Kevin Lee — CTO, NiCE
Published:
What we’re seeing a lot of is organizations will pick the proverbial low-hanging fruit. Turns out the low-hanging fruit doesn’t always yield high ROI; the juice is not worth the squeeze — you should mine historical interactions to understand which interactions are actually worth automating and which ones will pay back the returns on that pilot and the resources that were invested.
What does Kevin Lee say on The Agile Brand with Greg Kihlström?
Kevin Lee, CTO, NiCE, says: NiCE CTO Kevin Lee explains why many enterprise AI pilots stall and how organizations can move from proof-of-concept to production. He advises prioritizing high-impact use cases from historical interaction data, embedding governance and determinism for regulated contexts, and selecting unified platforms that allow capabilities to compound across chat, voice, and human-agent augmentation to scale AI responsibly.
From: The Agile Brand with Greg Kihlström
Cite as: Kevin Lee. (2026). On The Agile Brand with Greg Kihlström. Retrieved from https://research.agilebrandguide.com/insights/kevin-lee-what-were-seeing-a-lot-of-is-organizations-will-pick-the-pr