Michelle Cooper — Chief Marketing Officer, Nice
Published:
Often times we see the biggest challenges is just trying to take AI and automate their existing business processes, right? and almost treating it as a technology project versus a transformation. And I think one of the things that is so powerful about AI today is you can completely reimagine the way that work gets done — what’s handled by AI agents versus human, how to make those handoffs, and the orchestration between those two worlds.
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-often-times-we-see-the-biggest-challenges-is-just-trying-to