Be Customer Led · 2026-06-10 · 28 min
What should AI handle? And what should stay human? The questions that sit at the center of modern customer experience. In continuation of the earlier discussion on AI-powered customer experience and leadership with Max Schwendner and Michael Clifton, this part of their conversation explores how AI is being integrated across every stage of business operations. They highlight the growing importance of continuous learning, empathy, and human judgment in an AI-assisted workplace. The conversation also points out the impact of AI-powered accent neutralization and how it can shorten call handling times in global customer support operations. Further into the conversation, they discuss the types of sensitive tasks that shouldn’t be automated, AI-assisted training and real-time agent support, customer satisfaction (CSAT) and brand sentiment, the balance between automation and human connection, and also the importance of customer-centric business strategy. EPISODE HIGHLIGHTS [02:34] Integrating AI in every aspect of Alorica. [05:29] The importance of continuous training. [10:42] The importance of accent neutralization. [16:30] Tasks that should never be automated in customer service.
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