Scaling Complex CX with AI and Human Insight

Mike Clifton and Max Schwendner on Scaling Complex CX with AI and Human Insight
Reposted from Be Customer Led.

A great customer experience is a combination of technology, empathy, and fast decision-making.

This episode of Be Customer Led features Max Schwendner and Mike Clifton, the co-CEOs of Alorica, a leading global business process outsourcing company specializing in customer service, digital support, and customer experience (CX) strategy & execution.

This conversation centered around the idea of AI reshaping the CX industry. Max and Mike share their knowledge and experience on how combining AI tools with humans can lead to creating stronger customer interactions. They also dive into leadership, advantages of the co-CEO model, and how to achieve customer satisfaction, operational efficiency, and brand loyalty in real life with technology, training, and AI-driven insights.

Part 1

Part 2

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Alorica Inc. (“Alorica”) is the holding company of various direct and indirect subsidiaries, including Systems & Services Technologies, Inc. (SST), NMLS 950746. Many of Alorica Inc.’s subsidiaries operate under the brand, Alorica, but all remain separate legal entities.