IQOR CEO cites talent as key to Rochester growth

//July 17, 2026//

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At times our community can get stuck in the nostalgic past of the industrial domination we enjoyed for decades. At their peaks Kodak, Xerox and Bausch and Lomb had a market value of over $70 billion combined; today it is $7 billion. The demise of these giants has been well cataloged, and I’ve come to learn that a community that built those companies can build the next generation of great companies.

Recently, I was speaking with a friend, Chris Crowley, who is the President and CEO of business processing outsourcing behemoths IQOR. He and many of his executive team reside in Rochester. IQOR has 45,000 employees in operations in 10 countries around the globe. They are privately held so they have quietly gone about building their business and global reach.

I inquired to Chris, “what did Rochester have that attracted the company to locate here?” Without hesitation, he said, “the talented people.” He went on to say his position requires extensive international travel from South America, Eastern Europe, Middle East, and Asia. Managing employees across these diverse geographies requires sensitivity to cultural nuances that necessitate skillful and clear communication. He makes a point of simplifying the message into clear actionable directives focusing on growth, quality, profitability, and the importance of working as a team. He’s obsessed with each and every “client experience.”

It was clear he required the same from his management team, resulting in a performance-driven culture. Back to why Rochester: He has found that the bloodlines of our industrial past remain strong in the current generation of Rochesterians, specifically people are drawn to a purpose that embodies excellence in mission critical objectives.

In asking about the future of the business, he was enthusiastically optimistic, extolling tremendous productivity advances using AI. While some lament potential job losses due to AI, he sees productivity enhancements that will make the client’s experience more robust and fulfilling. He is looking forward to continuing to grow IQOR globally and in Rochester.

I remain optimistic about the business prospects Rochester has to offer. There will be headwinds, though how we set our sails determines where we go.

Patrick Burke is the managing principal of Burke Group, a Rochester-based retirement plan consulting & administration, actuarial services and compensation consulting firm. Contact him at [email protected].