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Mark
McKercher
VP, Global Support
Sovos
Mark McKercher is VP of Global Customer Support at Sovos and a customer experience leader with more than 20 years of experience at companies including Amazon, Google, Roku, and PayPal. He specializes in scaling global support operations, implementing AI-driven customer service strategies, and transforming customer experience at enterprise scale. Mark also serves as President of the San Francisco chapter of the Contact Center AI Association.
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18 February 2026 14:45 - 15:30
The business case for agentic AI: how to sell it upstairs
Support leaders often understand the operational value of agentic AI, but securing executive approval is where most initiatives slow down or stall. The challenge is rarely the technology itself, but how its impact is framed in terms that align with broader business priorities. This session explores how to translate agentic AI outcomes into metrics that matter at executive level, how to position ROI beyond cost reduction, and how to build a narrative that reflects risk, efficiency, and customer impact together. It also covers common objections from senior stakeholders and how successful teams have addressed them in practice.