HDI Philly | April 2024 - Princeton University

Name, Company, Title:  Thomas Laird, CEO, Expivia Interaction Marketing Group and OttoQA

Short bio: Thomas Laird is the CEO of Expivia and founder of OttoQA. At Expivia, he led the company's growth to over 600 professionals, earning accolades for innovation in contact center outsourcing. Recognized as a top industry thought leader, he authored "Advice from a Call Center Geek" and hosts a popular podcast with the same name. Through OttoQA, Thomas is pioneering the integration of AI in quality assurance, focusing on enhancing processes for smaller contact centers. His work exemplifies a commitment to leveraging technology for operational excellence and industry leadership. 

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One sentence topic: “Tips to Disrupt your Service Desk with Technology and Tactics.” 

Abstract: Discover innovative strategies and technologies (yes AI too!) to revolutionize your service desk operations, enhancing efficiency and customer satisfaction

Name, Company, Title:  John Worthington, Principal, MyServiceMonitor, LLC

Short bio:  John is currently focused on helping customers simplify service management for the entire enterprise in a way that’s affordable, easy to learn and use, and is consistent with– and complimentary to — existing frameworks and practices using the Unified Service Management (USM) method. I’ve had a 40+ year career in IT with certifications in ITIL (v3 Expert), CISA, PMP, TIPA Lead Assessor, ISO20K, and more recently DevOps, XLA Master, and now a Certified USM Trainer and Coach. 

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One sentence topic: “An Introduction to the Unified Service Management (USM) method” 

Abstract: The Unified Service Management (USM) method is designed to create a standardized and interoperable enterprise service management architecture. It achieves this by providing a set of service building blocks that each service organization incorporates into its management system, fostering consistency across different service domains. USM emphasizes an integral and integrated management approach, enhancing control over each service team's contribution to the overall system. At its core, USM revolves around a singular normalized management system, connecting everything through an integral and integrated process architecture. With a streamlined process model featuring 5 processes and 8 workflows, USM provides practical templates for daily routines in any service provider's practice, making the efficient management of these routines the core of the USM method.