News Summary

• The first step is moving beyond experimentation for its own sake, says Arun Chandra, chief operating officer at NiCE.
• Organizations need to define whether they are trying to increase revenue, reduce costs, or pursue another strategic or financial objective.
• Scaling agents can create a new form of fragmentation if teams build isolated systems that don’t connect with one another, Chandra says.
• The priority is not to “boil the ocean,” Chandra says, but to instead build a connected strategy around high-value use cases, workflows, workforce changes, and measurable outcomes.