Stuart Lauchlan
Stuart Lauchlan has been tracking and commenting on the enterprise IT market for 31 years during which time he's managed to amuse, inform and irritate buy and sell side participants in equal and appropriate measure.
Stuart Lauchlan
Swarovski makes sparkling customer experience crystal clear with ServiceNow despite COVID
Crystal retailer Swarovski rolled out ServiceNow's Customer Service Management prior to the pandemic, a decision that's served it well since.
All change at New Relic as founder Lew Cirne hands over CEO seat to the architect of the firm's new pricing strategy
The man credited with New Relic's shift to a new customer-friendly pricing model is taking up the reins to see there transition through.
Digitizing employee experience is what PepsiCo likes as ServiceNow quenches the thirst for lipsmacking HR self-service
PepsiCo's about to fizz up its HR self-service capabilities with ServiceNow, the start of a journey that has application across its Global Business Services operation.
Hitting the target omni-channel weight - fresh challenges ahead for the health and wellbeing sector in the Vaccine Economy
Three exemplars of health and wellbeing providers facing up the omni-channel challenges - and opportunities - of the Vaccine Economy.
Monday Morning Moan - there’s a lot of oversights on view regarding Facebook, Trump and exile to a social media Elba
Send for Judge Judy to sort out Facebook. Its supervisory spawn doesn't seem up to the job...
A passage from India as tech firms up their footprint in Brexit Britain
A UK/India Enhanced Trade Partnership is a positive development, but there's still work to do on a full free trade deal.
No going back to the 'Old Normal' after COVID? How the 'New Normal' experience shapes up is going to be complicated, according to Qualtrics
The new Roaring Twenties of the Vaccine Economy won't just see everything fall back into pre-COVID place, but nor will everything change. Managing shifting experiences will become a Holy Grail across industries if new research from the Qualtrics XM Institute is to be believed.
Fresh thinking - how Freshworks plans to tell its ‘CRM++’ story to everyone, not just those with $300 million to spend
Freshworks CEO Girish Mathrubootham wants to help companies who don't have a $300 million budget to engage digitally with their customers. Here's the plan...
It's time to talk about the future of customer service in the Vaccine Economy and pick out the positives, says Zendesk CEO Mikkel Svane
COVID has left its mark on the way companies look at customer service, says Svane. It's time to think about what comes next.
Sainsbury's challenge - build a lasting omni-channel retail model for the Vaccine Economy
Sainsbury's plunged to a heavy loss this week, but the foundations of a strong omni-channel future look to be in place.
Turning the lights back on in the Vaccine Economy - the biggest workflow challenge of our time and one that ServiceNow CEO Bill McDermott aims to meet
The global economy is opening up again as vaccine programs take effect, but organizations need to face up to the workflow challenges ahead in the new Vaccine Economy ahead.
The “Great Human Reconnection” starts with a cup of coffee and a hefty dose of AI from Starbucks
We've been locked up at home for so long that the urge for reconnecting with other human beings has never been stronger. What better than a lazy afternoon in a coffee shop to celebrate the Vaccine Economy? Starbucks CEO Kevin Johnson has been keeping an eye on progress.
Digital transformation drives omni-channel growth and more lucrative customers at Albertsons
US grocery giant Albertsons has seen its investment in digital transformation pay off during the COVID crisis; now it needs to extend that into the Vaccine Economy and beyond.
