Generation AI podcastThis is a no hype zone
Tune in to our Generation AI podcast for the latest insights and ideas on AI for business.
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Episodes
Season 3
New podcast episodes drop every other Tuesday at 6:00 AM EST.
Episode 6
How to avoid the billion-bot fallacy in CX
In a world where AI is reshaping customer service, how do we avoid the billion-bot fallacy and truly elevate the CX? 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. Dive into the ”crawl, walk, run” approach to AI adoption, explore how brands use AI to deliver hyper-personalized service, and see why the key to smarter, more empathetic customer service lies in balancing automation with the human touch.
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episode 5
From mortgages to diamonds: AI-powered personalization in sales
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 use LivePerson’s AI solutions gto transform customer interactions — whether 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.
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Episode 4
Generation AI LIVE: Frost Bank takes the stage at Money 20/20
In this special episode, we’re 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 empowers 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.
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episode 3
How do I choose AI vendors that actually fit my strategy?
As AI evolves, it’s rewriting the rules for how businesses innovate and compete. Dan Miller, the founder of Opus Research whose work as a leading analyst defined the very meaning of “conversational commerce,” joins the podcast to discuss why taking more time to plan strategically can help us fully grasp and integrate AI, as well as how different kinds of tech providers fit into business strategies.
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episode 2
What’s the formula for successfully integrating AI + CX?
When effectively leveraged for customer service, AI can transform every interaction into a smarter, faster, and more personalized experience. Natalie Romano, Global Sales Leader at Avaya, sits down with us to share thoughts from her 20+ years across all kinds of roles in the contact center world. 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.
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Episode 1
Season 3 Kickoff: Can AI provide a luxury-level customer experience?
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. Darren Degiorgio, Director of Client Services at Tiffany & Co., joins us 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.
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Season 2
Episode 12
Season 2 Finale: How to get ROI out of AI right now
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. Host Ruth Zive sat 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 what enterprises need to do today to get the true ROI out of AI.
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Episode 11
Where’s AI’s “Wow” Factor in Customer Service?
Cutting through the hype around AI is one thing, but leveraging AI when your entire job is truth-telling is quite another! Host Ruth Zive speaks with Dom Nicastro, Editor in Chief at Simpler Media Group (CMSWire), 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 making a positive impact today, as well as where enterprises need to step up with standards for innovation.
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Episode 10
Business 1st, Tech 2nd: How IBM Solves AI Challenges
As the old saying goes, simplicity is the ultimate sophistication. Getting the true ROI of AI isn’t about abstract visions or complicated methodologies — it’s about helping humans solve concrete business problems. Andrea Dobrindt, AI/ML and Generative AI Automation Competency Lead at IBM, joins the podcast to talk about how her experience in life sciences and consulting have laid the foundation for her work at IBM, where she helps external clients and internal teams marry AI with domain expertise.
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EPIsode 9
What will it take to democratize AI for all?
When it comes to AI for business, can the spirit of innovation exist alongside the spirit of democracy? And can the latest tech manage to be transformative and profitable — while also being widely accessible to all kinds of organizations? 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.
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Episode 8
Why starting small with AI can lead to huge benefits
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. In this episode, your co-host Ruth Zive speaks with Joe Wang, Director of Customer and Community Experience at Ancestry. With a rich professional background spanning companies like Yahoo, Alibaba, and Upwork, Joe shares unique insights on integrating AI into CX, lessons learned from being an early adopter, and trends and developments that tech professionals should be excited to tackle.
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episode 7
Can data science translate business problems into equations?
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.
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Episode 6
What AI lessons can we learn from the energy sector?
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.
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episode 5
Can AI increase time to value by 100x?
“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.
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Episode 4
How to position AI to customers
The heart and soul of any successful business is customer experience. But what happens when bots become the first line of contact? Nir Galpaz, Group Vice President of Technical Services and Support at 8×8, joins the podcast to discuss the implications. Listen in as he talks about the top mistakes companies make when putting bots in front of people, the tension between cutting costs and putting customers first, and the kinds of employees who will win and lose as AI comes into its own.
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episode 3
How is AI revolutionizing the financial sector?
Ranjeeta Bhattacharya, SVP and 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.
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Episode 2
How can we create “legendary” customer-facing AI?
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.
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Episode 1
Season 2 Kickoff: Why are consumers still skeptical of AI?
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 and Joe Bradley break down the emerging “AI Gap” between businesses and their customers when it comes to using artificial intelligence to engage with one another.
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Season 1
EPISODE 12
Who governs AI – and our culture? The impact of artificial intelligence on society
In this episode, Ori Freeman, Fellow at the Center for International Governance Innovation, discusses the potential and expected impacts of AI-generated content on culture, the challenges in globally regulating tech giants, and the ethical considerations surrounding AI technologies in health and education.
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episode 11
AI Year in Review: Breakthroughs in CX, ethics, and creativity
As the end of 2023 draws near, Ruth and Joe reflect on some of the year’s most pressing questions and exciting breakthroughs in what is still a largely undefined space.
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episode 10
Unlocking efficiency: AI in manufacturing
AI has applications far beyond what many assume, including actively shaping industries like manufacturing. Dr. Roey Mechrez, Head of AI, EMEA GM at Tulip Interfaces, joins us to share 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.
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Episode 9
AI Regulation, Integration & More with with TechCrunch’s Ron Miller
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.
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EPISODE 8
Undefined Space: How Alvaria is using AI as a CX opportunity
Jeff Cotten, Chief Executive Officer at Alvaria, and Darryl Kelly, the company’s Chief Strategy Officer, share their expertise and perspectives on leveraging emerging tech. They offer a look into the unexpected possibilities of AI-generated content, and how AI and humans collaborating together can transform customer service with more personalized, more engaging experiences for both employees and customers.
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episode 7
AI transformation at Virgin Media: Meeting customer needs
Chris Huggins, Head of Conversational Commerce at Virgin Media, joins our podcast to discuss how he and his teams leverage behavior signals to enhance the customer experience with AI tools, helping increase productivity and ensure customers get what they need.
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Episode 6
IBM’s AI Odyssey: A structured approach to scaling AI
Listen in as Shobhit Varshney, VP and Senior Partner at IBM Consulting, discusses large-scale AI and automation deployment within high-regulation industries, what to consider when building out tech, and how to manage systems within the constraints of AI ethics.
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Episode 5
Solving bottlenecks with the power of AI
Tune in to hear from Jeff Moloughney, CMO of Digital.ai, about how AI can pinpoint and eliminate bottlenecks and actually help us make better management-level decisions.
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Episode 4
Data empowered: AI’s B2B sales and strategy impact
Join Henry Schuck, CEO and Founder at ZoomInfo, as he discusses the evolution of data’s impact on business, the systems used to leverage it, and the critical role AI is already beginning to play in keeping the upper hand against competition.
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EPISODE 3
What is happening at the nexus of AI and creativity
While many have concerns about AI technologies, there is no concern quite like that of creative endeavors. Will AI devalue and automate human art? According to our next guest on Generation AI, Vittorio Banfi, co-founder at Tailor, the answer is “no.” Instead, AI will empower creatives to focus on what they do best. But it may take time to get there.
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EPisode 2
The AI journey: From hype to reality
Jessica Popp, a self-proclaimed AI pragmatist, has established herself as a proven Chief Technology Officer, exceeding expectations at many prolific positions with Intel, Twillo, and, most recently, Ada. She joins us to discuss AI’s rapid rise to fame, what the focus should be today, and her vision of the AI-backed future.
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Episode 1
Beyond Black Mirror: Illusion, ethics, and responsible AI
Pop culture references to AI leave people with perceptions that may not be quite accurate, according to Miriam Vogel, President and CEO at EqualAI and Chair of the White House’s National AI Advisory Committee. Miriam joins us on the premiere episode of Generation AI to dive into what it takes to ethically and responsibly develop and deploy artificial intelligence.
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EPisode 0
Generation AI: Demystifying a new era of artificial intelligence
LivePerson’s Ruth Zive, CMO, 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 world.
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