LoginSign up
MyCustomer
Subscribe to Newsletter
Menu
Marketing
StrategyTechnologyData
Sales
Sales performanceCRMEcommerce
Service
ManagementContact centresChannels
Customer Experience
EngagementLoyaltyVoice of the Customer
Resources
Whitepapers & researchPodcastsGlossaryBrand news
CX Leader of the Year 2022
2022 award finalists
Sessions
On Demand
Brand Directory
Blog
Subscribe to Newsletter
Stuart Lauchlan
Member Since: 19th Dec 2001
Stuart Lauchlan
co-founder diginomica
  • Articles
  • Blog posts
  • Discussions
  • Discussion replies
  • Comments
8th Jul 2011

Complaint management in action: How will BT keep my custom?

When BT's customer service left him flummoxed, Stuart Lauchlan took it up with the CEO's office. So how does the executive level complaints...
Blog
21st Oct 2009

Jan Moir - the poster girl for social CRM (unfortunately)

Now I get it! For months and months I've listened to CRM vendors telling me how powerful Twitter can be as a customer service tool. I've...
Blog
14th Oct 2009

The OpenWorld Top Ten Things to Remember

Another year, another Oracle OpenWorld. Rather frighteningly it's about 20 years since I went to my first big Oracle user gathering. Since...
Blog
7th Oct 2009

Ellison v Nixon

It's Oracle OpenWorld in San Francisco next week. I shall be queuing up with the masses of Oracle customers and partners in the vast...
Blog
7th Oct 2009

Are you being served?

There's nothing like face to face contact apparently. According to research by Vertex, high street retail shops deliver better customer...
Blog
23rd Sep 2009

Larry E or Larry D?

Larry Ellison has been sounding off on the subject of Cloud Computing again. He does - as is so often the case with Larry - have a point,...
Blog
9th Sep 2009

Go on! Have a damn good moan!!!

I was most amused to see the conclusions drawn by a study this week that we're just not moaning enough about bad customer service. It came...
Blog
2nd Sep 2009

British Gas - it's not just me!!!

Stephen Fry famously used Twitter to get some much needed customer service love from Sony recently, proving that for celebrities at least...
Blog
26th Aug 2009

Making ends meet the Ellison way

Now I know Miss Manners tells us that it's simply vulgar to talk about money, but when it's Larry Ellison's money I just can't help myself...
Blog
19th Aug 2009

British Gas - the 101 of bullying

If you sent someone a letter in which you threatened them with breaking into their homes because they hadn't paid a bill that you hadn't...
Blog
  • Show more

Most read this week

Engagement
17th Mar 2023

Revealed: The 5 factors harming agent experience

by
Nicole Kyle
Any Answers comment Icon 1
Contact centre agent

Trending

Engagement
23rd Mar 2023

Have brands given up trying to improve CSAT?

by
Colin Shaw
Engagement
17th Mar 2023

Revealed: The 5 factors harming agent experience

by
Nicole Kyle
Any Answers comment Icon 1
Strategy
12th Sep 2012

Infographic: Curation for content marketing

by
Natalie Steers
Any Answers comment Icon 1

Latest resources

Webinar
How to use AI to anticipate, advise and improve experiences
Whitepaper
AI in the contact centre: pitfalls to avoid
Guide
Designing a world-class CX approach
Research
The health of the contact centre
Linked Twitter icon Linked Facebook icon Linked LinkedIn icon Linked Soundcloud icon
  • About MYC
  • About SIFT
  • Glossary
  • Advertise
  • Terms of use
  • Privacy policy
  • Sub-Processors List
  • Site rules
  • Contact us
Copyright 2023 Sift
Sift