Michael Lawder

Michael Lawder

Michael Lawder is Customer Experience Officer at ASAPP.

The keys to CX success in 2022 (and beyond)

The new year brings new challenges for CX organizations. Here are four real ways teams are succeeding during these uncertain times. Read more

Why companies who want true VoC need to engage the power of AI

Engage the power of AI to get rich voice of the customer (VoC) insight that you can act on right now. Build loyalty and grow CLV. Read more

When automation is ‘all or nothing’—what are you missing?

Automation or agent? The best results are achieved when you integrate AI into human workflows, optimizing efficiency for both live interactions and self-serve. Read more

Are you missing key revenue growth opportunities?

Identify best prospects and proactively engage them (at the right time) to close more sales. Learn how to grow revenue with the help of machine learning. Watch now

Four AI-centered CX insights from fortune 500 CXOs

How do CXOs expect AI to improve customer experience? See what they say about innovations in automation to help agents, access richer insight, and more. Read more

Is your customer experience always getting smarter?

Take CX performance to new heights. Use automation to support your agents in serving your customers well—in a way that chatbots alone simply can’t. Read more

Are you tapping into the power of personalization?

Innovations in AI and machine learning allow you to offer more predictive, personalized engagement. See how improving the customer experience can not only increase loyalty, but boost your marketing ROI. Read more

What’s keeping CXOs up at night?

CXOs have a tough job, trying to deliver great customer experience with often limited resources. The good news? There’s an innovative solution to almost all their worries. Watch now

Think beyond the bot: 3 proven strategies for digital-first business success

Digital CX has changed. Consumers today expect a seamless experience across channels. Learn how the latest innovations in AI are helping organizations meet new demands. Read more

A silver bullet to end the conflict between lower cost and better customer service

It’s hard to balance support costs and great care. Skip the compromises with a new approach that delivers breakthrough results on both fronts. Watch now