About Us
We built CX the old way. Now we help brands cross to what's next.
20+ combined years building support operations from scratch - SOPs, QA frameworks, knowledge bases, Gorgias configurations, offshore teams. That foundation is exactly what AI agents need to work. We are the bridge.
Mathias Dorr
Co-Founder
10+ years building CX operations across DTC ecommerce and enterprise environments. 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.
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.
Alyssa Provitt
Co-Founder
10+ years in CX and operations leadership at high-growth DTC brands. Built scalable support workflows, led cross-functional teams, and managed end-to-end operational transformations. Deep expertise in Gorgias, Zendesk, and the knowledge base systems that power modern CX.
Her approach has always been systems-first - build repeatable processes that scale without adding complexity. That same thinking applies directly to AI transition: you do not just turn on an AI agent. You design the system it operates within - what it can access, when it escalates, how you measure its performance.
Based in Houston, TX. Focused on the operational side of AI transition - making sure implementations actually work in production, not just in demos.
Our Story
From operators to architects.
We spent years working side by side, building one of the highest-performing CX operations in DTC ecommerce. When we saw AI agents start to mature in 2024-2025, we realized two things: first, that most brands were going to adopt these tools whether they were ready or not. Second, that the operational work we had spent a decade doing - knowledge bases, SOPs, escalation logic, QA frameworks - was the exact foundation that determined whether AI agents succeed or fail. NextEraCX exists to help brands build that foundation and make the transition without breaking what is already working.
Approach
How we 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. We 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. We design that handoff with specific triggers, sentiment awareness, and clear routing.
Measure what matters
AI agent accuracy, escalation rates, CSAT during transition, resolution quality. We 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.
Get Your AI-Ready Audit