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

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

Author: The Agile Brand April 10, 2026 Duration: 21:17
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/gregkihlstromDon'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

Each conversation on The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CX moves beyond surface-level trends to explore the practical realities of modern marketing. Host Greg Kihlström guides discussions with executives and thought leaders from prominent brands and technology platforms, focusing on the tangible strategies that drive growth. You’ll hear detailed explorations of topics like the real-world adoption of AI, the construction of effective first-party data strategies, and the evolving landscape of customer experience. This podcast is built for leaders who need to translate complex technological shifts into sustainable business value and deeper customer relationships. Rather than offering quick fixes, these episodes provide a deeper understanding of how to integrate marketing technology, artificial intelligence, and customer-centric thinking into a cohesive strategy. The dialogue consistently centers on building customer lifetime value, ensuring that every technological investment contributes to long-term brand strength. If you're looking for a clear, expert-level analysis of what actually works in today's market, this series delivers substantive insights directly from the professionals shaping the industry.
Author: Language: English Episodes: 100

The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CX
Podcast Episodes
#804: GenLayer CEO Albert Castellana on AI's accountability gap [not-audio_url] [/not-audio_url]

Duration: 25:27
When an AI agent makes a decision that costs your company millions in a lawsuit, who do you fire? Agility requires both the speed to adopt new technologies like AI agents, as well as the foresight to build the guardrails…
#803: Apollo.io CMO Marcio Arnecke on agentic Go-To-Market approaches [not-audio_url] [/not-audio_url]

Duration: 20:08
For years, we've heard about AI transforming software development. But what if that same level of agentic, AI-driven collaboration could be applied not just to writing code, but to writing your entire go-to-market playbo…
#802: eTail's Lena Moriarty on e-commerce in the year ahead [not-audio_url] [/not-audio_url]

Duration: 28:57
What happens when your best customer is no longer a person, but an AI agent acting on their behalf? Agility requires not just adapting to new technologies, but fundamentally rethinking the customer journey when those tec…