Episodes

  • How to Avoid the Billion-Bot Fallacy in CX

    How to Avoid the Billion-Bot Fallacy in CX
    Dec 24 2024
    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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    36 mins
  • From Mortgages to Diamonds: AI-Powered Personalization in Sales

    From Mortgages to Diamonds: AI-Powered Personalization in Sales
    Dec 10 2024
    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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    18 mins
  • Generation AI LIVE: Frost Bank Takes the Stage at Money 20/20

    Generation AI LIVE: Frost Bank Takes the Stage at Money 20/20
    Nov 26 2024
    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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    34 mins
  • How Do I Choose AI Vendors that Actually Fit My Strategy?

    How Do I Choose AI Vendors that Actually Fit My Strategy?
    Nov 12 2024
    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 AI
    • How 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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    38 mins
  • What’s the Formula for Successfully Integrating AI + CX?

    What’s the Formula for Successfully Integrating AI + CX?
    Oct 29 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 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 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
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    25 mins
  • Can AI Provide a Luxury-Level Customer Experience?

    Can AI Provide a Luxury-Level Customer Experience?
    Oct 15 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 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 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
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    38 mins
  • Season 2 Finale: How to Get ROI Out of AI Right Now

    Season 2 Finale: How to Get ROI Out of AI Right Now
    Aug 20 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 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 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
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    42 mins
  • Where's AI's "Wow" Factor in Customer Service?

    Where's AI's "Wow" Factor in Customer Service?
    Aug 6 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 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 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)
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    36 mins