Scott Hays

President of the Cincinnati/Dayton Division, Kroger

Search every verified Scott Hays interview, podcast appearance, and on-the-record quote — each transcript cross-checked by AI and human review to confirm speaker identity. In a 2013 interview, Scott Hays, then a senior director of product marketing at KANA, discussed an upcoming webinar titled "If You Love Your Customers, Don't Break Their Hearts: Minimize Effort to Maximize Loyalty." Hays stated that the webinar would focus on how getting "the basics right" is key to positive customer experiences, arguing that service should be "effortless for the customer" and "effortless for the company." He described KANA's technology as providing a combination of data, knowledge, process, and channels that reduces effort, lowers costs, and improves results. Hays identified mobile technology as a trending area for customer experience, saying it enables "connecting anytime from anywhere from any device to make a purchase or get support." He predicted that future developments would involve combining channels for a "more personal, immersive, and positive experience." Hays joined KANA in 2012 and previously held roles in software development and marketing at Epicor Software, Clarus Corporation, and Macy's.