Talk to GenerativeAgent: See how AI handles real customer interactions
Try it now

A Conversation with Michael Lawder - CX Practices of Top

July 10, 2020
Speakers:
No items found.

About the webinar

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.

What you'll learn:

About the speakers

No items found.

Register here

Watch the webinar

Explore other webinars

Discover how CX automation is evolving beyond the agent with ASAPP’s CEO Priya Vijayarajendran and SVP of Product Devidas Desai. Learn how AI can anticipate needs, turn every conversation into intelligence, and orchestrate channels to work together for growth—preparing your contact center for the new CX horizon.

September 18, 2025
2pm EST / 11am PST

Join Harry Clapham, Director of Operations Strategy and Enablement at Tangerine, for a behind-the-scenes look at how Tangerine is approaching agentic AI for customer experience

July 15, 2025
30 minutes

In this webinar, we’ll break down the ROI equation behind AI-native solutions that deliver meaningful improvements in efficiency, capacity, and customer experience. You’ll also learn how leading companies measure ROI in autonomous AI deployments — from cost savings and containment to reduced repeat contacts and faster resolution times.

June 26, 2025
2:00 pm ET

Get the eBook

Download the Guide

A Conversation with Michael Lawder - CX Practices of Top

Download the eBook

What you'll learn

1.

2.

3.

1.

2.

3.

4.

5.

Explore other reports

AI agents will transform the customer service workforce by Forrester

ASAPP is proud to have contributed to research for this Forrester report, “AI Agents Will Transform The Customer Service Workforce.” In the report, analysts explore how contact centers can prepare for a future where AI handles more interactions, and human roles evolve to guide, support, and collaborate with intelligent systems.

12 min

The contact center buyer’s guide to generative AI agents

What to know before you buy: A guide to choosing generative AI agents that are safe, scalable, and ready for real-world CX.

10 minutes

Should you buy an AI agent or build your own?

AI agents are already transforming customer service in some contact centers. But deciding whether to build your own AI agent or buy an enterprise-ready solution can be a tough call. This guide can help you weigh the technical, operational, and strategic considerations behind each path. Whether you're equipped with in-house AI capabilities or exploring third-party options, this ebook offers a clear-eyed view of the trade-offs so you can make the best decision for your business.

18 minutes

A Conversation with Michael Lawder - CX Practices of Top

Oops! Something went wrong while submitting the form.

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.