#841: NiCE CMO Michelle Cooper on the most common mistake brands make with AI and CX
The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CX
The Agile Brand
4.9 • 113 Ratings
🗓️ 10 April 2026
⏱️ 19 minutes
🧾️ Download transcript
Summary
We've all been sold the dream of AI transforming the customer experience, but what if the most common approach is actually making it worse?
Agility requires more than just implementing new technology; it demands a deep understanding of the human interactions that technology is meant to support. It’s about adapting your tools and processes to enhance human judgment, not just automate it.
Today, we're going to talk about moving beyond the hype of AI in customer experience. We'll explore how to ground an AI strategy not in the technology itself, but in the real, human moments that define a brand, and discuss why empowering your frontline team might be the most critical, and overlooked, component of a successful CX transformation.
To help me discuss this topic, I'd like to welcome, Michelle Cooper, CMO at NiCE.
About Michelle Cooper
Michelle Cooper on LinkedIn: https://www.linkedin.com/in/michelleleecooper/
Resources
NiCE: https://www.nice.com
The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://aglbrnd.co/r/2868abd8085a9703
Drive your customers to new horizons at the premier retail event of the year for Retail and Brand marketers. Learn more at CRMC 2026, June 1-3. https://aglbrnd.co/r/d15ec37a537c0d74
Enjoyed the show? Tell us more at and give us a rating so others can find the show at: https://aglbrnd.co/r/faaed112fc9887f3
Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom
Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://aglbrnd.co/r/35ded3ccfb6716ba
Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com
The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company
Hosted on Acast. See acast.com/privacy for more information.
Transcript
Click on a timestamp to play from that location
| 0:00.0 | We've all been sold the dream of AI transforming the customer experience, but what if the most |
| 0:05.1 | common approach is actually making it worse? Agility requires more than just implementing |
| 0:10.7 | new technology. It requires a deep understanding of the human interactions that technology is meant |
| 0:16.0 | to support. It's about adapting your tools and processes to enhance human judgment, not just automate it. |
| 0:22.6 | Today we're going to talk about moving beyond the hype of AI in customer experience. |
| 0:26.6 | We're going to explore how to ground an AI strategy in not just the technology, but in the real human moments that define a brand, |
| 0:34.6 | and discuss why empowering your frontline team might be the most critical |
| 0:38.1 | and overlooked component of a successful transformation. |
| 0:43.7 | Welcome to Season 8 of the Agile Brand podcast. |
| 0:46.7 | This season, we're going all in on expert mode MARTEC, AI, and customer experience, |
| 0:51.4 | talking with the people and platforms behind the brands you know and love. |
| 0:54.9 | Again, I'm your host, Greg Kilstrom, and I help Fortune 1000 companies make sense of |
| 0:59.2 | Martec, AI, and marketing ops. Hit subscribe or follow to make sure you always get the latest episodes |
| 1:04.3 | and leave us a rating so others can find us as well. |
| 1:07.9 | And make sure you check out our sponsor Tech Systems, an industry leader in full-stack |
| 1:11.8 | technology services, talent services, and real-world adoption. For more information, go to |
| 1:17.3 | TechSystems.com. Now let's dive in. To help me discuss this topic, I'd like to welcome |
| 1:24.0 | Michelle Cooper, CMO at Nice. Michelle, welcome to the show. Greg, thank you so much for having me. Yeah, looking forward to talk about this with you. Before we dive in, though, why don't you give a little background on yourself and your role at Nice? Absolutely. So as you mentioned, I'm the CMO of Nice. I've been in my position about eight months. So it's been a world win of a cycle. But it is so great to be |
| 1:48.0 | on kind of the front lines of really helping our customers transform their customer |
| 1:52.4 | experiences. Love it. Well, yeah. And we're going to talk about quite a few things here, |
| 1:58.7 | but I want to start with really the strategic look at things |
| 2:02.4 | and kind of reframing this AI and CX strategy. And so you've stated that many AI initiatives in CX |
... |
Please login to see the full transcript.
Disclaimer: The podcast and artwork embedded on this page are from The Agile Brand, and are the property of its owner and not affiliated with or endorsed by Tapesearch.
Generated transcripts are the property of The Agile Brand and are distributed freely under the Fair Use doctrine. Transcripts generated by Tapesearch are not guaranteed to be accurate.
Copyright © Tapesearch 2026.