episode 650

Alorica CIDO Mike Clifton on Technologists Being a Voice of the Customer

Mike Clifton is the executive vice president and chief information and digital officer of Alorica, a customer experience company with more than a hundred thousand employees across 15 countries. The company has roughly 2 billion customer interactions per year, and Mike's team is responsible for drawing from across that ocean of data to develop actionable insights. Mike's also been a tech and digital leader and operations executive, and the head of transformation, innovation, and strategy across companies like the Hanover Insurance Group, Federal Home Loan Bank of Boston, and Cognizant prior to his current role. March 31, 2022

650: Mike discusses the expansion of his role in the client-facing side of the business and leveraging actionable insights from an ocean of data. Mike begins with an overview of Alorica’s business, what his purview as CIDO consists of, and how he is focusing on the consumer in his role. He also talks about developing a strong data foundation at Alorica and how he thinks about building the technology ecosystem to drive the data strategy at the company. Finally, Mike gives his perspective on how his background in multiple disciplines has helped him in his new role, the key elements to his success, and what trends in technology are on the horizon.

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This episode is sponsored by Zoho.

The World Class IT principles in yellow were the focus of this interview

  • 01 1- People
  • 02 2- Infrastructure
  • 03 3- Project and Portfolio Management
  • 04 4- IT & Business Partnership
  • 05 5- External Partnerships

From strategy to implementation

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