Driving GenAI adoption: Lessons from largest personal injury law firm in U.S.

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Alex Ross

Sr. Content Producer

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Alex Ross is a Sr. Content Producer at LivePerson. Alex is a seasoned content marketer in the B2B space, working with some of the fastest-growing SaaS companies including Clearbit and Chatmeter. When she’s not creating content, you can find the San Diego native enjoying the best her city has to offer — tacos, craft beer, and Padres baseball.

Recent blog posts



insurance digital transformation can result in this convenient messaging example

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Transforming the claims experience: A proven framework for insurance digital transformation

Alex Ross • 8 minutes

illustration depicting digital customer engagement examples

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15 customer engagement examples to try

Alex Ross • 6 minutes

illustration of how conversation analytics make sense of customer interactions in a data driven way

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5 ways conversation analytics helps improve your customer experience

Alex Ross • 7 minutes

example of a telco digital transformation with a messaging conversation about upgrading to an unlimited plan

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Let’s talk about it: How conversations can drive telco digital transformation

Alex Ross • 5 minutes

Airline digital transformation enables upgrade conversations to happen over messaging apps

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Take flight with AI: An airline digital transformation journey

Alex Ross • 6 minutes

Woman receives message from brand about new sunglasses collection as an example of what is conversational commerce

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What is Conversational Commerce: How brands are using it to meet consumer demand

Alex Ross • 5 minutes

Example of digital transformation in banking via virtual assistants that encourage a credit limit increase

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The 4 phases of digital transformation in banking

Alex Ross • 6 minutes

loud illustration of the changing digital technologies and communication channels within a contact center digital transformation

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Beyond the cloud: Exploring alternatives for AI-driven contact center digital transformation

Alex Ross • 5 minutes

gauge illustration, representing how to improve agent productivity

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7 tips to improve agent productivity

Alex Ross • 7 minutes

screenshot of Jeanie, the virtual banking assistant

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Designing Jeanie: The story behind Fifth Third’s virtual banking assistant

Alex Ross • 5 minutes

flywheel illustration of how omnichannel contact center solutions work together

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Omnichannel contact center solutions to feed your customer service experience

Alex Ross • 5 minutes

gears, illustrating automated customer service software in action

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10 automated customer service tasks to try

Alex Ross • 4 minutes

customer interaction management software illustration, about how to organize and converse with customers

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Customer interaction management: Navigating the complexity of omnichannel intent

Alex Ross • 5 minutes

legal building outline, illustrating AI compliance and the regulatory bodies involved

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AI compliance in 2025 and beyond

Alex Ross • 3 minutes

multiple channels to deploy engagement strategies and capture your audience's attention

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Effective customer engagement strategies for CX teams

Alex Ross • 5 minutes

Example of OUA's generative AI agent function of guiding students' initial inquiries

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How OUA transformed student recruitment with a generative AI agent

Alex Ross • 4 minutes

coins stacking up, symbolizing the cost savings that can come from customer service automation

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How customer service automation strategies can help businesses effectively scale

Alex Ross • 4 minutes

Example message with a TalkTalk customer, representing their digital disruption story in the telecom sector

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Digital disruption: Inside TalkTalk’s digital transformation

Alex Ross • 3 minutes

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Navigating the future of brand engagement: The power of AI Labs in action

Alex Ross • 3 minutes

hand and brain illustration, representing AI's role in a positive contact center experience

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How to improve agent productivity and future-proof your contact center experience with AI

Alex Ross • 4 minutes

hands shaking, illustrating how a business can use customer intent data collection to build a better online chatbot

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Bridge the AI gap by harnessing your customer intent data

Alex Ross • 6 minutes

Example of Capitec conversational banking interaction, illustrating the future of banking business models and how it can potentially increase customer loyalty

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The future of banking: Conversational AI transforming customer experience in South Africa

Alex Ross • 4 minutes

illustration of magnifying glass, revealing digital transformation trends revolving around artificial intelligence

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Explore digital transformation trends in our new report: State of Customer Conversations 2024

Alex Ross • 5 minutes

illustration of how a cx strategy can build bridges for your customer journey map, from initial interest to the customer support team

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Your 2024 CX strategy: Bridge the AI gap

Alex Ross • 3 minutes

podcast cover for the year in review, including AI in customer service, ethics, creativity, and unanswered questions

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Year in review: Breakthroughs for AI in customer service, ethics, and creativity

Alex Ross • 5 minutes

cover image for the podcast featuring discussion on AI in manufacturing processes

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Unlocking efficiency: AI in manufacturing

Alex Ross • 5 minutes

podcast cover image for the AI trends episode

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AI trends and tech with TechCrunch’s Ron Miller

Alex Ross • 6 minutes