Alan Ranger — VP Marketing, NiCE Cognigy
Published:
It’s just about automating the task that humans never should have done. You know, if you’re a human advisor, you shouldn’t be sitting there resetting passwords or looking up account balances. Anything like that should be automated, and you should really think about using the human advisors as being your brand ambassadors and doing the work of highest value.
What does Alan Ranger say on The Agile Brand with Greg Kihlström?
Alan Ranger, VP Marketing, NiCE Cognigy, says: An interview with Alan Ranger, VP Marketing at NiCE Cognigy, arguing that customer engagement is shifting from conversational deflection to action-oriented, agentic AI that executes tasks and integrates with backend systems. Ranger discusses how AI should augment human agents, how success metrics must shift from efficiency measures to outcome-based measurement, and how persistent, personalized messaging can create direct-to-consumer relationships and first-party data.
From: The Agile Brand with Greg Kihlström
Cite as: Alan Ranger. (2026). On The Agile Brand with Greg Kihlström. Retrieved from https://research.agilebrandguide.com/insights/alan-ranger-its-just-about-automating-the-task-that-humans-never-should