Podcast ¦ Punk CX: Basketball, false hustle and metrics that matter – Interview with Thomas Laird of ExpiviaOttoQA

Access the full podcast series here

Key Takeaways

The concept of "false hustle" highlights the misalignment prevalent in many organisations where effort does not translate into improved customer experience.
Effective customer experience (CX) requires a balance between efficiency metrics and personalised human interactions.
Companies should focus on measuring the outcome and intent of customer interactions instead of merely monitoring scripted processes.
The rise of artificial intelligence (AI) necessitates a shift in training and evaluating customer service agents, emphasising critical thinking over rote scripted responses.
QA forms should be revamped to focus on meaningful interactions rather than superficial metrics that do not enhance customer experience.
Enhanced agent education is critical in transforming customer interactions and improving overall performance.
Organisations struggling with AI implementation often do not have foundational infrastructure in place to support n...

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