Best Thomas Laird Podcasts (2025)

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Episode 50 – Busting the Myths on What It Means to Offer a Truly Natural Consumer Product with Thomas Laird from Salt of the Earth 57:00

Play Pause

11d ago57:00

57:00

Send us a text In this milestone 50th episode, Jack and Ellie sit down with Thomas Laird, owner of Salt of the Earth. For more than 30 years, the family-run business has been shaking up the deodorant industry with natural, refillable products. Thomas shares why sustainability and profit can go hand in hand, how refillable packaging can cut plastic …

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Episode 51 – Why We Need to Stop Global Yawning in the World of Sustainability with Joss Ford from Enviral 1:09:29

3d ago1:09:29

1:09:29

Send us a text In this episode, we’re joined by Joss Ford, founder of Enviral, a B Corp certified marketing agency on a mission to tell stories that truly matter. Joss has grown Enviral into one of the UK’s leading purpose-driven agencies, helping brands not only look sustainable but be sustainable. We’ll explore his journey, what it really means t…

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Episode 49 – Why Businesses Must Give People Second Chances with Camilla Marcus-Dew from Amplify Goods 48:17

18d ago48:17

48:17

Send us a text How can something as simple as washing your hands create ripples of impact in society? In this episode, we sit down with Camilla Marcus-Dew, Co-Founder of Amplify Goods, a 100% women-owned and led UK social enterprise. Amplify Goods makes everyday soaps and suds with extraordinary impact. They are crafted from low-impact, naturally d…

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Episode 48 – Can Imperfect Veg Fix Our Broken Food System? with Emilie Vanpoperinghe from Oddbox 50:11

25d ago50:11

50:11

By Jack and Ellie Good

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Inside Expivia Digital and the State of Contact Center Technology 13:29

29d ago13:29

13:29

Send us a text Join us for an inside look at Expivia Digital and the current state of contact center technology. We share our 30-year journey from running contact centers to consulting on CCaaS platform selection, AI quality assurance, and NICE CXone implementations. As members of NICE's Executive Advisory Board, we discuss the biggest trends shapi…

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Episode 47 – What Happens When 8.5 Million People Start Sharing? with Tessa Clarke from Olio 32:01

1M ago32:01

32:01

Send us a text What if your unwanted food or household items could change someone else’s day? In this episode, we chat with Tessa Clarke, co-founder of Olio, the app turning waste into community. With over 8.5 million users in 64 countries, Olio has helped share over 120 million meals and 14 million items so far. We chat with Tessa about scaling a …

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Episode 46 - Inside the NHS Waste Problem: How Reusable Scrub Caps Could Be The Solution with Matt Price of Medicus Caps 1:03:44

1M ago1:03:44

1:03:44

Send us a text In this episode, we're chatting to Matt Price, sustainable innovator and founder of Medicus Caps. Medicus is driving real change in the healthcare sector through its reusable scrub cap, a low-impact alternative to disposable surgical caps. We dive into the challenges of reducing plastic across the NHS and in the healthcare sector, le…

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Episode 45 – Why B Corp Is Evolving and Why It Matters with Annie Olivier from B Lab UK 52:26

2M ago52:26

52:26

Send us a text In this week’s episode, we speak with Annie Olivier from B Lab UK. With a background in environmental justice, social impact, and SME development, Annie brings a wealth of experience to her role as Head of Growth. Since joining B Lab in 2022, she’s been focused on driving inclusion and creating systems-level change at scale. We discu…

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Episode 44 – Is Honest Sustainability Even Possible in the Garment Industry? with Alex Grace from Banana Moon Clothing 1:07:27

2M ago1:07:27

1:07:27

Send us a text In this week’s episode, Jack and Ellie are talking to Alex Grace from Banana Moon Clothing, a B Corp certified personalised clothing company that is on a mission to make the clothing industry more sustainable. Founded in 1993 by Alex’s parents and a family friend, Banana Moon has since transformed into a purpose-led business, adoptin…

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Episode 43 – Why This Cleaning Brand Is Waging War on Plastic Pollution with Adam Parker from OceanSaver 50:44

2M ago50:44

50:44

Send us a text In this episode, Jack and Ellie chat with Adam Parker, Re-Founder and CMO of OceanSaver. They are a purpose-driven cleaning brand on a mission to eliminate single-use plastic and toxic chemicals from your home. Adam shares his journey from the corporate world to launching a startup with serious ambitions to save the ocean. They dive …

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Keep Call Centers In America Act- The Truth 15:22

3M ago15:22

15:22

Send us a text In this episode, we dig into the Keep Call Centers in America Act and uncover the truth behind the headlines. On the surface, it sounds like a patriotic move to keep jobs here in the U.S., but when you look closer, the story gets more complicated. We break down what the bill actually says, how it could affect American contact centers…

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Inside NiCE: Strategy, AI, and the Future of CX- Special Episode from NiCE Interactions 15:01

4M ago15:01

15:01

Send us a text This episode sounds as good as it gets — huge thanks to Christopher Irwin-Dudek, VP of Marketing Communications at NICE, for joining me. We dive into a wide-ranging conversation covering: The new leadership vision at NICE and what it means for the future Whether NICE sees itself as a CCaaS platform, an AI powerhouse, or both The evol…

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Listen to This Before You Build or Buy an AI Auto QA Platform 26:30

5M ago26:30

26:30

Send us a text Everyone’s rushing to add Auto QA. But most are thinking too small. In this episode, I break down what most platforms get wrong, why scoring calls is just the beginning, and what to look for if you actually want impact, not just another dashboard. Before you build your own or sign a contract, listen to this. It’ll change how you see …

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Episode 42 – Rethinking Agriculture: Can Insect Farming Tackle Climate Change? with Julian Knight 47:46

5M ago47:46

47:46

Send us a text On this episode, Jack and Ellie are joined by Julian Knight, Co-Founder of Fairman Knight & Sons, a company at the forefront of sustainable agriculture and circular innovation. They are tackling two global issues, food waste and carbon emissions, using a method that might sound futuristic… insect farming. Tune in as they break down h…

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Episode 41 – The Dirty Truth About Kitchen Sponges (and What It’s Costing the Planet) with Matt Guest 37:48

6M ago37:48

37:48

Send us a text Each year, over 400 million kitchen sponges end up in landfill in the UK alone and most of them are made of plastic. In this episode, we’re joined by Matt Guest, Co-founder of Composty, a family-run business on a mission to reduce the environmental impact of cleaning routines at home and at work. Composty is leading the charge with f…

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Episode 40 - Act Now, Not Later: Rethinking Events for Positive Impact with Holly Arnold 1:00:11

6M ago1:00:11

1:00:11

Send us a text Today we’re joined by Holly Arnold, Director of Impact at Raw Tipis, a certified B Corp creating stunning outdoor events without harming the planet. Holly is on a mission to help transform the events industry into a regenerative one. In this episode, we discuss how it’s possible to create sustainable, low-impact events, the importanc…

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Episode 39 – How Plants, Cocktails, and Conservation Can Work Together with Paul Mathew 35:55

6M ago35:55

35:55

Send us a text What if your favourite drink could help protect the planet? Today, we’re joined by Paul Mathew, founder of Everleaf Drinks, who turned his background as a conservation biologist and bartender into a mission-driven brand. In 2019, he set out to create a non-alcoholic drink with the depth and complexity of fine spirits, while staying c…

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Episode 38 – How One Small Change in Your Wardrobe Can Save Animals with Lucy Jeffrey 53:08

6M ago53:08

53:08

Send us a text Today we're talking to Lucy Jeffrey, founder of Bare Kind. Lucy's love of animals and her desire to help the world led her to create planet-saving socks. Each pair of socks is made from bamboo and features a cute animal design. With each sale, 10% of the profits goes to protect the animal featured on the socks. They are also B Corp c…

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2025 Geek Gauge CCaaS Rankings! 18:28

7M ago18:28

18:28

Send us a text In this episode of the Advice from a Call Center Geek podcast, we unveil our highly anticipated 2025 Geek Gauge CCaaS Rankings. We break down the comprehensive analysis of the top 19 Contact Center as a Service platforms, showing which vendors truly lead the pack in 2025. Using a groundbreaking approach that combines ChatGPT's analyt…

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Episode 37 – Why Business as Usual is Broken (And How to Fix It) with Hannah Cox 52:08

7M ago52:08

52:08

Send us a text This week, we’re joined by Hannah Cox, founder of the Better Business Network and Better Not Stop. Hannah's work is all about helping businesses to become a force for good, creating positive impact, building purposeful communities and advocating for systemic change. In this episode, we discuss why meaningful work leads to happier emp…

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Episode 36 – “Can Pizza Help Save the Planet?” with Joe Hill 57:03

7M ago57:03

57:03

Send us a text This week, we’re joined by Joe Hill, Founder of One Planet Pizza. Joe started One Planet Pizza with his dad, Mike, after discovering that plant-based frozen pizzas just weren't up to scratch. As self-confessed vegans and pizza lovers, they wanted to make pizzas that were both unbelievably tasty and better for the planet. In this epis…

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What to Demand from Your 2025 Outsourcing Partner- Setting Up Your RFP 23:27

7M ago23:27

23:27

Send us a text In 2025, outsourcing isn’t just about price, it’s about AI, partnership, tech, and long-term CX strategy. In this episode, Tom Laird breaks down exactly what to look for in a modern contact center outsourcing partner and how to build an RFP that separates real CX tech players from the fluff. From AI expectations and data transparency…

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Episode 35 – Fast Fashion’s Race to The Bottom (And Why We Need to Stop It) with Lily Rice 47:24

7M ago47:24

47:24

Send us a text This week, we’re joined by Lily Rice, founder of The Long Run Club, a brand specialising in sustainable custom sportswear. They provide athletes with high-quality apparel while ensuring an honest and transparent supply chain. Their commitment to sustainability includes recycled fabrics, renewable energy, and offsetting the carbon foo…

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The Survey Delusion: Why NPS and CSAT Are Failing Your Call Center 25:14

7M ago25:14

25:14

Send us a text EPISODE DESCRIPTION: Are your post-call surveys actually providing meaningful insights, or just creating a dangerous illusion of customer understanding? In this eye-opening episode of Advice from a Call Center Geek, we tackle the uncomfortable truth about those NPS and CSAT metrics your executive team loves so much. The shocking real…

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Episode 34 - Turning Food Waste into Green Power with Sharon Foster 37:53

7M ago37:53

37:53

Send us a text This week, we’re joined by Sharon Foster from BioteCH4, one of the UK’s leading anaerobic digestion operators. BioteCH4 transforms food waste into clean, green energy, processing around one-third of the UK's commercial food waste. In 2023 alone, they processed 600,000 tons of waste, generating 296,000 MWh of electricity. In this epis…

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Episode 33 - The Cost of Toxic Workplaces and How to Change Them with Henry Nelson-Case 56:45

8M ago56:45

56:45

Send us a text This week, we’re joined by Henry Nelson-Case, a UK-based lawyer, TEDx speaker, and mental health advocate. Henry has spoken at Oxford and Cambridge Universities, appeared on BBC World News, and built a huge following on TikTok and Instagram by sharing honest, impactful content around mental health and workplace culture. In this episo…

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Episode 32 - How Visual Thinking Inspires Action for People and Planet with Ellie Chapman 1:00:47

8M ago1:00:47

1:00:47

Send us a text In this episode, we are talking with Ellie Chapman, Founder of Lim. Lim is a studio of creative thinkers that helps companies get stuff done by visualising what they talk about. We'll be discussing the psychology behind visualising meetings, using creativity to bring people together and inspire change, and how we can reduce the envir…

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Episode 31 - Why We Need to Stop Using Wood for Disposable Products with Andy Cameron 51:46

8M ago51:46

51:46

Send us a text We’re kicking off Series 5 with Andy Cameron, Founder of Bamboo Bobbi. Bamboo Bobbi manufactures and supplies unbleached, plastic-free, carbon-neutral toilet paper made from 100% bamboo. For every roll sold, they donate an eco-friendly roll to a UK food bank. In this episode, we explore the environmental benefits of bamboo toilet pap…

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Beyond AHT and SLA: How to Measure Success in AI-Powered Contact Centers 20:04

8M ago20:04

20:04

Send us a text Traditional contact center metrics like Average Handle Time and Customer Satisfaction scores have served the industry well for decades. But as AI transforms how we serve customers, through virtual agents, agent assistance tools, auto-quality assurance, and intelligent summarization, yesterday's KPIs are no longer enough. In this grou…

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Contact Center Coaching 2.0 -Turning QA Insights into Agent Coaching Gold 24:46

9M ago24:46

24:46

Send us a text Most QA programs score agents but don’t actually develop them—and that’s the problem. In this episode, we break down how to move beyond compliance-based QA and use real call insights to coach smarter, faster, and better. You’ll learn: ✅ Why high QA scores don’t always mean high performance ✅ How to shift from traditional QA to coachi…

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Beyond Words: Measuring AI Empathy Through Impact 18:32

9M ago18:32

18:32

Send us a text In this thought-provoking episode of Advice from a Call Center Geek, we dive deep into one of the most contested questions in customer service technology: Can artificial intelligence truly demonstrate empathy, and how do we meaningfully measure it? While tech companies tout their AI's emotional intelligence capabilities, we'll cut th…

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Let's Get Real: The True Story of AI in CX & Your 2025 Game Plan 33:16

10M ago33:16

33:16

Send us a text Tired of the AI hype cycle? In this straight-shooting episode, we're diving into what's actually happening with AI in customer experience operations right now. Not what vendors are promising, not what futurists are predicting, but the real deal from someone in the trenches. You'll discover what's genuinely working, what's still smoke…

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2025 Predictions for CX and the Contact Center Industry 26:33

10M ago26:33

26:33

Send us a text As we wrap up another year, it's time for our highly anticipated ACG 2025 Predictions Episode! In this special forecast, we'll dive deep into the future of technology and customer experience, sharing valuable insights from the entire Expivia team. What groundbreaking technologies will reshape the CX landscape? How will AI continue to…

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The Future of Contact Center Outsourcing: What to Expect in 2025 21:33

11M ago21:33

21:33

Send us a text (I apologize for the poor audio on this episode, we had a mic failure, but the content is awesome so I hope you still find value!) In this episode of the ACG podcast we explore the future of contact center outsourcing in 2025. We dive into what a modern BPO RFP should include, moving beyond buzzwords like 'white glove service' and 's…

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The Future of QA: Why AI is a Game-Changer for Contact Center Quality in 2025 31:43

11M ago31:43

31:43

Send us a text The way contact centers approach Quality Assurance is undergoing a major transformation, and AI is at the heart of it. In this episode, we explore how advanced tools are enabling intent analysis, uncovering customer behavior patterns, and streamlining QA processes to deliver more meaningful insights. Learn how solutions like OttoQa a…

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Mastering Black Friday and Cyber Monday: Your Ultimate Contact Center Superbowl Playbook 17:00

12M ago17:00

17:00

Send us a text Black Friday and Cyber Monday are almost here, bringing the year's biggest sales rush! For contact centers, this is the Super Bowl of customer service, and preparation is everything. In this episode of ACG, we dive into updated best practices to help your team stay ahead, deliver exceptional customer experiences, and handle the holid…

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Episode 30 - Redesigning Businesses to Tackle the Climate Crisis 39:03

1y ago39:03

39:03

Send us a text This week, we're celebrating a major milestone - the 30th episode of the Earth Your While podcast! Jack and Ellie take a moment to reflect on the journey of Reuseabox, from starting as a ‘boring’ cardboard box company to its transformation into a purpose-driven organisation. They also revisit highlights from past episodes, sharing ke…

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Episode 29 – Why going out of business means we’ve succeeded with Rob Wilson 1:01:39

1y ago1:01:39

1:01:39

Send us a text This week, Jack and Ellie talk to Rob Wilson, CEO of Toast Brewing. Since 2015, they have saved millions of slices of bread from landfills and inspired over 100,000 brewers worldwide to adopt similar practices. A B Corp certified business, Toast Brewing aims to transform the beer industry by normalising the use of surplus bread. In t…

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𝗕𝗶𝗴 𝗜𝗺𝗽𝗮𝗰𝘁, 𝗦𝗺𝗮𝗹𝗹 𝗕𝘂𝗱𝗴𝗲𝘁: 𝗔𝗜 𝗦𝘁𝗿𝗮𝘁𝗲𝗴𝗶𝗲𝘀 𝗳𝗼𝗿 𝗦𝗠𝗕 𝗖𝗼𝗻𝘁𝗮𝗰𝘁 𝗖𝗲𝗻𝘁𝗲𝗿𝘀 27:53

1y ago27:53

27:53

Send us a text In this episode of ACG, we explore how small and medium-sized businesses can harness authentic artificial intelligence to transform their contact centers without overspending. With a flood of so-called "AI" products in the market, we help you distinguish genuine solutions from the fakes to ensure you're investing wisely. Learn how fo…

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Episode 28 - How we can revolutionise men's skincare with sustainability in mind with Jake Xu 56:08

1y ago56:08

56:08

Send us a text This week, Jack and Ellie talk to Jake Xu, Co-Founder of Shakeup Cosmetics. Shakeup cosmetics exists to enhance men's self-being through self-care with face care products specifically designed to meet the unique needs of men's skin, empowering them to look and feel their best. Shakeup Cosmetics is also B Corp certified, demonstrating…

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Episode 27 – Making sustainable tourism just normal tourism with Rebecca Thompson 51:07

1y ago51:07

51:07

Send us a text In this week’s episode, we're joined by Rebecca Thompson, founder of Ecosy Travel. Ecosy Travel has been set up to make it easier for green travellers to plan and book low carbon and flight free holidays. They're on a mission to educate and inspire people to reduce the carbon footprint of their holidays and embrace genuinely sustaina…

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Episode 26 – “We need collective action to address the biodiversity crisis” with Ed Crowther 59:33

1y ago59:33

59:33

Send us a text This week, Jack and Ellie are joined by Ed Crowther, the founder of My Square Metre, which was launched in 2021 to help restore wildfire meadows—now one of the UK's rarest habitats. Ed, a TEDx speaker and one of Lincolnshire's "30 under 30" in 2022, shares his insights on the urgent need for collective action to combat the biodiversi…

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Unmasking False Hustle: Revolutionizing Customer Experience 30:11

1y ago30:11

30:11

Send us a text Join me for an exciting episode where I take a deep dive into the heart of my latest book, False Hustle. Many contact centers and CX leaders are unknowingly sabotaging their own success by focusing on misguided efforts to appear productive. In this episode, I’ll be sharing insights on how to break the cycle of false hustle and transf…

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Episode 25 – The journey to making electric cars more affordable with Thom Groot 48:38

1y ago48:38

48:38

Send us a text In the first episode of series 4, Jack and Ellie talk to Thom Groot, Co-Founder of the Electric Car Scheme. The scheme, launched in 2021, allows employees to lease EVs through salary sacrifice and is on a mission to make EVs accessible to all, addressing affordability and environmental concerns. In this episode, Jack and Ellie discus…

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Calming Irate Customer Interactions: 5 Proven Techniques 24:47

1y ago24:47

24:47

Send us a text In this episode of "Advice from a Call Center Geek," we dive into the challenging world of dealing with angry customers. Discover five powerful, actionable techniques that can transform heated interactions into opportunities for building customer loyalty. Perfect for contact center managers and agents alike, this episode covers: The …

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What Technology does a World Class 2024 Contact Center Have? 24:20

1+ y ago24:20

24:20

Send us a text Did you ever ask yourself what the high-end contact centers are doing differently? In this ACGpodcast, we dive deep into the cutting-edge technologies that set elite customer service operations apart from the rest. This is how we are developing our strategic plan for Expivia. From AI-powered chatbots to advanced analytics, we explore…

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Adapting to the Future of Contact Center Outsourcing- Lessons Learned for All 29:04

1+ y ago29:04

29:04

Send us a text The contact center industry is evolving, and with that evolution, contact centers of all types are starting to learn valuable lessons. In this episode, we'll dive into how the BPO landscape is changing, what these changes mean for customers, and the latest AI tools you should be asking for in your outsourcing RFPs. Don’t let the titl…

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Everything We Learned from Starting An AI CX Company - OttoQa 20:20

1+ y ago20:20

20:20

Send us a text Join us as we dive into the journey of founding and growing OttoQa, a cutting-edge AI-powered Customer Experience (CX) company. In this episode, we'll share our firsthand experiences, lessons learned, and the challenges we faced in building a fully automated QA platform. Discover the strategies and insights that helped us innovate in…

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Mastering QA: Crafting the Perfect Contact Center Quality Assurance Forms 25:32

1+ y ago25:32

25:32

Send us a text What if you could transform your call center’s efficiency and agent performance overnight? This episode guarantees you’ll walk away with actionable insights on crafting the ultimate QA forms for both voice and chat channels. We’ll guide you on defining the crucial goals for your QA forms, such as enhancing agent performance, ensuring…

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How You Can QA Contact Center Calls Using ChatGPT (Desktop) 16:08

1+ y ago16:08

16:08

Send us a text In this ACG episode, we dive into the transformative impact of AI on customer service QA. Hosted by Tom Laird, the CEO of Expivia Interaction Marketing Group and OttoQa, this session explores how ChatGPT and Claude 3 enhance call analysis and agent performance monitoring. Discover effective system prompting and its role in refining q…