Bold stories. Future focused.

Modern marketing leaves little to chance. It's evolved to utilize data-driven targeting to know precisely what people want. And that evolution is ongoing. Join managing directors David Steuer and Jeremy Woodlee from Accenture as they discuss where MarTech is taking the industry.   Key Takeaways: [2:13] David discusses the need to drive personalization for the customer experience in real-time.  [4:26] Both AdTech and MarTech need to deliver campaigns to customers using an omni-channel approach utilizing multiple customer touchpoints in the burgeoning age of personalization. [5:51] As cookies disappear and digital movements become a bit more private, marketers are turning to first-party data. [6:45] Customer data platforms are key elements for driving success in providing a contextual experience. And, it's not just a matter of data. There's an emotional and even moral element. [12:53] How are organizations decluttering processes while keeping up with the constantly shifting customer needs, moods, and values? By consolidating, rationalizing technology, and optimizing processes. [18:41] It is getting increasingly tougher for companies to target specific audiences. PII, or personally identifiable information, has been incredibly useful in targeted marketing. [23:03] To get rid of our own marketing clutter, we must add technologies that create more opportunities for personalization.   Quotes: “We still need the art. You still need to be creative, it has to be there. But now we're talking about the need to combine the creative with data analytics and understanding of the customer context, in their journey in real-time.” — David [2:30] “I think this is a moment to start to take a step back and look at what is really important — the touchpoints that are really critical, and put human energy against that and try to use machine-driven technology. To be able to automate and run everything else so that humans can do what humans do well.” — Jeremy [10:31] “Decluttering and streamlining processes can help us keep up with customers, but only as long as we make sure that those processes actually provide meaningful customer experiences.” — Jo [14:09]   Continue on your journey: pega.com/podcast   Mentioned: David Steuer Accenture Jeremy Woodlee

Operational problems aren't going anywhere; they're growing. How can leaders keep loyal talent motivated when the dreaded skills gap keeps evolving? Juggling employee development and making a profit, while also doing good is no easy task. Yael Kaufmann, co-founder, and COO of LearnIn, Bob Chapman, CEO of Barry Wehmiller – a manufacturing company – and Stacy Cline, Senior Director of Corporate Social Responsibility and Sustainability at GoDaddy are with us to share their perspectives on how they're facing these issues head-on.    Key Takeaways: [2:14] As companies look to be able to fill gaps in their talent needs, they also struggle in a lot of ways to be able to deliver on what it is they are trying to achieve. [2:31] We can view automation as an opportunity to give employees greater purpose by emphasizing their individual talents and sense of belonging. [3:20] The great opportunity of technology is to help us do more with less and then invest in actually doing more. [4:21] There is more seriousness for companies to take action when it comes to topics like diversity and inclusion and climate change, rather than for them to just talk about it. [7:29] How may our approach to reskilling be holding us back? [8:20] The rate at which jobs are changing from menial tasks to more interesting knowledge work is exploding. We may not need to look to outside workers, but rather give the people who are already in your organization, and have a ton of amazing knowledge, the skills they need. [9:24] If you want to be more inclusive and offer benefits, you have to be thinking about some of those barriers that may already be holding people back. [12:33] Toyota is a great example of listening to the people doing the work, instead of letting them go just to lean things out. [14:00] Any tech we bring into the mix has to be set up to align with our corporate social and environmental responsibilities. [19:33] Governance and oversight can take up a lot of resources, so pairing with a vendor who specializes in learning about your customer in a secure way is going to be a game-changer in the future. [19:28] You don't need to necessarily be two steps ahead at every point in time, but having thought about it already at that point in time enables you to pull the trigger when the time is right. [21:24] When GoDaddy began ramping up its environmental efforts, Stacy was cataloging the environmental and social issues most important to its stakeholders. She talks about the process as a constant conversation, and one that must be able to shift as the conversation of the world takes a different shape and tone.   Quotes: [1:57] “You are not going to be able to fire and hire your way to having all the skills you need for the future of work.” - Yael [2:31] “We can view automation as an opportunity to give employees greater purpose by emphasizing their individual talents and sense of belonging.” - Bob [2:40] “I think if you can, embrace automation as progress and allow each of us to use our gifts more and challenge us more to grow.” - Bob [3:29] “The great opportunity of technology to help you do more with less and then invest the Delta in actually doing more with more.” - Yael [4:55] “Companies need to be talking about their greenhouse gas emissions, what they're emitting and how they are working to combat climate change. They need to be talking about what they're actually doing from a diversity and inclusion lens, and not just saying that they care about diversity, and inclusion, but actually showing proof of what they're doing internally and externally on this. So there's been more seriousness around these topics, and not just hearing companies say words, but showing the proof and showing the data on what they're actually doing.” - Stacy [14:00] “Any tech we bring into the mix has to be set up to align with our corporate social and environmental responsibilities.” - Francis [19:33]  “Pairing with a vendor who specializes in learning about your customer in a secure way, is going to be a game-changer for many. But we also have to keep in mind that just because one solution is right for you now, it might not be right for you tomorrow.” - Francis   Continue on your journey: pega.com/podcast   Mentioned: Stacy Cline GoDaddy Bob Chapman Barry Wehmiller Yael Kaufmann LearnIn

2020 made us realize that challenges bigger than we ever expected could happen at any moment. So how do we ensure we're prepared for whatever environmental threats may impact how we do business in the future? Listen as Richard Seline, co-founder of the Resilience Innovation Hub, talks about the importance of having proactive operations measures in place to be ready for anything. Plus, learn about the benefits from an insurance perspective, how to rethink instant gratification, and what it will take to build a sustainable, supportive business.   Key Takeaways: [1:44] Our environmental conditions dictate how our businesses operate. When one hits our community, we see the fallout in real-time. Richard talks about how it's not important what we do at the moment, but how we act before and after. [3:15] Richard defines resiliency as the idea of pre-disaster and risk mitigation. [4:00] There's no chance of reducing every risk, but what preparation can do is reduce the cost and the operational and emotional impact. [4:18] At the Resilience Innovation Hub, Richard and his team focus on de-risking business operations, facilities, and communities using a blend of technology, equipment, data science, and alternative capital. [8:15] While businesses can't afford to operate in areas that are most exposed to environmental threats, many still want to continue to build and expand in those regions. [12:27] Preparing a stronger infrastructure for natural disasters is going to be more than minor modifications to the day-to-day systems. Richard has been working with water systems since 2014 and has seen the focus more on laws and rights than the tradition of getting water to a shared community. [17:39] While private companies are leading the charge in water systems innovation, the public sector is lagging behind. [21:04] The breakdown of the supply chain over the course of the pandemic is proof that we need to make our operations as resilient as possible. [24:00] If we can make the necessary pivot, we can build more sustainable and resilient businesses that support the communities they serve. Richard shares how you can reduce the cost of the operational impact of future events, but only if you invest ahead of the curve.   Quotes: “Our definition of resilience is this idea that if you invest ahead of the curve of an event, it makes you, your family, assets, and your employer much more resilient and stable in handling the shocks.” - 3:15 Richard “There are a lot more water sources than what's sitting in the ground. There are a lot more innovations. - 14:33 Richard “We have to get out of the pattern of telling ourselves that things are fine as they are, and just going on with business as usual. We can't sustain it.” 21:04 Richard “I think the challenge for all of us is the ability to adapt and pivot. It's the ability to recognize that certain traditions and certain expectations in the past are going to evolve.” - 28:33 Richard   Continue on your journey: pega.com/podcast   Mentioned: Richard Seline Resilience Innovation Hub

The way to ensure the most secure cyber future is to stay ahead of tomorrow's threats, no matter what the current laws and regulations dictate. Tech moves faster than the law – and hackers work faster than both. That's why Jody R. Westby, CEO of Global Cyber Risk LLC, and Katryna Dow, founder and CEO of personal data platform Meeco, urge businesses to be smart and proactive when crafting their cybersecurity protections. Listen as they talk about how businesses can protect themselves and their customers, the critical areas of businesses to safeguard ahead of time, using security as a competitive advantage, and much more.   Key Takeaways: [2:20] Katryna wanted an equitable data ecosystem where everyday people would have a bit more control over how their data would be used, and who would have access to it. She started Meeco, or the me-ecosystem-as a way to build an infrastructure of personal data ecosystems. [5:50] Jody realized we needed strong cybersecurity protections put in place so that critical infrastructure data couldn't be used against us. [6:24] Technology has been moving faster than the laws, and Silicon Valley and tech companies have embraced the mantra to beg for forgiveness rather than ask for permission. [7:04] The absence of clear and uniform legislation around cybersecurity and data protection has some pressing implications. First, businesses need to come up with their own ways to protect themselves and their customers. [10:07] What is a self-sovereign identity or SSI? Katryna talks about the move to SSI's profound impact on the security and efficiency of power tech's operations. [12:22] Jody says we will start seeing exclusions for paying ransomware for what they think are nation-state-sponsored attacks, and that will leave companies a lot more vulnerable. However, we have to pay attention to the three most important areas that also are the lowest scoring areas in any risk assessment: asset management, incident response, and business continuity. [14:02] The GDPR or General Data Protection Regulation is the EU data privacy and security law. [20:15]  Some companies are listening to what customers really want, and it's making a big impact. For example, when Apple let iPhone users say yes or no to being tracked, Facebook had the largest drop in shareholder stock value in one day. [23:52] Operations leaders should not wait for the worst-case scenario to happen before they start protecting their companies and customers from potential harm.   Quotes: "We are in a whole new ballgame right now, and companies are really at risk. We're not prepared.” - Jody [0:40] “In a data-driven world, there's a lot of data that's been collected about me that could actually be enhanced by data from me.” - [5:03] Katryna “The bottom line is when they realize that they've got their stock price and the viability of the company on the line, they'll get more attention to this topic. And that's what we need because companies do not have robust full cybersecurity programs.” - Jody  [12:22] “Do you want to be helping customers have better digital experiences? Or do you want to wait until you're forced to do that?” - [20:50] Katryna “Let's not wait for the worst-case scenario to happen before we start protecting ourselves, our companies and our customers from potential harm. Whether it comes through satellites, a third-party supplier, or your own organization, these threats exist, and with more points of entry to our systems than ever before, they're clearly multiplying. [24:35] - Francis “With disruption being the new normal in OPS, the time to up your cybersecurity game is now because the choice going forward is clear. You can either stay put and pay the price…or you can evolve.” [25:16] - Francis   Continue on your journey: pega.com/podcast   Mentioned: Jody Westby Meeco

To keep up with the speed of disruption, businesses need to build their culture around adaptability. And there have emerged several ways to do that. From enriching employees with environments that emphasize learning to giving leaders a better perspective of what their customer-focused employees are handling daily, we've learned that understanding dynamics and empowering individuals are the keys to finding success in the future of operations. Join digital transformation expert Kieran Gilmurray and senior analyst Shelly Kramer as they share their perspective on what a disrupted operations model has already started to look like.   Key Takeaways: [1:40] How exactly do leaders need to rethink their strategies? Kieran suggests that the days of digitally transforming an organization isn't a technology problem as much as a change in the way management communicates, and bringing in a vision that involves everybody on the team to play their part in the organization. [2:49] How do operations leaders need to get accustomed and adapt to this broader world of information and innovation? [5:44] While leaders need to get closer to their teams, they also need to offer their workers more freedom to grow, innovate, and serve the customer. [6:20] As a leader, you need to empower individuals. [7:21] What is a citizen developer? And what exactly is a citizen dentist, and where do we need our hyper-specialized employees? Would we want one working on our teeth? [9:36] Great leaders will recognize that everybody has a role in shaping the organization. [13:48] Shelly explains how right now, it is very much an employee's game, and while we are seeing that hybrid work is working, it's critical for leaders to listen if they want to retain the right talent. [17:25] The employee-centric mindset, like the customer-centric mindset, can't disappear in a sea of high-level ideas and associated jargon. [19:12] The challenge for organizations is going to be bringing the tools of technology together with a way to solve a customer problem.   Quotes: “I feel adaptability is going to be a key component.” — Kieran [3:06] “My job, as I see it, as a leader and a manager now is to actually hire the right people and give them all the skills that they need to coach and mentor and to clear the obstacles in their path.” — Kieran [6:08] “Our low-code and no-code users will not only become more independent, empowered, and creative problem solvers, but also become citizen educators.” — Francis [11:11] “What we are seeing broadly in the marketplace is that hybrid works. In many instances, hybrid works as well as, if not better than 100% in the office. The reality of it is, if you want to attract and retain talent, you have to listen to what the workforce is telling you what they want and need.” — Shelly [16:06]   Continue on your journey: pega.com/podcast   Mentioned: Kieran Gilmurray Shelly Kramer

Technologically speaking, the public sector has room to grow. Considering the ever-present threat of leaks and strict hierarchies within government, restrictions on internal comms make it difficult for IT to keep up with the speed of innovation. But according to Alexis Wichowski, deputy CTO for innovation in NYC, innovations are happening – slowly, but surely – in the public sector, affecting both internal comms and external outreach with constituents around community support. Listen as she talks about the current struggles facing public sector IT, its real importance alongside other government work, what becomes possible with more innovative leadership, and more.   Key Takeaways: [1:52] Although Twitter plays a critical role in our public discourse now, there was a time when the government remained outside of the public square. Today, Alexis acts as a sort of translator between technological advancement, the public sector and private sector. [3:00] Even the most advanced public sector tech teams are behind where the private sector is, almost about a decade behind according to Alexis. [3:15] With tools that promote democratized collaboration, there can be some drawbacks. Alexis gives the example of a Google Doc gone wrong and WikiLeaks. [6:13] WikiLeaks created a sense of justification for being paranoid about putting things in digital form and set back the information sharing efforts of the government for a long time. [8:33] Information exchange can turn into a human moment where you are making a connection and establishing a relationship. [9:29] Alexis talks about the collaboration with the community of Brownsville and how they used technology to make the pedestrian plaza brighter and safer. This led to the residents taking pride in their community and feeling more connected. [12:40] It is crucial to think about innovation teams and technologists as essential to every single government office and function. Also, it is imperative that our elected officials are in touch with technology and leaders truly show up and talk with their community about the changes that would impact them the most. [16:27] How do we draw a line between the domain of government and the domain of IT? Alexis talks about the emerging space of a tech ambassador, and how tech diplomats will be a growing trend. She talks about Microsoft as an example. [18:23]  Tech companies are not just providing digital goods and services, they are in our world and wielding power. What will happen if we do not address our responsibility within these “net states”? Alexis talks about how she thinks new product teams will include a product manager, UX and UI designer, developers, and the diplomat/liaison to provide real human interaction. [23:20] We need tech-savvy ambassadors between net states and the state as we know it if we want a say in our digital lives. [24:08] It starts with responsible people, and everyone demanding ethical innovation.   Quotes: [6:13] Inside the government, WikiLeaks was like 9-11. It was this Earth-shattering moment where all of a sudden, the most careful and sensitive information that we had was broadcast worldwide. - Alexis [7:30] There's a basic rule of thumb in government that's sort of unspoken but universally acknowledged. If you don't want to see it in a headline, don't email it. - Alexis [8:58] Innovation without communication without collaborations is not likely. - Jo [23:20] People don't join the government because it pays great. They don't join because it's glorifying and has a great corner office with a view. They join because the mission matters. - Alexis [23:20] We need tech-savvy ambassadors between net states and the state as we know it if we want a say in our digital lives. - Jo   Continue on your journey: pega.com/podcast   Mentioned: Alexis Wichowski NYC Mayor's Office of the Chief Technology Center The Information Trade

Innovation is about making the future more advanced, but what advancements are we making to help today's tech be more accessible? Since everyone doesn't have the same digital reach, more needs to be done to make tech, training, and development opportunities as equitable as possible. Luckily, there are experts ahead of the game. Listen as MIT lecturer Dr. Phil Budden and Webflow community education manager Lacey Kesler talk about the importance of low-code/no-code alternatives, visual development, changing our approach to education, creating more inclusive apps, and more.   Key Takeaways: [2:43] Why does bias happen in IT systems? When there isn't enough diversity in the data sets that the model is being trained on, it takes on this bias in the life of the algorithm. Elizabeth shares an example in facial recognition where the data ends up being sold on the market, a customer uses that data, and makes a decision about whether or not someone is deemed a threat based on biased information. Then, if law enforcement agencies decide to use that data, they can over-police in already over policed communities and cause a systemic problem, all because of that data. [5:35] All areas of our life are impacted by algorithms, from traffic patterns to predictions about who should get a loan, their interest rate, health insurance, and what type of health coverage someone is granted. [6:13] Joe shares two scenarios about how humans will interact with machines over the next coming decades. First, humans are replaced by machines. Second, and the most likely scenario, humans will collaborate with machines to create a better solution and higher productivity. [8:00] Human supervision can be extremely relevant in using information technology and AI. Joe shares some examples from MIT's Kevin Slavin such as flash crashes, caused by program trading. [10:54] Responsibility in AI is a shared responsibility between both the technical and non technical teams. Building ethical technology doesn't eliminate the possibility of unethical results, and we need more resources dedicated to areas like AI Ethics and governance within our companies, especially large ones acting as nation states. [16:27] Elizabeth discusses some best practices that will add ethics into more computer science courses and students get a critical perspective early on. [18:09] Companies that don't consider themselves to be in the tech business will need to play catch up fast and take on that responsibility themselves before the government has to step in. Hopefully, more companies will begin to take a more serious look at the ethical components of the tech they rely on. Elizabeth discusses the long-wave theory, which talks about how long it takes for all of the different revolutions. [23:27] Will we be in a Terminator SkyNet scenario? Quite possibly, says Joe, but we have to figure out where humans are going to be in the loop and understand what our algorithms are doing and how they're training other algorithms.   Quotes: [2:25] “Data is what they're calling the new oil, and there's a race to how much data a company can consume.” - Elizabeth [5:39] “All the technologies that make sense of more data in less time and more intricate ways are fueling some of the most exciting and polarizing advancements.” - Jo [7:57] “The best performance sometimes is through a joint human and machine.” - Joe [14:10] “If you look at human behavior, you have a wide spectrum of possibilities, ranging from Mother Teresa to say a dictator that kills millions of people. The way the technology gets employed, and that is not the technology's fault.” - Joe [18:48] “For those companies who are not able to quickly adapt to this digital moment that we are having, I don't think they will be around for long. That's where we are, where we are going to stay, and where the jobs are going to be.” - Elizabeth [25:18] “We have to put ethics at the forefront of all of our business. Whether you think you work in tech or not.” - Jo   Continue on your journey: pega.com/podcast   Mentioned: Elizabeth Adams: Twitter | LinkedIn EMA Advisory Services Joe Weinman: Twitter | LinkedIn Digital Disciplines Cloudonomics Kevin Slavin

Digital transformation isn't always driven by bottom-line metrics alone. In the wake of a global pandemic, we're all looking to new technology to help us usher in a better working world. One with flexibility, work-life balance, generational unity, and joy. Join us as Alex Andrenacci and Ralph Thompson, technology transformation leaders at Ernst & Young discuss what the future of IT looks like from their perspective and how people – clients, employees, their families – are at the heart of it all.   Key Takeaways: [2:24] In the initial groundbreaking stage of any transformation, we must ask ourselves how our work will make a tangible impact on the world. [4:28] For many, success is now about spending less time working and more time with our family and loved ones. The measure of success may not only be the retention and profit, but how happy the employee's kids are, and how satisfied employees feel in their life as a holistic view. [5:15] How is digital making our work and personal life better? By fostering a growth mindset, better environmental and societal outcomes, and helping people develop skills outside their focused area of work. It's up to hiring managers and executives to talk early on with potential and new employees about the opportunity for flexible learning and exploring new interests. [8:50] Millennials and Zoomers are more likely to broaden their horizons a little further than the ones we've been trained to inhabit. [10:08] When there is the opportunity for personal enrichment and growth, the technologically-centred will show up and contribute more. Ralph talks about one employee who grew out of the socially awkward geek stereotype when he was provided with a way to expand his skillset and develop even more confidence. [15:14] The urgency with which businesses are bringing products and services to market mirrors millennial behaviors. Ralph refers to it as millennial gratification or immediate gratification, where they have a built-in understanding of the digital landscape and the attention economy. [18:05] Millennials bring needed and different perspectives in technology that some of us might be a bit behind on. For example, we hear about Ralph's daughter and how she brought the company from using an outdated fax machine up to digitizing papers using the phone and email. [20:15] Alex explains that simplification has two aspects: to spend less, and to do more. [22:30] At the end of the day, it's about delighting the customers. Reflection question: do you use tech to make your customers' lives better? Are your employees truly happy? Are their children happy and fulfilled? What about you?   Quotes: [8:48] “What we're looking for is not just people who are great at one particular thing, but ones who are going to develop. They are going to add value.” - Ralph [13:27] What we need is generational unity towards a common goal. It's what we see more often than not, in those companies most willing to embrace a human-centred and principled business model.” - Jo [18:52] “There's a sense of immediacy, there's a sense of digitization that's just inherent. I think it's one of the things that asking basic fundamental questions about why on earth we are doing something that makes no sense, is one of the gifts that young people of technology bring.” - Ralph [19:06] “I think we need to start learning how to do things differently in order to drive the change that we all want to drive.” - Alex [22:39] “Do you use tech to make your customers' lives better? Are your employee's kids happy? Are your employees themselves fulfilled? And what about you? If you answered yes, you might just be the kind of transformation we need - digital or not.” - Jo   Continue on your journey: pega.com/podcast   Mentioned: Ernst & Young Ralph Thompson Alex Andrenacci

Data is being called the new oil as companies race to get as much of it as much as possible. But without the right measures to keep certain AI-centric biases in check or forethought to incorporate ethical measures early, the real power of data can become too slick to handle. Listen as CEO Elizabeth M. Adams and author Joe Weinman talk about what the future of IT can (and should) look like. From AI bias to unreliable algorithms to the working harmony between humans and machines, see what we should be accounting for as our IT-enabled future fast approaches.   Key Takeaways: [2:43] Why does bias happen in IT systems? When there isn't enough diversity in the data sets that the model is being trained on, it takes on this bias in the life of the algorithm. Elizabeth shares an example in facial recognition where the data ends up being sold on the market, a customer uses that data, and makes a decision about whether or not someone is deemed a threat based on biased information. Then, if law enforcement agencies decide to use that data, they can over-police in already over policed communities and cause a systemic problem, all because of that data. [5:35] All areas of our life are impacted by algorithms, from traffic patterns to predictions about who should get a loan, their interest rate, health insurance, and what type of health coverage someone is granted. [6:13] Joe shares two scenarios about how humans will interact with machines over the next coming decades. First, humans are replaced by machines. Second, and the most likely scenario, humans will collaborate with machines to create a better solution and higher productivity. [8:00] Human supervision can be extremely relevant in using information technology and AI. Joe shares some examples from MIT's Kevin Slavin such as flash crashes, caused by program trading. [10:54] Responsibility in AI is a shared responsibility between both the technical and non technical teams. Building ethical technology doesn't eliminate the possibility of unethical results, and we need more resources dedicated to areas like AI Ethics and governance within our companies, especially large ones acting as nation states. [16:27] Elizabeth discusses some best practices that will add ethics into more computer science courses and students get a critical perspective early on. [18:09] Companies that don't consider themselves to be in the tech business will need to play catch up fast and take on that responsibility themselves before the government has to step in. Hopefully, more companies will begin to take a more serious look at the ethical components of the tech they rely on. Elizabeth discusses the long-wave theory, which talks about how long it takes for all of the different revolutions. [23:27] Will we be in a Terminator SkyNet scenario? Quite possibly, says Joe, but we have to figure out where humans are going to be in the loop and understand what our algorithms are doing and how they're training other algorithms.   Quotes: [2:25] “Data is what they're calling the new oil, and there's a race to how much data a company can consume.” - Elizabeth [5:39] “All the technologies that make sense of more data in less time and more intricate ways are fueling some of the most exciting and polarizing advancements.” - Jo [7:57] “The best performance sometimes is through a joint human and machine.” - Joe [14:10] “If you look at human behavior, you have a wide spectrum of possibilities, ranging from Mother Teresa to say a dictator that kills millions of people. The way the technology gets employed, and that is not the technology's fault.” - Joe [18:48] “For those companies who are not able to quickly adapt to this digital moment that we are having, I don't think they will be around for long. That's where we are, where we are going to stay, and where the jobs are going to be.” - Elizabeth [25:18] “We have to put ethics at the forefront of all of our business. Whether you think you work in tech or not.” - Jo   Continue on your journey: pega.com/podcast   Mentioned: Elizabeth Adams: Twitter | LinkedIn EMA Advisory Services Joe Weinman: Twitter | LinkedIn Digital Disciplines Cloudonomics Kevin Slavin

A new year means a new journey to discover all the ways technology is changing the ways we work, communicate, and live our lives. Welcome to the latest season of Bold stories. Future focused. Very soon, we'll be exploring more topics around the future of data, IT, diversity, customer experience, and more – with in-depth miniseries premiering all year long. Get ready for brand new experts, more transformative insights, and even bolder stories about the tech shaping our tomorrow.

Over the course of season two, we've spoken with some truly magnificent guests about how the tech of today is shaping the world of tomorrow. As our final guest of the season, Pega CTO and VP of Product Marketing Don Schuerman gives his perspective on the topics we've covered so far, from hyperautomation to extended edge to distributed cloud. Plus, get Don's take on how far the pandemic has pushed us into the future, how software and people can work better together, the role of bias awareness in AI, and more.   Key Takeaways: [1:39] Don Schuerman, CTO & VP of Product Marketing at Pegasystems talks about how many years the pandemic has accelerated us forward. It's an interesting paradox because in some aspects it has felt like a period of standing still, yet there was also this wormhole in technology that we accelerated through what would usually be a 5 to 10 year adoption period for technology. Organizations had to think more deeply about data, and that's why AI governance became more important. [4:56] It's not just about implementing software, but having the resources (and the people) to do it. [6:11] Where does Don think the future of automation lies? In leveraging data, analytics, intelligence, and being able to self optimize your processes. Hyper-automation brings more and more data with it, which means we need more processing power in order to get through a more distributed cloud. This means data can be stored more efficiently across many data centers, allowing for faster processing and more built-in backup systems in case one data center fails. [9:00] Fay Arjomandi, CEO of mimik Technology, a hybrid edge-cloud platform, explains how edge devices can disseminate data faster and more intelligently when we compute at the edge. We also have a greater ability to identify and understand what data is really important and respond to it accordingly. [10:32] Extended edge allows us to make decisions about what data gets stored, and where security risks may increase. But why is data privacy so important? [16:24] Don demystifies AI, saying that AI may not be the Terminator nefarious situation we think, but in a flawed world, we sometimes make flawed things with values and biases that reflect our own. [16:50] Elizabeth Adams, AI Technologist and Chief AI and Ethics & Culture Advisor at EMA consulting, illustrated what dangerous AI applications can look like. She talks about her work concerning the use of facial recognition technology by law enforcement in Minneapolis. She did her community a huge service by understanding the use of biased AI and tech. [17:43] Don explains why we must stay inquisitive and curious about others, so we can learn from each other and share our unique perspectives. By constantly bringing different perspectives in and we're filling in those blind spots, and we're actually getting to see this big, beautiful picture of the world. [18:52] Galit Ariel suggests AR has a bit of an edge over VR, at least for right now. [21:17] How does technology already subtly fold naturally into the life we are already living? Through simple things like using an Instagram filter, Zoom calls or using a shopping app. [25:08] Our work will need to get more efficient, and our online experiences more immersive. But, we will need people to power all this technology.   Quotes: “AI governance was really about understanding and wrapping around how you use your data in an ethical and empathetic way.” - Don [2:20] “ I think the future of automation and hyper-automation lies in leveraging data, analytics, intelligence, to self optimize your processes. - Don [6:11] “It's important we understand the way tech that runs our world works, and how our data is used because it's already becoming deeply ingrained in how we govern ourselves, our companies, and our societies at large.” - Jo [11:50] “ Ensuring a less biased future, without biased tech, can't just depend on people like Elizabeth who take up the mantle. It depends on organizations, and the people who make them move.” - Jo [16:33] “We find things that we share and we find things that we can teach each other about. And that's wonderful. I think part of that is acknowledging that with your unique perspective also comes your unique set of blind spots and experiences and perspectives that you might not have.” - Don [16:37] “A diversity of perspective is going to be important as we navigate the ongoing shift to a more virtual way of life.” - Jo [18:09] “I love the opportunity that we have now to live through this era, that everything we dreamed of is coming and technology is not something that exists in this other space, but it really is becoming an and indigenous thing to our physical reality.” - Galit [19:48] “My hope is that we as humans, don't let the metaverse replace the actual verse.” - [22:34] Don   Continue on your journey: pega.com/podcast   Mentioned: Don Schuerman Fay Arjomandi Elizabeth Adams Galit Ariel Ready Player One Mark Anderson

As AI becomes more capable, it must collect more data to adapt better to our world. By creating data artificially (and not at the expense of our privacy), our future becomes smarter that much faster. From teaching autonomous cars how to drive using 3D content to helping the blind run without fear using machine learning, our guests talk share the ways they've used synthetic data to achieve big things – and talk about even greater things it can make possible.    Key Takeaways: [2:01] Beatrice and her fellow researchers were handing over their own data to fill gaps in the studies when they did not have enough data, or when there were challenges around convincing subjects to be part of their study. So how could synthetic data have solved these problems? [2:54] Synthetic data is data that is artificially created and has the same statistical properties as the original data. However, when you generate synthetic data, the process is completely irreversible. [3:50] Without synthetic data, if the world has biased information, you may not see equal representation of people in all places and data that represents them. Phil Bayer, an engineer at Google's Project Guideline, discusses how data bias is no small concern. [6:17] Emna talks about how AI needs to develop new algorithms and methods to detect things and to mimic human behavior, with self-driving cars as an example. [9:07] Phil and his team at Project Guideline are working on a project that allows blind individuals to run outside by detecting a yellow line on the ground. Phil talks about how it all began when a man named Thomas Panek walked into a Google Hackathon and asked if they could help blind people run freely. A few surreal data sets later, Phil was moved by watching Thomas run freely outside. [14:36] Robotic systems might benefit from some virtual reality training, and using 3D environments to train AI on synthetic data is just the tip of the iceberg when we look at what is possible. Peter van der Putten, Director of Decisioning and AI Solutions at Pegasystems, and Prof of Media Technology at Leiden University speaks about how a lot of VR is too perfect, and we can benefit when it has the graininess and character of the real world. [16:57] After Grand Theft Auto 5 was released in 2013, Intel researchers decided to try to make a movie version of the game that would be more photorealistic. They used a machine learning technique that used real-world data. [20:02] Peter's student research has some interesting implications for how AI systems train best in virtual reality. Phil agrees, saying that using VR as a training site for AI just might be the way of the future.   Quotes: “We basically, as consumers or customers of any type, have no privacy at all. So, of course, I wanted to join this mission to build a technology that would eventually give us what is ours back.” - Beatrice 3:15 “Synthetic data can even help us balance out some of the biases we see in the real world. With synthetic data, you can create worlds that sort of you are hoping for, or that you're envisioning.”  - Phil 5:12 “With synthetic data, you can create realistic 3D content and without too much human effort and you can make more areas diverse.” - Emna 7:09 “To see sort of the variety of ways in which someone can be helped by technology —  like this is really powerful.” - Phil 14:11  “A lot of VR is hyper-realistic. It's not that it's not perfect enough. It's too perfect. It's missing the graininess, and the glossy character of the real world.” - Peter 15:58 “The other thing that has been showing a lot of promise in synthetic data is helping to try and remove bias from datasets. And so I think that's another reason why it's growing in popularity.” Phil - 19:40 “We can create less biased AI. We can share our data with confidence in our privacy.” James - 20:31   Continue on your journey: pega.com/podcast   Mentioned:  Grand Theft Auto  Article by the Imperial College London  Beatrice Milik  Emna Amor  Philip Bayer  Peter van der Putten

Have you ever played around with an Instagram or Zoom filter? Maybe you're an experienced gamer who's created and avatar to represent your online identity. That's augmented reality (AR). And, unlike virtual reality, it launches the virtual world into our tangible, physical world. This unlocks infinite opportunities for real people to connect in unique ways. Listen in as our guests, Catherine D. Henry, Senior VP of Growth at Media.Monks, Alan Smithson, co-founder and CEO of MetaVRse, and Galit Ariel, author of Augmenting Alice: The Future of Identity, Experience, and Reality, discuss how brands should embrace the immersive experiences of AR to get ahead.   Key Takeaways: [1:47] What is the metaverse? Catherine tells us that it is essentially a universe where the physical and digital worlds meet. We are already living in it, and AR, VR, and AI bring a multitude of opportunities for both businesses and consumers. It can sound complicated, but Catherine feels it can be truly and deeply magical. [3:40] How do you help build a virtual economy when you don't know the first thing about building a virtual experience? Alan explains how he needed to solve this at his company, MetaVRse. It was his job to make virtual reality experiences easier for anyone to build, which makes them more successful. [4:46] Virtual reality puts us right into the virtual world, but augmented reality casts the virtual world onto the physical world: It brings the movie right onto our very real and tactile lives. [5:20] Galit explains why she loves augmented reality, and how this technology is becoming an indigenous piece to our physical reality. She created a filter called “Being Galit Ariel”, where people could go into Snap and try on her look, full of funky glasses and bright lipstick. During COVID, she found this filter created an easy way for her to represent herself in the comfort of her own home. [8:09] The metaverse can help democratize the internet because there could be less judgment when you don't know who you are speaking with. This allows people to create an identity that they feel really reflects who they are. [10:31] Alan walks us through a tutorial of his MetaVRse platform, and helps us imagine the strange new spaces we might be able to create, whether for art, fun, work, or socializing. [14:01] Galit explains how the wonders of virtual reality might distract us from the beauty and joy that comes from living in our tactile world. [15:30] How will branding and advertising work in these spaces? Brands should get ahead of the trend by being the ones to create their own space, hold events, and engage with fan-created branded experiences. Otherwise, you may have a chicken in Subway trying to sell you a foot-long sandwich. [20:07] Galit explains the need for regulation, even if it slows things down. Companies and users must also be aware of the data that is collected from their extended reality experience, and how it's being used. Not only could your unique digital signature be tracked, but your body language, physical information, and even inside your home. [24:47] We need to make sure that everyone has access to the virtual internet or metaverse, and that people get an equal chance to build their skillsets in order to participate in the virtual economy.   Quotes: [10:20] “I love the creative properties because people build worlds that conform to their wildest imagination.” - Catherine [14:01] “We still have this inherent need to touch and experience things, and if we can add richer layers to this world, the beauty of augmented reality will create a deeper experience of our real world, without losing contact with it.” - Galit [19:09] “Every surface is a potential media content platform. So, we need to think about the different ways in which people are engaging with media and meet them there.” - Catherine [21:57] “I think we all need to kind of buckle up and be more responsible about what we're doing, how we're doing, and why.” - Galit [24:24] “As the metaverse continues to become a more prominent part of our lives, privacy and regulation will become a more prominent part of the conversation. But who gets to participate in that conversation depends on who has access to the tech.” - James [24:48] “We need to make sure that there are standards that allow for everyone to access this virtual internet or metaverse and get an equal chance to build their skillsets to participate in the virtual economy.” - Catherine   Continue on your journey: pega.com/podcast   Mentioned: Catherine D. Henry Media.Monks Alan Smithson MetaVRse Galit Ariel Augmenting Alice: The Future of Identity, Experience, and Reality.

Artificial Intelligence (AI) is all around us. Do you see it? Do you know when you're experiencing it? From your friend suggestions to your thermostat, from chat bots to Google searches, AI is ever-present and always learning. With enough power to help during a global health crisis and enough specificity to help resolve your personal banking dispute, the use cases for AI are truly endless – with opportunities spanning across industries. Three experts, consultant Nia Christian, researcher Peter van der Putten, and CEO and Founder of NewVantage Partners Randy Bean discuss what AI is and where to look for the data that's used to power it.   Key Takeaways: [2:58] What is artificial intelligence, and why should it matter to your organization? AI is already very much immersed in our lives, from social media friend suggestions to driving a Tesla, predictive text, even passport, and ID scanners. AI is everything from Roombas to full-scale robotic, back down to Zoom calls and banking apps. [4:47] AI is an ever-changing definition, but one constant is that the processes require loads of data to build intelligence. AI data processing can save lives if we know what data to look at. [5:41] As a Big Data and AI thought leader, Randy has some important examples of how AI helped in the time of COVID, to accelerate vaccines and help us learn from data. [6:30] For Peter, he is most excited about the impact technology will have on society. He discusses an example of how the Commonwealth Bank of Australia not only used customer data to deliver better customer empathy through AI but built its AI systems around delivering financial well-being. [9:15] Randy explains how organizations must optimize first hand, with an example of working with the US Department of Defense to help them learn how to use their data more effectively in case of a drone strike. [11:48] What data matters, and how can you tell the difference between useful data and excess? Randy explains that it is synergistic, and your digital system must interact with your real-world system, not seek to replace it. We also must plan for how it will affect everyone from our vendors to our customers, employees, and CEOs. [14:49] It will be up to us to take control of how we apply our technology if we want to make sure that our AI programs do not harm anyone. [17:49] The key principle will be to make sure our AI accounts for mistakes and biases, and that it is empathetic and accessible to everyone. [19:08] AI already responds to user values based on clicks and engagement, especially in social media. How does this translate into us holding AI responsible for its “intelligence” and decision-making? Peter suggests that AI is a reflection of our values and our actions, and it's possible we can use that information to foster human connection and support. [22:00] Developing useful and ethical AI means putting in the work ourselves and knowing what your organization or mission stands for.   Quotes: [6:30] “I think what I'm most excited for is all of the people that the technology is going to impact.” - Peter [10:40] “Organizations are drowning in a sea of data, essential data, that could be used more effectively towards their goals, which could have small and large scale implications.” - Jo [12:08] You need to be laser-focused in terms of understanding what data is most important and what data is most crucial.” - Randy [13:39] Whenever new technologies are brought into an organization, people effectively have to change their behaviors. These are things that can take years, and in some instances, even decades.” - Randy [17:23] If we want computers to learn values we aspire to, we must first be clear about what those values are.” - Jo [22:08] “Eliminating biases and implementing AI programs that treat customers and clients the way you'd like to be treated seems to be at the heart of successful data transformation.” - Jo   Continue on your journey: pega.com/podcast   Mentioned: Nia Christian Digital Fastforward Peter van der Putten Randy Bean Fail Fast, Learn Faster

What if you could test run your dream job before entering the workforce? As a scientist in a lab or a marine biologist in the ocean? With the immersive learning capabilities of virtual spaces, some of our youngest students are being given that opportunity. Listen as Jessica Ochoa Hendrix, co-founder and CEO of Killer Snails, a virtual reality company building games for classrooms, along with Dr. Jacquelyn Morie and Dr. Skip Rizzo chat about how immersive learning is the future of education.   Key Takeaways: [1:52] Before she was a technologist, Jessica Ochoa Hendrix was the Director of Organizational Learning at a charter school network called Uncommon Schools. At a secret science club, she saw the beginnings of what it would take to get more young people, particularly young women, interested in science. The beginnings of her company, Killer Snails was then formed as a way to make learning even more immersive and put the students into the role of scientists even further. Jessica and her team created BioDive, a VR game for the classroom, that uses virtual and augmented reality to ensure students are capable of doing the actual tasks that scientists do in the workplace. [4:06] Dr. Morie speaks about how, from the early days, educators looked at VR as a kind of miracle medium. You can make something large or small, and we learn through embodiment. [6:53] Jessica explains where the name Killer Snails came from. Just as deadly as these creatures can be, scientists have been using their venom to create therapeutic drugs, and the dichotomy highlights how science has incredible yet bizarre creatures constantly being studied and explored. [7:32] The biggest challenge, Dr. Morie explains, is keeping up with a technology that is moving at light speed. We need schools to have supportive IT departments, so this technology can seem less daunting and overwhelming for teachers. [12:13] Jessica believes we can use VR to help students and trainees at a new job by creating memorable experiences. This can help students see themselves as future professionals, and spark a passion for fulfilling their career dreams. [14:20] Dr. Skip Rizzo talks about an example of a cognitive variable called mental rotation, where a large sample size of men outperformed women because of the way the task was presented. Noticing these biases as we build VR and augmented reality is extremely important to even the playing field and also debunking age-old biases in education. [19:39] We can use world-building games like Minecraft and Fortnite to help students learn how to collaborate and lead, even with other children across different cities, states, and countries. Dr. Rizzo suggests this has the power to change how we perceive ourselves and one another. [20:53] VR can help promote empathy, inclusion, and show us really what it feels like to walk in the shoes of someone different than us. [22:50] It is very important to make sure that the creators building our virtual worlds are reflecting all of the realities that we currently have. [24:11] VR gives users a deeper sense of agency than if they were watching TV because you are actually choosing your experience rather than being a passive participant.   Quotes: “VR speaks to our embodied self and we learn things through embodying it.” - 5:00 Dr. Morie “You need schools to have a good IT department that can support those teachers and make it less scary, and make their lives a little easier so they can convey the things that they do best to these students. - 10:40 Dr. Morie “It's really important to elicit this kind of emotional response from students and particularly girls and other people who are underrepresented in science to get this kind of emotional response because we want them to remember it.  - 14:25 Jessica “VR experiences are memorable not only because of their pseudo-physicality but because of their ability to evoke powerful emotions.” - 17:48  Jo “I think VR is going to be a powerful force in helping change behavior in a prosocial way in these areas to promote diversity, equity, and inclusion.” - 20:34 Skip “If we are going to be putting people into simulations in which they are intended to have a bodied experience, we need to make sure that all kinds of bodies are being represented.”   - 22:16 Jo “It's not just making a story and putting someone in that story world, it's making an experience where the story arises from a person's choices and actions in that world.”  - 27:05 Dr. Morie    Continue on your journey: pega.com/podcast   Mentioned: Dr. Morie Dr. Rizzo Killer Snails Immersive Research Learning Network Conference BioDive! 1000 Cut Journey

Distance, isolation, and trauma are all too real for many, especially over the last year and a half. From physically isolated elders living in senior care to emotionally isolated veterans back home from deployment, there are so many people Kyle Rand, co-founder and CEO at Rendever, and psychologist, Dr. Skip Rizzo, are looking to help. Tune in to learn more about their vision for changing how we can move forward through connections – with the limitless possibilities of VR.    Key Takeaways: [1:11] For Skip, the key to using Virtual Reality is engaging people in things they can benefit from. Kyle saw VR as an opportunity for empowering seniors and to help broaden their world, especially those in long-term care facilities. [4:23] Skip discusses his work with people who needed cognitive rehabilitation from traumatic brain injuries. He experimented with the game SimCity and found great opportunities in gamifying cognitive rehab even just with the emerging technology in the 1990s. He feels now as though VR's vision has finally caught up to the technology. [6:26] What exactly can VR do for us? It can provide a whole lot more than just entertainment. Kyle's technology helps seniors cross off bucket list items, even visit their childhood home and gives them the opportunity to access memories that can help raise their mood and fight off the doldrums of isolation. [10:15] Kyle shares a story of how VR helped rehab a dementia patient and bring back her happiness and upbeat personality. [13:04] Skip and his colleague Barbara had already built a virtual Vietnam simulation in the late nineties, where patients could go into the environment with supervision from a professional at a pace they can handle. [16:39] Social isolation is as detrimental to one's health as smoking 15 cigarettes and is terrible for all of us, especially in the aging demographic. The pandemic gave many of us a feeling for the first time of being isolated, and VR can act as a tool to allow us to connect with each other, friends, family, and even caregivers. Kyle and his team at Rendever are launching a new study that pairs residents of senior living communities with family members with family members that live at a distance to see how we can better use technology for social health. [18:53] Another profound opportunity is helping those in professions that come with a high amount of stress. Doctors and nurses have the highest suicide rate of any profession, and Skip believes we can take what we have learned from working with veterans and expand it to others. [20:28] Virtual humans? Yes, Skip believes that AI-powered pseudo-people can be placed in VR simulations, and that may be the next step in virtual reality treatment. This can provide all the elements of talking to a real person without any of the judgement or time constraints. [22:18] This industry really takes the mindset that all ships rise together. It's a very collaborative industry and one that is full of creativity. [23:36] We see a future in which virtual reality technology can empower communities to thrive way past the four walls of any building. [24:33] VR isn't just about anywhere, it's about anyone.   Quotes: [1:50] “The key here was engagement, engaging people in things they could benefit from.” - Skip [4:06] “We looked at this technology as this incredible tool that really allows people to connect with the world outside of the four walls that they are confined within.” - Kyle [5:05] We could get multiple seniors to put on these headsets together and share an experience and have that moment of joy, have that moment of happiness together, that gives us a really exciting opportunity to build a relationship and build a conversation, get people to talk and connect through these experiences.” - Kyle [15:50] “There's a lot of power here, and a lot of potential to do good and improve the human experience.” - Skip [22:22] “I think VR will never be as natural as breathing, but VR will be as natural as jumping into a Zoom meeting or turning on Netflix.” - Kyle [23:36] We see a future in which virtual reality technology can empower communities to thrive way past the four walls of any building. - Kyle [24:33] Because VR isn't just about anywhere. It's about anyone. - Jo   Continue on your journey: pega.com/podcast   Mentioned: Rendever Kyle Rand Dr. Skip Russo USC Institute for Creative Technologies

How often do we trust the technology around us? Should we ever? CEO and founder of EMA Advisory Services, Elizabeth Adams wants to know – especially as it relates to AI surveillance. Smart phones, social media, and facial and voice recognition are commonplace for many. But do we know what, if any, ethical considerations shaped their development? That's why Elizabeth is on a mission to fight for ethical, human-centric AI. Join us as we uncover hard truths about the role civic tech plays in our communities.    Key Takeaways: [1:56] Elizabeth, a long-time technologist, shares how she came to be involved in the ethical use of AI. After being part of the working poor for many years, she made a decision to focus on giving a voice to the voiceless. [4:31] How does bias get coded into facial recognition? Systems are sold and trained by law enforcement that can be biased in a way that shows Black and Brown people as more suspicious. This can do irreversible harm to communities that are traditionally discriminated against. [6:00] It's not just facial recognition technology that can be biased and ultimately harmful, it can be other computer vision technologies as well.  Elizabeth discusses the example of how an infrared thermometer used during COVID picked up a firearm image more in darker-skinned users than lighter-skinned ones. When this type of technology is in the hands of governing bodies, this kind of AI can be dangerous to civilians. [6:20] Elizabeth's work with AI is first and foremost about making tech, especially surveillance tech, safe for citizens. That work took root in the city of Minneapolis, where she zeroed in on civic tech initiatives. Elizabeth explains that civic tech is when the government and the community work together on a shared leadership decision around what technology should be used to help govern society. [7:27] Elizabeth discusses the coalition POSTME (Public Oversight of Surveillance Technology and Military Equipment) that she founded in Minneapolis. The murder of George Floyd by former police officer Derek Chauvin in 2020 sent a shockwave across the world. One that resulted in public demand for greater accountability and oversight of the way citizens, and especially communities of color, are policed. As a technologist focused on civic tech, Elizabeth uses her expertise, coupled with the power of advocacy, to make changes to the kinds of tech that police in Minneapolis can use. [10:41] Often, those doing the surveillance are too removed from those being policed. This is especially dangerous for black and brown communities. Because if the police don't know the people they're supposed to be serving, they often fail to distinguish between who is a threat, and who isn't. [13:49] Clearview AI is a facial recognition technology designed for use by law enforcement. When it was adopted by the city of Minneapolis, Elizabeth's coalition discovered the tech was using data in clearly unethical ways. In February of this year, the Minneapolis City Council banned the use and voted unanimously to ban the use of facial recognition technology. Although challenging, this was a big win for Elizabeth and her team. [16:01] So what business does AI-driven facial recognition have in the hands of the law? Elizabeth explains how it could be used for good including everything from helping recover someone lost with dementia, and to identify the perpetrator of a crime. [19:18] Whether it's an issue of bias coded into the AI itself, or just in those using it, we need more attention to the way we govern it, and that needs to start from the design. [20:11] As consumers, we trust new technologies too easily and forget to think about who may be harmed by them. Elizabeth gives the example of Hello Barbie, which was discontinued in 2015 after the AI was powered in a way that could not only speak to kids but listen to them too. [23:02] Elizabeth and other leading technologists have given so much to society but no one has asked what they have given up. Time, educational goals, and personal moments with family all sometimes get lessened by the time it takes to create new and ethical AI that is safe for everyone. [25:20] With endless opportunities to innovate, we need to ask what is its purpose, and who is it serving? How can it bring us together, and who may it potentially hurt?   Quotes: “I made a decision that I would definitely focus on those who are the voiceless, those who have no seat at the table and have no decision-making power or shared decision-making power at the table.” - [2:23] Elizabeth “It starts in the design session with the data. And if the data is not diverse, then the system output will not be able to identify diverse people.” - [4:50] Elizabeth “Often, those doing the surveillance are too removed from those being policed.” - [10:41] Jo “I don't think that we can live in a world post 9/11 here in the US without some sort of surveillance. However, it needs to be ethical. It needs to be explainable. It needs to be trustworthy and transparent. There needs to be some oversight.” - [19:45] Elizabeth “We aren't going to get away from technology, so why not make it as safe as possible?” - [21:57] Elizabeth “With endless opportunities for tech companies to innovate with AI, we all need to start asking more pointed questions about its purpose, and who exactly it's serving.” - [25:40] Jo “The future of ethical AI is going to be determined by our ability and willingness to ask big questions. So we need people in every corner of every industry asking: Is this technology safe? Do we understand how it uses our data? Does it have our permission to use it? Did it even ask us? And if it does, if we say yes, it needs to be because it serves a purpose. Because it serves us all.” - [27:03] Jo   Continue on your journey: pega.com/podcast   Mentioned: Elizabeth Adams: Twitter | LinkedIn EMA Advisory Services Safety Not Surveillance Coalition Joy Buolamwini Coded Bias

The power and scope of distributed cloud can't be understated. It allows our technology – essentially everything connected to the internet or housing our data – to run more reliably and efficiently. But as its power continues to grow, how do we balance its scope with our real needs and our efforts at conservation and morality? Two experts, engineer Malini Bhandaru and author Joe Weinman, dive into the history of cloud computing, its current role in the ever-expanding Internet of Things, and its increasingly complicated future.   Key Takeaways: [1:22] What is distributed cloud and why does it matter? Malini helped write the origin story of today's cloud computer servers and saw the benefit of sharing resources long before working with server solutions was cool. [3:36] We like to have things as a service. Joe weighs in on the power of making computer power as ubiquitous as possible. [5:25] Speed is a critical component of compute power, and it has a significant impact on businesses trying to compete for customer loyalty. [6:02] Compute power in the cloud increased its reliability in the face of natural disasters, allowing the data to go to another server. This resilience will be critical for companies as they prepare for future disruptions in the face of climate change. [6:57] On the reverse side, data and compute processing also has a great impact on climate change as some operations glut energy resources relative to their size. Joe examines the examples of blockchain technologies and bitcoin mining. [7:55] Machine learning is greedy for data, especially in deep neural networks. Malini's advice is to identify the value of the work relative to the cost involved. [8:16] Cloud providers are making an extremely conscious effort to be net-zero. Joe advises caution regarding maximizing the efficiency and utilization of the public cloud and shares global examples of using renewable energy. [9:54] We can be smarter about our smart devices — do we really need to communicate with our washing machines and refrigerators? [10:37] What exactly is the Fog? Also referred to as edge computing, Joe describes it as compute storage and network security resources on virtually every street corner, something that will become more and more essential as we reach close to a trillion devices around the world. [13:08] The internet of things makes fast access to servers necessary — the devices that keep us moving and connected only work because of the cloud. [15:40] As connected clouds are collecting data, processing it and communicating with one another, a fertile space for AI learning is developing. From farm fields saliva samples, collected data makes information innovative, mobile, and dynamic. [18:50] With distributed cloud and edge technology, we have the power to change the world. But are we ready for the responsibility that comes with it? [20:16] Malini weighs in on the positive changes that have come with edge computing.  Maybe this is the answer to fossil fuels, climate change, and a faster more resilient connection for everyone.   Quotes: [1:32] “Machine learning was something I'm interested in because it's amazing to see how we learn and do things.” - Malini [8:10] “We have to think about the value of that work we're doing to the cost that's involved.” - Malini [13:22] “We have all these devices and they're all connected and they only work thanks to the cloud.” - Joe [16:31] “Assuming that data is what feeds this beast, the data has to come from somewhere.” - Joe [18:20] “The world really will experience accelerated innovation through many of these technologies.” - Joe [20:08] “Artificial intelligence has a great opportunity to do amazing things… but there may be challenges.” - Joe [21:46] “Some women have changed the path for us and it's our job to change the path for others.” - Malini   Continue on your journey: pega.com/podcast   Mentioned: Jo Richardson Malini Bhandaru Joe Weinman James Dodkins

In today's seemingly disconnected society, the world of virtual reality is leading us toward more meaningful interactions. But how? Virtual reality pioneer and sculptor, Dr. Jacquelyn Morie, shares her perspective on how immersive virtual environments have the power to bring people together in unexpected ways. Whether its purpose is to facilitate engagement through fun activities or to promote mental or physical healing, find out how the emotional connections built along the way can create a lasting, positive impact.   Key Takeaways: [1:22] 30 years ago, virtual spaces were ghost towns. But Dr. Jacquelyn Morie saw the potential for more in these early virtual worlds. Her aim was to turn virtual spaces into the immersive spaces that she envisioned for her artwork. [4:06] The emotional element was missing from early virtual spaces, and by adding meaning to these spaces, users began to create a context and representation of the culture that will inhabit it. When designing spaces for combat veterans who were dealing with PTSD, Dr. Morie learned that the space needed to be conceived by the veterans themselves to represent their culture. [6:49] How can virtual reality keep people connected to Earth and their loved ones from more than 200  million miles away? The NASA Hi Seas project aims to do just that for astronauts preparing to go to Mars. [10:33] Floating down a virtual river with friends or building a house together just might be the ticket to weathering challenging times in the real world. Dr. Morie weighs in on the benefits of engaging as an avatar in a mindfulness training center for active-duty soldiers. [12:52] VR can also be used as distraction therapy. Snow World provides an effective distraction for children who are receiving pain treatment, resulting in limited opioid use and fewer treatments needed over time. [14:09] Scent is one of the harder VR elements to control, but it's also one of the most powerful. Dr. Morie shares the scent experience that transported her back to her childhood and began her journey to harness the power of scent in VR. [17:20] Accessing deep-seated memories might unlock the mysteries of the brain that science has yet to explain, but smart technologies are still incredibly infantile compared to what our ancient brains are capable of doing. [18:25] Is it possible that VR might be able to help people through their end-of-life journey? Old people's homes are already utilizing Google Maps to take people back to their childhood homes in an attempt to help with their final transition. [19:18] The lines between virtual and actual reality continue to blur, challenging developers like Dr. Morie to continue working on ‘the good stuff' that comes with augmented reality- including virtual humans. [21:50] Making choices is at the heart of the human experience, and while we don't know the future, we can guess about its trajectory and decide who we want to be in the new future of VR.   Quotes: [3:49] “I knew virtual reality could be really effective in a way that nobody was thinking, which was the emotional component.” - Dr. Morie [13:28] “I would say the best use of VR over the last 20 years is for these medical therapies.” - Dr. Morie [13:55] “We've seen so much success in what we can do with virtual reality because it does allow you to help someone change a point of view.” -Dr. Morie [18:14] “We are just beginning to connect what VR can do to what our brain can do.” -Dr. Morie [21:40] “By the end of this, it's really going to be something where it's all just choices that make the most sense for what you're trying to do or learn or be at that point in your life.” -Dr. Morie   Continue on your journey: pega.com/podcast   Mentioned: James Dodkins Dr. Jacquelyn Morie

Hyperautomation is quickly changing how we work – all while the barrier of entry into the tech is slowly lowering. Combined, this all allows more people to take advantage of opportunities in the tech world, while also shaping its future. Hear from Rizel Scarlett, a director at G-Code House who's helping women and non-binary individuals start their careers in tech, and Spotify's Global Intelligent Automation Leader Sidney Madison Prescott. Both touch on their tech origin stories, how the nature of work is evolving, the role hyper-automation is playing through it all, and more.   Key Takeaways: [3:40] Sidney shares how being an outsider in the industry has actually been an advantage in her work with Spotify. She came in with less preconceived notions about the process of hyper automation, and a fresh idea of what it could really mean to hyper automate the process of work. [5:11] The language of the tech world can seem daunting to try and understand. At G{Code} House, Rizel is helping to pave a smoother path for women in tech and nonbinary individuals of color. She helps them rise above imposter syndrome and step into their highest potential. [6:46] Sidney explains exactly what hyper automation is and how it works as an enablement tool. She talks about how it shapes our idea of what it means to be a human in the workforce. [10:27] The pandemic has shifted the nature of how we work, and Botany is an app that uses automation to increase engagement between engineers. Rizel appreciates it for not only increasing the visibility of a person, but seamlessly gathering important information. [14:25] If we can get past the fear of change and our innate trepidation towards disruption, hyper automation can help us be better at our jobs. Sidney speaks to how Spotify is introducing this change to their workflow. [16:57] We can use hyper automation tools, but it isn't a stand-in for the human connections that foster authenticity in the workplace. [18:27] There is power in the vulnerability of saying “I don't know”. Rizel encourages her team to never be embarrassed of staying curious, and admitting when they don't know something. [21:03] New technologies may make some jobs obsolete, but it can also mean new and emerging opportunities. Sidney has her eye on new experiences, and things hyperautomation can help us reimagine the way we work. [22:42] The next era of true innovation and hyperautomation is going to be how we can take what humans can do today and enable us to do it in an augmented fashion. [25:05] Can we rethink what it means to do work and experience the world? Yes, but we have to be willing to question everything. If we want a wider perspective, we have the responsibility to make our workplaces accessible, authentic, and inquisitive.   Quotes: [3:40] “Being an outsider helped me to come in with less preconceived notions about what it meant to look at an existing workflow, optimize that workflow through some sort of automation design.” - Sidney [8:02] “How do we rethink what it means to be a human in the workforce?” - Sidney [12:37] “Automating the little stuff helps, so you can focus on the actual human element of helping that person.” - Rizel [18:05] “We can't always have the answer. And that's more than ok. It's brilliant. The power of saying I don't know comes with the potential to learn and embrace new ideas, in new ways.” - Jo [18:46] “There is a distinct and wonderful culture at Spotify where we are encouraged to bring our authentic selves and uniqueness to the forefront of the work that we do.” - Sidney [19:22] “I see future generations playing a very big role in this, because that disruptive nature and spirit is what's going to enable us to think in these very creative ways about disrupting the business phase.” - Sidney [20:13] “If innovation is what we want, we need to foster a workforce with diverse perspectives. That starts with the hiring process.” - Jo [22:36] “If we want the wider, more encompassing perspective that greater diversity offers-- from more women, from more nonbinary people, more people of color-- we have the responsibility to make our workplaces accessible, authentic, and inquisitive.” - Jo   Continue on your journey: pega.com/podcast   Mentioned: Resilient Coders G{Code} House Botany Rizel Scarlett GitHub Sidney Madison Prescott  

As we continue to reimagine work, hyperautomation – or augmenting our ability to work smarter, not harder – will undoubtedly play a big role. Just ask Lila Benhammou, CEO of Humans 4 Help, who's used hyperautomation to streamline human-focused operations. Or Francis Carden, VP of Digital Automation and Robotics at Pega. Listen as both experts talk about the value of automating intelligently, and the role that RPA, overcoming legacy systems, and learning from digital natives will have as we continue to evolve how we do our jobs.    Key Takeaways: [1:22] What problems can automation help? Lila weighs in on how she and her team at Humans4Help worked with schools across France to make cafeteria enrollment easier. Francis used automation to clean up the tedious process of managing many emails in a company newsletter. [3:38] Automation is about augmenting human workers, not replacing them. It can help us remove some of the boring and repetitive tasks from our jobs. Hyper-automation means automating more intelligently, which is a big distinction from regular automation. [4:22] What exactly is intelligent automation? Francis feels that it is the next round of computerization and the digital revolution the way software needs to work. [6:25] There must be a process for choosing what gets automated, and what doesn't. [9:55] Venmo is a perfect example of a digital native company that is highly automated without the strangulation of legacy debt. [12:23] Companies must face not only the time that it takes for workers to learn new skills, but also welcome a shift of perspective and take a step further than slight alterations or just learning a new skill. Lila explains what this actually looks like in practice. Instead of doing the work itself, we need to supervise the bots doing it. [17:23] Where can a lover of the mundane hide from a hyper automated workplace? Lila explains that we can learn from Kodak's lack of innovation to see how important it is to get in the game of the new way of working. Lila warns us that within 5 years, all companies must innovate, or they are going to die. [19:40] Part of this transformation is going to be learning how to manage the data. The winners will optimize the hyper-automation process while positioning the people and technology at the same level. [20:20] Francis explains how the hyper-automation transformation has barely begun. It is important for the leaders now to mentor the next generations to come. [22:40] Are we prepared for the potential changes hyper-automation may bring to the way we experience experiences? Lila explains why we might not be prepared yet, but if we keep our focus on the future, that day just may be here sooner than we expect.   Quotes: [3:43] “That doesn't mean we're going to steal the work from humans. That means that we're going to augment that ability to work better instead of work more.” - Lila [4:50] “It's the difference between only automating the processes as we do them today, and reimagining processes as they could be done — if we embrace the technologies available to us.” - James [10:45] “I've seen organizations go from being a truly big, monolithic analog company into a digital company in very short order. And that is accelerating. And if you don't do that, your competitors are, and you will just lose out.” - Francis [18:47] “So that new way of working has definitely set up a new game in a way that you have to live with the digital transformation.” - Lila [21:40] “We need people coming out of the education system, believing in this art of the possible, just understanding that it is possible. And then their careers will take off.” - Francis   Continue on your journey: pega.com/podcast   Mentioned: James Dodkins Lila Benhammou Francis Carden Humans4Help Pega Robotic Process Automation

Fay Arjomandi, Founder and CEO of the hybrid-edge cloud platform Mimik, believes in a world where people get protection and payment from their data contribution. Since growing up in a climate of political upheaval, she and her team at Mimik are committed to actualize the democratizing power of digital and give people fair access to distribute and consume information. Fay believes this is the answer to elevating social discourse, providing opportunity, and capitalizing on emerging technology. She speaks with Jo about the features of a hybrid-edge cloud platform, how she started Mimik, and why democratization matters most now, during what some refer to as the fourth industrial revolution.   Key Takeaways: [1:51] Fay Arjomandi has always pointed her compass toward new frontiers. She was a child when the Iranian Revolution upended her life, and this led her to choose a path that felt right to her, despite any opposition. She speaks about how growing up in a world with political upheaval now helps her have empathy, curiosity, and passion in her role as Founder, President, and CEO of Mimik. [3:38] Mimik is Fay's third company, and her first two helped her understand how the traffic pattern of mobile internet and how we consume and share information was about to change. We needed to protect our digital footprint, reduce our digital waste, and have the ability for the cloud to move. Enter mimik access, a test application that can help turn your devices into cloud storage. [4:09] Fay and her team developed Mimik in stealth mode until 2019. Hybrid-edge cloud gives users control of their own data, and democratizes the wild west of cloud data processing. [7:06] COVID-19 became the business justification overnight and the perfect data demand with privacy and scalability at the height of our society's needs. Fay discusses how Mimik's technology can address better and more secure COVID-19 contract tracing. [11:43] Separating users from data is built into our current model, but it's a model Fay hopes to change. If we don't adapt, we have a lot of shame and profit loss coming our way. She and Jo discuss rideshare as an example where workers should be paid for their data contributions, especially as they are being replaced in the workforce. [14:19] After leaving Iran, Fay started her first company, a hair salon in Dubai. From there she moved from Sweden, Turkey, Germany and Canada to become an award winning makeup artist. At 22, someone told her she was too old to go to engineering school, and that sparked a passion in her to prove them wrong and help pave the way for others in the tech industry. [15:58] The core part of Mimk Technology is to enable solutions that are getting developed by giving data control back to the data producers. Fay is optimistic about the future, and sees the landscape as an opportunity. [17:42] We need to participate in digital income generated from our contribution. If this is the fourth industrial revolution, we can learn from ones that came before, and protect the vulnerable and low income from being the most affected. We can build profitable and equitable businesses that allow everyone a fair chance. [19:27] Giving people access to information and the ability to consume information is the answer to elevating social discourse. [21:19] We can save our data like a bank, and get paid for our knowledge as it accrues and builds over time. This not only gives us money, but more control, privacy, and a holistic view of our own usage.   Quotes: [3:05] “I was always trying to find a way to live as who I am, and discover myself.” - Fay [9:49] “I call it living in a glass house naked. That's how we are right now, given everybody is looking at our data.” - Fay [10:37] It's not just about nosy spying, it's about power imbalances, control, and influence. - Jo [23:20] “The future of digital can be a force for good, but it starts by returning data to the people.” - Jo   Continue on your journey: pega.com/podcast   Mentioned: Mimik Blue Origin Declaration of Internet Freedom

We're back and bolder than before. In season 2, we talk to more experts and gain greater perspective on topics like hyper automation, AI and governance, extended edge computing, and much more. Interested in how to future-proof your work, your teams, and your industry? Let's find out together. Tune in to all new episodes of Bold stories. Future focused. beginning September 14th.

In the world of golf, Mel Reid is a decorated player, with six Ladies' European Tour wins and a recent Shoprite LPGA Classic win under her belt. But, she's in the game for more than just trophies and accolades. In this candid conversation, listen as Reid talks about her journey and struggles as a player, the importance of being yourself, and the role technology is having in shaping emerging talent, her efforts to make athletics a more welcoming place for all, and more.   Key Takeaways: [1:37] Women have been breaking barriers in sports before they were even allowed to participate in them. We still have a long way to go, since less than 1% of media coverage is dedicated to women. One of those barrier breaking athletes is golfer Mel Reid, who believes passionately that the more the media covers the amazing things that women and non binary people are doing, the more it will inspire future generations of fans and athletes. [4:13] The NCAA is shifting to cover more of women's sports, but Mel speaks about the need for the media to dig in and commit themselves to more equality and inclusivity. Golf was reinstated as an Olympic sport for the 2016 games, more than 100 years since it was last included. This is great news for the game and for women's sports, but there are still those that aren't thrilled. [6:40] Athletes are real people with real hardships too. Mel talks about the challenging time when she returned to golf but was still grieving the death of her mother. We judge athletes on their performance, but we don't always see the hard work or emotion behind the scenes. [8:05] Mel made her partner publicly known because she was proud to showcase who she was, and who she loves. [9:25] Golf has been historically very exclusionary, where even pros like Mel can be made to feel unwelcome at golf clubs. We need big changes to open up golf clubs for everyone, but also smaller changes like educating staff to make sure they know everyone should be welcomed from the moment they step through the door. [11:15] Are the golf clubs really doing the work they need to become more inclusive? At one famous club, Muirfield Golf, they voted to keep the club men only in 2016, but then opened it back up to women in 2017. [12:56] Existing and emerging technology lets players track their swing and ball speed with more precision than ever before. Mel notes the upside of being able to use this technology, but also expresses concern that the younger generation will hopefully be more well rounded and not have golf as the only facet of their life. [15:12] Ultimately, Pride just means inclusion. Mel is a true believer that we are all human beings at the end of the day, and Pride month is a fantastic month to celebrate inclusion. [16:12] Members of the LGBTQ+ community, especially athletes, have so many situations where they have to come out again and again. It is a constant sharing of their authentic self, a constant telling of a story. The most important tool they need is the ability to be comfortable with themselves, and to hope the world accepts them for who they really are. [17:18] Allies of the LGBTQ+ community can give the biggest gift by just being comfortable with those around them, and support them by treating them with dignity, kindness, and respect. [19:34] Mel hopes that young athletes and fans see how she is comfortable with how she shows up in the world as both an athlete and a human, and think to themselves, “if Mel can do it, I can do it.” [20:13] Those in the LGBTQ+ community deserve to have it all, and that includes Mel and her community of athletes. If they want to have a work and family life, that is their right as well.   Quotes: “Women have been breaking barriers across sports histories since before they were allowed into the game.” - Jo [1:37] “Just because you are an athlete and a woman, doesn't mean you can't do the things that women do as well.” - Mel [3:25] “We have to get that respect from the media in order to grow.” - Mel [4:19] “I think it's our responsibility as athletes to grow the game and invite new people, no matter what your background is, to pick up a club and play golf.” - Mel [6:08] “The younger generation are certainly going to push the older generation, that's for sure.” - Mel [14:52] “I'm a true believer that we are all human beings at the end of the day, and Pride month is a fantastic month to celebrate inclusion.” - Mel  [15:12] “I'm extremely happy and we are going to have all the nice things we are supposed to have in life. If we want a family, we can do that. If we want to get married, we can do that.” - Mel [19:50] “Pride is about so much more than pride. It's generosity. It's inclusivity. It's a true community, and it makes us better.” - Jo [20:23]   Continue on your journey: pega.com/podcast   Mentioned: Mel Reid - Instagram | Twitter | LPGA Athlete Ally  

The future of work will be defined by employee empowerment. The shift in expectations brought on by the pandemic renewed the focus on what it takes for employees to do their best work. And, according to MIT research scientist and future of work specialist Kristine Dery, how we learn to capitalize on this will be a continuous process. Hear her insights on the power of empowerment, the role of analytics in employee performance, and the real benefits of nosiness in the workplace.   Key Takeaways: [1:35] COVID-19 came with some big changes that prompted us to think differently about how we conduct business. This shift has brought our focus from the customers to also showing us the ways we have been neglecting the employee experience. This has been a huge game-changer for a lot of organizations that have been slow to come to the party. [2:30] There are often “blockers” or areas within an organization that prevent employees from doing their best work. For the companies that were already fairly advanced, it's been a great opportunity for them to push through their blockers and really accelerate their efforts to create an employee experience that will enable them to move into the future. [3:03] Kristine likens this push to the future of work like a wormhole that takes us from one space and dimension to the next. It may feel like chaos as we go through it, but it will propel us into a new way of work. [3:42] The pandemic offered us an opportunity to rethink our work design. Clay Richardson of Digital FastForward, talked with us about who is at the center of the design. [4:33] Companies that are more advanced in the digitization of work are creating work in these small identifiable blocks that can be put together in new ways, much like a series of Lego blocks. [5:33] We need a deeper understanding of the ways employees engage with digital. What does it really look like when the employee experience is at the heart of business strategy? [6:38] Maximized comfort for the customer really begins with maximized comfort for the employee. [7:30] Scaling digital fitness across an entire organization can mean a massive culture shift. One of those, Kristen says, is going from talking less about the space of where the working will take place and more about continual and accelerated learning. Rapid learning is one of the biggest changes that we will see, and Kristen estimates that the time devoted to learning in organizations will go from 10-15% to 40%. [10:05] With all the new learning on the horizon, how will organizations create time for it? Kristen said that leaders will have to account for this and it's important to be on the lookout for the speed bumps. The more we can encourage our team to be empowered problem solvers instead of passive participants, the more beneficial for the organization as a whole. [14:05] Speed bumps can even be the technology itself. Ginny Clark, Google's Former Head of Diversity Leadership Hiring program, talks about this. The speedbumps weren't about finding diverse talent, it was about digging into the infrastructure and the process itself. [14:46] As we digitize work, we create a huge amount of data about how our employees work. This calls for analytic minds to combine this data with other work sets to think big and see how we might efficiently reorganize work for everyone. [16:48] Innovation is becoming the DNA of the entire organization, and everyone is responsible for how technology can be best applied. Gary Scholten from Principal echoed that tech is no longer the domain of a separate group, but everyone's responsibility. [19:07] Opening up channels for innovation is more than a strategy. It's also about equity and offering opportunities to more diverse voices and perspectives. The future of work will be dependent on people being empowered to solve problems. If we keep that at the forefront, we are trying to create a workforce in which humans are doing what they are good at, using technology to help customers.   Quotes: “Whatever you are focused on, it has to have the customer and employee at the center. That is where forward design thinking is the superpower. - Clay [3:56] “For those companies that have been accelerating their work in the last 12 months, they are moving way along that digitization of the work spectrum.” Kristine [5:03] “What does it really look like when the employee experience is at the heart of business strategy?” - Jo [5:33] “Maximized comfort for the customer really begins with maximized comfort for the employee.” - Jo [6:38] “If the focus of your conversation right now is only about where work is going to be done, you aren't seeing the bigger picture here.”  - Kristine [7:41] “I would encourage you to shift the conversation away from space and start talking about what it will take to create a workforce that is able to deliver on your strategy.” - Kristine [8:25] “Learning is a constant thread in the conversation about the future of work.”  - Jo [11:26] “New technologies always mean new skills.” - Jo [11:35] “I think this rapid learning idea is one of the biggest changes we will see.” Kristine [11:43] “A lot of it isn't just about identifying underrepresented talent. It's as much about understanding the process and really digging into the infrastructure and what the mechanics are and how people are behaving.” - Ginny [14:09] “As we digitize work, we create a huge amount of data about how our employees work.” Kristine [14:46] “In our newest framework, we actually say we are hostages to heroics.” [15:53] Kristine “Innovation is becoming the entire DNA of the organization. Everyone is responsible for innovation.” [16:52] Kristine “We are the way forward. And that is what the future of work is all about.” - Jo [21:00]   Continue on your journey: pega.com/podcast   Mentioned: Kristine Dery

Evolving a business in the financial services industry can be a steep hill to climb. But Principal Financial reached the summit of digital transformation to become a more customer-centric, knowledge-based, and technology-driven brand. Hear from former CIO Gary Scholten as he breaks down the strategy behind Principal’s digital evolution, what benefits it’s had for their customers, and how it fundamentally changed their employee knowledge base.   Key Takeaways: [1:37] In 2020, Gary retired from an 18-year stint as CIO at Principal Financial. This is rather extraordinary because the CIO role has famously been known as shorthand for “Career Is Over.” [2:15] If you think back to the early 2000s, you will notice a lot of our technology has changed. One of the challenges of embarking on a digital transformation in 2002 was that most of the technology that exists now in our digital world such as mobile apps, clouds, and blockchain weren’t even around yet. As the technology evolved, Gary worked with business leaders to make sure that business strategy evolved as well. At Principal, this meant developing a strategy dedicated to putting the customer experience at the center of their work. [3:35] Gary explains how once you start to develop your technology strategy from the view of the customer, you actually make it more simple. [5:35] Gary’s role as CIO not only entailed pushing Principal to adopt a digital strategy but helping customers and employees access their benefits more easily. These “nudges” were a new kind of customer engagement that helped them take greater advantage of the benefits available to them. In the enrollment process, based on the questions, they could guide users who both wanted to DIY the process and those that desired as much assistance as possible. [7:15] Was it hard for Principal’s employees to adapt to customer-centred digital strategy? Yes, Gary says. When he first started, about 75% of employees were transaction workers and 25% knowledge workers. When he retired in 2020, more than 80% were knowledge-based roles, due to both automation of transactional work and the economy. [9:18] Knowledge-based roles are fundamentally different from transactional, and you need fundamentally different skills to fulfill them well. Gary speaks about redefining job descriptions and hiring practices to prepare for this digital development change. [10:10] Principal rebranded IT to now be more of a technology community where critical thinking and a comfortability around analytics were two important skills. [13:21] We’ve seen attempts at big cultural shifts from many transformers across many industries, but it’s no easy task. Any culture change takes time, but why are financial services so slow to move the needle?  Financial service companies tend to be great at innovation in finance, but digital presents a different kind of innovation. The more they see how this makes the customer's life better, the more they will tend to put resources into efforts that really move the dial. [15:06] Gary shares his advice for CIO’s: get an ally in Senior Management, have a consistent message, and talk in business terms. The CIO should embrace their role and encourage others to get tech-savvy in a welcoming way. Gary also recommends digital immersion trips with management and getting regular feedback. [18:00] Principal was ahead of the curve when virtually the whole world had to shift to remote work overnight, a lot of it thanks to Gary. [20:34] Gary talks about the importance of diversity and inclusion from a workforce perspective at Principal. The war for talent has always been a problem for leadership, and another remedy was to aggressively recruit talent. However, he knew that diversity must be far more than a recruitment strategy. It would take wanting to actively look at unconscious bias, and really knowing that the more diverse a company is, the wider perspective you get. [23:08] So after Gary’s 40 years in technology, does he believe it can make the world a better place? Yes. For example, Principal helps people get ready for retirement, when not many people are soundly prepared for the future. If you make things simple enough and help guide the choices in the right way, it can change the world.   Quotes: “Technology and business strategy should be completely immersed.” - Gary “Technology is not just the responsibility of IT.” - Gary “You need to experiment with what works. You need to let strategy evolve.” - Jeanne “Diversity must be far more than a recruitment strategy.” - Gary   Continue on your journey: pega.com/podcast   Mentioned: Gary Scholten Principal

Necessity is the mother of invention — and after a global health crisis, better ways to curb the spread of germs are definitely necessary. This is what led Dr. Leyla Soleymani and Dr. Tohid Didar to invent RepelWrap, a surface that repels certain viruses and bacteria. Through their research and innovation, learn how business can benefit from the latest advancements of science. Plus, see how new ways of thinking about the future can make it a more productive space for all.   Key Takeaways: [0:31] During the pandemic, one of our daily objectives has become minimizing our exposure to viruses and bacteria. The COVID crisis catalyzed the efforts of Dr. Leyla Soleymani and Dr. Tohid Didar. They knew they had something great with their RepelWrap, and now were presented with a real opportunity to make a societal impact with it. [5:12] The focus on nanotechnology in Leyla and Tohid’s research include SLIPS, slippery liquid-infused porous substances, which are smooth and self-healing. Their inspiration was the pitcher plant, which can lure and trap their prey using their modified leaves and wax that makes the surface very smooth and slippery. This is a perfect example of biomimicry, the production of systems or structures that copy features we find in nature, and using what we learn from the natural world to bring it into innovation and modern technology. [8:42] The implementation of biological features that we can borrow from the natural world could be endless. For example, Velcro was inspired by the spiny hooks on the Burdock plant, and swimsuits after microscopic scales on shark skin. [9:48] In the lab, Leyla and Tohid had the help of a talented grad student who concluded that the RepelWrap needed another layer of structure in order to achieve oil repellency. Then, once they had these three layers, they needed to see how it would perform in the lab when tested, but the challenge was finding the lab space and resources in the middle of a deadly pandemic. [11:56] After adapting their research to real-life applications against MRSA and E. coli, the team got more and more proof that it worked, and that became more appealing to others. To prove that their product would be effective against COVID-19. Unfortunately, the results were inconclusive, but, they will run the test again and again, as this is crucial to how we accumulate data and fact-based knowledge. [16:48] Tohid and Leyla explain why communication in science is critical. There is a captive audience in almost every taxi ride or public interaction, where someone can learn more about the innovation that universities are doing, instead of just thinking the focus is solely on putting out academic papers. [18:35] The process of scientific discovery, like the process of bringing a product to market, requires testing and iteration. Business has a lot to gain from science, not just in terms of innovation and invention, but learning new ways of thinking and how we see the world and the dispassionate gathering of evidence to provide a product's efficacy. [19:39] There is a very interesting possibility in materials science — a bacterium working like a construction team. It may sound like science fiction, but this is what makes the future very exciting. [20:11] Leyla and Tohid hope to get RepelWrap in high touch areas in hospitals such as elevator buttons and the railings of patient beds to protect patients and health care workers. Just remember, the next surface you may touch may be revolutionary.   Quotes: “We need to do more work on saying that all universities are trying to innovate, but so it’s not just about publishing papers.” - Tohid “When we consider the efficiency and complexity of nature, the implementation of biologic features into manufactured and architecture of materials could be endless.” - Jo “I’ve never worked on something like this where there is so much not only scientific interest, but public interest.” - Leyla “It’s the time to make an impact and show that years of investment and science is now paying off.” - Leyla “All of a sudden, this was no longer a nice fancy coating, but a must have thing that people wanted to put on their packages and elevator button and hospital surfaces.” - Leyla   Continue on your journey: https://www.pega.com/   Mentioned: Scientific Reports Dr. Leyla Soleymani Dr. Tohid Didar

The power of AI lies in its ability to find patterns in data. In the era of COVID-19, the copious amounts of data around symptoms, diagnostics, fatality rates, and more offered more data around an illness than ever before, ultimately allowing a vaccine to be generated in record time. Listen as IT expert Stuart McGuigan talks about how far AI has come and the true impact it had in helping make a world beyond the pandemic seem possible.   Key Takeaways: [2:28] Stuart discusses how AI is impacting work and changing industries right now, and how it has been more of a continuous evolution than people may think. He uses an example of a cat identification project to show that in order to have a model, we must have data. [5:00] Stuart has applied AI in research and development at companies like Johnson & Johnson and discusses what considerations are relevant when pharmaceutical companies adopt this type of technology. A pharmaceutical business or medical device might consider AI to shorten the time that it takes to get their breakthrough product to market. They would continue with their clinical trials and efficacy protocols, but getting the product to market safely in a quicker way adds value to customers, shareholders, and society. [7:10] It’s important not just to show that a product is efficacious, but that it has a health economic benefit wherever it is launched. This is where clinical data becomes important, and AI can help to bring life-saving innovations to the market quicker. [10:00] Many people are worried about bringing AI into health care, the pandemic is a very unfortunate yet perfect case study for how we can use machine learning to learn and process information quickly. [13:37] Even smaller companies are able to take advantage of AI, but we usually find that AI is supporting them in decisions behind the scenes rather than making brand new flashy decisions. [14:20] No one should ever feel they are moving fast enough, says Stuart, but are you doing things in the right order? If you “peanut butter” your resources, you are spreading things too thin and not using your resources appropriately. [17:23] Yes, you need accurate and representative data, but there are also important organizational characteristics if you want to make the best of the technology at your disposal. For example, companies have to experiment, but they must have a culture of evidence-based decision-making where they have the courage to pivot and change course if they need to. Second, they must know why customers buy their products, and maybe even more importantly, why they don’t. [19:35] You still need human intelligence to determine a gap in the market, as AI doesn’t know human pain points or what they may feel like. We’re counting on humans to use their intelligence and take advantage of it, and the way AI can help us process data and implement that judgement is a nice marriage. [22:18] Stuart sees AI automating the least interesting things we do that are repetitive which can make our jobs overall more exciting and free us up to do even bigger picture things. More often, fear is born from not understanding how powerful but actually how narrow machine learning is. It’s more like a laser than a spotlight, but we need our human intelligence to know how to properly focus that light. The net effect of AI is enormous, but most applications of AI are behind the scenes, rather than attention-grabbing.   Quotes: “If you don’t have the data, you don’t have the model.” - Stuart “It’s important not just to show that a product is efficacious, but that it has a health economic benefit wherever it’s launched.” - Stuart “These things bring in many cases, life-saving innovation to the market faster, and that’s where the excitement is.” - Stuart “AI isn’t at all like what we see in the movies. Data, machine learning, analytics, that is the stuff of real AI innovation.” - Jo “The secret to effective AI is having great data. You need it to be voluminous, accurate and representative.” - Jeanne “If machine learning is the laser Stuart tells us it is, imagine what else we can do if we just know how to aim it.” - Jeanne “In my mind, AI is one of the most exciting technologies there is. Who hasn’t longed for their own R2D2? It’s hard not to have huge expectations for what AI may do for business and society in the future.” - Jeanne   Continue on your journey: pega.com/podcast   Mentioned: Stuart McGuigan

In this special expert-led episode, author and future of work expert Sophie Wade talks about where we’re headed as an adaptive workforce and the opportunities these changes make possible. She also discusses how a shift toward more diverse and inclusive work cultures will play a major role in how we connect and understand each other as professionals. Plus, listen as Sophie and host Jo Richardson discuss the insights and expertise presented in the first three episodes.   Key Takeaways: [0:57] Sophie Wade is a Future of Work Expert Extraordinaire. In 2016 when she was writing her first book, she realized she needed to make some changes to her work schedule. She would write in the morning before a barrage of emails came in, and adjusted her gym schedule to the afternoon. It helped her understand how to set herself up for success, and that just a few tweaks can be effective and powerful. So many of us would love to do this in our own work, but think it’s more difficult than it actually is. [3:48] We need to include empathy and inclusivity in our decision-making around flex work, especially when we are working in such extremes as isolation during the pandemic. [5:07] As we figure out when we do certain types of work best, we can recognize that in other people. [6:38] Hybrid working is not simple, so it’s important to make a new flexible structure that we can adapt to more easily. [7:10] After listening to the conversations with Daniel, Tom, and Ginny, Sophie’s overarching takeaway was about the idea of proactive measures that we need to be taking now that the future of work has arrived. The old rules must be broken down to include more adaptable frameworks, for example, rewarding team members more on merit rather than just accomplishment. [10:41] In Tom’s episode, Sophie learned that there’s a lot of awareness about the initial bias, but we also need to account for how algorithms need to adapt and change over time. [12:59] In our rapidly evolving economy, it’s too slow to take certain feedback all the way up to the top, wait for a strategy change, and take it all the way down. Trying to work out which pieces can be taken care of closer to the front line requires trust and faith in your employees, but it can be effective and productive. [14:10] It is a shift of ego from the leader to spread responsibility across the organization instead of taking it all on themselves, but this can help prevent burnout which inevitably leads to negative feelings and lower productivity on both sides. [15:36] When Sophie emphasizes the importance of culture, she stresses alignment rather than fit. She points to the episode with Ginny, where she discusses that leaders must be self-aware in order to hire people to know where their blind spots are and hire people that can help. [16:28] When leaders and managers are showing their vulnerability, that will encourage employees to have open dialogue with their leaders, opening up more space for creativity and connection. [19:11] Empathy is called for in the biggest way when it comes to speaking up about racial injustice and showing up as an ally. Empathic leadership means knowing your employees and responding to them in a way that works best for their individual needs. It does not mean trauma sharing. [21:43] Many of us are still learning how to be better allies, and diverse leadership can provide both support and instruction. Sophie feels hopeful for the future, but we continue to need to step back from our assumptions and be more thoughtful about who we are trying to hire and their skills. [23:40] The way we work bleeds into the fabric of our societies. When we bring more inclusivity and diversity into the workplace, hopefully, that will start to ripple more social justice out into the world.   Quotes: “Flex work can help remove structures that exclude people, like old boys networks. Empathy is the foundation of inclusivity.” - Jo “Empathy starts with self-awareness, and awareness about other people.” - Sophie “A more diverse workplace can better represent the preferences and opinions of consumers, and can reward the best individual ideas and contributions over groupthink.” - Jo “Having empathy to try and understand each other is going to be really critical for moving forward.” - Sophie “You need to have people with different cultural backgrounds to bring the correct perspectives. The real perspectives, not imagined.” - Sophie   Continue on your journey: https://www.pega.com/   Mentioned: Transforming Work With Sophie Wade Sophie Wade www.flexcelnetwork.com  

Are robots really taking over? Are our jobs safe from a full technical turnover? The answers are more nuanced than you might think — especially as our relationship to technology and its range of capabilities continue to progress. Tom Davenport, author, professor, and expert on how computing is affecting society breaks down how AI is shaping the work we do. He also shares how our willingness to embrace AI is an important factor in determining its (and our own) potential.   Key Takeaways: [1:56] Tom discusses what a workforce powered by information technology might look like, and whether our fears that AI is coming for our jobs are justified, or not. [3:34] Tom is still a professor at Babson, but much of his work now focuses on how businesses are using the kind of data and analytics he fell in love with while at Harvard, and what AI might mean for jobs. [5:58] Tom discusses what type of changes augmentation instigates. The only people who are likely to lose their jobs are those that refuse to work with AI. [9:45] Will AI lead to a shortage of entry-level positions? Many companies do want entry-level people with years of experience and find themselves turning to AI for help, which may present challenges in competing with augmentation. [14:27] While AI algorithms have the potential to make jobs more interesting, we shouldn’t take for granted that it will do those jobs well. It’s especially important for managers to know how the decisions to augment are made, and how it will affect things down the line. [16:20] There still needs to be that human intervention to make sure we build it into the roles and responsibilities of managers, and we adapt to how things change to not make it even more biased or skewed. [18:58] Tom believes that there are jobs that won’t be transformed by AI. His advice to entry-level workers is to make a binary decision whether you want to work with smart machines or not. If you don’t, you need to find some things AI can’t do yet, such as creativity or unstructured work. [22:42] Tom and Jeanne discuss the worrisome aspect of AI dividing us on social media, and causing even more of a rift between people. Where they do see opportunity, is helping provide people with less expensive but still high-quality education, and access to high-level expertise in finance or health care. Having solid leadership and people in our government dedicated to fair and unbiased AI use could be quite beneficial in the future. [27:01] We each must seize the opportunities and the responsibilities that come with AI providing us with a new and better world. The real opportunity of AI is whatever we make it.   Quotes: “AI may not be having the impacts many of us predicted a decade ago, but it is having real effects on the work we are doing.” - Jeanne “There’s no faster way to lose money than to have a bad algorithm in an automated decision platform.” - Tom “Access to high level expertise is very expensive and AI can make it not free, but a heck of a lot cheaper than it is now.” - Tom “The real impact of AI is whatever we all make it.” - Jeanne “AI may have a little bit of bias, but it is probably a lot less than humans do.” - Tom “I am about as unstructured as you get in my work process, and unstructured work is still one of the great niche areas where AI does not fit very well.” - Tom “We’re talking about algorithms that can inform our decision making, and as long as we think about them that way, we’ll get huge benefits from AI.” - Jeanne “We can recognize that there may be some pain, but it is the natural evolution of jobs. If we are ready to acknowledge that the world is constantly changing and we may have to change it, we will absorb those changes.” - Jeanne “The most important thing about AI is not to let it take charge.” — Jeanne “Bias is a huge opportunity in our world, and AI offers a huge opportunity to tackle it.” — Jeanne   Continue on your journey: https://www.pega.com/   Mentioned: Tom Davenport | The AI Advantage | Toyota Research Institute

Now more than ever, diversity is critical to the hiring process — especially for businesses aiming to represent the depth of talent and human experience across today’s workforce. But equitable hiring, especially in the homogenous tech industry, takes work — work that Ginny Clarke, the former head of Diversity Hiring Leadership at Google, has committed to streamlining. Hear how she transformed the search giant’s senior leadership hiring process from the inside out and created data-driven systems to ensure inclusivity and performance ability to hand in hand.   Key Takeaways: [1:16] When Ginny joined Google in 2016, the world was starting to ask questions about big tech’s homogenous makeup. As the former head of Diversity Hiring Leadership at Google, she was ready to debunk the myth of underrepresented talent. [1:45] Ginny is the author of Career Mapping and also the host of the Fifth Dimensional Leadership podcast. After leaving Google in 2020, she now has a leadership consultation business in which she instructs and advises leaders on best practices and how to make bold changes. [3:29] As soon as Ginny joined Google, she knew she had her work cut out for her to streamline the process of searching for leadership. There were over 850 spreadsheets that called for a deeper and more rigorous organizational system, and also she needed to utilize data to better develop Google’s applicant tracking system. [5:21] Before Ginny took total action, she took a step back to observe. As she watched the younger leaders in their 30’s, she knew they could benefit from coordination and structure to ground them from their swirl behavior. According to Ginny, the young folks appreciated the rigor and the wisdom. [6:41] Ginny and Jo discuss competency-based assessment rather than hiring based on pedigree and experience. Ginny flushed out Google's four attributes (one including “Googleyness”), and instead implemented a library of 60 competency measures that hiring managers could work with. Instead of basing a hiring decision on who the candidate knows or what school they went to, it started to be more based on their abilities. [8:53] How can we use data to inform how we approach inclusive hiring? To access our potential hires in a way that actually yields the most competent people for the job. This may not always be someone who graduated from an Ivy League school. [10:24] Ginny discusses how STEM is one way to pull in more underrepresented candidates, but we need to separate hiring and retention from philanthropy. [12:15] A great leader is able to take stock of prospective employees and discern who is good, better, and best. They are self-aware and able to hire candidates that also help fill in any of their weak points. [14:11] Ginny believes there is a spiritual component of how leaders can take stock of themselves. Self-awareness is lacking sorely and that is one of the core elements of seeing the genius of someone that doesn’t look like them. [17:23] Ginny and Jo discuss the future of companies committing to hiring practices that truly walk the walk when it comes to diversity and inclusion. The new era that COVID has brought in may have made this the perfect time, and it is proven that companies that have diverse teams are more effective and they financially perform better. [20:21] While leadership can be in the conversation that moves these hiring practices along, more junior people have to build both strong networks and resilience. [20:45] Ginny feels the metaphor of needing to go inside for COVID represents our need to look inside ourselves and really make the changes necessary to grow.   Quotes: “There might not be an abundance of underrepresented talent, but if you know what you are doing you can go find it.” - Ginny “A lot of it isn’t just about identifying underrepresented talent. It’s as much about understanding the process and really digging into the infrastructure.” - Ginny “We are all human, but when you are a leader, you need to be as self-aware as you can be.” - Ginny “Defining what we mean when we say “the best candidate for the job” can start to shed a light on how hiring practices are often needlessly exclusionary.” - Jo “Because our systems need an update and we have the technology to do it, we just have to want to do it.” - Jo “People don’t leave bad jobs. They leave bad leadership and bad bosses.” - Jo “Believe in people’s ability to change and grow, but you have to want to. See a different kind of world.”  - Ginny   Continue on your journey: https://www.pega.com/   Mentioned: Fifth Dimensional Leadership | Career Mapping

From criminal records to background checks, there are numerous places where a candidate’s chances for a job can be squandered. But can second chance hiring be as beneficial to businesses as it will undoubtedly be for those given this opportunity? Daniel Okonkwo — attorney, public policy expert, and market manager for community engagement at JPMorgan Chase thinks so, and he’s working hard to reframe how (and who) the hiring process can benefit.   Key Takeaways: [2:46] The “Ban The Box” movement has been around in the US since the 1990s, advocating for the removal of the “Do You Have a Criminal Record” box. It’s a movement in favor of second chance hiring. While Daniel and JPMC banned the box already, they have also found that they were losing prospective talent due to the background check. Daniel explains how they are working with the FDIC to try and get around these regulations. [4:50] When people are employed, there are ancillary benefits including community building and public safety advances. [5:20] Daniel’s work has always been about helping those in need. He worked as a public defender in Miami that then brought him to be part of the team that founded DC Lawyers for Youth. This led him to JPMorgan Chase to which he lends his experience and passion for helping people get back on their feet and showing them that someone does care and believe in them. [8:07] For every person that walked through the door that got hired, they’ve had many other doors shut in their face. The significant barriers to employment are often built on bias, and Daniel sees firsthand how we miss out on a lot of talent and growth. [10:24] Daniel talks about how he measures success and growth. First, how can we expand the options for people with some criminal record, and second, are there policies that can help certain offenses be stricken from your record. [11:32] Daniel discusses the biggest challenges he faces as a leader including the huge scope of the problem, creating institutional commitment, and continued stigma around those with a criminal record. [14:28] What is Daniel’s call to action for how we can help? More discussion regarding the issue, automatic expungement, and getting involved at a policy level. [16:28] Daniel stays grounded and motivated by seeing the impact he makes on people that otherwise may have had a real issue with getting hired. [21:46] At JP Morgan, Daniel and his team want to provide thought leadership and lead by example. They can help others by sharing the tools and insights they have developed not only for financial well-being but how we think.   Quotes: “When people are employed, there are so many ancillary effects from that. From community building, to health, to public safety advances.” - Daniel “There are communities out there that have been under-invested in and under-resourced that as a result of institutional and systemic racism have been left behind.” - Daniel “We really believe that business has a role in making sure people are employed and can be part of an inclusive economy.” - Daniel “Unmaking implicit bias and hiring and training towards an inclusive workforce is an effort that needs a lot of takers. It’s not just holding back potentially great employees from an opportunity; it’s holding back businesses and communities as well.” - Jo “Working to reform a system plagued with implicit bias is vast and demanding.” - Jo “The future of work is about showing what possibilities are out there.” - Daniel   Continue your journey: https://www.pega.com/   Mentioned: Daniel Okonkwo JPMorgan Chase FDIC Just Mercy

In this special expert-led episode, Clay Richardson, CEO and Chief Excelerator of Digital Fast Forward talks about his passion for strategic design thinking and its evolving impact on the future of work. He discusses how taking a more human-centred approach to innovation and technology is driving better business. Plus, listen as Clay and host Jo Richardson discuss the insights and expertise presented in the first three episodes.   Key Takeaways: [1:11] Clay has listened to our previous episodes and is here to give his expert insight and biggest takeaways from what he heard. Episode 1 was with Banu Kannu, co-founder of Uncommon Conferences. Episode 2 was Kumud Kalia, CIO of Guardant Health, and Episode 3 was David Moricca - founder and CEO of Socialive. [2:39] Clay explains why he fell in love with design thinking. He came from a business process management background and saw so many projects and initiatives that died on the vine because it took so long to get results. Design thinking helps jumpstart innovation, get to results quickly, and actually have fun in the process. [3:18] Clay defines design thinking as a set of practices that help leaders and teams move from logical problem solving to creative experimentation. Whatever you are focused on, it has to have the customer and employee at the center. [4:26] One of the research studies Digital Fastforward did with Pega was on designing the future of work. They talked to leaders at 40 different companies and analyzed how they were adapting and came away with a few takeaways. Low tech and low touch ways to ideate and brainstorm, such as Google sheets, helped with collaboration. While some teams were trying to experiment with new ideas very quickly, the low code approach worked in many areas quite well. [7:00] Clay discusses the common themes in the interviews with Banu, Kumud, and David in regards to what innovations leaders should be focusing on now, and the resonance he sees between how they faced the challenge of COVID and the work at Digital Fastforward. [8:07] Clay notes that he appreciated that Banu took it past the “why” and went to the “what for”. David and Banu both made democratizing technology a way to design conversation and participation that really connects its users. As innovation leaders, designing conversations becomes critical. [12:49] Clay discusses how to get meaningful work done during this time by blocking deep work time and minimizing distractions, such as putting the phone away. [16:41] One of the things that Clay noted about Kumud’s growth story was his acceptance of technical debt while trying to ideate and innovate. [19:21] Innovation can be expensive, but design thinking can help us quickly validate that this is something people will actually want to use. [21:47] Productivity has increased by people working from home, according to Clay, the challenge for innovators over the next 3-5 years is coming up with sustained innovation that is not born from a survival situation.   Quotes: “Too often, we don’t approach thinking as a task.” - Jo “Imagining is a critical part of innovating.” - Jo “Wow, people can jumpstart innovation, get to results quickly, and actually have fun in the process. Who knew?” - Clay “What I love about the different stories like Banu’s and David’s is that they took the challenge of COVID and turned it into an opportunity.” - Clay “You have to think about and prep for who is in the room, what are their personalities, and who do you need to pull out?” - Clay   Continue On Your Journey: https://www.pega.com/ Digital Fastforward

For many businesses, the dramatically different working conditions caused by the pandemic presented many challenges. But for one scrappy digital startup, it presented a once-in-a-lifetime opportunity. Listen to founder and CEO David Moricca - whose business Socialive was built to support remote work - speak about stepping up in the moment and making the transition to working-from-quarantine easier for businesses. He shares what he’s learned as a leader and how he sees the way we work changing forever.   Key Takeaways: [1:30] When the pandemic hit, changes needed to be made quickly. While some companies had to fold completely, others got stuck in a holding pattern and still remain there. One scrappy digital start up, Socialive, was uniquely positioned to solve the problem of creating great content in an era of remote work. [3:02] David Moricca is the CEO of Socialive, an enterprise video platform. Socialive makes it refreshingly easy to democratize video content creation across the enterprise. [4:59] David and his team at Socialive did foresee a need for this, but the urgency of the pandemic made it important for them to build the plane as they launched. For example, they already had the capability of creating HD quality isolated feeds of people on their video, but needed to expand their thinking so they could provide any more. [5:38] Socialive saw early adopters not just in small and mid-market businesses, but Fortune 500 companies as well. [7:20] What was it like to be a business owner when the pandemic first hit? David talks about the unprecedented time of trepidation in society, while also knowing his company is uniquely set up to grow for a situation similar to what was happening. [8:55] Screen fatigue is very real. David and Jo predict we will find more ways to get in rest and relaxation between online meetings and virtual work. [09:03] Being in person is still important and special to that sticky connection between team members. David and Jo discuss how company outings may pivot to be more memorable experiences featuring shorter event times and deeper bonding. [10:27] Virtual meetings also will shift. Instead of looking like a Zoom call, they will have shorter watch times to better capture people’s attention. [13:31] There are pros and cons to working remotely and also remote learning for our children. While balancing work/life is tough for parents, not having a commute saves time and money. While children also are missing the interaction with their peers and traditional learning may suffer, they are gaining new digital skills that can better prepare them for the future. [16:07] Would David change anything about how they adapted during the pandemic at Socialive? No. It taught them to be scrappy, and he is extremely proud of his team and their thoughtful way of moving forward.   Quotes: “There are tools out there to help and opportunities to change what was broken about old ways of working.” - Jo “We can source the best talent now, regardless of location and product top notch video content without expensive tools from our homes.” - David “There is still a big value to being in person, and you can’t change that.” - David   Continue On Your Journey: www.pega.com www.pega.com/podcast  

More than ever, brands are conducting bigger-picture business. Besides the bottom line, the importance of leading with purpose, fulfilling their workforce, and making a real impact on the world are driving decisions. But in the hierarchy of decision-making, what does leading with a mission really mean, and are businesses willing to sacrifice to uphold it? Organization theorist Jeanne Ross decided to find out and talks about her findings in discussion with Kumud Kalia, Chief Information Officer at Guardant Health.   Key Takeaways: [0:53] Mobile technology, AI, and the internet have dramatically increased the speed of interaction. As a result, customer expectations have skyrocketed. One fast-growing industry is BioTech, and what more urgent need for digital transformation than saving lives? [3:04] Kumud is a High-Tech Veteran and has led IT departments at major companies such as Cylance, Inc. and Akamai Technologies. Now, as CIO of Guardant Health, he is part of a team leading the efforts to serve millions of patients around the world. [4:31] Adoption is one of the main challenges in any new technology. At Guardant Health, there is an urgency for doctors and oncologists to adopt their offerings. Kumud talks about building trust with doctors through data and FDA approvals, so they can see that investing time and effort into learning will pay dividends as a result. [6:51] Kumud describes the cross-functional teams at Guardant working as fast as possible to save lives. Although the people come from different departments, they each know their clearly defined mission and common objective. They can also work independently and accept accountability for setting their own goals and outlines. [9:25] Why don’t they hire more people? It’s still hard to find the right people to join the team. [10:11] Kumud talks about what he looks for in recruitment. There is still a war for talent, pandemic or not. [13:51] Growing cross-functional teams that are autonomous but aligned takes management a long time to get right. [16:01] Kumud and Jo discuss technical debt in fast-growing companies. There is a balance to getting off the ground initially, but using systems that won’t create too big of an obstacle in the future. [18:44] People and culture can also be an aspect of technical dept. Kumud remarks that our agile teams will help us with technical debt, but it may be tough to recognize. [20:26] Kumud and his team at Guardant are always thinking about how to have the largest social impact. [21:41] Jeanne is optimistic that leaders will thrive in a new environment that relies on digital technology, and we should be excited about learning and opportunities ahead. [23:12] What makes your work meaningful to you? What is the mission behind your work and does it define your company’s choices from the top executives to the janitor?   Quotes: “People don’t do things just because you tell them. They need to feel it. They need to believe it.” - Jo “For us, value is defined by the patient experience.” - Kumud “If you are going to hire smart people, you’ve got to let them do smart things.” - Kumud “The war for talent is only half the challenge of scaling a rapidly growing company.” - Jeanie “The fastest path is not always best for future long term scaling.” - Kumud   Continue On Your Journey: www.pega.com www.pega.com/podcast Guardant Health

Every business’s best laid plans were upended in 2020, forcing new strategies to emerge and capable leaders to step up. One such leader is Banu Kannu, co-founder and head of client empowerment at Uncommon Conferences. When faced with the many shifting priorities of 2020, Kannu cemented the mission of her one-year-old business: to use participant-led gatherings to empower organizations to drive change. Listen as Kannu shares her story of disruptive thinking, her unique perspective on the conference software industry, and her challenge to all the transformers out there.   Key Takeaways: [2:00] Banu launched Uncommon Conferences in 2019 with the goal of poking a hole in the bloated and boring conference industry. She saw this world in desperate need of disruption, and it was her goal to shake things up. [2:24] Banu was born in Singapore and moved to Perth, where her family were first generation immigrants. Her background in business and marketing gave her first hand experience of seeing just how much the conference industry needed consolidation and a more user fun experience. [3:57] The hierarchical way of having conferences is becoming more outdated by the year. We must recognize that almost everyone in the room is a passionate professional with worthy and shareable thoughts and opinions. [5:07] Business school gave her the courage and confidence to start up Uncommon Conferences with co-founder Marcus Magee. They sought to provide a fertile environment for attendees to connect with each other and have fun, and for organizers to feel as though their time and money was well spent. [9:13] Banu discusses how Uncommon Conferences was a good idea in theory when it launched, but they knew something was missing. People liked what they were doing, but they weren’t confirming contracts or deals the way they had expected. This led them to really dig into their why. They questioned not only the “why” behind Uncommon Conferences, but for participants and organizers, and even the conference itself. [13:09] Banu identified three simple conditions to make Uncommon Conferences a must have for clients - complexity, urgency, and tension. [16:26] The pandemic shifted the very nature of conferences and events, and Banu talks about going back to the basics for online webinars to make them engaging, rather than a snooze fest.  [17:56] The democratization of technology has been critical. Moving away from the hierarchical structure of conferences gives us participant led events that drive sustainable change and a landscape of collaboration.   Quotes: “Give the power back to people.” - Banu “There is a pair of scissors at the registration desk and we will snip your tie off. You can’t get any work done in a suit and tie.” - Banu “When did we decide that we need to wait for happy hour to have fun at a conference?”  - Banu “If you are not your truest and most authentic self, it’s going to be very hard for you to be good at anything you do.” - Banu “How much better when diversity, democratization, and inclusion are the values that guide change. What changes are you driving in your world? What old thinking are you disrupting?” - Jo   Continue On Your Journey: www.pega.com/podcast Uncommon Conferences

Real stories from forward-thinkers in business, tech, and beyond. When business changes, it challenges us – and necessarily so. This podcast sets out to see what success looks like when innovative minds rise to new challenges and excel in the face of change. Each episode, hear true stories from the professionals, leaders, and forward-thinkers who have looked past the traditional and into the transformative as they discuss the most pressing topics in business today.   Key Takeaways: [0:11] Working is rapidly changing, and technology is shifting the way we measure success and the way we engage with customers and employees. [1:04] We are your hosts, Jo Richardson from Pegasystems and Jeanne Ross, former Principal Research Scientist at MIT Sloan School of Management. [1:20] The pandemic has accelerated shifts in the workplace that many people have been predicting for years. This is a major time of innovation, yet many people are feeling fatigued and exhausted. We are optimistic that if we work hard and keep learning, things will be better. Technology helps us be more productive and ultimately can allow us a better quality of life. [3:00] There is much interest in what the future of work will look like, and we are so thrilled to explore it in this podcast series. [4:04] The subject matter of inclusion and diversity cannot be addressed in an abstract way, and a lot of organizations are making great strides towards full inclusivity. [5:19] On the episodes to come, we will explore the future of work, the challenges and opportunities we see, and we will talk with some of today’s best leaders out there blazing a path to a better world.   Quotes: “It’s really important not to forget that today we have to be investing for the next big challenge.” - Jeanne “As a society, we learned how to take advantage of technology and thank goodness it was where we needed it when the pandemic struck.” - Jeanne “It’s a major time of innovation. It’s a time for everybody to think about what the future could look like, and what work is going to be like.” - Jo “Many businesses can now no longer just talk about inclusion and diversity in a way that fulfills what they think they should do in an abstract way. People are genuinely passionate and engaged on the subject now and a lot of organizations realize and are making great strides to make sure they are fully inclusive.” - Jo   Continue on your journey: https://www.pega.com/

Real stories from forward-thinkers in business, tech, and beyond. When business changes, it challenges us – and necessarily so. This podcast sets out to see what success looks like when innovative minds rise to new challenges and excel in the face of change.