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 ep...
In a world where AI is reshaping customer service, how do we avoid the trap of the Billion-Bot Fallacy and truly elevate the customer experience?In this episode, 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.We’ll also dive into the "crawl, walk, run" approach to AI adoption, explore how brands are using AI to deliver hyper-personalized service, and highlight why the key to smarter, more empathetic customer service lies in balancing automation with the human touch.We also discuss:How combining data from voice signals, emails, and digital interactions helps match customers with the right agents and sales reps.Why a "crawl, walk, run" strategy is key to effective AI adoption, ensuring solid infrastructure and human oversight.How blending AI with the human touch improves service quality and creates genuine value.
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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’re leveraging LivePerson’s AI solutions to transform customer interactions—whether it's 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.Join us as we discuss:How Mr. Cooper and Signet use AI for real-time, personalized sales.The importance of routing customers to the right agents on their preferred channels.How Signet boosts agent productivity with AI for seamless interactions.
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Generation AI LIVE: Frost Bank Takes the Stage at Money 20/20
In this special episode, host Nirali Amin is 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 is empowering 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. Laura also discusses her work with LivePerson, the importance of committing to responsible AI, and emphasizing customer experience over efficiency.Join us as we discuss:Frost Bank’s responsible approach to AI that aligns with its organizational goals and vision for customer service.How LivePerson AI empowers agents to turn negative situations into positive experiences.The importance of governance and leadership alignment for successful, ethical AI deployment.
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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.
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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
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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