A Conversation with Michael Lawder - CX Practices of Top

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Executive Conversation | with

Michael Lawder

Former SVP Customer Care, Samsung

On-Demand Webinar

CX Lessons from Apple, Samsung, and EA

Michael Lawder, former SVP of Customer Care at Samsung and former CX executive at Apple and Electronic Arts, gives insights and tips on what made his programs and teams so successful.

Listen as he talks best practices and technologies that fuel success:

  • Expand digital touch points beyond simple chatbots
  • Use AI to make agents radically more productive, not replace them
  • Apply AI to improve first call response time and throughput
  • Adopt technology like chat intercept to drive higher digital adoption and delight customers
Companies like JetBlue, Dish, and Vodafone use AI to cut operational spend by 30%, increase agent throughput by 2.5x, and lower cost-per-interaction by 52%. Hear Michael talk about how you should use AI to fuel your CX strategy.

Listen to the 45-minute replay and Q&A.

A Conversation with Michael Lawder - CX Practices of Top

Executive Conversation | with

Michael Lawder

Former SVP Customer Care, Samsung

On-Demand Webinar

CX Lessons from Apple, Samsung, and EA

Michael Lawder, former SVP of Customer Care at Samsung and former CX executive at Apple and Electronic Arts, gives insights and tips on what made his programs and teams so successful.

Listen as he talks best practices and technologies that fuel success:

  • Expand digital touch points beyond simple chatbots
  • Use AI to make agents radically more productive, not replace them
  • Apply AI to improve first call response time and throughput
  • Adopt technology like chat intercept to drive higher digital adoption and delight customers
Companies like JetBlue, Dish, and Vodafone use AI to cut operational spend by 30%, increase agent throughput by 2.5x, and lower cost-per-interaction by 52%. Hear Michael talk about how you should use AI to fuel your CX strategy.

Listen to the 45-minute replay and Q&A.

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Transform your enterprise with generative AI • Optimize and grow your CX •
Transform your enterprise with generative AI • Optimize and grow your CX •