In this episode of Symplicity Conversations, we sit down with Carmit DiAndrea, Director of AI Data Management at NiCE, to explore how data, AI, and human insight come together to transform customer experience (CX). Carmit shares her unique perspective from working at the intersection of customers, product teams, and analysts—and why quantifiable business value must always come first.

We discuss why AI is only as powerful as the data behind it, how organizations can become truly “data-ready,” and why governance, transparency, and fairness are foundational to success. Together, we unpack the evolution of contact centers, the growing importance of self-service and intent-based automation, and how orchestration connects systems, people, and AI into seamless customer journeys.

Carmit also highlights the rise of AI co-pilots for agents, supervisors, and business leaders, showing how real-time insights can reduce employee burden, improve performance, and increase retention. From building data-driven AI roadmaps to navigating tech debt and the “Frankenstack,” this episode offers practical guidance for leaders who want to move forward with AI—without losing the human connection that makes great CX possible.

• (00:00) - – Welcome & Quote of the Day
• (01:25) - – Carmit’s Role at NICE
• (04:49) - – NICE’s Vision for Data, AI & CX
• (06:46) - – The Evolution of Customer Experience
• (08:32) - – Self-Service vs. Human Support
• (12:21) - – The Data & AI Equation
• (13:00) - – Becoming Data-Ready
• (15:32) - – AI, Analytics & Workflow Transformation
• (17:29) - – Empowering Frontline Employees
• (19:49) - – AI Co-Pilots for Agents, Supervisors & Leaders
• (23:40) - – AI Adoption & Employee Expectations
• (24:30) - – Building a Data-Driven AI Roadmap
• (27:03) - – Tackling the “Frankenstack”
• (29:02) - – Where to Start with AI
• (31:01) - – Real-World Success Stories
• (32:46) - – One Thing Every Leader Should Know About CX
• (34:36) - – Overcoming Fear of AI Disruption
• (36:21) - – The Future of AI and Human Work
• (39:52) - – Innovators & Inspiration
• (40:20) - – Mindset for CX & AI Transformation
• (42:04) - – You’re Not Alone
• (43:49) - – Closing Thoughts & Where to Learn More