Mark McKercher, VP of Global Customer Support at Sovos, explains why most AI efforts fail before they begin. He reveals how unrealistic expectations and weak foundations derail success. He shows how AI can turn support into a revenue driver through cross-functional collaboration. He closes with why change management defines long-term success.
“It’s about being deliberate in the technology you choose, while recognizing that no technology is just a light switch. It’s not nearly as much about the technology as people think, but more about change management and helping people shift their perspectives.” – Mark McKercher
In this episode, Mark shares practical ways leaders can move beyond the “AI quick fix” mindset. He explores how data foundations, executive alignment, and transparent communication make AI adoption measurable and sustainable for both support and enterprise growth.
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