RightNow – On Demand CX Software

Ongoing thoughts about innovation

Innovation is a hot topic at RightNow and I was recently speaking with an employee about how she is thinking about innovation and applying it to her role at the company.
She said, “I’m often struck by the complexity of our business relative to our size relative to the simplicity of our mission. [...]

Ongoing thoughts about innovation

I recently read Frances Horibe’s Creating the Innovation Culture: Leveraging Visionaries, Dissenters and Other Troublemakers in Your Organization and found the concept of dissenters particularly intriguing.
According to Horibe, one reason companies fail to innovate is because they don’t recognize and accept that innovation is disruptive and initially takes the form of dissent.  [...]

Today we have taken another step forward in our mission to rid the world of bad experiences; we have signed a definitive agreement to acquire HiveLive.

Over the next couple of years, more and more companies will take the plunge into delivering a more “social” customer service experience, to better engage with customers while also improving efficiency.
Software vendors are ramping up, and customer-centric leaders are charting the future. Like iRobot, the company that makes the Roomba, a vacuum-cleaning robot that [...]

Earlier this month I attended Gartner’s EMEA CRM Summit in London, where, I’m delighted to note, yet another RightNow customer won the Gartner CRM Excellence Award. The award highlights world-class CRM initiatives.