#841: NiCE CMO Michelle Cooper on the most common mistake brands make with AI and CX

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