Ebrahim Hyder of Michael Kors builds a customer-centric call center

Paying lip service to creating a customer-centric culture is easy. Actually doing it is hard. Ebrahim Hyder, vice president, Customer Care, at Michael Kors, has a track record of winning customer loyalty by improving the contact center. He targets improvements in employee experience (EX) and effectively makes the customer-centric culture part of the DNA of a place.   

As the newest CX Network Advisory Board member, he is sharing his history in customer experience (CX) and some of his wisdom in this interview:

CX Network: What drew you to a career in CX?

EH: My journey into CX began quite organically with my first job in a call center within the travel and leisure industry. I was immediately captivated by the energy, buzz and excitement of that environment, along with the incredible camaraderie among the team. What truly hooked me was the genuine joy I felt helping people plan their dream vacations – there's something magical about being part of someone's journey to create lasting memories. That passion for helping others and being part of meaningful experiences has stayed with me throughout my career across three continents, and honestly, I still get that same excitement today when helping customers and friends pick the perfect MK accessory or outfit.

CX Network: Can you explain your philosophy on EX and CX and how they intersect?

EH: I firmly believe that an exceptional CX starts from within. Employees, particularly those working for BPOs, should feel like they're a true extension of the brand they're representing, not just hired hands reading from a script. My philosophy centers on creating an environment where employees feel genuinely empowered and comfortable speaking in the brand voice when interacting with customers. (Watch Hyder talk specifically about this at the All Access: Future Contact Centers 2025 webinar series.)

It's my responsibility to foster that safe, supportive environment where team members feel like they're part of the family – in our case, the MK family. When employees feel valued and connected to the brand's mission, that authenticity comes through naturally in every customer interaction. We also ensure this connection through meaningful branded rewards and financial incentives, making our accounts desirable to work on and maintaining high employee retention. Simply put, happy, engaged employees create happy, loyal customers.

CX Network: How would you describe your philosophy on customer support and a customer-centric culture?

EH: My philosophy on customer experience has always been rooted in curiosity and continuous learning. I believe we must stay hungry for knowledge about our industry, emerging technologies, evolving customer behaviors and market trends. The CX landscape is constantly shifting, and what worked yesterday might not work tomorrow.

I've never been afraid to be a pioneer or try new approaches, even when they seem unconventional. The key is to remain open-minded and willing to experiment while always keeping the customer at the center of everything we do. Innovation in CX comes from that willingness to challenge the status quo and explore uncharted territory.

CX Network: What is the best professional advice you've ever received?

EH: The best advice came from my father, who told me: "Take pride in your work, but don't be too proud to do the work." This wisdom has guided me throughout my entire career. It's about maintaining high standards and being genuinely proud of what you deliver, while simultaneously staying humble and willing to roll up your sleeves for any task, no matter how small or unglamorous it might seem.

This mindset has allowed me to lead from the front, understand every aspect of the business from the ground up, and build authentic relationships with teams at every level. Pride in craftsmanship combined with humility in approach – it's served me well.

CX Network: What is something surprising about your career that would interest our community?

EH: There was a pivotal period while I was living in South Africa when I found myself unemployed and struggling to find opportunities. Rather than waiting for something to happen, I made what many would consider a crazy decision: I packed a single suitcase and moved to London with essentially nothing but determination.

I paid a friend of a friend 15 pounds a day to sleep on their couch while I hustled to find work. My days were spent checking newspaper job vacancies, applying for positions from internet cafes, and – to make ends meet – going door to door and selling Beatrix Potter books on the street. It was humbling, challenging and honestly a bit scary, but it taught me invaluable lessons about resilience, adaptability and the importance of taking bold action when faced with obstacles. That experience shaped my approach to leadership and problem-solving in ways that boardroom presentations never could.

CX Network: Is there anything else you'd like to share?

EH: Here's something that might surprise you about me: I'm a passionate DJ and have been since my high school days. I regularly produce and publish 90-minute house music DJ mixes, and I maintain a dedicated page on SoundCloud where I share my beats.

Music and customer experience might seem worlds apart, but they actually share many similarities. Both are about reading the room, understanding what moves people, creating seamless flows and delivering experiences that resonate emotionally. Whether I'm crafting a customer journey or mixing tracks, it's all about understanding your audience and creating something that connects with them on a deeper level. Plus, it keeps me creative and energized – essential qualities for innovation in the CX space!

Quick links:

• Montserrat Padierna of Walmart boosts CX with customer insights
• Ashlea Atigolo brings "empathetic AI design" to CX
• The Global State of CX 2025