What does it take to deliver world-class customer support in an AI-driven world? In this episode, Mark McKercher, VP of Global Customer Support at Sovos, explores how B2B customer experience has evolved and what the future of support looks like. He shares lessons from his career across Amazon, Google, Samsung, Roku, and Sovos, and explains why customer effort and outcomes now matter more than traditional speed metrics. Mark discusses how AI is transforming support, from automating simple interactions to enabling teams to focus on complex customer needs. He also shares practical lessons on AI adoption, change management, data quality, global support, partner ecosystems, and measuring impact.HIGHLIGHTS[02:05] Mark's Career Journey and Role at Sovos[04:17] Shifts in World-Class Customer Support [07:00] Impact of AI on Customer Support [09:32] Complexities of Global Support at Sovos [16:34] Partner Integration and AI Deployment [25:52] Metrics and Success Measurement[34:38] Future of Global Support Roles Connect with Mark:LinkedIn: linkedin.com/in/mmckercher/Website: sovos.com/
What happens when AI stops being a buzzword and starts changing how contact centers actually work?Meet Jon Lunitz, the Chief Growth Officer at DATAMARK.Jon talks about his career and how working on both the client and supplier sides helps him understand what businesses really need. He also explains DATAMARK's approach to AI, where technology supports people instead of replacing them.Jon also explores DATAMARK's human-in-the-loop approach, including DataSmart, an AI-powered knowledge tool, and DataScribe, which automates after-call work while analyzing customer sentiment. Looking ahead, Jon argues that contact centers are moving beyond labor arbitrage toward higher-value work, where problem-solving, empathy, and critical thinking become increasingly essential.HIGHLIGHTS[02:04] Jon's Professional Background[04:59] Overview of DATAMARK[07:33] DATAMARK's In-House AI Tools[10:50] Deep Dive into DataSmart[18:01] Capabilities of DataScribe[21:28] AI Impact on Business Models and ROI[27:50] The Future of Contact Centers[35:19] Upcoming DATAMARK DevelopmentsConnect with Jon:LinkedIn: linkedin.com/in/jon-lunitzWebsite: datamark.net/Mentioned in the episode:Blueprint for Customer Obsession: amazon.com/Blueprint-Customer-Obsession-Marbue-Brown
Art can change more than just a space. It can change lives!In today's conversation, Christina Bailey, Chief Growth Officer at ArtLifting, talks about ArtLifting's mission, inspiring artist stories, and the challenges many people with disabilities face.Christina also explains how businesses use art to create more welcoming and inclusive workplaces, improve employee and customer experiences, and strengthen their culture. She shares how ArtLifting measures its impact, explores future opportunities such as healthcare and art leasing, and explains why every piece of art has a story that brings people together and creates lasting connections.[01:34] Introduction to ArtLifting and Its Mission[08:48] Challenges and Solutions for Artists with Disabilities[11:44] Business Case for Corporate Clients[18:17] ArtLifting's Role in Corporate Spaces[27:50] Impact of ArtLifting on Artists and Companies[32:28] Future Opportunities for ArtLifting[36:24] Engage with ArtLifting!Connect with Christina:LinkedIn: linkedin.com/in/christina-strubbe-bailey/Website: artlifting.com
Trust is built one voice at a time, and every review tells a story that shapes better products. In a world where customer expectations move fast, listening deeply is no longer optional; it's a competitive edge!In this conversation, we speak with Alicia Skubick, Chief Customer Officer at Trustpilot, about how companies can build strong customer experiences based on trust and real feedback. Alicia shares her journey through marketing and technology roles and explains how Trustpilot puts the customer at the center of everything it does. She discusses how teams use customer reviews to learn, improve products, and build empathy inside the company. The conversation also explores trust, transparency, and how AI is changing customer experience.Highlights[05:22] Internal Customer Experience at Trustpilot[09:14] Role of Chief Customer Officer vs. Traditional Roles[11:20] Building a Customer-Obsessed Culture[15:15] Trust and Transparency at Trustpilot[18:48] Metrics for Trust and Integrity[20:45] Who's Missing from Review Data?[23:32] What Happens When Users Push Back?[27:27] Customer Data and Insights[29:43] AI: Threat or Opportunity in CX?Connect with Alicia:LinkedIn: linkedin.com/in/aliciaskubick/Website: trustpilot.com/
What should AI handle? And what should stay human? The questions that sit at the center of modern customer experience.In continuation of the earlier discussion on AI-powered customer experience and leadership with Max Schwendner and Michael Clifton, this part of their conversation explores how AI is being integrated across every stage of business operations. They highlight the growing importance of continuous learning, empathy, and human judgment in an AI-assisted workplace. The conversation also points out the impact of AI-powered accent neutralization and how it can shorten call handling times in global customer support operations.Further into the conversation, they discuss the types of sensitive tasks that shouldn’t be automated, AI-assisted training and real-time agent support, customer satisfaction (CSAT) and brand sentiment, the balance between automation and human connection, and also the importance of customer-centric business strategy.EPISODE HIGHLIGHTS[02:34] Integrating AI in every aspect of Alorica.[05:29] The importance of continuous training.[10:42] The importance of accent neutralization.[16:30] Tasks that should never be automated in customer service.[20:52] Meeting customers where they want to be met.Connect with Max & Mike Max Schwendner- linkedin.com/in/max-schwendner-3ab15960/Michael Clifton - linkedin.com/in/mike-clifton/Alorica - linkedin.com/company/alorica/posts/?feedView=allalorica.com/