AI in Contact Centers: Challenges and the Road Ahead | Einat Weiss (Former CMO, NICE)

Описание: Artificial intelligence is reshaping how contact centers operate, but adoption is not always straightforward. Organizations face questions around automation strategy, customer experience, operational risk, and long-term technology decisions.

In this conversation, we speak with Einat Weiss, who previously served as Chief Marketing Officer at NICE Ltd., one of the most influential companies in the global contact center technology ecosystem.

Drawing on her experience working with some of the world’s largest customer experience organizations, Einat shares insights on how AI is transforming contact centers, what leaders should consider before adopting automation, and how companies can balance technology with human expertise.

This discussion explores the real operational challenges, strategic opportunities, and practical advice for organizations navigating the next phase of contact center innovation.

Who should watch
Contact center leaders
CX and operations executives
BPO and outsourcing operators
Enterprise teams evaluating AI for customer support
About the guest
Einat Weiss is a seasoned technology marketing executive and former Chief Marketing Officer at NICE Ltd., where she played a key role in shaping global strategy and positioning across AI-driven customer experience solutions.

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