Leading a U.S.-based BPO, AI in Practice, & Industry Shifts – A Conversation with Thomas Laird
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In this episode of The Wilmac Wire, hosts Emily Miller and Steve McDonnell sit down with Tom Laird, CEO of Expedia Interaction Marketing Group and Auto QA, for a refreshingly honest conversation on the realities of running a modern contact center.
Tom is a rare voice in the CX space, someone who always knew this industry was his path. He shares how he grew up in the call center world, built Expedia after a difficult private equity experience, and later launched Auto QA to bring AI-powered quality assurance into real contact center workflows.
The conversation covers everything from…
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