What if the real risk in your AI adoption plan isn’t that the pilot fails — it’s that it succeeds, and you still can’t get it into production?
Agility isn’t how fast you can launch a pilot. It’s whether the organization can absorb what works and still behave like one company while it does.
Today, we’re going to talk about moving enterprise AI from theory to practice in customer experience. Specifically, we’ll cover:
- What separates an AI pilot that scales from one that quietly stalls.
-
How to govern AI agents proportionately — enough accountability to be defensible, not so much that nothing ships.
-
How to tell a program that’s creating business value from one that’s simply handling volume.
To help me discuss this topic, I’d like to welcome, Kevin Lee, CTO at NiCE.
About Kevin Lee
Kevin Lee serves as Chief Technology Officer and Key Pursuits Leader at NiCE, where he leads the company’s technology vision and its most strategic customer engagements by aligning platform capabilities, AI strategy, and architectural vision to deliver differentiated outcomes.
Kevin joined NiCE in 2021 and has held multiple leadership roles across the company’s digital and go-to-market organizations. He founded and scaled the Customer Service Automation team, transforming it into a cornerstone of NiCE’s growth strategy. He has played a pivotal role in many of NiCE’s most competitive and highimpact pursuits, shaping both technical and commercial strategy across global opportunities. Prior to his current role, Kevin served as Global Head of Digital Sales & Strategy, where he led the growth of NiCE’s digital portfolio and helped customers transition into the self-service era. With more than 15 years of experience in cloud and software sales, Kevin brings a comprehensive approach to account strategy, technical storytelling, and executive engagement.
Kevin Lee on LinkedIn: https://www.linkedin.com/in/thekevinlee/
———- Resources ———-
Coca-Cola FEMSA, NiCE: https://www.nice.com
The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://aglbrnd.co/r/2868abd8085a9703
We’re proud to be a media partner for #MAICON26 – Oct. 13-15! Learn how AI can power your marketing and business and help you grow smarter. Use code AGILE150 to save! https://aglbrnd.co/r/7fe458ced0f04658
Reach your customers with Reddit. Spend $500 in ad spend, get $500 back in ad credit! Learn more: https://advertalize.com/r/491818c79fb1873f
Chaser is the only Slack-native project management platform that helps teams turn messages into tracked tasks, automate follow-ups, and maintain team-wide visibility, without adopting another tool. Now integrated with Claude and other GenAI tools. Learn more at trychaser.com and use code AGILEBRAND for a 3-month free trial (normal trial is 14 days).
The most influential minds in software, AI, and engineering leadership will be at WeAreDevelopers World Congress North America, September 23-25 in San Jose. Learn more: https://aglbrnd.co/r/60a7299222a7bcf1
Start building your own apps with Replit and get $20 off. Learn more: https://aglbrnd.co/r/93531742a7625a20
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.
Hosted on Acast. See acast.com/privacy for more information.
