AI for CX Summit – Day 3 Session 2

In a fast-changing world of CX and AI, one question keeps surfacing: Why are we still buying technology like it’s 2005?

That’s exactly what the session “Trusted Advisors vs. RFPs” set out to explore. Moderated by Scott Logan, CMO of AmplifAI, the session featured a candid interview between two longtime leaders in tech strategy and sales:

• Vic Pepe, Managing Partner at D&M Enterprise Group and author of The RFP is Dead
• Andrew Pryfogle, AI & CX Practice Leader at Avant Communications
  

Though the interview was pre-recorded, Vic joined the session live to engage directly with the audience—making this session both thought-provoking and interactive.

Who This Session Is For

This session was a must-watch for any leader responsible for evaluating, buying, or influencing technology decisions inside their organization. It was especially insightful for:

• CIOs and IT decision-makers navigating lengthy procurement cycles
• CX and operations leaders seeking faster innovation and tech alignment
• Procurement professionals questioning the effectiveness of legacy RFPs
• Anyone exploring AI, automation, or next-gen CX solutions—and looking for a better way to buy
  

Whether you’re deep in RFP fatigue or curious about using technology advisors, this session offered real-world advice from people who’ve sat on both sides of the table.

5 Key Takeaways from the Session

1. Why the RFP is Broken

According to Vic, the traditional Request for Proposal (RFP) process no longer serves the speed or complexity of today’s enterprise environment—especially when emerging tech like AI is evolving by the day.

Having spent 20 years in the CIO seat at institutions like Bear Stearns and Lehman Brothers, Vic shared the pain of watching good ideas stall for months in procurement purgatory. One striking example? A project that was validated and urgent, but delayed nine months by red tape—missing its market window entirely.

“By the time we got through the nine-month RFP cycle, the market had already moved. We missed the window.”

Instead of enabling progress, RFPs can become bottlenecks—especially in fast-evolving areas like AI and automation, where agility and speed are critical to success.

2. Why Trusted Advisors Are a Better Fit vs. RFPs

Vic and Andrew emphasized the rise of trusted technology advisors as a powerful alternative. Unlike vendor reps, trusted advisors work agnostically across hundreds of providers. They’re not pitching a product—they’re solving a problem.

D&M, for example, serves over 700 customers with less than 1% attrition over 24 years—because they focus on results, not commissions. In fact, most advisors are paid by the vendor, not the buyer, making their services free to the enterprise.

“We wear your jersey. We’re not selling one tool—we’re helping you solve a problem using the best fit from across the entire ecosystem.”

Because TAs work with hundreds of vendors, they know which solutions can scale, which are vaporware, and which have real-world success in similar environments.

3. Replace the RFP with the RFD (Request for Demonstration)

One of the most practical and provocative suggestions was replacing the traditional RFP with a Request for Demonstration (RFD).

Instead of checking boxes, the RFD focuses on:

• Describing the business problem in context
• Highlighting desired outcomes, not just features
• Asking vendors to show how their tech will solve it—live
  

This model invites dialogue, accelerates time-to-value, and ensures every stakeholder sees how the solution maps to their needs. As Vic put it: “If it doesn’t hit hard in the demo, you’ve got the wrong product—or the wrong partner.”

4. AI is accelerating innovation—your process can’t be the bottleneck

The urgency for better procurement practices is only growing thanks to AI. Unlike past tech waves (IVR, social, cloud), AI moves at breakneck speed—and organizations that lag in adoption risk falling far behind.

Andrew and Vic noted:

• AI use cases like chatbots, sentiment analysis, and agent assist are already showing ROI.
• Implementation timelines are shorter than ever.
• New tools emerge monthly—and traditional RFPs can’t keep up.

“It used to be enough to evaluate once a year. Now, if you’re not looking monthly, you’re behind.”

The best-performing organizations are embracing “fail fast” mindsets, guided by advisors who help them scale what works and cut what doesn’t.

5. Consultative selling isn’t easier—it’s more work, with better results

Vic made it clear: ditching RFPs isn’t about skipping steps—it’s about doing the right work upfront. With an RFD, you’re co-designing the solution alongside experts, getting clear visibility into what the vendor can deliver, and involving the right stakeholders earlier.

“We’re not skipping the hard stuff—we’re making it smarter. The RFD gets to truth faster, and that’s how you win.”

Why This Conversation Matters

In a world of faster tech cycles, increasing AI adoption, and leaner teams, procurement can no longer be a roadblock—it must become a strategic enabler.

The conversation between Vic and Andrew didn’t just critique an old system—it offered a better one. If your organization is serious about transformation, it’s time to rethink how you buy.

Expert Quote to Remember

“You can’t expect innovation at speed if your buying process hasn’t changed in 20 years.”

— Vic Pepe, Managing Partner, D&M Enterprise Group