EP3 – Mike Clifton & Max Schwendner: The Human in the Loop Is the Differentiator

From Binary to Billions · 44:47

Show by Hosted by Rob Scott

AI is supposed to replace human workers. But what if the companies betting on that are getting it completely wrong? Mike Clifton and Max Schwendner run Alorica, a customer experience business with 100,000 employees across 16 countries, handling roughly 3 billion customer interactions a year. And as co-CEOs, they have a very different vision for the future of AI.In this episode of Binary to Billions, Rob Scott sits down with Mike and Max to explore why they believe human workers will become more valuable as AI transforms customer service. From two radically different career paths to running a global business together, they explain how their unusual co-CEO partnership works, why they think the AI industry has got its predictions wrong, and how Alorica is positioning itself to grow while competitors face disruption.They also reveal how they're rethinking the economics of customer service, why some AI investments are already becoming obsolete, and why the key to success isn't simply adopting the latest technology, but finding the right solutions to real customer problems."The human in the loop is the differentiator."In this episode:→ How an engineer and a Wall Street investor ended up running a global business together→ How two CEOs make decisions without splitting authority→ Why AI won't eliminate human workers, but will change the work they do→ Why customer service agents are handling fewer conversations but more complex problems→ How AI is changing the economics of customer experience→ Why some companies' AI investments are already becoming obsolete→ How Alrica is using technology partnerships to stay ahead of competitors→ The employee-led initiative helping colleagues through personal crises→ Why trust, performance and human skills will define the next era of customer experience→ The leadership questions every CEO should ask before making a big decision[0:00] Intro[1:06] Two very different paths to the same company[3:31] From engineering to the C-suite[4:53] From Wall Street to operations[6:14] The truth about their first impressions of each other[8:10] Untangling a business after years of acquisitions[8:56] How two CEOs share one job[11:29] Why the AI industry has got it wrong[13:10] How AI creates more work rather than simply replacing it[15:04] Why human performance still matters[18:03] How AI is changing the skills customer service workers need[19:57] From headcount to outcomes[22:41] Where the margins will be in an AI-driven industry[25:57] Why some AI investments are already going wrong[27:42] How customers are adapting to the AI transition[31:59] The employee-led initiative supporting Alorica's people[35:47] What the next five years look like[39:51] Quickfire questions[42:24] The question every CEO should ask themselves[43:42] The importance of understanding the problem you're solving[44:47] The future of Alorica🎧 Subscribe to Binary to Billions wherever you get your podcasts.🔗 Connect with Rob Scott on LinkedIn: linkedin.com/in/iamrobscott

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