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.
HIGHLIGHTS
[01:30] Introduction and background to Max & Mike.
[04:50] Services of Alorica and its impact.
[07:13] The alignment of different worlds for better CX decisions.
[10:55] The collaboration of AI and humans in CX.
[14:00] AI’s role in personalizing customer experience.
[18:10] Real-world examples of AI and human collaboration.
RESOURCES
Connect with Max & Mike
Max Schwendner- linkedin.com/in/max-schwendner-3ab15960/
Michael Clifton – linkedin.com/in/mike-clifton/
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