CX Resolutions for 2014 and leveraging RightNow

With each New Year people make personal and business related resolutions throughout the world. Some are successful and others are not, however I recently read that as much as 46% of the people who do make resolutions attain some degree of success. I decided on two business related resolutions:  to finally bite the bullet and take the dreaded exam and get my official Oracle RightNow Implementation certification; as well as to be more diligent about reading my work related twitter feeds.
Last week on Wednesday January 15th I succeeded in resolution one and got the piece of paper certifying me through Oracle. It was a very tough exam but I was happy to knock that goal out so early. While fulfilling resolution number two on Thursday January 16th and perusing my twitter feed, specifically everything related to #CX,  I saw an interesting question about corporate resolutions with an equally interesting picture tweeted by @OracleCX. Considering part of my job dictates living and breathing CX, I found myself pondering the question several times throughout the remainder of the week and over the weekend. The question continued to remain at the front of my thoughts as I read various other tweets and articles, as well as listening to what was going on in the news.
The tweet asked: What do you think is the most important #CX resolution that companies should keep in 2014?

As I said, I did find it quite thought provoking so much that I think it will take several posts to fully explore. Each of these initiatives is extremely important so just how does a company choose to focus on one over the other? Is it reasonable to assume that choosing just one will equate to a successful year for your brand? Perhaps or possibly there is a special blend that would work best. I think through careful consideration of what each of them loyalty, satisfaction, commitment, experience and trust bring to the table we will be able to derive the solution.
While exploring each of these initiatives I will also include information where relevant as to how I think a brand can leverage features within RightNow CX in order to be successful. If you currently own RightNow or are considering implementing it, the February release is only a month away from being available. Be sure to read up on all the latest RightNow specific information at: http://www.oracle.com/us/products/applications/rightnow/overview/index.html

If you are interested in learning more or have questions feel free to reach out to me at cx@evergegroup.com
eVerge Group is an Oracle Platinum Partner with extensive experience. For more information about Oracle RightNow CX and our other business solutions, contact us through our website: http://www.evergegroup.com/contact.php
About the author: Rhianna Albert (Just Rhianna) has an extensive background in customer support systems and processes, is an active member of the CX community and has been implementing and integrating RightNow solutions for seven years.

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