AI-Driven Agents, Human-Centered Service
July 15 - 16, 2025
| 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.
Day One - July 15
10:00 AM Designing the contact center as a profit center: Brand voice, AI, and creative leadership on the frontline
The best contact centers are no longer just about resolving issues, they are evolving into brand hubs and even profit drivers. But delivering this transformation takes more than new tools: it requires creativity, and bold leadership.
In this session, we’ll explore how Ebrahim Hyder, VP of Customer Care at Michael Kors and a CX Network Top 30 Contact Center Leader, transformed the luxury fashion brand’s contact center into a revenue-generating operation that mirrors both the energy and identity of the retail store. From recreating the in-store vibe, to embedding a store manager in the call center to upskill agents on brand voice, every decision was made to elevate both customer and agent experience.
We’ll also dive into their AI journey from agent-facing guided assistance that reduces handle time and detects fraud, to a unique partnership model that secured buy-in from legal and IT while driving measurable ROI.
Attendees will learn:
- How to elevate outsourced support while preserving brand integrity, with tips on partner selection, cultural alignment, and frontline empowerment.
- What it takes to lead from the floor: Why walking the walk matters and how leadership presence shapes performance and culture.
- How to implement AI in the contact center with real business outcomes from lowering fraud-related losses to maintaining seamless CX at scale.
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