RightNow – On Demand CX Software

Wow, it has been an exciting two weeks.  We had a great Summit with our clients  at the Broadmoor in Colorado last week where we unveiled RigthNow CX, the customer experience suite.  As many of you saw, I had some fun with Dave Carrol, the United Breaks Guitars guy on stage as well and, thanks to United losing his luggage en-route, we both enjoyed a bit of a media frenzy over the past week.

Last night we wrapped up our European Summit in Brighton, on England’s south coast. The EMEA Summit was another energizing and exciting conference.  The passion, enthusiasm and commitment of our clients to delivering exceptional customer experiences is inspiring.  Many of our customers shared their customer experience innovation stories, including Sony Computer Entertainment Europe and Mansion.com who shared how they have moved their companies away from introverted CRM systems like Siebel, to standardizing on RightNow in order to provide consumers with a seamless multi-channel experience.

Each of the companies we heard from over the two-day event had their own unique story to tell. One such company spoke about its journey from manual to automated multi-stage, event driven marketing campaigns that double productivity, drive revenue AND deliver an enriched, personalized experience to the individual. Another told how it had significantly improved customer satisfaction Net Promoter Scores by placing heavy emphasis on capturing the voice of the customer through automated surveys to continuously improve and refine the processes that directly impact the customer. Whatever the story, the end game is the same, to put the customer at the heart of the business.  I am continually impressed by the customer experience innovations our clients are delivering to their customers.

Many of our European customers have grown alongside RightNow, journeying with us from our roots in eService to where we are today – breaking new ground in meeting the heightening demands of the 21^st century consumer with RightNow CX across the web, social and contact center experiences.   I’m looking forward to our conference next week on the Gold Coast of Australia.    The water temperature there will surely be much more agreeable than my early morning dip in the English Channel this week!