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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...
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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!
show less
Welcome to Generation AI!
29 OCT 2024 · 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 https://www.linkedin.com/in/natalieromano/, Global Sales Leader at https://www.avaya.com/en/. 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 enablement
- Her 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
15 OCT 2024 · 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 https://www.linkedin.com/in/darrendegiorgio, Director of Client Services at https://www.tiffany.com/. 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 service
- Strategies for harmonizing AI, automation and the human touch for bespoke experiences serving the needs of today’s customers
- How AI can boost agent productivity, turning it into a significant source of ROI for the enterprise
20 AUG 2024 · 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 https://www.linkedin.com/in/johnsabino/, https://www.liveperson.com/’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 company
- Nir 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 experiences
- How AI stacks up against other momentous changes John’s seen in his career in B2B SaaS
6 AUG 2024 · 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 https://www.linkedin.com/in/dom-nicastro-0055aa8/, Editor in Chief at https://www.simplermedia.com/, 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 interactions
- How AI can mitigate the issue of high turnover among contact center agents
- The need to set standards for AI innovation (rather than bow to pressure to just take action)
23 JUL 2024 · 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 https://www.linkedin.com/in/an-do/, AI/ML and Generative AI Automation Competency Lead at https://www.ibm.com/us-en. 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 projects
- How to simplify technical concepts for better communication with non-AI experts
- What it takes to improve collaboration between data and AI teams
- Strategies companies and organizations can use to attract, nurture, and retain top AI talent
9 JUL 2024 · 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 https://www.linkedin.com/in/christopherwilliammiller/, VP of Product Growth and AI at https://www.hubspot.com/, 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 mapping
- The importance of finding and elevating an “AI champion” within organizations hoping to integrate AI into their operations
- Developing AI initiatives to solve specific customer pain points and implement practical solutions
18 JUN 2024 · 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 https://www.linkedin.com/in/chiaowei/, Director of Customer and Community Experience at https://careers.ancestry.com/homepage. 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 value
- Integrating AI with customer behavior data to provide more proactive support
- Balancing automation with the personal touch in customer interactions
- Ensuring AI applications comply with customer privacy and legal standards
4 JUN 2024 · This week, https://www.linkedin.com/in/sushma-niwalkar-38b4778, Senior Director of Customer Centric AI at https://www.northwesternmutual.com/, 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 relationships
- The role generative AI can play in financial planning
- Striking a balance between proven techniques and more experimental approaches
- The ethical implications and challenges of using first-party data in AI applications
21 MAY 2024 · 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 https://www.linkedin.com/in/sreedharsistu/, VP of AI Offers at https://www.se.com/ww/en/, 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 sustainability
- Generative AI’s role in improving knowledge management within enterprises
- Why AI literacy is becoming imperative for professionals at all levels
7 MAY 2024 · “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, https://www.linkedin.com/in/gabykoren/ Chief Revenue Officer at https://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
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...
show more
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!
show less
Welcome to Generation AI!
Information
| Author | LivePerson |
| Organization | Sweet Fish |
| Categories | Technology |
| Website | - |
| generationai-lp@liveperson.com |
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