Vice President of Partnerships at Flip | 3X Partnerships Leader | Former Amazon Echo and Alexa Sales Lead

Owning all things pipeline and partners for a high-growth VoiceAI startup. Employee #11. Echo/Alexa US Sales Lead for Amazon in early hyper-growth phase from 2015-2017 | 3X Partnerships leader including at Lever (HR Tech) and Conversica (Conversational AI) managing technology and channel / reseller partnerships. | Worked globally across the US and Asia over the past 15+ years. Wharton MBA with an MSc from UC Berkeley.

Shawn Li

HexClad Cookware

Head of Customer Service

Structured the Customer Service team for operational efficiencies and customer experience.

Lead the vetting and onboarding process of a new customer service CRM platform 
•	Deployed smart team based routing of conversations that allows for the even distribution of cases to all BPOs and individuals. This approach allows for HexClad to closely measure the performance of each BPO independently of one another.
•	Deployed smart workflows that make agents more efficient by automating simple tasks saving our agents ~2,400hrs a year.
•	Migrated all existing warranty information into the customer service CRM, and developed a native warranty registration solution to provide agents with an omni-view of our customers. 

Vetted and onboarded new vendors to improve the overall customer experience
•	Phone: Fully automated the customer experience HexClad offers via phone. Transitioned from a simple voicemail system to an automated system that allows customers to self service themselves and escalate to an agent if necessary. In the first 6 months, HexClad was able to deflect 3,601 calls, or over 16,204.5 agent hours. 
•	Contact channel: Enhanced the way customers could contact HexClad Support by allowing them to send rich media and data. In the first 3 months, HexClad had seen a 38% improvement in resolution time, 40% improvement in avg. reply count per conversation, and a 95% improvement in one-touch resolutions.
•	Returns Management: Lead the vetting and onboarding return management platform, allowing customers to create their own return experience. In the first 5 months, Hexclad was able to retain over $145,000 in revenue.  
o	Retained over $200,000 in potential revenue loss with Return save offers
o	Caught and developed a strategy to prevent return fraud saving the organization over $40,000 in potentially lost revenue
 
Successfully Onboarded two BPO partners to diversify HexClad's support network

Ensured launch readiness for Customer support for newly launched markets

Director Of Customer Service

Guthy|Renker

Developed and lead an omni-channel digital care strategy across product reviews, chat, and automation channels by refining, optimizing, and improving the customer and brand experience.
•	Delivered industry leading KPIs while increasing retention rate, CSAT, and deflection rate, while decreasing speed to resolution across all channels
•	Launched automation tools such as chat bots to increase self-help, reduce staffing cost, and lowering handle time
•	Improved Dunning collection rate by 43% while also reducing handle time by 25%, and increasing CSAT scores
•	Provided detailed insights and analytics around customer behavior, customer feedback, and sentiment

Directed BPO vendor performance of both onshore and offshore staff
•	Reduced cost per contact while also maintaining business needs and performance
•	Launched a unified brand voice across all experience channels
•	Ensured launch readiness of staff for new brand

 Director, Customer Experience

• Deployed a lean, efficient team of Community Moderators that monitor, respond, and engage customers for more than 10 beauty brands, while maintaining less than 30-minute response time and handling ~327,600+ mentions a year, and a 35% decrease in negative sentiment YOY
• Built and manage US and Offshore community management team.
• Created and implemented a robust campaign management platform to generate over $2M in unrealized revenue after covering operation cost
• Revitalized and grew a product review platform resulting in a 145% increase in review collection, 4.5 avg. star rating, and a 32% lift to AOV
• Identified trends and new social media channels for the brand to leverage.
• Created multifaceted social campaign strategies based off customer feedback, social platform performance, and conversion data. 
• Developed and own KPIs to measure social media efforts across outbound and inbound initiatives
• Coordinated work with Organic and Paid social media team members.

Associate Director, Social Media

Hulu

- Developing, owning and gaining senior stakeholder approval of the customer support social media roadmap, ensuring effective prioritization of resources and budget to deliver business needs

- Working cross functionally to continually re-define the key earned Social CRM success metrics and implement the appropriate reporting and analysis processes with existing tools, while taking into account the needs of different teams across Hulu

- Support social media team with pulling key metrics from tools that will support the overall strategy of mapping consumers across all social platforms

- Partner with the internal Customer Support teams, as well as Brand, Content, Creative and PR teams to ensure regular development of high quality CRM reports, customizing each one based on individual needs & ensuring data points help optimize future campaign spends

- Understanding the opportunities and Social CRM landscape available to extend Hulu's passion for customer support across social media channels

- Collaborate cross-functionally to build towards a seamless customer experience, while supporting the greater social strategy goals as they pertain to Hulu’s Social Media strategy

- Managing the relationship with existing third party technology partners and involving senior stakeholders to get buy in for any updates and changes to the platform

- Leading a growing team consisting of a program manager and social media moderators, while working closely with Head of Social to ensure metrics & workflow support the greater company goals

-Gleaning best practices from SRM platform and develop internal reports to debrief with senior team on what Hulu should do differently to improve external & internal processes

Social Media Manager, Viewer Experience 

- Define the customer support social media strategy, and gain support for the strategy across Hulu 

- Working cross functionally to define the key earned social media success metrics and select and implement the appropriate measurement tools and reporting and analysis processes. 

- Partner with the internal Customer Support teams, as well as Brand, Content, Creative and PR teams to ensure regular development of high quality content and implement appropriate editorial approval processes. 

- Understanding the opportunities available to extend Hulu's passion for customer support across social media channels 

- Leading a growing team social media moderators and create a social leadership team within customer support

Social Media Lead | Customer Service

Toyota

- Monitoring the daily activities of the contact center to ensure that high quality customer service is provided

- Worked with Team Supervisors and Management to determine short/long term contact center strategy

- Evaluated performance and provide feedback to supervisors on a consistent basis

- Developed call center policies and procedures

- Respond on behalf of Lexus Executives, Japan Staff and National Managers to customers

- Respond to customer’s supervisor escalation request

- Analyzed and handled Lexus S.M.A.R.T. (Swift Market Analysis and Response Team) cases from start to finish

Lexus Executive Coordinator

Responsible for fostering relationships between customers and dealers via the brand’s official social channels to achieve maximum engagement in efforts to humanize the brand.  

- Foster relationships between customers and dealers via the brand’s official social channels

- Attend and manage onsite social media activations at Lexus sponsored events.

- Site, document and review new trends that customer’s experience and document on social media sites online

- Report directly to upper management with weekly documented concerns and/or trends that customers voice in blogs, chats, tweets and other online media.

- Support internal infrastructure decisions by making recommendations on new platforms, tools, policies and platforms

- Identify and report on trends and best practices of customer service industry leaders from various industries for social media, mobile and web

- Produce/ Create model year change training documents for Customer Satisfaction Representatives to reference.

Lexus Social Media Specialist

- Directly interfaces with Lexus owners and responds to incoming phone calls, letters, e-mails, and/or chats regarding inquiries and/or complaints

- Analyzes customer concerns/inquires (i.e.-requests for financial assistance, concerns that are dealer, sales, service, or product related) and handles accordingly

- Takes ownership of incoming communication; investigates and resolves various questions and concerns that are dealer, sales, service or product related

- Negotiates appropriate action to positively impact owner satisfaction and prospective Lexus owners

Customer Satisfaction Representative

KION TV

Web Producer

As a skilled Customer Service professional with experience spanning across multiple industries, I excel in developing omni-channel digital care strategies to optimize customer and brand experiences. I have delivered industry-leading KPIs by increasing retention rates, CSAT scores, and deflection rates while decreasing speed to resolution across all channels. My expertise in launching automation tools, such as chatbots, has increased self-help, reduced staffing costs, and lowered handle time. I have a track record of improving Dunning collection rates by 43% while also reducing handle time by 25%, and increasing CSAT scores.

As a former Associate Director of Social Media, I built and managed a lean, efficient team of Community Moderators who maintained a response time of less than 30 minutes while handling over 327,600+ mentions a year. I revitalized and grew a product review platform, resulting in a 145% increase in review collection, 4.5 avg. star rating, and a 32% lift to AOV. I identified trends and new social media channels for brands to leverage, and created multifaceted social campaign strategies based on customer feedback, social platform performance, and conversion data.

My experience includes working cross-functionally to define success metrics and implement appropriate reporting and analysis processes. I partner with internal teams to ensure high-quality CRM reports, customizing each one based on business needs. My skills include coordinating work with organic and paid social media team members to ensure consistency and optimize customer experience.

Michael Ludwig

Excited to share that I’ll be speaking at the AICX Awards & Summit on December 10 (9 am – 1 pm PST)... a virtual event all about real AI in customer experience, not just the hype.

I’ll be sharing how we’re elevating the fan experience at Fanatics with automation, smarter workflows, and the right balance between AI and human support.

If you’re in CX, ops, or tech, you’ll walk away with practical ideas you can use right away. From saving thousands of agent hours to improving CSAT and engagement.

👉 Register here (it’s free): https://lnkd.in/g7SsUnqp

Hope to see you there!

#CX #AI #CustomerExperience

Director, Collector Experience at Fanatics | Customer Experience Transformation | CRM, BPO & Automation Strategy

I just read Kustomer’s new piece on the launch of AI for Reps V2, and it hits on something every CX leader feels: speed only matters if it comes with clarity.

V2 takes a big step forward. Instead of waiting for a rep to hunt for details, the system surfaces what they need the moment a conversation starts. Order history, prior interactions, loyalty status, the likely next step, even a draft reply. All ready before the rep clicks a thing.

That shift matters...
Not because it “automates” support, but because it removes the wasted energy that burns people out. When teams don’t have to dig for context, they can focus on the part of the job that actually builds trust: the conversation.

The numbers in the article back it up too. Faster replies. Higher CSAT. More consistency across channels. All while keeping the human front and center.

As someone who spends most days thinking about how to support collectors and earn their loyalty, I love seeing tools evolve in a way that lifts the team, not replaces them.

If you work in CX or support ops, especially in environments where customers expect answers fast, this is worth a read. And I’m curious how others are thinking about AI for agents as these tools mature. What’s V2 look like in your world?

I’m excited to speak at the AICX Summit on December 10. What I love about this event is the depth of the lineup. The sessions dig into the real work behind #AI in #CX, with operators who share what’s actually driving results.

I’ll be tuning in for several sessions myself. It’s a rare chance to learn from people who aren’t afraid to share what worked, what didn’t, and the playbooks they rely on every day.

Check out the link in the comments to join!

If you ever want to see brands absolutely nail real-time engagement, look at the comment section of U-Haul’s recent TikTok about helping people through a breakup.

The video itself is funny, but the comments are the real show. AT&T& offering to “help separate the phone bill,” McCormick & Company wondering who gets the spice cabinet, Chewy asking about dog custody, Walmart bringing tissues and ice cream, Butterfinger joking about a U-Haul edit dropping before GTA6, and Ocean Spray Cranberries showing up with a wink and some cranberries.

Every comment fits the brand voice. None of it feels forced. And together, they build this moment that reminds you why people actually enjoy great marketing.

What stands out most is how this kind of engagement meets people where they are. It’s human. It’s reactive. It feels like a conversation instead of a campaign. And customers notice that.

As someone who lives and breathes customer experience, this is such a good reminder. Being relevant isn’t about pushing a message. It’s about showing up in the right tone, at the right time, in the right way. Even a simple TikTok comment can strengthen trust and connection when it’s done with intention.

Brands talk a lot about being part of the conversation. U-Haul and the rest of this thread actually did it.

Here’s the clip if you haven’t seen it yet: https://lnkd.in/gcKi3quf

So many people forget that proactive shipping notifications is not just a nice-to-have for your customers, but it actively reduces contacts into your contact center. The more you keep your customer in the loop, the more trust is built, and the smoother your overall customer experience becomes. Transparency pays off for both sides...customers feel cared for, and your team stays focused on higher-value interactions.

Nice work Caraway Home and parcelLab team!

#CustomerExperience #PPCX

Leading brands aren’t leaving post-purchase to chance.

Caraway Home chose parcelLab to take control of delivery communications and the numbers prove it was worth it:
 📦  Reduced package theft to 1%
 📞  17% fewer WISMO calls
 ✅ Seamless, on-brand experiences from cart to kitchen

Because successful retailers know that the customer experience doesn’t end at checkout.

See how Caraway set a new standard in post-purchase excellence. Link to the full success story in the comments.

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Shawn Li

Michael Ludwig

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taplio

The Battle

Shawn Li

Michael Ludwig

Followers

Posts

Engagements

Likes

Performance Score.css-goub6s{font-size:var(--chakra-fontSizes-md);font-weight:500;color:var(--chakra-colors-gray-600);display:block;margin-top:var(--chakra-space-1);}Michael Ludwig's LinkedIn Performance

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Performance ScoreMichael Ludwig's LinkedIn Performance