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#841: NiCE CMO Michelle Cooper on the most common mistake brands make with AI and CX
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.
From the creators of The Agile Brand with Greg Kihlström® podcast, and the internationally best-selling The Agile Brand Guide® series of books on marketing technology topics, we're here to give marketers information and insights to make better decisions.
Martechipedia™ Wiki
The marketing wiki with everything you need to know:
Most popular terms
Next Best Action (NBA)
Next Best Action (NBA), sometimes known as best next action, next best activity or…
Net Promoter Score (NPS)
NPS is how likely a customer would recommend a brand to others. It is…
Average Time to Hire (ATH)
Average Time to Hire (ATH) is a human resources and recruitment metric that measures…
Email Marketing
Email marketing is a type of digital marketing that involves sending emails to a…
Product Listing Page (PLP)
A Product Listing Page (PLP) is the page type in an e-commerce experience that…
Payments Media Network (PMN)
Payments Media Network (PMN) is an innovative marketing platform that allows brands and retailers…
Synthetic Research
Synthetic Research in the context of market research refers to the use of artificial…
Buy Online, Pick Up in Store (BOPIS)
Buy Online, Pick Up in Store (BOPIS) is a retail fulfillment model where a…
Top of the Funnel (TOFU)
The concept of the ‘funnel’ is an essential model for marketers striving to convert…
Out of Home (OOH)
Out of Home (OOH) advertising refers to any form of advertising media that reaches…
Media Mix Modeling (MMM)
Media Mix Modeling (MMM) is an analytical approach used in marketing to understand the…
Direct-to-Consumer Advertising Spend (DAS)
Direct-to-Consumer Advertising Spend (DAS) is the amount of money that companies spend on advertising…
Latest Research
The more recent insights, trends, and stats to guide your work
Qualtrics: Navigating the 2026 Employee Experience Landscape: Strategic Imperatives for CX Leaders
The Qualtrics 2026 Employee Experience Trends Report indicates that 72% of employees report experiencing significant change, signaling a critical juncture…
Up-to-the-Minute
Analysis & Insights from the last 48 hours
Yesterday delivered a concentrated wave of announcements that, taken together, reveal a marketing technology landscape in genuine structural transition — not the incremental AI feature-adding of…
The common thread across all three themes is the gap between vendor announcements and operational readiness. Every major platform is announcing AI capabilities; far fewer…
This week’s research points to a marketing leadership inflection point. AI is no longer a future capability, but an operational reality that is simultaneously creating…
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