Luxury Meets Intelligence: How Michael Kors Delivers Personalized CX at Scale

Michael Kors’ Ebrahim Hyder reveals how the brand blends AI, personalization, and human connection to transform luxury customer experiences at scale.

There’s something quietly powerful about walking into a luxury boutique and feeling like you belong. Not because of the price tags or polished marble floors but because someone genuinely sees you. That delicate dance between innovation and human connection is exactly what Michael Kors is mastering behind the scenes.

In the January 2025 issue of CX Insight magazine, I had the opportunity to sit down with Hyder, Vice President of Customer Service at Michael Kors. With over two decades of experience in customer experience roles across continents, Hyder has cultivated a perspective as refined as the brand he represents.

What unfolded was not just a conversation about technology and strategy. It was a masterclass in how a luxury brand can deliver seamless, emotionally intelligent customer experiences at scale.

A Global Lens on Human-Centered Innovation

Hyder began his career at a time when handwritten letters were the norm in customer communication. Fast forward to today, where omnichannel interactions span social media, live chat, and smart IVR systems. That evolution hasn’t made the work simpler but it has made it more meaningful.

“At Michael Kors, we’ve embraced these changes by strategically investing in tools that help us understand and anticipate our customers’ needs,” he explained. “However, technology is just part of the equation.”

The other part? Human connection brought to life through empowered Style Consultants who are trained not just in service, but in storytelling. “We love weaving in stories about Michael Kors himself, sharing the inspiration behind a particular piece,” Hyder said. “It transforms a simple transaction into a memorable experience.”

Where Metrics and Meaning Align

Michael Kors’ approach to CX isn’t just about feel-good moments. It’s also deeply performance-driven. In recent years, Hyder’s team boosted customer satisfaction by 15% while simultaneously reducing costs by 30%.

How? By getting surgical with the customer journey. “We took a deep dive using the 4 Disciplines of Execution framework,” he said. From revamping the warranty process to creating intelligent IVR systems and building custom training programs, every move was deliberate.

“The magic happened in the balance, by enabling customers to handle simple tasks independently, we freed up our team to focus on more complex, high-value interactions that require a human touch,” he added.

Empowerment Starts at the Frontline

One of the standout features of the Michael Kors service model is the 90%+ First Call Resolution rate across phone channels. That level of efficiency isn’t achieved by chance.

“We’ve built a culture of empowerment and accountability that gives our frontline agents the tools, knowledge, and confidence to resolve customer issues on the spot,” Hyder said.

And the motivation runs deep, through real-time coaching, tiered support systems, and recognition programs that include both cash and product rewards. “We want our Style Consultants to shine."

AI as a Silent Partner

For a brand rooted in design and detail, Michael Kors has embraced technology with elegance. AI is woven into the customer experience as a “silent, intelligent partner,” enhancing ( not replacing) the human touch.

From AI-generated case notes to real-time support prompts and fraud detection, the brand’s digital transformation is highly intentional. “Looking to the future, AI will be our gateway to hyper-personalization,” Hyder shared. “The goal isn’t to replace human interaction but to make every interaction more meaningful, efficient, and tailored to the individual.”

A Leader Who Walks the Floor

What struck me most about Hyder’s leadership style is his humility and commitment to mentorship. “I always emphasize that true customer experience excellence starts with empathy and genuine connection,” he said.

He still takes customer calls during call center visits to stay grounded in the realities his teams face. “It’s not just about understanding challenges; it’s about experiencing them firsthand.”

Whether it’s mentoring future CX leaders, advocating for inclusive service design, or exploring the next wave of AI and AR, Hyder’s philosophy is clear: Lead with empathy. Empower your teams. Design experiences that make people feel seen.

Read the full interview in the January 2025 issue of CX Insight magazine.