Michael Lawder : AI, Chat and Contact Center Agents Evolve artwork
Science of CX

Michael Lawder : AI, Chat and Contact Center Agents Evolve

  • S2E90
  • 40:26
  • November 10th 2021

Michael leads the Customer Experience team at ASAPP. He works with customers like JetBlue, American Airlines, and Dish to help them implement AI solutions that augment and automate human work, empowering people to be their best. Prior to joining ASAPP, Michael served as SVP of Customer Care at Samsung, and held executive CX leadership roles at Electronic Arts and Apple.

Key Takeaways. 

  • Taking care of your agents. Employee satisfaction = Customer satisfaction 
  • Machine learning. How to elevate your agents into highly specialized roles by leveraging technology
  • Attrition levels in Call Centre Agent roles. Why they're so high, what they cost, and what can be done to reduce them. 
  • Empowering your employees with the right tools for work. 

Connect with Michael 

Website - https://www.asapp.com/ 

LinkedIn - https://www.linkedin.com/in/michael-lawder 

Twitter - https://twitter.com/michael_lawder

Email - [email protected]

Science of CX

CX Connoisseur, Steve Pappas, shares his insights on how to turn your customers into loyal brand ambassadors.

Known for his relentless pursuit of all things 'customer', Steve knows how to help your business and create experiences that customers respond to.

Listen to Steve's insights. Learn to grow and accelerate your business.

Learn more: www.scienceofcx.com