What connects neurobiology, law, and private equity?
Technically speaking, there isn’t any such direct connection, however, for Harry Folloder, where these fields intersect, they have formed a distinct capacity to crack the code in complexity and provide clarity in settings that require velocity and accuracy. As the Chief Digital & Technology Officer of Alorica, Folloder now applies his experience in a way of thinking to the leadership of human experience evolution. He is leading one of the world’s biggest innovators of customer experience solutions into a new age marked by artificial intelligence, real-time interaction, and digital reinvention.
From guiding a transformation effort or consulting with a leadership team, Folloder is all about lining up strategy and execution. For him, the correct solution is never determined by the tools used. It hinges on timing, applicability, and delivery of the best experiences that remain people-centric in a tech-driven world.
Today, this perspective shapes how he leads Alorica IQ, the digital and transformative division at the organization. Folloder says, “This is how we inform the company’s approach to innovation, technology integration, and its evolving role in a global digital economy.”
Building Alorica’s Digital Future
Alorica is an established company in the customer experience space. Andy & Joyce Lee, Alorica’s founders, have grown it into one of the world’s largest business process outsourcing firms, expanding over 18 countries and employing over 120,000 people. What sets it apart today is a crisp digital transformation strategy, driven with direction and speed by Folloder’s team of digital superheros.
Since becoming Chief Digital & Technology Officer, Folloder has been focused on rebranding Alorica not just as a service company, but as an innovation partner to the world’s most progressive businesses. The digital capabilities of the company have grown considerably, fueled by a goal to make customer interaction smarter, more personal, and seamless.
Speaking about the two flagship solutions that embody this strategy, Folloder mentions, “ReVoLT, an in-real-time voice language translation software, that removes communication obstacles and facilitates multilingual dialogue without the requirement of third-party interpreters. evoAI, Alorica’s conversational AI platform, improves service speed and precision without compromising consistency or empathy across engagements. Both solutions resolve long-standing friction points in service delivery while keeping the human touch at the center.”
To remain at the forefront of rapidly advancing technology, Alorica has forged strategic alliances with pioneers like Automaise, PolyAI, CallMiner, Genesys Cloud, Google, and Microsoft.
Through these collaborations, the company introduces specialized expertise into its ecosystem and enables its customers to derive benefits from advancements in artificial intelligence, neural netowrks and natural language processing. Equally, alliances with companies like Musubi Labs and Pasabi ensure that standards regarding privacy and data protection improve in pace with technical innovation.
Designing Systems That Serve People
Harry Folloder’s digital vision is both pragmatic and human centered. He does not see technology as a replacement for people, but as a tool that helps them thrive. At Alorica, this belief is more than a principle; it is a framework for action. Innovation begins with asking how a solution can support employees and enhance the quality of customer interactions, covering the entire spectrum between EX and CX. Whether the company is implementing conversational AI or developing real-time language platforms, the goal remains the same: to create systems that enable people to thrive and do their best work. Technology is measured not just by what it can automate, but by what it can make possible for those who use it.
Shaping the Future of Customer Experience
The customer experience landscape is evolving dramatically. Artificial intelligence is accelerating across sectors, while customer expectations keep growing. For Folloder, it takes a sharpened view of where technology is going and how it drives human-centered service.
Perhaps the most salient of these transformations is the evolution of conversational AI. Virtual agents today are no longer scripted in their interactions. They are emerging as more natural, more intuitive, and more able to resolve complex problems. This shift has the potential to enhance speed and satisfaction while still delivering a personal touch.
“Hyper-personalization is yet another trend that is redesigning the way businesses engage with customers. With the capability of real-time data and sentiment analysis, businesses can now predict needs and curate experiences with a level of accuracy previously unimaginable,” says Folloder. He views this as a significant opportunity if it is built around trust and leveraged to provide authentic value.
He also points to the growing significance of proactive service. Predictive analytics enables potential problems to be spotted before they occur, enabling businesses to act early, enhance results and reduce risk. Such proactive engagement not only increases effectiveness but also forges customer loyalty.
Folloder focuses specifically on the human-in-the-loop model. Artificial intelligence must complement the efforts of service teams, not replace them, he believes. When individuals and technology are properly aligned, customer experience is made scalable, precise, and empathetic.
These changes are already influencing the way Alorica builds its products, delivers on its promises and gets its teams ready for what’s next. For Folloder, they are not abstract concepts. They are living priorities woven into the company’s long-game strategy.
Leading with Intent
The trade-off between the sophistication of an international business and individual clarity involves intention. For Folloder, it comes from routines that draw him away from consoles and screens and into things that need hands-on attention. Even when troubleshooting a mechanical problem, he appreciates the mental focus that accompanies physical labor. These fleeting periods of hands-on problem-solving provide not only relief but also a different kind of thinking, one based on process, patience, and consideration of detail.
That same philosophy translates into his leadership. Whether presiding over a large-scale digital launch or dictating the future of Alorica’s AI direction, Folloder is big on clarity, consistency, and execution. He thinks technology should enable people, not define them, and he makes sure that every strategic choice resonates with that philosophy.
As Alorica extends its capabilities and global presence, Folloder’s strategy offers both innovation and steadiness. In a business that is characterized by constant flux, he stays true to creating solutions that create an insanely great experience for clients and their customers. For Harry, transformation is about leading the change while always keeping the human element in mind.
