In a world where AI is reshaping customer service, how do we avoid the trap of the Billion-Bot Fallacy and truly elevate the customer experience? In this episode, we’re joined by John Sabino, CEO of LivePerson , to discuss how data and generative AI are revolutionizing customer interactions—without falling into the trap of over-automation. John shares insights on how integrating CRM, ERP, and marketing systems can create personalized, seamless customer journeys. We’ll also dive into the "crawl, ...
Dec 24, 2024•36 min•Ep. 32
This week, we present an interview from Spark, LivePerson's signature product launch event, exploring how AI is revolutionizing sales and marketing with two industry leaders: Chris Moloney, CMO at Mr. Cooper , and Madhura Deshpande , VP of Digital Shopping and Sales at Signet Jewelers . They’ll share how they’re leveraging LivePerson’s AI solutions to transform customer interactions—whether it's through personalized chat, voice AI, or real-time data insights. From driving sales to creating stand...
Dec 10, 2024•18 min
In this special episode, host Nirali Amin is coming to you live from the Money 20/20 conference in Las Vegas with special guest Laura Miller , EVP of Consumer Strategy and Digital at Frost Bank ! With over 20 years of leadership experience at Frost, Laura shares how her work with AI and automation is empowering agents to work smarter, go deeper with customers, and provide the outstanding human-to-human support Frost is known for. Recorded on the ground at the world’s leading financial conference...
Nov 26, 2024•34 min
As generative AI rapidly evolves, it’s rewriting the rules for how businesses innovate and compete. In today’s episode, host and LivePerson solutions expert Nirali Amin welcomes Dan Miller , founder of Opus Research , whose work as a leading analyst defined the very meaning of “conversational commerce.” Together, they explore the game-changing impact of generative AI, including why Dan thinks taking more time to plan strategically can help us fully grasp and integrate this evolving technology. H...
Nov 12, 2024•38 min
When effectively leveraged for customer service, AI can transform every interaction into a smarter, faster, and more personalized experience. In this week’s episode, host Ruth Zive sits down with Natalie Romano , Global Sales Leader at Avaya . With over 20 years of expertise in the contact center world, Natalie offers a 360° view into how AI is reshaping customer connections for some of the world’s best-loved brands. Tune in for her insights on how AI is driving innovation in customer service, a...
Oct 29, 2024•25 min
It may come as a surprise, but today even the most high-end brands in areas like the jewelry industry have discovered ways to harness AI to reshape customer engagement — all while keeping their sparkle. On today’s episode, host Ruth Zive is joined by Darren Degiorgio , Director of Client Services at Tiffany & Co . to discuss how AI and automation are supporting white-glove customer journeys. With over 30 years of experience and more than a billion dollars in sales, Darren shares how he’s tra...
Oct 15, 2024•38 min
With our second season of Generation AI coming to a close and an exciting third season on the horizon, it’s time to take stock of what we’ve learned from our incredible guests — and where AI and CX are going next. In this Season Two Finale, your host Ruth Zive sits down with John Sabino , LivePerson ’s CEO, to dig deeper into conversations started by our all-star lineup of guests, including leaders from BNY Mellon, Northwestern Mutual, Ancestry, IBM, Simpler Media Group (CMSWire), and many more....
Aug 20, 2024•42 min
Cutting through the hype around AI is one thing, but leveraging AI when your entire job is truth-telling is quite another! On this week’s episode, your host Ruth Zive speaks with Dom Nicastro , Editor in Chief at Simpler Media Group , who shares insights drawn from his career as a journalist observing and reporting on AI’s role in customer service, marketing, and personalization. While he’s still waiting for the “wow”-worthy use case for AI in CX, Dom dives into the areas where AI is truly makin...
Aug 06, 2024•36 min
As the old saying goes, simplicity is the ultimate sophistication. Getting the true ROI of AI isn't about abstract visions or hypercomplicated methodologies — it's about helping humans solve concrete business problems with actionable outputs. This week, your co-host Joe Bradley sits down with Andrea Dobrindt , AI/ML and Generative AI Automation Competency Lead at IBM . Andrea’s extensive experience in life sciences and consulting have laid the foundation for her work at IBM, where she helps both...
Jul 23, 2024•29 min
When it comes to AI for business, can the spirit of innovation exist alongside the spirit of democracy? Can the latest tech manage to be transformative and profitable — while also being widely accessible to all kinds of organizations? This week, your co-host Ruth Zive speaks with Chris Miller , VP of Product Growth and AI at HubSpot , about AI as a force for democratization in the world of product development, marketing, and the creative arts. Chris shares his thoughts on how generative AI makes...
Jul 09, 2024•33 min
AI continues to expand our horizons—but all its promise means nothing if it doesn’t circle back to the most important thing: customer experience. This week, host Ruth Zive speaks with Joe Wang , Director of Customer and Community Experience at Ancestry . With a rich professional background spanning top tech companies like Yahoo, Alibaba, and Upwork, Joe shares his unique insights on integrating AI into CX, the lessons learned from being an early adopter, and the trends and developments that tech...
Jun 18, 2024•28 min
This week, Sushma Niwalkar , Senior Director of Customer Centric AI at Northwestern Mutual , joins your co-host Joe Bradley to share insights gleaned from decades of experience as an AI strategy leader in B2B and B2B2C — as well as her role implementing AI solutions within the financial industry. Sushma’s passion for advanced data science has helped her enhance customer experience and drive alignment among critical stakeholders, and she’s sharing lessons learned that apply across industries. Dis...
Jun 04, 2024•25 min
Energy is, quite literally, what allows our societies to run the way they’re supposed to. So it should come as no surprise that our top tech minds are finding ways to harness the potential of AI to aid energy companies and consumers alike. This week, co-host Joe Bradley is joined by Sreedhar Sistu , VP of AI Offers at Schneider Electric , to uncover how AI is revolutionizing the way energy is consumed and regulated — and what lessons the industry has for AI and CX on a wider scale. From microgri...
May 21, 2024•20 min
“People are thinking how leaps are coming much faster. In the past, we would think that it takes 3-5 years for technology to be adopted. AI is accelerating this 100 fold.” Today, Gaby Koren, Chief Revenue Officer at Dataloop AI , joins Ruth to discuss all things AI and CX. Gaby brings nearly three decades of expertise in driving business growth and better customer experiences at roles across companies including Glassbox, Twiggle, NICE, and more. Ruth and Gaby discuss AI’s transformative impact o...
May 07, 2024•27 min
The heart and soul of any successful business is the overall customer experience. Many believe that for this to be successful you must be able to interact with an actual person, But what if AI has become the new employee? How could this affect our jobs? To give us better insight on AI customer service, co-host Ruth Zive spoke with Nir Galpaz, Group Vice President of Technical Services and Support at 8x8. The two shed light on how AI augments human skills, improves the customer experience, and im...
Apr 09, 2024•29 min
No matter what industry you work in, data is all around you. Understanding and harnessing that data is essential to unlocking your organization’s full potential. This week, Ranjeeta Bhattacharya , Senior Data Scientist at BNY Mellon ’s AI Hub, joins Joe to discuss data science, its many applications, and the most important skills for success in the field. Ranjeeta’s current focus is on data science’s role in the financial sector, and she brings plenty of sharp insights into the importance of div...
Mar 26, 2024•30 min
Let’s be honest, not every customer experience is created equal. But what separates a brand that lasts the test of time from a brand that only creates superficial connections? With studies showing that consumers are concerned about how businesses are using AI to engage with them, it’s time to think critically about what makes a customer experience feel “legendary.” Justin Gonzalez, most recently Director of Customer Empowerment at Square, says that these experiences only come about when AI and a...
Mar 12, 2024•28 min
Generation AI is back for a stellar second season! Season 1 featured interviews with leaders from Virgin Media, Alvaria, IBM, TechCrunch, ZoomInfo, and many more — and we're leveling up for Season 2. To kick off this new slate of episodes, your co-hosts Ruth Zive (CMO, LivePerson) and Joe Bradley (Chief Scientist, LivePerson) break down the emerging “AI Gap” between businesses and their customers when it comes to using artificial intelligence to engage with one another. Also new to Season 2: our...
Feb 27, 2024•35 min
Great news: Generation AI is coming back for Season 2! While we prepare for our next season, please enjoy this illuminating bonus episode, in which Joe interviews Ori Freiman from McMaster University's Digital Society Lab and the Centre for International Governance Innovation's Digital Policy Hub. There is no lack of societal concern around the advent of AI in our everyday lives. Its influence on the cultural fabric of our world is becoming more and more advanced each day. AI can cause conflict,...
Feb 13, 2024•22 min
To close-out a truly remarkable year in AI, and looking ahead to next year, our hosts, Ruth Zive and Joe Bradley reflect on the year’s most pressing questions and exciting breakthroughs in the space. They highlight how customers, employees, and brands have benefited, as well as their predictions around the ongoing impact on businesses going forward. Join us as Ruth and Joe discuss: The profound impact of AI on customer service, from augmenting human activities to the economic considerations surr...
Dec 12, 2023•25 min
AI is becoming rapidly accessible in so many industries and shaping the way they do business. But how is AI reshaping the manufacturing workforce? Dr. Roey Mechrez , Head of AI, EMEA GM at Tulip Interfaces , joins Ruth and Joe to discuss how a 9-year-old company, founded by graduates of the MIT Media Lab, is using a no-code platform to revolutionize shop flow operations and empower frontline workers with AI capabilities. Join us as they get into: Addressing manufacturing challenges through a no-...
Nov 28, 2023•29 min
Is AI regulation stifling innovation, or is it the key to a responsible tech future? How are established incumbents and newer players like OpenAI and Anthropic shaping the AI landscape? We get some insights to these questions and more industry insights, with special guest Ron Miller , Enterprise Reporter at TechCrunch . Ruth, Joe and Ron discuss:: The evolving AI market as a consumable service for enterprises The integration of generative AI into software platforms and its impact on enterprise t...
Nov 15, 2023•24 min
We have been inundated with suggestions on how AI can help streamline specific tasks at work, maximizing efficiency where we need it most. But there are also wider undefined spaces, like those in Customer Experiences, where AI is ready to be leveraged for greater personalization. Jeff Cotton , Chief Executive Officer at Alvaria , and Darrell Kelly, the company's Chief Strategy Officer, share their extensive expertise and unique perspectives on leveraging emerging technology to improve both human...
Nov 07, 2023•35 min
Personalization and efficiency are often pitted against one another. But with the massive efficiency benefits offered by automation, businesses can capitalize on non-traditional personalization initiatives without sacrificing time or productivity. Chris Huggins , Head Of Conversational Commerce at Virgin Media joined the show to dive into how you can leverage data and automation to connect with your customers on a deeper level, align with company objectives, and create resilience in the face of ...
Oct 24, 2023•30 min
AI and automation are being adopted across industries — but how they are chosen, designed and implemented varies. Where one company automates, another may face ethical risks that outweigh the benefits. For example, finance and health organizations are leveraging AI much differently than those in retail. Shobhit Varshney , VP and Senior Partner, Americas AI GenAI IoT Lead at IBM , joins the show to discuss large-scale AI and automation deployment, things to consider when building out tech and how...
Oct 10, 2023•31 min
AI’s analytical and predictive capabilities can help management teams solve a plethora of daily dilemmas — such as pinpointing and eliminating bottlenecks. Jeff Moloughney , CMO of Digital AI , joins Ruth and Joe to discuss AI’s problem-solving ability in real, human terms. The value of AI is undeniable, but not everyone understands how to best use it. With better communication, AI is set to amplify automation in a way we have never experienced. Join us as we discuss: Problem-solving with AI Cle...
Sep 19, 2023•26 min
The heart of any successful business is good data. But in an ever-more competitive digital environment currently exploding with innovation, data has to be more than just “good.”. Fortunately, AI is just the right tool to gather, sort, analyze and deliver the right data your organization needs, at the right time, within the right context. We spoke with Henry Schuck , CEO & Founder at ZoomInfo about the evolution of data’s impact on business, the systems used to leverage it, and the critical r...
Aug 29, 2023•29 min•Ep. 4
We’ve reached a tipping point when it comes to AI. Over the past few decades, AI has shifted from a promise to a democratized tool accessible to almost anyone with an internet connection. While the hype is calming down, there seems to be no similar slowdown in AI adoption. While many have raised concerns about AI, there’s no concern quite like that of creative endeavors. Will AI devalue and automate human art? According to our guest Vittorio Banfi , Co-Founder at Tailor , the answer is a resound...
Aug 15, 2023•27 min•Ep. 4
Take one look at social media and you’ll see it—professionals from every industry engaged in excited discourse about AI and the tech behind it. Buzzwords fuel hype as people hungrily consume data and news in an attempt to understand what this technology is, how it works and how it affects them. In this episode, we spoke with Jessica Popp , a CTO who successfully grew a Series C Startup and global product in the Conversational AI space. According to Jessica, we’re still in the early stages of AI ...
Aug 01, 2023•28 min•Ep. 2
AI has captured the attention and imagination of people around the world. Regardless of age, experience or industry, a major shift has happened in regards to AI transformation — it’s become real in our everyday lives. LivePerson’s Ruth Zive , Chief Marketing Officer and Joe Bradley , Chief Scientist join together as hosts to kick off the very first episode of Generation AI — a show intended to cut through the noise and deliver real information and applications in today’s exciting tech-powered wo...
Jul 18, 2023•21 min•Ep. 1
