Leadership in Transformation: Alorica Co-CEOs on How AI is Shaping the Future of CX

As the role of CIO continues to evolve as a strategic partner to the business, many CIOs are emerging as strong contenders for CEO positions. In a panel discussion from the 2024 Metis Strategy Summit, Alorica Co-CEOs Mike Clifton and Max Schwendner sit down with Peter High to discuss their leadership journeys—Mike’s transition from CIO to CEO and Max’s progression from CFO to Co-CEO. They delve into how their complementary expertise in technology and finance fuels innovation at Alorica. Additionally, the conversation highlights the transformative power of AI in customer experience (CX) and the bold strategies Alorica employs to disrupt its own business model for future growth.

Highlights include:

• From CIO to CEO: Mike Clifton shares how his experience as a CIO prepared him for his role as Co-CEO, emphasizing the importance of technology leadership and inspiring teams.
• Co-CEO Collaboration: Mike and Max discuss how they divide responsibilities while maintaining a unified leadership approach, leveraging their complementary expertise.
• AI Innovations in CX: Alorica’s cutting-edge advancements in AI, including real-time voice translation and dialect neutralization, are transforming customer interactions and operational efficiency.
• MetaHuman AVA: Introduction of AVA, a bespoke AI solution tailored for Alorica’s clients, capable of delivering human-like interactions to enhance customer service.
• Disruptive Innovation: The necessity of cannibalizing existing business models to remain competitive in a rapidly evolving industry.
• Future of AI in Business: Insights into how AI is enabling new opportunities for efficiency, customer satisfaction, and revenue generation across industries.