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 e ..read more

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 importanc ..read more

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 dis ..read more

Microsoft is staying on top of streamlining business operations with Copilot and Microsoft Business Central, designed for momentum-based workflows and saving time without losing quality. Shelby Skrhak speaks with Pam Johnson, director of partner marketing at Microsoft, about: Basic Microsoft Business Central functions What Microsoft Business Central means for partners How Copilot works with Microsoft Business Central To join the discussion, follow us on Twitter @IngramMicroUSA #B2BTechTalk Listen to this episode and more like it by subscribing to B2B Tech Talk on Spotify, Apple Podcasts o ..read more

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 ..read more

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 ..read more

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 ..read more

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 ..read more

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 convi ..read more

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 relationships The role generative AI can p ..read more