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RightNow Strengthens EMA Operation by Hiring Two More Executives

June 02, 2011

RightNow, a customer experience management company, has bolstered its EMEA organization with two new executives. The Bozeman, Montana-based company has named Ian Tickle as vice president of Europe, Middle East and Africa (EMEA), and appointed Marcel Karssen vice president of EMEA Customer Experience and operations.

A former Omniture executive, Tickle has now taken charge of driving RightNow’s growth and success in the region, where the company has 180 employees and serving customers like including BT, KLM, Office Depot, Tesco, Nikon, Motorola and Marktplaats.

Most recently, Tickle was the EMEA sales director of the Omniture Business Unit at Adobe Systems, providing online business optimization software that enables companies to manage and enhance online, offline and multi-channel business initiatives. Tickle joined Omniture in 2007 and, prior to the Adobe acquisition, was Omniture's general manager of the UK, Ireland and South Africa, where he grew the sales team and was central to the company’s success in the region.

In addition, RightNow has appointed Karssen.

“Ian’s and Marcel’s experience and passion are integral to supporting RightNow’s continued growth plans in EMEA. Given the breadth of our EMEA organization, and its recent expansion through our acquisition of Q-Go, the timing is right to bring in a senior leader with deep experience scaling organizations,” said Wayne Huyard, president and chief operating officer of RightNow, in a statement.

Tickle is responsible for RightNow’s EMEA organization, including sales, marketing, operations and services. He reports directly to Marcus Bragg, senior vice president of global sales.

“As a consumer I am aware of the frustrations that we all often face when interacting with companies. Consequently, I am passionate about supporting companies in their drive to expel bad customer experiences,” said Tickle.

Karssen joined RightNow with the company’s acquisition of Q-Go, where he was the chief financial officer. Prior to his position as CFO at Q-go, Karssen was the vice president of business operations EMEA Customer Service at Oracle. He has also served as CFO at several other venture-backed software companies including Prolin, Amyyon and Redwood.

“My focus on customer experience, EMEA operations, and empowering our employees will further ensure that we deliver the best experience to our own clients,” said Karssen.

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Narayan Bhat is a contributing editor for ContactCenterSolutions. To read more of Narayan’s articles, please visit his columnist page.

Edited by Carrie Schmelkin