About this episode
In this episode of The Bridgecast, host Scott Kinka sits down with Michael Quince from NiCE to explore why most AI implementations fail and what separates successful adoption from expensive disappointments. Michael reveals how NiCE's acquisition of Cognigy positions the company to lead in conversational AI while maintaining its 11-year streak in Gartner's Magic Quadrant top-right corner. This conversation cuts through AI hype to deliver practical strategies for IT leaders navigating customer experience transformation.What you will learn:How NiCE integrates Cognigy's conversational AI capabilities to move beyond legacy IVR limitations and create genuinely human-feeling customer interactionsWhy the "download and go" approach kills AI projects before they start, and what enablement, context, and calibration actually mean in practiceThe critical role partner ecosystems play in reducing adoption fears and accelerating time-to-value for enterprise AI deploymentsWhich metrics actually matter for measuring AI success: customer satisfaction scores, reduced support volumes, lower churn rates, and revenue impactHow to build organizational culture that drives technology adoption rather than resists it, starting from within teams instead of top-down mandatesWhy starting with people and letting technology do the heavy lifting produces better outcomes than technology-first strategiesThe framework for evaluating whether your AI implementation can pass the "my mom could use it" test for intuitive designAbout Michael Quince:Michael Quince is the Regional Vice President of Partner Sales at NiCE, where he leads channel strategy and partner enablement for the AI-powered customer experience leader. With over two decades in technology sales across companies including Northern Telecom, Polycom, Shortel, and 8x8, Michael has built his career on the principle that influence and trust matter more than titles and org charts. At NiCE, he plays a pivotal role in helping partners navigate the company's evolution from contact center dominance to comprehensive AI solutions, particularly following the Cognigy acquisition. His "people first" leadership philosophy emphasizes building culture from within, enabling employees before expecting adoption, and creating ecosystems where technology enhances rather than replaces human connection.To find out how Bridgepointe Technologies helps businesses make IT decisions faster with world-class engineering support and ongoing guidance, head to https://bridgepointetechnologies.com/Episode Highlights:[02:08] NiCE's Evolution and the CognitG AcquisitionMichael explains how NiCE has maintained its posi
