Two Decades of Support at Scale, with Vernon Clemons

What does two decades of running customer support teach you about where CX is headed?In Episode 3 of The Prompt Room, Kapil, Co-Founder & CMSO of Thunai, sits down with Vernon Clemons, Jr., VP of Global Customer Support at Model N, for an honest conversation about scaling support, incident management, and the evolution of customer experience.With 20+ years of experience leading global support organizations, Vernon shares his perspective on what really breaks at scale, why consistency and predictability matter, and how support teams can adapt to an increasingly AI-driven world.The conversation explores fragmented support systems, the shift from human-led to AI-assisted and agentic support, and where AI can genuinely help teams without replacing the human element of great CX.In this episode:Scaling global customer supportIncident management and predictabilityBuilding consistent support operationsTech stack fragmentationHuman-led to AI-assisted to agentic supportThe future of enterprise CXLearn more:🔗 Thunai — Agentic AI for Customer Experience & Support: ⁠www.thunai.aiThe Prompt Room is a podcast by Thunai featuring genuine conversations with the people shaping CX, support operations, AI, and modern technology.