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 custome ..read more

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 innovatio ..read more

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 experie ..read more

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 gr ..read more

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 ..read more

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 Freeman, Fellow at Center for International Governance Innovation, 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 ..read more

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-making The evolution of ..read more

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 AI AI's impact on jobs, and how the trajectory is more aug ..read more

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 enterprises The integration of generative AI into software platforms and its impact on enterprise technology. The challenges and opportunities of AI regulation, intellectual property concerns, biases ..read more

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 ..read more