Steve Brock

About Steve Brock

I’m a business-minded technologist with a passion for turning emerging innovation into trusted, high-impact customer experiences.At Avaya, I help enterprises reimagine CX by blending human insight with agentic AI—because the future isn’t humans vs. AI or AI replacing humans. It’s human + AI agent leadership: hybrid teams that deliver smarter, more empathetic, and dramatically more efficient interactions.I focus on the foundations that make agentic systems actually work at scale:• Memory & Context Engineering — why context isn’t a nice-to-have; it’s the new currency of personalization and trust.• Model Context Protocol (MCP) — the open standard accelerating agentic AI in the enterprise, turning fragmented tools into seamless, contextual intelligence (think SIP for AI, not just “USB-C”).• Trust in AI — AI can summarize the web, but it can’t summarize trust. I explore how to close the “trust gap” so leaders adopt with confidence, not caution.My work draws from real-world enterprise realities: Avaya Infinity’s contextual personalization, MCP acceleration for agent orchestration, and strategies that equip live agents (human or AI) with the right information at the right moment. Recent articles I’ve published include:• “AI May Summarize the Web—But It Can’t Summarize Trust” (Feb 2026)• “Why Memory & MCP are the Foundation of Modern CX” (I believe adding memory was one of the most effective accelerators of LLM usage)• “From Apps to Agents: Why MCP Is the Key to Unlock Agentic AI in the Enterprise”I’m also a certified Generative AI practitioner (Microsoft/LinkedIn/Indiana University), certified business strategist, and frequent contributor to industry conversations on CX transformation, human-AI synergy, and the shift from rigid automation to intelligent collaboration.If you’re exploring agentic AI for CX, building trusted hybrid teams, rethinking enterprise communication with MCP/context protocols, or just want to debate whether AI will ever truly “understand” trust—let’s connect.Open to collaborations, speaking opportunities (recently for IAUG on AI trends in CX), strategic chats, or coffee in the RTP area. DMs welcome.#AgenticAI #MCP #HumanAI #TrustedCX #ContextEngineering #AvayaInfinity

Experience

1. Digital Identity Team Director

   Avaya

   Jan 2026 — Present

   In the AI era, visibility is strategy.I lead Avaya’s Digital Identity team, aligning corporate narrative, AI search visibility, and enterprise positioning to ensure our voice carries across human and machine audiences alike.From structured content frameworks to AI-driven reputation intelligence, we shape how Avaya is discovered, understood, and trusted in the global enterprise market.

Education

• Campbell University

  Master of Business Administration (MBA), Business Administration and Management, General

• East Carolina University

  Bachelor of Science (B.S.), Computer Science

Skills

• Go-to-Market Strategy
• Unified Communications
• Telecommunications
• Voip
• Product Management
• Enterprise Software
• Strategy
• Integration
• Integrated Marketing
• Strategic Partnerships
• Wireless
• Business Strategy
• Management
• Program Management
• Leadership
• Cross-Functional Team Leadership