Four AI trends that all leaders must respond to

AI-first is the strategy, but it needs to be supported by humans.

AI makes us much more productive and efficient.

AI has better memory than humans and uses it well.

AI makes measuring success easier than ever.

I could go on with AI awards. I’m a fan, but also a realist. Customers really don’t want more technology. What they really want is a better experience. So how does a company use technology to achieve this?

I recently had the honor and privilege of co-hosting a webinar with Michele Carlson, Head of Product Marketing at NiCE, the leading AI platform for customer experiences. We have covered Top 10 AI trends CX leaders need to respond to in 2026. Covering all ten points would be like writing a small book. So let’s do a roundup of my four favorites.

But before we do that, Carlson shared a key insight from the MIT Technology Review Insights Report: The Connected Customer. It had to do with the difference in how well business leaders understood their own goals…