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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, walk, run" approach to AI adoption, explore how brands are using AI to deliver hyper-personalized service, and highlight why the key to smarter, more empathetic customer service lies in balancing automation with the human touch.
We also discuss:
How combining data from voice signals, emails, and digital interactions helps match customers with the right agents and sales reps.Why a "crawl, walk, run" strategy is key to effective AI adoption, ensuring solid infrastructure and human oversight.How blending AI with the human touch improves service quality and creates genuine value. -
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 standout customer experiences, Chris and Madhura reveal how AI is delivering real, measurable results.
Join us as we discuss:How Mr. Cooper and Signet use AI for real-time, personalized sales.The importance of routing customers to the right agents on their preferred channels.How Signet boosts agent productivity with AI for seamless interactions. -
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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, this episode explores how AI simplifies tasks so agents can navigate high-pressure situations with ease. Laura also discusses her work with LivePerson, the importance of committing to responsible AI, and emphasizing customer experience over efficiency.
Join us as we discuss:
Frost Bank’s responsible approach to AI that aligns with its organizational goals and vision for customer service.How LivePerson AI empowers agents to turn negative situations into positive experiences.The importance of governance and leadership alignment for successful, ethical AI deployment. -
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. He also explains how different kinds of tech providers fit into business strategies, plus the importance of a long-term, adaptable mindset to stay ahead.
Join us as we discuss:How the concept of the collegiate "gap year" inspired him to advise businesses to think more strategically about integrating generative AIHow the shift from AI as an add-on to a core element highlights its crucial role in seamless customer experiences and achieving business goals.Why Dan advises vendors to prioritize outcomes and customer-centric strategies, fostering a results-driven mindset, and collaboration between IT and business teams. -
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, as well as the essential balance between pushing boundaries and acting responsibly.
Join us as we discuss:Natalie’s POV developed working on all sides of the contact center, from implementation to selling to enablementHer formula for success and why it works: great Customer Experience (CX) + great Employee Experience (EX) = Business Growth (BG)Effective strategies for integrating AI into contact centers today -
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 transforming Tiffany’s customer interactions across platforms like Apple Messages and WhatsApp. Ruth and Darren also explore the delicate balance between automation and providing high-touch service for discerning customers.
Join us as we discuss:The role of AI personas like Rose and Lola in creating personalized experiences that elevate customer serviceStrategies for harmonizing AI, automation and the human touch for bespoke experiences serving the needs of today’s customersHow AI can boost agent productivity, turning it into a significant source of ROI for the enterprise -
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.
Ruth and John tap into these discussions, as well as John’s extensive experience as a top executive at B2B SaaS companies, to iron out just what enterprises need to be doing today to get the true ROI out of AI.Join us as we discuss:Andrea Dobrindt (IBM’s) philosophy of “business problems first, tech second”Dom Nicastro’s (Simpler Media Group) assertion that customer service agents are the most important people at a companyNir Galpaz’s (8x8) view that bots and AI should not be looked at as cost-cutters, but instead should be focused entirely on improving customer experiencesHow AI stacks up against other momentous changes John’s seen in his career in B2B SaaS -
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 making a positive impact today, as well as the areas where enterprises need to step up to set standards for innovation.
Join us as we discuss:The mixed perceptions around AI personalization in customer interactionsHow AI can mitigate the issue of high turnover among contact center agentsThe need to set standards for AI innovation (rather than bow to pressure to just take action) -
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 external clients and internal teams marry AI knowledge with domain expertise to tackle complex challenges.Join us as we discuss:
The importance of putting business problems before shiny technology when prioritizing AI automation projectsHow to simplify technical concepts for better communication with non-AI experts What it takes to improve collaboration between data and AI teamsStrategies companies and organizations can use to attract, nurture, and retain top AI talent -
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 advanced technology accessible and cost-effective for businesses of all sizes, fostering creativity and innovation.
join us for a discussion on:
AI’s role in addressing longstanding product challenges like data entry and mappingThe importance of finding and elevating an “AI champion” within organizations hoping to integrate AI into their operationsDeveloping AI initiatives to solve specific customer pain points and implement practical solutions -
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 professionals should be excited to tackle.
Join us as we discuss:
Using small-scale tests to convince internal stakeholders of AI’s valueIntegrating AI with customer behavior data to provide more proactive supportBalancing automation with the personal touch in customer interactionsEnsuring AI applications comply with customer privacy and legal standards -
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.
Discussed in today’s episode:How AI enhances advisor-client relationshipsThe role generative AI can play in financial planningStriking a balance between proven techniques and more experimental approachesThe ethical implications and challenges of using first-party data in AI applications -
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 microgrids and smart homes to virtual power plants, Sreedhar and Joe explore the specific applications of AI in energy, in addition to reflecting on the state of AI across verticals.
Join us as we discuss:How AI can dramatically improve sustainabilityGenerative AI’s role in improving knowledge management within enterprisesWhy AI literacy is becoming imperative for professionals at all levels -
“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 on their careers and the overall business environment, including how to balance innovation and regulation.Join us as we discuss:AI's rapid adoption — and what that means for organizational efficiency and customer insights.How AI's role is expanding beyond traditional sectors such as customer support. The importance of privacy and security when it comes to choosing AI partners -
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 impacts the ever-evolving job landscape. It's all about bridging the gap between business and customers, as well as solutions for technological hiccups along the way.
Join us as we discuss:
The top mistakes companies make when putting bots in front of peopleThe tension between cutting costs and putting customers firstThe kinds of employees who will win and lose as AI comes into its own -
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 diverse backgrounds and skill sets for data scientists — as well as the challenges of applying innovations within the field (like AI) to all manner of industries.
Join us as we discuss:The role of communication, metrics, and analytics in getting the most out of your dataAddressing skeptics who aren’t sold on AIHow AI can help with issues ranging from customer attrition and fraud protection -
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 automation are used in service of caring about customer needs — and creating memorable experiences in every interaction.
Join us as we discuss:
What it means to create a “legendary” customer experiencesThe trouble with bad bots — and how they increase customer reluctance toward AIInnovation in the ongoing shift toward digital support channels -
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 “Hype It or Hate It?” segment, which puts 60 seconds on the clock for a rant about what’s going great or what’s failing in AI, CX, or the business world right now.
Join us as Ruth and Joe discuss:
The hard truths in the recently released State of Customer Conversations report – and what brands need to know to live up to consumer expectationsWhy customers are skeptical – and which customer demographics feel most positive and negative toward AI and automationStrategies for closing “the AI Gap” between businesses and their customers -
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, but it can also be used to help solve disputes and build consensus. So how do we parse out how to use AI — and who makes the rules over how it is governed and regulated?
Ori Freiman joins the podcast to discuss the impact of AI-generated content on culture, the challenges in regulating tech giants, and the ethical considerations of AI's influence on education. Plus, we'll get into some more futuristic topics like how AI takes on an element of humanity — because it can actually build its own culture.
With Joe and Ori, take a dive into:
- The interplay between AI and culture, examining the potential of AI-generated content and its influence on cultural narratives
- Insights into the regulatory challenges faced by policymakers, including concerns about multinational corporations' sway over regulation
- The ethical dimensions of AI in education: positive and negative influences and the varying adoption trends among different age groups -
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 surrounding big language models vs. smaller, data-trained models for decision-makingThe evolution of ethics in AI development — and the persistent challenges in creating and working within guardrailsThe potential emergence of diverse AI systems for various applications — and the role of open source in shaping the industry's future - Vis mere
