Latest / Punk CX: Customer Experience Insights with Adrian Swinscoe
Basketball, false hustle and metrics that matter - Interview with Thomas Laird of Expivia/OttoQA
Today’s interview is with Thomas Laird, founder and CEO of both the Expivia Interaction Marketing Group, a USA BPO omnichannel contact center, and OttoQA, a next-generation solution for automating contact center quality assurance scoring. Thomas is also an author and joins me today to talk about his new book: false hustle: Transforming Customer Experience from Illusion to Impact, what ‘false hustle’ is, how to spot it, the paradox of efficiency and personalization and, if you identify that you have a culture of false hustle, what you should be doing to transform your brand into one that truly…
The skinny
The skinny isn't ready yet — notes appear once the transcript is processed.