Michael Lawder

Michael Lawder

Michael Lawder is Customer Experience Officer at ASAPP.

Modern CX Teams: What do they have that you don’t?

Digital strategy isn’t limited to chatbots and IVRs. Innovations in AI create new opportunities for personalized engagement on channels your customers prefer. Read more

It’s time to rethink customer service

New technology makes old compromises unnecessary. Here’s insight on the future of CX—where high efficiency and great customer experience coincide. Read more

Using voice of the customer to drive conversation-powered operations

Your customers are talking to you. Are you listening? Use the voice of the customer data from every conversation on every channel to inform your business. Watch now

CX: A value center, not just a cost center

Changing perception of CX from cost center to value center starts with delivering a great customer experience—which drives loyalty, retention, and repurchase. Watch now

Transforming the customer experience: My full-circle journey to ASAPP Chief Experience Officer

Seeing the power of AI to deliver true innovation to contact center operations and transform customer experience, Michael Lawder joins ASAPP as Chief Experience Officer. Read more