Software · Customer experience
Full-organisation Gemini Enterprise rollout for a CX software company: Okta identity, ten connectors across first-party, federated, ingested and BYO-MCP sources.
The brief was simple to say and easy to get wrong: give everyone in the company one place to ask questions across the tools they already use, with the same permissions they already have.
Ten connectors in four flavours. First-party Google Workspace sources (Gmail, Drive, Calendar). Federated sources that are queried live and respect the source system's ACLs (Confluence, Jira, Slack, Workday, SharePoint). An ingested source where a copy is indexed (Salesforce). And a bring-your-own MCP server for GitHub, so engineers could ask about code and pull requests.
Okta SSO with SCIM provisioning. The claim mapping is small and unforgiving: the Google subject is the user's primary email, lower-cased; groups map by display name. The Workforce Identity Federation pool must never be swapped after creation or every data store has to be rebuilt. So we documented it, tested it, and did not touch it again.
Google sells a Workspace add-on and a connector platform under names that overlap. The client's admin bought one expecting the other. We now open every rollout with a one-page "which Gemini is this" explainer, because the confusion costs a week if it surfaces at procurement.
The same playbook has since run for a 500-user financial-services firm in three waves and a 300-person internet infrastructure business.
Written up in Shadow AI: a ban removes the visibility, not the demand.
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Tell us what system the answer lives in and who needs it. We'll reply with a view on whether it's a two-week assessment, a five-week pilot, or something else.