About
I built CX the old way. Now I help brands cross to what's next.
10+ years building support operations from scratch - SOPs, QA frameworks, knowledge bases, Gorgias configurations, seasonal teams. That foundation is exactly what AI agents need to work. I am the bridge.
Mathias Dorr
Principal
10+ years across CX and ecommerce operations, from DTC brands to enterprise marketplaces. Led the work that sounds boring but makes everything else possible - knowledge base architecture, automation rule design, QA scoring systems, escalation path logic. Drove a 40% reduction in ticket volume through automation while maintaining 99th percentile CSAT.
That operational foundation - the SOPs, the knowledge structures, the escalation logic - turns out to be exactly what AI agents need to perform. An AI agent reading a well-structured knowledge base with clear escalation rules is a different animal than one reading a mess. That realization is what led to NextEraCX. These days that work is hands-on with the AI itself: shipping production LLM-powered systems, including a custom evaluation framework that measures output quality before customers ever see it.
Now focused on helping DTC brands make the transition from human-only to AI-augmented CX without losing the customer relationships they have spent years building.
Off the clock
Recharging looks like: travel (mostly Europe and the Caribbean, and also Costa Rica has my heart), chess, pickleball and tennis, lifting heavy things on a schedule, and an ongoing search for the perfect potato (French Bulldog).
The Story
From operator to architect.
I spent years building CX operations the traditional way - knowledge base architecture, escalation logic, QA frameworks, the unglamorous systems that make support work at scale. When AI agents started to mature, I realized that work was exactly the foundation they need: an AI agent is only as good as the knowledge it reads and the rules it follows. NextEraCX is that realization turned into a practice. I help brands build the foundation and make the transition without breaking what is already working.
Approach
How I think about the transition.
Foundations first
AI agents are only as good as the knowledge base they read, the rules they follow, and the escalation logic they trigger. I build that foundation before anything gets turned on.
Design the handoff
The moment a conversation shifts from AI to human is where most implementations break. I design that handoff with specific triggers, sentiment awareness, and clear routing.
Measure what matters
AI agent accuracy, escalation rates, CSAT during transition, resolution quality. I build the QA frameworks that tell you whether the transition is working.
Ready to see what the transition looks like for your brand?
Start with the AI-Ready CX Audit. Two weeks, fixed fee, clear deliverables.
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