Michelle Cooper — Chief Marketing Officer, Nice
Published:
It’s not about just automation for automation’s sake, but it is really focused on how and when you’re able to deliver a better customer outcome. And a lot of times, yes, there’s cost savings, yes, there’s efficiency, but it’s really more about what are those interactions and those special moments that you can really create for your customers…that at the end of the day makes a difference between them continuing to value and select your brand or to possibly make another decision.
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-its-not-about-just-automation-for-automations-sake-but-it