RightNow – On Demand CX Software

In my last blog on social networking and success, I mentioned that this groundswell of consumer empowerment is creating an opportunity for organizations savvy enough to benefit from it.  This entry provides a common sense, two-pronged approach to embrace the phenomenon and take advantage of the opportunity.
Step 1: Monitor conversations occurring on the social web.
I [...]

In January, I wrote a blog about change creating opportunity, because I believe that massive change creates massive opportunity. Over the past few years I’ve met individually with hundreds of executives tasked with delivering great customer experiences in over 300 firms. One thing has become apparent: there is huge change underfoot, it is [...]

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. [...]

I recently met with Chris Dorobek of Federal News Radio to talk about cloud computing in government. We addressed tough questions like is the cloud “safe” enough for state, local and Federal agencies? Does it “make sense” for them to take advantage of the new AppStores that are popping up everywhere, like Apps.Gov? Is SaaS [...]

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.  [...]