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 ships.
- How to tell a program that's creating business value from one that's simply handling volume.
To help me discuss this topic, I'd like to welcome, Kevin Lee, CTO at NiCE.
About Kevin Lee
Kevin Lee serves as Chief Technology Officer and Key Pursuits Leader at NiCE, where he leads the company’s technology vision and its most strategic customer engagements by aligning platform capabilities, AI strategy, and architectural vision to deliver differentiated outcomes.
Kevin joined NiCE in 2021 and has held multiple leadership roles across the company’s digital and go-to-market organizations. He founded and scaled the Customer Service Automation team, transforming it into a cornerstone of NiCE’s growth strategy. He has played a pivotal role in many of NiCE’s most competitive and high\u0002impact pursuits, shaping both technical and commercial strategy across global opportunities. Prior to his current role, Kevin served as Global Head of Digital Sales & Strategy, where he led the growth of NiCE’s digital portfolio and helped customers transition into the self-service era. With more than 15 years of experience in cloud and software sales, Kevin brings a comprehensive approach to account strategy, technical storytelling, and executive engagement.
Kevin Lee on LinkedIn: https://www.linkedin.com/in/thekevinlee/
---------- Resources ----------
Coca-Cola FEMSA, NiCE: https://www.nice.com
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