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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