Transitions: Executive Changes for October 19, 2004

KANA announced that Charles Isaacs will join the company as chief technology officer (CTO). Isaacs will oversee the company's product strategy and vision, leveraging his 20 years of experience in the customer service industry, most recently as CTO at Primus Knowledge Solutions. Genalytics has named Ray Kingman as its new CEO. Doug Newell, founder and former CEO, will retain his role as Genalytics' president focusing on market development and strategic sales opportunities. A veteran in the content management and data visualization markets, Kingman will direct Genalytics' day-to-day operations, the expansion of product offerings, and the development of strategic relationships. Kingman most recently served as CEO of LightSpeed Software, a provider of content management applications. According to Newell, Kingman has strong leadership experience and a track record in growing enterprise software firms that he expects will help in building Genalytic's customer base and delivering products that will have an immediate impact. Enpocket has appointed Mike Baker president and COO of the company. Previously of GrandBanks Capital, Baker will be responsible for executing Enpocket operations and will work closely with CEO Jonathon Linner to direct the company's strategy and growth. He will also serve on Enpocket's Board of Directors. Catuity, a provider of POS-focused solutions, named John Racine president, CEO, and director. Previously, Racine was founder and managing principal of Altamont Partners. He replaces Michael Howe. The board also announced that Clifford Chapman has been appointed as independent director. Both appointments are part of its continuing turnaround strategy, and bring the total number of Catuity directors to five. Precision Response Corporation, a provider of outsourced customer care services, announced that Chairman and CEO Thomas Cardella is resigning after 17 years in the teleservice industry. Current Executive Vice President and CFO John Hall will succeed Cardella as chairman and CEO effective January 8, 2005. Nortel appointed Clent Richardson CMO. Richardson will lead a newly formed global marketing organization responsible for brand development and management, solutions marketing, advertising, public relations, promotions and employee communications and events. He brings with him sales and marketing experience with some of the best-known names in IT, global telecommunications and retailing, including T-Mobile and Apple Computer. Zilliant announced the addition of Eric Schillig as director of business development. Schillig will be responsible for all of Zilliant's alliance partners, system integrator relationships, and interactions with management consulting firms. Prior to joining Zilliant, he served as vice president of supply chain and manufacturing alliances at PeopleSoft. Interface Software announced that Darryl Cross has joined the company as director of business development. Prior to joining Interface, Cross specialized as a consultant to law firms in building a sales culture and creating business development strategies that generate new revenue. Harte-Hanks has named Matthew Leonard to the newly created post of information policy director for the direct marketing and targeted media company. Leonard joins Harte-Hanks from IBM where he managed IBM's customer-facing privacy and information policy activities worldwide. Leonard will help assure compliance with laws and self-regulatory codes related to information protection, assist in educating internal and external customers about cutting-edge privacy strategies and tools, and serve as public face for the company on privacy matters. Call Compliance, announced that William Simmons will be joining the companies major account sales division. Simmons will be responsible for overseeing national and global market segments, as well as training TeleBlock licensed telephone carriers throughout the Midwest. Simmons comes from MCI as one of its top producing sales representatives. Current Analysis announced that Sandy Waters has been hired as director of business development, public sector. Waters will be responsible for the development of opportunities with integrators, government organizations and direct telecom service providers. Before Current Analysis, Waters served as segment business manager for WilTel Communications. He was responsible for developing strategies and implementing revenue generating plans that focused on government markets. Related article: Achieving Customer Service Success Through Service Resolution Management