Michael Kors | Designing the contact center as a profit center: Brand voice, AI & 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.