Michelle Cooper — Chief Marketing Officer, NiCE
Published:
A lot of companies are kind of approaching this AI era from a technology, right, from a tool perspective. Where you really need to start is in thinking through what are the customer moments that matter, the business processes you’re trying to evolve, and the outcomes you’re ultimately trying to get to.
What does Michelle Cooper say on The Agile Brand with Greg Kihlström?
Michelle Cooper, Chief Marketing Officer, NiCE, says: This interview with Michelle Cooper, Chief Marketing Officer at Nice, reframes enterprise AI adoption in customer experience (CX) from a technology-first impulse to a customer-moment-first strategy. Cooper argues leaders should map the critical moments that define brand relationships, redesign processes around desired outcomes, and use AI to augment human agents and orchestrate a hybrid workforce rather than simply automating existing, often broken, workflows.
From: The Agile Brand with Greg Kihlström
Cite as: Michelle Cooper. (2026). On The Agile Brand with Greg Kihlström. Retrieved from https://research.agilebrandguide.com/insights/michelle-cooper-a-lot-of-companies-are-kind-of-approaching-this-ai-era-from