Transforming the CX Industry with Heart

As the APAC Regional President of Alorica, I have had the privilege of witnessing the remarkable growth of our organization. Throughout my journey, one principle has remained at the core of our success—empathy.

Empathy is not just a buzzword, but the cornerstone of our company’s award-winning culture. Here are just a few of our best practices that enable us to differentiate ourselves in the CX industry:

1. Putting People First. Prioritizing our employees' needs fosters a healthy working environment and cultivates a culture of trust and loyalty. We view our people as our greatest asset, recognizing their accomplishments, engaging them through fun activities, and looking after their well-being with free access to mental health professionals. Understanding that happier employees are 12% more productive, this also directly influences the quality of service we deliver to our clients.

2. Understanding Our Clients. Empathy extends beyond our internal teams—it also allows us to truly understand our clients' challenges, goals and aspirations. We try and put ourselves in their shoes to develop solutions that exceed their expectations and build lasting partnerships. This commitment has earned us recognition with leading analyst firm, the Everest Group, for two consecutive years.

3. Community Engagement. Beyond business operations, our responsibility extends to the communities we serve. Through our non-profit partner, Making Lives Better with Alorica (MLBA), we empower employees to make a positive impact in their communities, reinforcing our dedication to shared prosperity. In 2023 alone, Alorica employees helped raise $116,000 and awarded more than 320 grants through MLBA.

4. Leading with Integrity. Empathetic leadership means acting with integrity. We hold ourselves to the highest standard and set an example of ethical behavior in all our interactions. Not only is this just the right thing to do, but it’s also imperative to earning trust…and, therefore, business. Deloitte’s Ashley Reichheld, stated, "Building trust is among the most powerful ways brands can earn loyalty, drive differentiation and create competitive advantage."

In an era where empathy can be overshadowed, leaders must recognize their responsibility in cultivating a workplace culture that prioritizes the heart of our industry—the people. Through unwavering commitment to empathetic leadership, we don't just achieve business goals, but we also leave an enduring mark on the lives of our employees, clients, and the communities we serve.