Generation AI: Automating Better Business

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 mark...

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 t...

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-...

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 taki...

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’...

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. W...

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 leader...

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...

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 experienc...

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...

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...

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 alignm...

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 cons...

“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 compa...

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...

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 scienc...

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...

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...

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...

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 im...

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 worke...

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...

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...

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 yo...

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...