Generation AI: Automating Better Business

LivePerson
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Generation AI: Automating Better Business

Generation AI: Automating Better Business is a podcast for those who understand that the technology decisions of today will shape the world of tomorrow. Each episode tackles the most exciting developments in AI and the ways it can drive business outcomes — while never losing sight of the people it serves. If you're looking for a community of bold builders, daring innovators and curious humans, you’ve found it. Welcome to Generation AI!

  1. 12 NOV

    How Do I Choose AI Vendors that Actually Fit My Strategy?

    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.

    38 min

  2. 29 OCT

    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. 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

    25 min

  3. 15 OCT

    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. 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

    38 min

  4. 20 AGO

    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. 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

    42 min

  5. 6 AGO

    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! 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)

    36 min

  6. 23 JUL

    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 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

    29 min

  7. 9 JUL

    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? 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

    33 min

  8. 18 JUN

    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. 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

    28 min
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Generation AI: Automating Better Business is a podcast for those who understand that the technology decisions of today will shape the world of tomorrow. Each episode tackles the most exciting developments in AI and the ways it can drive business outcomes — while never losing sight of the people it serves. If you're looking for a community of bold builders, daring innovators and curious humans, you’ve found it. Welcome to Generation AI!

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