Turn innovation into impact with AI-powered service solutions. Modern CX Starts Here.

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Michele Carlson

Director of Product Marketing NiCE

Michele Carlson is a Director of Product Marketing at NiCE, where she shapes how the company brings its AI platform and customer value to life. Her work informs executive decisions on where to invest in AI and how to scale impact across the business. Energized by unconventional approaches that deliver results, she brings nearly 20 years of experience across product, change management, and data-driven strategy. Outside of work, Michele is a mom of four who enjoys skiing and yoga.

Agenda Day 1

12:20 PM Why AI Pilots Aren’t Improving Customer Experience: 5 Practices That Close the Value Gap

AI pilots are everywhere, but customer experience isn't improving at the same pace. The problem isn't too little AI. It's disconnected AI agents, employees, data, journeys, and systems. Customers feel that fragmentation before the business ever sees it in a dashboard.

Orchestrated intelligence closes the gap by turning those disconnected parts into one coordinated CX operating system, so every interaction makes the next one better.

For leaders under pressure to prove AI ROI, this session reveals five practices that separate isolated AI projects from outcomes at scale:

Where successful AI programs actually begin
How to preserve customer context across every human and AI handoff
What makes autonomous AI safe to scale without losing control
Which familiar metrics can mask unresolved customer needs
Where human judgment creates the trust AI alone cannot

Metrigy Research finds that organizations with connected, enterprise-wide AI achieve nearly 80% greater improvement, on average, across key business metrics than those pursuing standalone initiatives.

Leave with a practical framework for identifying where disconnected intelligence is holding CX back and where connecting it will create the greatest customer and business value.