RightNow’s Chief Solution Officer David Vap Presenting at SXSW with “United Breaks Guitars” YouTube Sensation Dave Carroll

Published on February 16, 2011 in Internet, Technology


Discussion of “How Social Media Impacts Crisis Communications” Among Highlights of Annual Interactive Conference

BOZEMAN, Mont. (February 16, 2011) – RightNow (NASDAQ: RNOW) today announced that Chief Solution Officer David Vap will lead an interactive session “Social Hotline: How Social Media Impacts Crisis Communications” at the upcoming South by Southwest (SXSW) Interactive Conference taking place at 12:30 p.m. CST, March 13, 2011 in Austin, Texas.

Musician Dave Carroll will co-lead the session with Vap. Carroll is widely recognized as an advocate for great customer experiences after he turned to social media to escalate his own customer complaints with United Airlines. Carroll created the video sensation “United Breaks Guitars” that garnered more than 9 million views.

The focus of SXSW Interactive is bringing together the brightest minds in emerging technology to create a breeding ground for new ideas. Vap was selected to host a SXSW session from among the 2400 nominations submitted to SXSW Interactive.

In “Social Hotline: How Social Media Impacts Crisis Communications,” Vap and Carroll will lead a discussion on best practices and pitfalls in crisis communications in the era of social networking. Social media has become a critical channel for organizations to plan and communicate with customers or communities in times of crisis, but these efforts often fall flat or are overshadowed by an explosion of conversations. In this session, Vap and Carroll will address the strategies and technologies organizations can turn to whether they are flooded with inquiries on Facebook and Twitter, or proactively communicating or monitoring across social channels for important updates.

o What: “Social Hotline: How Social Media Impacts Crisis Communications” session at the upcoming SXSW Interactive event
o Presenter: David Vap, Chief Solution Officer, RightNow
o Co-presenter: Dave Carroll, musician of “United Breaks Guitars” fame and advocate for great customer experiences
o When: Sunday, March 13, 2011 at 12:30 p.m. CST
o Where: SXSW Interactive
Austin Convention Center
Austin, Texas

For further details, please see the RightNow blog on the SXSW session.

About RightNow

RightNow is helping rid the world of bad experiences one consumer interaction at a time, eight million times a day. RightNow CX, the customer experience suite, helps organizations deliver exceptional customer experiences across the web, social networks and contact centers, all delivered via the cloud. With more than ten billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2,000 organizations around the globe. To learn more about RightNow, go to www.rightnow.com.

RightNow is a registered trademark of RightNow Technologies,

Source: RightNow

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