From Cost Center to Experience Engine: The AI-Powered Contact Center
12 May 2026 l Free CX Network Webinar Series
Ebrahim Hyder is an award-winning customer experience executive with over two decades of expertise spanning contact centers, strategic planning, and organizational transformation across global markets. As Vice President of Customer Service at Michael Kors, he drives service excellence initiatives for the luxury fashion brand, leading high-performing teams to deliver exceptional customer experiences that reinforce the brand's premium positioning.
Beyond his corporate leadership role, Ebrahim co-chairs the Execs In The Know Advisory Board, a global community of customer experience professionals from various industries who share best practices and fuel corporate advancements through collaborative networking. His leadership excellence has earned industry recognition, including the prestigious Gold Stevie Award for Customer Service Leader of the Year. With a proven track record of scaling customer service operations and implementing transformative change management strategies, Ebrahim combines operational expertise with visionary leadership to create measurable business impact.
Ebrahim was also recently featured on CX Network's Top 30 Contact Center Leaders to Watch in 2025 list.
Tuesday 12 May 2026
10:00 AM Panel discussion: From cost center to intelligence hub: How AI is redefining the role of the contact center
For decades, contact centers have primarily been viewed as operational cost centers focused on resolving customer issues as efficiently as possible. Today, however, advances in artificial intelligence are fundamentally reshaping the role these functions play within organizations. AI-powered technologies are enabling contact centers to automate routine interactions, analyse customer sentiment in real time, and extract valuable insights from vast volumes of customer conversations.
As a result, the contact center is increasingly becoming a strategic hub for customer intelligence, proactive engagement and continuous experience improvement. Yet this transformation raises critical questions for CX leaders.
How can organizations successfully integrate AI into service operations while maintaining trust, empathy and human connection? What role will human agents play as automation becomes more sophisticated? And how can customer service teams demonstrate their strategic value to the wider business?
Key takeaways:
- Understand how AI is transforming the contact center operating model
- Explore how organizations are balancing automation with human empathy
- Identify the investments CX leaders must prioritise in the next 2–3 years
- Learn how customer service teams can become a strategic source of customer insight
In Partnership With:
©2026 IQPC. All rights reserved.
