Michael Harwell serves as the Senior Director of Digital Experience Product Management at NICE inContact, where he spearheads the development and execution of innovative digital engagement solutions. With over 20 years of experience in Product Management, Michael has cultivated a deep understanding of customer needs...
Michael Harwell serves as the Senior Director of Digital Experience Product Management at NICE inContact, where he spearheads the development and execution of innovative digital engagement solutions. With over 20 years of experience in Product Management, Michael has cultivated a deep understanding of customer needs and market dynamics, enabling him to lead his global Product Management team with a strategic vision that aligns with the evolving landscape of customer experience. His expertise in SaaS and analytics allows him to leverage data-driven insights to inform product development and enhance usability, ensuring that the solutions delivered not only meet but exceed customer expectations.
At NICE inContact, Michael is currently focused on several key projects aimed at transforming how businesses interact with their customers through advanced digital channels. His leadership in building high-value customer experiences is evident in the successful launch of various products that integrate seamlessly into contact center operations, enhancing both efficiency and customer satisfaction. Michael’s ability to foster cross-organizational alignment is crucial in driving collaboration between product development, professional services, and business alliances, ensuring that all stakeholders are engaged and informed throughout the product lifecycle.
Moreover, Michael’s strong presentation skills and strategic mindset enable him to effectively communicate complex concepts to diverse audiences, from technical teams to executive leadership. As a thought leader in the industry, he is committed to staying ahead of trends in digital engagement, continually seeking opportunities to innovate and improve customer interactions. His passion for building high-performing teams and nurturing talent further strengthens NICE inContact’s position as a leader in the customer experience space, making him an invaluable asset to the organization.
