Driven by Data: The Podcast

S2 | Ep 4 | The Value of 1:1 Engagement with Rob Walker, Vice President of Decision Management & Analytics at Pegasystems


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In Episode 4 of Season 2 on Driven by Data: The Podcast, Kyle Winterbottom is joined by Rob Walker, Vice President of Decision Management & Analytics at Pegasystems, where they discuss the value of 1:1 customer engagement and how organisations are executing it, which includes:

  • His journey with entrepreneurship and selling his business
  • How they coined the term next best action
  • The transformation to the 1:1 space
  • Why the returns are amazing
  • Why the current model of segments and/or averages isn’t working
  • The link between trust, interaction and relevance
  • Identifying the best thing to talk about with your customer right now
  • Why the messaging can’t always be “sales”
  • How personalizing 1:1 can increase conversion rate by 3-5x
  • How organisations are making hundreds of real-time predictions within each interaction to predict next best action
  • The importance of getting things into production
  • Why attempting to perfect the data can come at huge expense in terms of revenue/profits
  • Why trust in AI has led to the breakthrough of any organisations doing this
  • Why you need to start the conversation with ROI
  • Why 1:1 engagement makes ROI at a domain level unpredictable but very predictable at an enterprise level
  • The change required to move away from pure sales messaging
  • The role of responsibility in AI: transparency, fairness, robustness & empathy

...more
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