Customer journeys are no longer linear, and AI alone won’t fix the friction customers feel when they need fast, empathetic support.

In this CX Today interview, Nicole Willing speaks with Mike Clifton and Max Schwendner, Co-CEOs of Alorica, about how real-time data, emotionally aware AI, and human support are reshaping customer experience.

They explore why businesses need to move beyond generic personalization, how AI can help agents understand customer sentiment in real time, and why the best CX strategies focus on outcomes rather than technology for its own sake.

The conversation also covers multimodal customer journeys, data orchestration, global CX delivery, the role of human agents in complex interactions, and the importance of knowing when AI should step back and let a person take over.

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