Generation AI: Automating Better Business

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

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)

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

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

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

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

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 when it comes to using artificial intelligence to engage with one another.Also new to Season 2: our “Hype It or Hate It?” segment, which puts 60 seconds on the clock for a rant about what’s going great or what’s failing in AI, CX, or the business world right now. Join us as Ruth and Joe discuss:The hard truths in the recently released State of Customer Conversations report – and what brands need to know to live up to consumer expectationsWhy customers are skeptical – and which customer demographics feel most positive and negative toward AI and automationStrategies for closing “the 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 the cultural fabric of our world is becoming more and more advanced each day. AI can cause conflict, but it can also be used to help solve disputes and build consensus. So how do we parse out how to use AI — and who makes the rules over how it is governed and regulated?Ori Freiman joins the podcast to discuss the impact of AI-generated content on culture, the challenges in regulating tech giants, and the ethical considerations of AI's influence on education. Plus, we'll get into some more futuristic topics like how AI takes on an element of humanity — because it can actually build its own culture.With Joe and Ori, take a dive into:- The interplay between AI and culture, examining the potential of AI-generated content and its influence on cultural narratives- Insights into the regulatory challenges faced by policymakers, including concerns about multinational corporations' sway over regulation- The ethical dimensions of AI in education: positive and negative influences and the varying adoption trends among different age groups

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 impact of AI on customer service, from augmenting human activities to the economic considerations surrounding big language models vs. smaller, data-trained models for decision-makingThe evolution of ethics in AI development — and the persistent challenges in creating and working within guardrailsThe potential emergence of diverse AI systems for various applications — and the role of open source in shaping the industry's future

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 workers with AI capabilities. Join us as they get into:Addressing manufacturing challenges through a no-code platform and the democratization of AIAI's impact on jobs, and how the trajectory is more augmentation over replacementThe practical applications of AI in sales, focusing on specific use cases and the importance of problem-solving automation.

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 enterprisesThe integration of generative AI into software platforms and its impact on enterprise technology.The challenges and opportunities of AI regulation, intellectual property concerns, biases, and their effects on innovation in the field.

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 extensive expertise and unique perspectives on leveraging emerging technology to improve both human and organizational performance. They offer a look into the unexpected possibilities of AI-generated content, and how AI and humans collaborating together can create more personalized, more engaging experiences for both employees and customers.Discussed in this episode:The synergy between human creativity and AI, and how the two can work in tandem on personalized content and experiencesHow to responsibly integrate new tech in the workplace while addressing organizational challengesWhere AI in contact centers can lead to better customer service experiences.

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 your customers on a deeper level, align with company objectives, and create resilience in the face of failures to build a successful digital-first strategy.Join us as we discuss:Leveraging behavioral signals for enhanced UX, including improving AI chatbots How to create an AI system that increases human productivity and gets customers what they needPrioritizing customer experience and operational excellence as a pillar of marketing

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 discuss large-scale AI and automation deployment, things to consider when building out tech and how to manage systems within ethical and regulatory constraints.Join us as we discuss:Strategic AI development, deployment and integration The importance of ethical AI and risk management The democratization of AI and its worldwide effect

AI’s analytical and predictive capabilities can help management teams solve a plethora of daily dilemmas — such as pinpointing and eliminating bottlenecks. Jeff Moloughney, CMO of Digital AI, joins Ruth and Joe to discuss AI’s problem-solving ability in real, human terms. The value of AI is undeniable, but not everyone understands how to best use it. With better communication, AI is set to amplify automation in a way we have never experienced.Join us as we discuss: Problem-solving with AIClearing bottlenecksHow AI can better fuel automation Creating realistic, humanized discussions via AI