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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
Product Market Fit (PMF)
Product Market Fit (PMF) means finding the right target market where the product’s market…
Experience Level Agreement (XLA)
An Experience Level Agreement (XLA) is an agreement between a company and its customers…
Agile Brand
An Agile Brand is an organization that is able to be adaptive to both…
Marketing Operations (MOps)
MOps incorporates a range of functions, including data management, analytics, marketing automation, technology implementation,…
Channel Switching
The idea that a single consumer may move between (“switch”) various devices and methods…
Organizational Semiotics (OS)
Organizational Semiotics (OS) is the study of how signs, symbols, and meaning are used…
The Agile Brand with Greg Kihlström Podcast
The Agile Brand with Greg Kihlström podcast discusses marketing technology, customer experience, and digital…
Constant Contact
Constant Contact is an email marketing and automation platform designed to help small businesses…
Ad-Supported Video on Demand (AVOD)
Ad-Supported Video on Demand (AVOD) is a video distribution model that allows users to…
Environment (Component of the Center of Experience)
In the Center of Experience, environment consists of the “places” aspect of experience. This…
Universal Commerce Protocol (UCP)
Universal Commerce Protocol (UCP) is an open-source protocol that standardizes how AI agents and…
Hightouch
Hightouch is a data and AI platform for marketing and personalization. Find insights, run…
Latest Research
The more recent insights, trends, and stats to guide your work
Strategic Responses to Rising Returns: A CX Imperative for Enterprise Retailers
A recent analysis from Seel, an agentic post-purchase platform, highlights that holiday return activity increased by 16%, with late deliveries…
Up-to-the-Minute
Analysis & Insights from the last 48 hours
The dominant theme across six major announcements is the acceleration of agentic AI — AI that doesn’t just respond to prompts but initiates actions, monitors…
Three interconnected themes dominate the latest enterprise marketing intelligence: the rapid maturation of agentic AI as a commerce and customer experience layer; the growing consumer…
Yesterday was a day that crystallized a tension CMOs have been navigating for the past two years: the gap between what AI vendors promise and…
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Compliance by Design in a Highly Regulated Environment
Compliance by design is a concept that focuses on incorporating compliance measures into the design and development of systems and…
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