NiCE CTO Kevin Lee on moving from AI pilot to production

The Agile Brand with Greg Kihlström® | What CMOs Need to Know About Marketing Technology, AI & CX · Aug 11, 2026 · 24m

What if the real risk in your AI adoption plan isn't that the pilot fails — it's that it succeeds, and you still can't get it into production?

Agility isn't how fast you can launch a pilot. It's whether the organization can absorb what works and still behave like one company while it does.

Today, we're going to talk about moving enterprise AI from theory to practice in customer experience. Specifically, we'll cover:

- What separates an AI pilot that scales from one that quietly stalls.

- How to govern AI agents proportionately — enough accountability to be defensible, not so much that nothing…