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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
Customer Experience (CX)
Customer Experience is the sum of all interactions a customer has with a brand,…
Multimedia Messaging Service (MMS)
Multimedia Messaging Service (MMS) is an enhancement of the basic Short Message Service (SMS)…
Average Handle Time (AHT)
Average Handle Time (AHT) is a contact center and service metric that measures the…
Ideal Customer Profile (ICP)
An Ideal Customer Profile (ICP) is a detailed and comprehensive description of the characteristics…
MoSCoW Method
The MoSCoW method is a prioritization technique used in project management and software development…
History of E-Commerce
A brief history of E-commerce, from the early pre-internet foundations in the 1960s to…
Search Engine Results Page (SERP)
A Search Engine Results Page (SERP) is the page that appears after a user…
PAN Communications
PAN Communications is an integrated marketing and public relations agency that specializes in creating…
Absorptive Capacity
According to a research paper written in 2004 by Susan J. Harrington and Tor…
Tealium
Tealium is a leading Customer Data Platform (CDP) that enables businesses to unify their…
Lead Velocity Rate (LVR)
Lead Velocity Rate or LVR is a metric that measures a brand’s lead generation…
Audience Growth Rate (AGR)
Audience Growth Rate (AGR) is the percentage increase in your total audience size over…
Latest Research
The more recent insights, trends, and stats to guide your work
HumanX and Crunchbase: The AI Investment Surge and its Strategic Implications
According to the HumanX + Crunchbase 2025 AI Funding Report, AI companies collectively pulled in $211 billion, capturing half of…
Up-to-the-Minute
Analysis & Insights from the last 48 hours
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…
Yesterday’s press release cycle was dense with announcements, but the signal-to-noise ratio is low unless you know what to look for. Three structural shifts are…
Yesterday’s MarTech and AI news cycle had a lot of announcements. Here is what actually matters for CMOs and marketing organizations – and what does…
More Industry News
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MarTech: B2B marketers have a chance to close the small business confidence gap
This article was written for MarTech by Greg Kihlström. SMBs are spending more on marketing but growing less confident in…
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