LivePerson's John Sabino: Don't fall into the 'I've got to have AI' trap
LivePerson's podcast has just finished Season 2 with an episode featuring their CEO, John Sabino.
I find John a highly engaging personality – he comes across very well on the company's podcast – and I think he'll be speaking to many executives when he uses the phrase, "Don't fall into the 'I've got to have AI' trap" during the episode.
There is a significant amount of top-down pressure on many organisations to "do something, anything" with AI and that has resulted in some rather unusual behaviours – and fundamentally, quite a lot of waste.
In the recently published episode (How to Get ROI Out of AI Right Now), John and podcast host Ruth Zive explore how best to evaluate returns from AI, including discussing:
- 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
Perhaps the most interesting parts for me were when John highlighted some of the experiences he's had in his career ("Give me double the value... and reduce costs by 20%!) as I'm sure many of us have faced similar challenges.
If you haven't checked out the LivePerson podcast, I would encourage you to do so. Vendor podcasts like these can be an incredibly useful way to access highly relevant commentary on the industry and to help shape your thinking and approach.
I think companies are really well placed to bring fantastic insights to the market via podcasts simply by interviewing their clients and partners – and this is clearly something that LivePerson understands. I encourage other vendors to follow their example. The more insights and learnings available in the market, the better.
You can subscribe to the podcast wherever you get your podcasts by searching "LivePerson, Generation AI".
Nice work Team LivePerson.
I've included the episode's YouTube embed below:
You can find John on LinkedIn here:
John Sabino
And host Ruth Zive (also LivePerson's CMO) here:
Ruth Zive
