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    liveperson

    Explore " liveperson" with insightful episodes like "Growth and Adoption of Generative AI and Large Language Models: A Discussion with Sonny Patel Ex Product and Engineer Leader at Amazon Alexa", "Turn Setbacks Into Opportunities — Optimize Your Self Development with Shama Hyder", "Faith in the Future: Rob LoCascio @ Live Person", "The Intraprenuer: 25 Years Of Learnings On Innovation From Rob LoCascio" and "LivePerson CMO Amber Armstrong on Building a Robust ABM Strategy to Target the Right Clients to Make the Biggest Impact" from podcasts like ""Unleashing AI", "The Jake Dunlap Show", "Breakthrough Builders", "The Jake Dunlap Show" and "Marketing Trends"" and more!

    Episodes (9)

    Growth and Adoption of Generative AI and Large Language Models: A Discussion with Sonny Patel Ex Product and Engineer Leader at Amazon Alexa

    Growth and Adoption of Generative AI and Large Language Models: A Discussion with Sonny Patel Ex Product and Engineer Leader at Amazon Alexa
    In this episode of the Unleashing AI podcast, your host Pavel Fakanov is joined by Sonny Patel, Ex Product and Engineering Leader at Amazon Alexa. Join Pavel and Sonny as they discuss the exciting advancements in AI technology, focusing on generative AI and large language models. They explore the potential benefits and challenges of using these models in consumer and enterprise environments.

    Turn Setbacks Into Opportunities — Optimize Your Self Development with Shama Hyder

    Turn Setbacks Into Opportunities — Optimize Your Self Development with Shama Hyder

    This episode of The Jake Dunlap Show features Shama Hyder, CEO of Zen Media, best-selling author, keynote speaker, and 4x LinkedIn Top Voice in Marketing. Growing up as an immigrant to the US instilled many unique lessons in Shama.

    She learned to be responsible for her siblings, helped with the family business, and soaked in learnings about the real world early in life. She shares how she started increasing her credit score as a teen and taking community college classes as a high school student.

    These practical moves optimized Shama's road to entrepreneurship, allowing her to finish college and masters in just 5 years. Shama then founded her own company out of necessity and, in hindsight, all her previous setbacks turned out to be foundation blocks for a successful business career.   

    She shares how she got deeply involved with social media and the many creative ways she used the system to her advantage. Shama's lessons for listeners are if you have a good idea, there is always a way, and obstacles are not walls but challenges to be figured out.

    QUOTES:

    13:07 "I have a genuine kind of love for the underdog and for what I considered the hidden gems and, through my work, through what I do, it's so much about of is amplifying it and help them kind of navigate the rocky terrain."

    20:41 "I was kind of the optimizer, like how can I optimize my way through school while making sure I helped my parents get food on the table or whatever they needed, whatever, like not just financial, but kind of emotional support being the eldest."

    28:35 "I think exposing minorities and underserved communities with these kinds of opportunities is massive because you can be what you can't see and you don't know what's out there because we don't know what's out there."

    39:53 "What was so exciting was that (social media) was this great equalizer. If you had good ideas, you could make it happen. I mean, remember, not only was I talking about marketing and social media and marketing and the digital age, I was walking the talk."

    45:12 "When I first started and I used to do all these talks about social media, I talk about your digital footprint. But it's not your footprint anymore, it's your entire identity. And you get to determine what that looks like. So you're not stuck with who you are in the physical world. You can be a lot of things." 

    More About Shama

    Shama moved to the US from Goa, India when she was 9 years old. She was exposed to entrepreneurship very early on as she witnessed her parents hustle to survive in a new country. One definitive characteristic of Shama is her creativity in turning setbacks into opportunities.

    She hacked her way through school by taking college classes while in high school so that she entered the University of Texas as a junior. She found ways and means to get the necessary permissions to take even more classes, something which required simple curiosity and sheer willpower to do so.

    Another unique tidbit about Shama is that she graduated college debt-free. By learning how to manage her finances as a teen, she was able to prioritize the future and took the necessary steps to secure it, a far cry from what her peers were concerned with at the time.   

    Immediately after graduation, she founded her company Zen Media and was the first person to write a book on social media. She had her pulse on the future and recognized that this is not a trend and its genesis will alter the way people do life and business in the near future. 

    Shama has been recognized for her marketing prowess by Forbes, Business Insider, Inc, Empact 100, and many more and has been awarded for her genius, earning her the monikers “Zen Master of Marketing” and “millennial master of the universe.”

    Find out more about Shama and connect with her in the following links:

    Learn more about Jake Dunlap and Skaled by visiting the links below:

    Jake Dunlap:

    Skaled:

    Faith in the Future: Rob LoCascio @ Live Person

    Faith in the Future: Rob LoCascio @ Live Person

    One of the defining characteristics of this age of business is ambiguity. And to face that ambiguity with courage, we need to heed both ambitious visions of the future and the hard-earned lessons of the past. And you couldn’t ask for a better source of prescient ideas and valuable lessons than LivePerson CEO & Founder Rob LoCascio. He’s the rare tech entrepreneur who really may have seen it all.

    In his talk with Jesse, Rob discusses the ups and downs of his 25-year journey, revealing how he managed through the dot-com bubble, the Great Recession, and now, a global pandemic. He reflects on his company’s invention of cloud-based web chat for business, achieved decades before the cloud as we know it came into existence. Rob offers thoughts on the future of conversational commerce, and reveals how LivePerson is now building AI tools that can hold remarkably natural and confidence-inspiring conversations with customers. Finally, he attests to the power that blockchain technology can offer to workers, and describes how he’s leading with empathy in support of employees. Throughout, Rob’s depiction of what he calls his “beautiful journey” is refreshingly frank, earnestly offered, and packed with useful advice and encouragement for entrepreneurs and intrapreneurs alike.

    (4:01) Why the entrepreneurial journey is full of setbacks and unknowns, but worth it

    (8:54) Inventing the cloud, decades before the cloud

    (13:24) How LivePerson builds chatbots that can hold more natural & personalized conversations with customers

    (21:55) The rise and democratizing potential of blockchain tech for workers

    (26:25) How conversational commerce can actually decentralize commerce—for good

    (28:12) To college or not to college?

    Guest Bio

    Rob LoCascio has served as LivePerson’s Chief Executive Officer and Chairman of the Board of Directors since the company’s inception in November 1995. Additionally, he founded the charity Feeding NYC, hosts the podcast Over The Wall and is a frequent contributor to Inc., and other publications. Rob was named a New York City Ernst & Young Entrepreneur of the Year finalist in 2001 and 2008, and was the winner of the 2015 Smart CEO Circle of Excellence Award.

    Helpful Links 

    Rob’s podcast: Over the Wall

    Inc. article: Four things to consider before turning your business over to bots (Rob authored)

    Announcing the launch of Conversational Marketplaces

    Rob’s charity: Feeding NYC

    Rob on LinkedIn and Twitter

    The Intraprenuer: 25 Years Of Learnings On Innovation From Rob LoCascio

    The Intraprenuer: 25 Years Of Learnings On Innovation From Rob LoCascio

    This episode of The Jake Dunlap Show features Robert LoCascio, Founder and CEO of LivePerson. Growing up middle class with an entrepreneur father opened up Robert's eyes that the road to success is not a straight line.

    While financial insecurity produced his own insecurities, it also taught him about powering through uncertainty. He shares an anecdote of when he was in Prague when the Berlin Wall was still up.

    Robert realized then that what is true can only really be confirmed with your own eyes, a lesson which he has brought with him his whole life. He shares the story of his brief stint as an employee and the compelling reason he vowed never to work for another company again. 

    He then got introduced to the internet and decided that he wanted to be part of this nascent industry. Robert looks back on the hardships of the first years of his company, how he invented chat, and the boom they experienced. The events of 9/11 were also formative as he solidified his core value to lead with empathy.

    Robert is excited to develop conversational AI that will fulfill the most important intentions in human life. He believes their core value of empathy is the strongest bet to make this empathic AI become a reality.

    QUOTES:

    06:52 "People have their filters on what truth is and I've always felt anytime there was an issue or something, I'll get on the field of play deeply in that area because, until you can feel it and see it, you should assume that it's not the truth that you may believe."

    08:40 "As any entrepreneur goes or anything, I think just in life, you have to be curious to go outside what you're thinking. Once you can experience different things that even are very uncomfortable."

    15:52 "I learned there to lead to empathy. There was no textbook written about leading through 9/11 or the dot com but I saw we had a person in the company that had a sales after 9/11. It was like, we got to go, everyone come to work... I had to get rid of him."

    17:55 "You've got to lead with your heart. You've got to lead with your ears, not your mouth."

    19:22 "I fundamentally believe there needs to be an AI in our life that we can trust,

    that we think is empathetic, that loves us, that will fulfill our most important intentions in life." 

    More About Robert

    Robert LoCascio founded LivePerson in 1995 before the dot com boom and bust. He is the longest-standing tech CEO and took his company went public just 5 years after its founding. During this tumultuous time, and especially after the events of 9/11, Robert learned that it is only by leading with empathy that his company will survive these dark times.  

    Robert actually lived out of his office space and slept on a couch for two years. This couch still sits in the LivePerson office today. Ten years after that, LivePerson experienced a resurgence and its stock returned to its original price after disastrous crashes.

    Philanthropy is at the core of Robert's identity. He founded the Dream Big Foundation and has since helped 70,000 families get food to eat. Robert also helps fund the restoration of important works of art in the Vatican Museum.

    By 2011, LivePerson was named one of Fortune's 100 Fastest Growing Companies and one of Forbes’ 25 Fastest Growing Tech Companies. And in 2020, his company was named one of Fast Company's Most Innovative Companies in the World. LivePerson is excited to deliver emphatic AI solutions in the near future. 

    Find out more about Robert and connect with him in the following links:

    Learn more about Jake Dunlap and Skaled by visiting the links below:

    Jake Dunlap:

    Skaled:

    LivePerson CMO Amber Armstrong on Building a Robust ABM Strategy to Target the Right Clients to Make the Biggest Impact

    LivePerson CMO Amber Armstrong on Building a Robust ABM Strategy to Target the Right Clients to Make the Biggest Impact

    What are your three words? It’s a question Amber Armstrong, CMO of LivePerson, loves to ask her team members. Those three words can be anything — they can be a personal mantra, a list of questions, or even a grocery list. But regardless what your three words are, the key is to make them count, make them relatable, but, most importantly, to let those three words be the driving force of your end goal. 

    “When I was getting to know my team, I asked everyone for their three words. It all originates back to my time at IBM, and working for Ginni Rometty, who was our CEO. And it was a well-known fact that when you talk to Ginni, you gave her three things and that's it. And when she talks, she gives three things and that's it. And it's a number that you can remember, and when you can remember things they can become meaningful. They can really have a deeper association. If I told you my 10 words, you wouldn't believe half of them.”

    Armstrong’s three words are “focused, passionate, and kind,” and those three words are the backbone of how she hopes to continue building LivePerson’s marketing strategy. On this episode of Marketing Trends, Amber joined me for an insightful conversation about how LivePerson is building a robust ABM strategy to target not just the right clients, but the ones for whom LivePerson can have the most impact. Amber and I also took a trip down memory lane, as she reminisced about how her past experiences — including a transformative trip to Hong Kong and a 15-year career at IBM — shaped how she plans to push LivePerson forward. I hope you enjoy this episode as much as I did.

    Main Takeaways

    • Can I Get Some Help?: ABM has traditionally been used by sales teams to build awareness on potential prospects and better target the prospects that are real opportunities for the business. But ABM can also function as a key building block to align marketing and sales. For example, when a sales team is able to identify key prospects, the marketing team can then target those potential customers, by honing in its efforts on certain ad placement to meet those areas.
    • Can You Meet Me Halfway?: We hear all the time how important it is for marketers to meet their customers where they are. This can mean having active responses to customer questions through mobile channels and customer service, but there are more opportunities to explore. Marketers should begin using conversational intelligence in all channels as an opportunity to answer pressing questions,gain valuable customer insights, and build first-party data sources.
    • Global Means Local: When you’re a global organization, your messaging still must be localized to resonate with specific audiences. This can be as simple as having a national message, but altering it to include things such as local pictures or restaurants.

    --

    Marketing Trends podcast is brought to you by Salesforce. Discover marketing built on the world’s number one CRM: Salesforce. Put your customer at the center of every interaction. Automate engagement with each customer. And build your marketing strategy around the entire customer journey. Salesforce. We bring marketing and engagement together. Learn more at salesforce.com/marketing

    To learn more or subscribe to our weekly newsletter, visit MarketingTrends.com.

     

    #134 S2 Episode 3 - Burnout Top Performer to Selling More While Working Less with Brandon Fluharty

    #134 S2 Episode 3 - Burnout Top Performer to Selling More While Working Less with Brandon Fluharty

    HIGHLIGHTS

    03:15 Brandon's background and finding sales success with passion

    08:32 Falling in love with your personal brand 

    15:23 Lessons on learning, earning, and moving on  

    22:12 Starting Be Focused. Live Great by applying the athlete mindset 

    26:22 Deep work: Prioritizing time and health to achieve meaningful results

    29:22 Brandon's 5 intentions and keeping a "Thrive Score"

    35:58 The PREP Framework and using energy levels 

    39:21 Flexiplinurious: Flexible, disciplined, and curious 

    43:43 Connect with Brandon

    QUOTES

    26:27 "Deep work is making an intentional I'm going to use my time to work in a very undistracted environment so that something meaningful can be an output of that work."

    31:52 "When I'm healthier and I'm well-rested, I'm going to be better for my prospects and my teammates. When I focus on no more than 4 hours in meetings and get myself 4 hours for deep work, I can get really quality work done."

    32:20 "I sort of create these 5 intentions of working out, you know, a wellness activity, being mindful, and spending time with my wife, and sharing content with the world."

    32:52 "When my sleep is good and my schedule's well-aligned and I complete my 5 intentions, that adds up to a really high Thrive Score. And the more times I hit that high Thrive Score, the natural output is good business. Closing deals."

    36:01 "This framework called PREP, which is Plan, Rest, Effort, and Perform."

    38:38 "I have everything labeled by the energy level, and I can just naturally say okay, this is a peak activity, I'll push that to the morning. This is a dip activity, that's perfect in the afternoon."

    Learn more about Brandon in the links below:

    If you enjoy the Sales Transformation Podcast, please subscribe, share, and send us your feedback. Please make sure to rate us and leave a review on Apple.

    Learn more about Collin in the link below:

    Also, you can join our community by checking out @salescast.community. If you're a sales professional looking to take your career to greater heights, please visit us at https://salescast.co/ and set a call with Collin and Chris.

    #134 S2 Episode 3 - Burnout Top Performer to Selling More While Working Less with Brandon Fluharty

    #134 S2 Episode 3 - Burnout Top Performer to Selling More While Working Less with Brandon Fluharty

    HIGHLIGHTS

    03:15 Brandon's background and finding sales success with passion

    08:32 Falling in love with your personal brand 

    15:23 Lessons on learning, earning, and moving on  

    22:12 Starting Be Focused. Live Great by applying the athlete mindset 

    26:22 Deep work: Prioritizing time and health to achieve meaningful results

    29:22 Brandon's 5 intentions and keeping a "Thrive Score"

    35:58 The PREP Framework and using energy levels 

    39:21 Flexiplinurious: Flexible, disciplined, and curious 

    43:43 Connect with Brandon

    QUOTES

    26:27 "Deep work is making an intentional I'm going to use my time to work in a very undistracted environment so that something meaningful can be an output of that work."

    31:52 "When I'm healthier and I'm well-rested, I'm going to be better for my prospects and my teammates. When I focus on no more than 4 hours in meetings and get myself 4 hours for deep work, I can get really quality work done."

    32:20 "I sort of create these 5 intentions of working out, you know, a wellness activity, being mindful, and spending time with my wife, and sharing content with the world."

    32:52 "When my sleep is good and my schedule's well-aligned and I complete my 5 intentions, that adds up to a really high Thrive Score. And the more times I hit that high Thrive Score, the natural output is good business. Closing deals."

    36:01 "This framework called PREP, which is Plan, Rest, Effort, and Perform."

    38:38 "I have everything labeled by the energy level, and I can just naturally say okay, this is a peak activity, I'll push that to the morning. This is a dip activity, that's perfect in the afternoon."

    Learn more about Brandon in the links below:

    If you enjoy the Sales Transformation Podcast, please subscribe, share, and send us your feedback. Please make sure to rate us and leave a review on Apple.

    Learn more about Collin in the link below:

    Also, you can join our community by checking out @salescast.community. If you're a sales professional looking to take your career to greater heights, please visit us at https://salescast.co/ and set a call with Collin and Chris.

    Developing for Intent: How Conversational A.I. is Helping Brands Make Meaningful Connections with Consumers

    Developing for Intent: How Conversational A.I. is Helping Brands Make Meaningful Connections with Consumers

    Is chat support helpful or annoying? 

    To me, it’s both. 

    It’s helpful because it’s the way I prefer to be helped. It’s asynchronous, it allows for multitasking, and it can be done anywhere. 

    But, it’s also annoying. It sucks when you type something in and your customer service agent or bot has no idea what you’re talking about. 

    LivePerson is trying to make customer interactions smarter.

    Joe Bradley is Chief Scientist at LivePerson, and his mission is to define and anticipate customer needs and intent, via each and every single customer-to-brand interaction. On this episode of IT Visionaries, Joe explains the difference between creating conversational A.I. that not only can hold meaningful conversations with the user, but also understands the intent of the customer. He also gives a look into the future of how A.I.  will empower brands to create better customer experiences. Enjoy.
     

    Main Takeaway

    • What’s the Intent: The future of conversational technologies is going to rely heavily on A.I. and machine learning to not only be able to process the question the consumer is asking, but to be able to understand the intent of what the customer is asking. 
    • Importance of the Hand-off: Conversational intelligence can coherently communicate with the customer on its own, but perhaps more importantly is able to store that information in a centralized location so that when a customer service representative gets to the case, the hand-off is clear and there is no breakdown in the conversation from the consumer’s perspective.
    • How to Manage Your Data: When developing A.I. solutions, it's important to think of ways to creatively encourage your customers to engage with the platform so that you can collect useful first party data. By asking leading questions that get to the root cause of the customer’s issue, you can design a platform that is not only consistently learning from your customers, but also building trust.

    IT Visionaries is brought to you by the Salesforce Platform - the #1 cloud platform for digital transformation of every experience. Build connected experiences, empower every employee, and deliver continuous innovation - with the customer at the center of everything you do. Learn more at salesforce.com/platform

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