Harry Folloder: Navigating Digital Transformation with Communication and Empathy

Harry Folloder’s professional pathway is anything but ordinary, filled with unexpected twists, challenges, and moments of realization. As a young professional, Harry quickly learned that navigating the rapidly evolving world of technology wasn’t just about understanding machines or algorithms, it was about understanding people. He didn’t start out knowing the secret to balancing human interactions with cutting-edge technology, but now he is setting the industry standard for digital foundries. 

At the heart of Harry’s journey is a lesson in humility. Early on, he discovered that success didn’t lie in simply solving problems but in how those solutions were delivered. His career revealed that customers didn’t just want answers, they wanted to feel understood and to walk away from their problems with a sense of relief. That realization shifted everything for Harry. 

As he climbed the ranks to become the Chief Digital & Technology Officer at Alorica, he understood that real innovation was about breaking down barriers; whether those barriers were technological, cultural, or emotional, his leadership style, marked by approachability and strength, could dismantle walls as effectively as any algorithm. He learned that solving problems was not enough; the true win was solving them the first time, making the experience as seamless and humane as possible. 

Today, Harry leads Alorica’s digital transformation, driving forward initiatives that combine AI and human intelligence to create a more efficient, empathetic customer experience. But the journey is never-ending, and Harry approaches it with curiosity, constantly refining his methods, aware that each new challenge might just unlock the next level of innovation. 

From Call Centers to AI-Powered Super Agents 

Alorica, founded in 1999 by Andy and Joyce Lee, is a dynamic company that has revolutionized the customer experience industry. The company began when Andy, a visionary with a background in science and technology, created a proprietary CRM system before the existence of platforms like Salesforce. This breakthrough led to the establishment of Alorica as a major player in the BPO industry, with over 125,000 employees, operations in 19 countries, and generating more than $2.5 billion in revenue. 

Harry thrives in his role, helping clients entrust Alorica with their brands and customer care. Under his leadership, Alorica has shifted from traditional call center operations to offering a variety of communication channels, including chat, voice, social, and email, ensuring that customers can interact with companies in the way they prefer. The company follows the motto: “The customer’s choice of channel, the customer’s choice of language.” 

As Chief Digital and Technology Officer, Harry oversees both daily digital operations and a transformation hub known as Alorica IQ, dedicated to driving innovation. Utilizing advanced technologies like Artificial Intelligence & Computer Vision, Harry and his team are empowering Alorica’s agents to become “super agents” by giving them access to real-time analytics, sentiment and predictive insights. 

These AI tools listen to conversations and proactively suggest solutions, enhancing human interactions and making customer service more efficient and empathetic. Harry’s role allows him to blend technology and human expertise, breaking down communication barriers and transforming the customer experience industry. 

Real-Time Translation and Knowledge Automation 

Alorica recently achieved a significant milestone by winning the AI Breakthrough Award for Customer Service on a global scale. Competing with major players like OpenAI and Samsung, Alorica’s solution, ReVoLT, emerged victorious. ReVoLT is a real-time voice translation system designed to break language barriers during customer interactions. 

Traditionally, language differences between agents and customers posed challenges. With ReVoLT, the organization empowers agents to communicate in 75 languages and 200 dialects in real-time, enhancing their ability to assist customers effectively, regardless of language limitations. This solution enables companies to staff a single team of experts who can interact across languages, removing the need to segment support teams by language. 

Another key innovation at Alorica is Knowledge IQ, which supercharges agents by providing instant access to just-in-time, relevant knowledge. Through large language models trained and fine-tuned to digest client information quickly, agents no longer need to search manually for answers. Instead, Knowledge IQ automatically delivers the information or even summarizes answers, securely, in real-time. 

This technology improves both customer experience and agent efficiency by reducing wait times and allowing agents to focus on building relationships and trust rather than hunting for answers. These advancements are a direct result of the company’s commitment to innovation, ensuring that AI is applied both ethically and securely while enhancing business operations and customer service. 

Crucial Role of Communication and Empathy 

Harry attributes much of their success to a strong, multidisciplinary team. This team, composed of experts in fields like AI, process engineering, and customer operations, drives forward the company’s vision by fostering innovation. By staying at the cutting edge of technological transformation and embracing conversational AI as the next frontier, Alorica is poised to lead the industry into a future where AI and natural language interfaces are seamlessly integrated into customer service. 

Harry reflects on his extensive 20-year career and emphasizes a fundamental lesson he has learned: the importance of clear and simple communication in project success. He notes that while technology can be complex, the real determinant of success or failure often lies in change management and communication. 

According to Harry, projects, whether they succeed or fail, are largely influenced by how effectively communication is handled. This includes communication both upwards and downwards within an organization. When communication is poor or infrequent, no matter how simple or complex the project, it is likely to encounter issues. 

Harry believes that clear, concise communication about responsibilities, roles, risks, goals, and timelines is crucial. A successful project depends on ensuring that all stakeholders have a consistent understanding of the project’s status, expectations, and risks. He underscores that a communication matrix is not just a static document but a dynamic, living element crucial to project management and delivery. 

In the context of transformation projects, Harry highlights several key performance metrics that indicate success. These include reducing the total cost of ownership while maintaining a high level of customer and employee satisfaction. He emphasizes the importance of metrics like Net Promoter Scores (NPS), Employee Net Promoter Scores (ENPS), Customer Satisfaction Scores (CSAT), First Call Resolution (FCR), and Average Handle Time (AHT), to name a few industry specific ones. 

Harry also discusses the emotional aspects of customer interactions, noting that handling sensitive issues with empathy and understanding is essential. Whether resolving technical problems or addressing emotional concerns, it is important for agents to provide supportive and effective solutions while managing various dimensions of customer relationships centered around building trust. This multifaceted approach to customer service impacts success metrics and ultimately contributes to overall satisfaction. 

Leading with a People First Mindset 

In discussing leadership, Harry emphasizes the role of humor in his approach. He believes that connecting is essential in breaking down barriers and maintaining perspective, especially since the scenarios he faces are not life-or-death. His natural inclination is to lead with humor, which he feels is important for creating a relaxed and approachable atmosphere. 

Harry also values understanding what motivates each individual on his team and interacting with them in a way that respects their personal style. He prefers not to change others’ styles but rather to support and encourage their growth. His leadership style is described as nurturing rather than commanding. He believes that for team members to perform their best, they must feel supported both professionally and personally. 

An example Harry provides is the strong support his team showed during a member’s medical emergency. Despite being spread across different parts of the world, the team came together to offer exceptional support, demonstrating the strength of their collective bond and commitment. This sense of community is something Harry sees as a significant success of his leadership. 

Additionally, Harry acknowledges that his team operates in a fully remote environment, with members scattered globally. This makes building interpersonal relationships and fostering a sense of unity even more challenging. Despite not having met in person, the team’s ability to come together and support each other, regardless of time zones or geographical locations, highlights the effectiveness of his leadership approach. 

To underscore the point, Harry cites Peter Drucker’s distinction between management and leadership: management is about doing things right, while leadership is about doing the right things. In Harry’s view, the ability to build a supportive and cohesive team, even remotely, reflects the essence of effective leadership. 

Harnessing AI and Digital Strategies for Competitive Growth 

Looking ahead, Harry sees significant opportunities for Alorica to leverage digital capabilities to create a competitive edge and drive growth. He notes that while the digital landscape is evolving rapidly, large enterprises often struggle with change due to their established ways of operating. This resistance to change can be likened to steering a massive steamship—slow and challenging. 

Harry’s role involves overseeing a comprehensive range of activities from sales relationships to engineering, architecture, and delivery of transformational journeys. A crucial aspect of his job is guiding clients through the complex process of adopting new technologies. This involves not only demonstrating the benefits but also addressing the risks associated with change. 

A key focus for Alorica is helping clients move beyond traditional approaches like robotic process automation (RPA) and leap towards more advanced solutions, particularly those involving artificial intelligence (AI). Harry emphasizes that the integration of AI is essential for staying competitive, as the pace of technological advancement surpasses human capability. The challenge lies in orchestrating a symbiotic relationship between AI and human intellect, ensuring secure and effective interactions. 

Ultimately, Harry believes the success of these transformations hinges on the ability to bring clients along on the journey. This involves helping them understand their current state, envision their future, and navigate the path between the two. The goal is to gain internal buy-in and momentum within organizations to embrace and implement digital innovations effectively. 

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