• Basketball, false hustle and metrics that matter - Interview with Thomas Laird of Expivia/OttoQA

  • Oct 24 2024
  • Length: 48 mins
  • Podcast

Basketball, false hustle and metrics that matter - Interview with Thomas Laird of Expivia/OttoQA

Listen for free

View show details

  • Summary

  • 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 values human conversation, insight and connection.

    This interview follows on from my recent interview – The five promises of personalization – Interview with Mark Abraham and David Edelman – and is number 520 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
    Show More Show Less
Show More Show Less
activate_Holiday_promo_in_buybox_DT_T2

What listeners say about Basketball, false hustle and metrics that matter - Interview with Thomas Laird of Expivia/OttoQA

Average customer ratings

Reviews - Please select the tabs below to change the source of reviews.

Audible.co.uk reviews

Amazon reviews
No Reviews are Available