Be Customer Led · 2026-06-03 · 24 min
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
Alicia Skubick on Building a Customer-Obsessed Culture at Trustpilot66 / 100Mike Clifton and Max Schwendner on Scaling Complex CX with AI and Human Insight Part 2Emily Cisek on Turning Estate Planning into a Family Legacy ExperienceSteve Hind & Tim Doyle on Building Support That Actually WorksAlex Levin on The Rise of Voice AI in Customer Experience