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/
