Generation AI: Automating Better Business LivePerson

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