A Conversation with Michael Lawder - CX Practices of Top

July 10, 2020

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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:

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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

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.

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

A Conversation with Michael Lawder - CX Practices of Top

About the webinar

Executive Conversation | with‍

Michael Lawder ‍

Former SVP Customer Care, Samsung‍

On-Demand Webinar

CX Lessons from Apple, Samsung, and EA

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

Register here

Watch the webinar

Explore other webinars

Get the Ebook

A Conversation with Michael Lawder - CX Practices of Top

What you'll learn

01

02

03

01

02

03

04

05

Explore other reports

CCW 2024 November Market Study - Future of the Contact Center

Slash the cost of agent attrition

Generative AI agents: Key questions to ask every solution provider

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

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

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.

Michael Lawder _‍

Former SVP Customer Care, Samsung_‍

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.

Michael Lawder _‍

Former SVP Customer Care, Samsung_‍

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.

Michael Lawder _‍

Former SVP Customer Care, Samsung_‍

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.