded a company that invented a new architecture to provide point-of-need customer service. Less   View all posts

Mark Angel is the Chief Technology Officer with ServiceWare/Kanisa. He has worked in the areas of statistics, knowledge delivery, and software development for more than two decades. Mark founded the company in 1997, and served as its CEO until 1999. Serviceware/Kanisa provides enterprise applications for automating service resolution. Prior to ServiceWare/Kanisa, in 1987, Mark founded Papyrus Technology which provided software for real-time market analysis that was used by thousands of professional traders at leading investment banks, brokerage firms, commodity houses and money center banks. Papyrus was later sold to Ernst and Young in 1996. Less   View all posts

Tim Eager is the Chief Technology Officer with InQuira, Inc., an enterprise software vendor of Intelligent Search solutions for websites and contact centers. Previously, Tim was an early executive at Answerfriend, a leading self-service software provider that merged with Electric Knowledge to form InQuira in 2002. Prior to Answerfriend, Tim served as CTO of International Integration Inc. (i-Cube). Less   View all posts