Alorica CDTO Harry Folloder on AI, Crisis Management & Community Leadership | Technovation 908

In the world of customer service, artificial intelligence (AI) and generative AI (GenAI) are unlocking new possibilities to elevate the customer experience beyond what was once thought possible. In this episode of Technovation, host Peter High sits down with Harry Folloder, Chief Digital and Technology Officer at Alorica, to explore how the company utilizes AI to revolutionize customer service, streamline operations, and empower both employees and customers. Harry highlights the crucial role of technology in building trust and delivering personalized, seamless customer interactions in today’s digital-first world. He also shares his inspiring personal journey, detailing how his background in law and emergency services—as a firefighter and paramedic—has uniquely prepared him to lead digital transformation at a tech-driven company. Discover the innovative AI-powered solutions propelling Alorica’s success and how Harry’s leadership is shaping the future of customer experience. Whether you're interested in AI, digital transformation, or leadership, this episode provides valuable insights into the technologies and strategies driving innovation at Alorica.

00:00 Introduction and Guest Welcome
00:53 Overview of Alorica
02:15 Role and Responsibilities of Chief Digital and Technology Officer
05:14 Empowering Employees and Customers with Technology
09:23 Real-Time Language Translation Innovation
14:20 Conversational AI and Its Impact
16:59 Legal Background and Its Influence
19:09 Firefighting and Community Service
23:19 Personal Challenges and Inspirations
27:03 Technological Trends and Reflections
30:53 Book Recommendations and Conclusion

An audio-only version of this interview is available as episode 908 of Metis Strategy’s podcast, #Technovation with Peter High. Learn more at http://bit.ly/Technovation-908.

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