Podcasts about pegaworld

Today's interview is with Don Schuerman, the CTO at Pegasystems, an industry-leading low-code platform for AI-powered decisioning and workflow automation. Don joins me today to talk about the upcoming PegaWorld 2025 (PegaWorld is taking place at the MGM Grand in Las Vegas from June 1st to the 3rd), Agentic AI (obvs.), how some organizations are implementing agentic solutions and it is causing chaos, a better way to do it, Pega Blueprint, legacy transformation and how to get it right. This podcast is sponsored by Pega. This interview follows on from my recent interview – Starting a resolution revolution – Interview with Tom Eggemeier, Adrian McDermott and Matthias Göhler of Zendesk – and is number 538 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Today's interview revisits and finalises the series of podcast conversations that I had with various folks whilst at Pegaworld earlier this. This episode is a combo affair and features a conversation with Tara DeZao, Director of Product Marketing, AdTech and MarTech, at Pega. It is then swiftly followed by a chat that I had with Simon Thorpe, Director - Global Product Marketing - Customer Service & Sales Automation, at Pega, who is then joined partway through the conversation by James Dodkins, a friend of the podcast and CX Evangelist, at Pega. Fun and games! Our conversations cover my guests' highlights from the event, their perspective on the current state of play in marketing, personalization, customer service, customer experience and the impact of Gen AI on all of the above, amongst a bunch of other things. This interview follows on from my recent interview – Print-era thinking is holding personalization efforts back – Interview with Vivek Sharma on Movable Ink – and is number 515 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. Disclaimer: I partnered with Pega to conduct interviews and provide my perspective on PegaWorld iNspire 2024.

Today's interview is with Cale Urwin, Director, Data, Digital & Marketing Health Services at Bupa. I caught up with Cale recently at PegaWorld in Las Vegas to talk about what stood for him at the event and how Bupa has evolved its customer engagement story and Customer Decision Hub capabilities in Australia from outbound to digital management and surprise & delight strategies. This interview follows on from my recent interview – The ongoing decline of brand loyalty, what's driving it and what should be done about it – Interview with Simon Morris of ServiceNow – and is number 510 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. Disclaimer: I partnered with Pega to conduct interviews and provide my perspective on PegaWorld iNspire 2024.

On this episode of the Six Five On the Road, host Keith Kirkpatrick is at PegaWorld 2024, joined by Wells Fargo's Sangeeta Doss, Operations Executive - Estate Care Center at Wells Fargo, for a conversation on how Wells Fargo is transforming the approach to estate settlement through the integration of empathy and efficiency. Their discussion covers: The challenges faced by individuals and families during the estate settlement process How Wells Fargo's Estate Care Center is leveraging technology to improve the overall experience The role of empathy in financial services and its impact on customer satisfaction Strategies for balancing technological efficiency with personal touch in sensitive situations Future directions for Wells Fargo in enhancing customer care in estate settlements  

Today's interview is with Dr Peter van der Putten, who is Director of the AI Lab at Pega and assistant professor of AI at Leiden University in The Netherlands. I caught up with Peter at the recent PegaWorld to talk about his highlights from the event, how to think about AI using a left/right brain thinking metaphor and what's coming next in the enterprise AI space. This interview follows on from my recent interview – Listening and taking action at scale – Interview with Ron Secrist of Citi and Christina Sansone of Dish – and is number 508 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

We are here at PegaWorld iNspire at the MGM Grand in Las Vegas, Nevada we've been seeing some amazing things, including how AI can transform the enterprise and I've had the opportunity to be hands-on at the Innovation Hub. A study unveiled today at PegaWorld, conducted by research firm Savanta, surveyed more than 500 business decision makers across enterprises worldwide on their understanding and use of AI, as well as the challenges and opportunities they see in successfully implementing the technology. Joining us today is Peter van der Putten, Director AI Lab at Pega, to discuss the meaningful AI in the enterprise and this recently-announced research on the rise of creative and analytical AI within global businesses. RESOURCES Pega website: https://www.pega.com Listen to The Agile Brand without the ads. Learn more here: https://bit.ly/3ymf7hd Headed to MAICON 24 - the premier marketing and AI conference? Use our discount code AGILE150 for $150 off your registration code. Register here: http://tinyurl.com/5jpwhycv Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company Learn more about your ad choices. Visit megaphone.fm/adchoices

We are here at PegaWorld iNspire at the MGM Grand in Las Vegas, Nevada we've been seeing some amazing things, including how AI can transform the enterprise and I've had the opportunity to be hands-on at the Innovation Hub. A study unveiled today at PegaWorld, conducted by research firm Savanta, surveyed more than 500 business decision makers across enterprises worldwide on their understanding and use of AI, as well as the challenges and opportunities they see in successfully implementing the technology. Joining us today is Peter van der Putten, Director AI Lab at Pega, to discuss the meaningful AI in the enterprise and this recently-announced research on the rise of creative and analytical AI within global businesses. RESOURCES Pega website: https://www.pega.com Listen to The Agile Brand without the ads. Learn more here: https://bit.ly/3ymf7hd Headed to MAICON 24 - the premier marketing and AI conference? Use our discount code AGILE150 for $150 off your registration code. Register here: http://tinyurl.com/5jpwhycv Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company Learn more about your ad choices. Visit megaphone.fm/adchoices

On this episode of the Six Five On the Road, host Keith Kirkpatrick is joined by Pega's Matt Healy, Director of Product Marketing, Intelligent Automation for a conversation on how Pega's innovative approach to AI and application development is reshaping industries. Their discussion covers: The evolving role of AI in application development How Pega's Blueprint technology stands out in the market Real-world impacts of Pega's intelligent automation The future vision of AI and automation at Pega Challenges and opportunities in implementing AI solutions in businesses   #Pegaworld #Pegasystems #Pega #AI #BlueprintTechnology #appdevelopment #TheSixFiveOnTheRoad #KeithKirkpatrick #MattHealy #technology

Today's interview is with Don Schuerman, the CTO and Vice President of Product Strategy and Marketing at Pegasystems. Don joins me today to talk about the upcoming PegaWorld iNspire 2024 (PegaWorld is taking place at the MGM Grand in Las Vegas from June 9th to the 11th and there is a money back guarantee!), what he's most looking forward to at the event, the good and bad about the tech offerings out there in the market right now, and why it's the “boring” use of AI that really will help enterprises work smarter and harder amongst other things. This interview follows on from my recent interview – Episode 500: Some reflections on the last 13 years – and is number 501 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Today's interview is with Shelia Anderson, the Chief Information Officer (CIO) at Aflac, a Fortune 500 company that provides insurance and financial protection to millions of policyholders and customers through its subsidiaries in the U.S. and Japan. I met Shelia as part of a recent trip to Pegaworld iNspire held in Las Vegas. Shelia delivered one of the keynotes on the main stage and was talking about Aflac's journey and how they have unleashed the power of Pega AI and automation. After her keynote, I sat down with Shelia for a quick chat for the podcast. By the way, you can watch Shelia's keynote and all of the talks from Pegaworld on-demand here. This interview follows on from my recent interview – The messy middle of customer service revisited – Interview with Michael Ramsey of ServiceNow – and is number 473 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Today's interview is with Tiffani Bova, the global customer growth and innovation evangelist at Salesforce, and the Wall Street Journal bestselling author of Growth IQ. Tiffani joins me today to talk about her new book: The Experience Mindset: Changing the Way You Think About Growth, what is an Experience Mindset, what's the best way to adopt one, why it's important to take a combined customer and employee experience approach, the research that accompanied the development of the book and what's the payoff to adopting an Experience Mindset. This interview follows on from my recent interview – Customer experience (CX) leaders will become the engagement quarterbacks of the future – Interview with Mike Murchison of Ada – and is number 468 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. NOTE: A big thank you goes out to the folks at Pega for sponsoring my podcast this month. We are fast approaching PegaWorld iNspire which is Pega's annual conference that will be held at the MGM Grand in Las Vegas, NV, from June 11th to 13th. This year it will be an in-person event, for the first time in four years, and will bring together experts and industry leaders to demystify technologies like generative AI and intelligent automation They will also illustrate how enterprises can practically apply these technologies to turbocharge productivity, improve low-code app development, and optimize customer engagement. Check out PegaWorld.com to find out more and, hopefully, I'll see you there.

Today's interview is with Mike Murchison, co-founder and CEO of Ada, a leading customer service automation provider. Mike joins me today to talk about how the conventional customer experience playbook is outdated, why brands should be talking to their customers more as they grow (not less), a view on the future of customer experience, what service and support teams will do in the future and how CX leaders are likely to be the quarterbacks of the future. This interview follows on from my recent interview – There's no point having a fast bike, if you don't know how to ride it – Interview with Jerry Haywood of Boost.ai – and is number 467 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. NOTE: A big thank you goes out to the folks at Pega for sponsoring my podcast this month. We are fast approaching PegaWorld iNspire which is Pega's annual conference that will be held at the MGM Grand in Las Vegas, NV, from June 11th to 13th. This year it will be an in-person event, for the first time in four years, and will bring together experts and industry leaders to demystify technologies like generative AI and intelligent automation They will also illustrate how enterprises can practically apply these technologies to turbocharge productivity, improve low-code app development, and optimize customer engagement. Check out PegaWorld.com to find out more and, hopefully, I'll see you there.

Today's interview is with Jerry Haywood, who is the Chief Executive Officer at boost.ai, a leading provider of conversational AI for enterprises. Jerry joins me today to talk about if ChatGPT has become the fastest proprietary eponym or generic trademark in history, why chat-first customer service strategy is the future of the customer experience and how those interfaces will not just be text based, how recent and future advancements from ChatGPT, Bard, Ernie, and ANOther LLMs will change things and the what the future holds for conversational AI. This interview follows on from my recent interview – PegaWorld iNspire: Towards the autonomous enterprise and celebrating 40 years of innovation – Interview with Don Schuerman of Pega – and is number 466 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. NOTE: A big thank you goes out to the folks at Pega for sponsoring my podcast for the coming month. We are fast approaching PegaWorld iNspire which is Pega's annual conference that will be held at the MGM Grand in Las Vegas, NV, from June 11th to 13th. This year it will be an in-person event, for the first time in four years, and will bring together experts and industry leaders to demystify technologies like generative AI and intelligent automation They will also illustrate how enterprises can practically apply these technologies to turbocharge productivity, improve low-code app development, and optimize customer engagement. Check out PegaWorld.com to find out more and, hopefully, I'll see you there.

Today's interview is with Don Schuerman, the CTO and Vice President of Product Strategy and Marketing at Pegasystems. Don joins me today to talk about the upcoming PegaWorld iNspire, how excited Don feels about being back face-to-face again after four years, celebrating Pega's 40th anniversary and 40 years of innovation, the autonomous enterprise, what that means and what it requires as well as generative AI and where he thinks it's likely to have the most impact in the near term. This interview follows on from my recent interview – The promise of generative AI in customer care and the challenges ahead – Interview with Ryan McDonald, Chief Scientist at ASAPP – and is number 465 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. NOTE: A big thank you goes out to the folks at Pega for sponsoring my podcast for the coming month. We are fast approaching PegaWorld iNspire which is Pega's annual conference that will be held at the MGM Grand in Las Vegas, NV, from June 11th to 13th. This year it will be an in-person event, for the first time in four years, and will bring together experts and industry leaders to demystify technologies like generative AI and intelligent automation They will also illustrate how enterprises can practically apply these technologies to turbocharge productivity, improve low-code app development, and optimize customer engagement. Check out PegaWorld.com to find out more and, hopefully, I'll see you there

The Six Five – Insider Edition hosts Daniel Newman and Patrick Moorhead welcome Alan Trefler, Pegasystems Founder & CEO. Their discussion covers: The autonomous enterprise's ability to combine people and tech to deliver benefits to businesses and customers Unique value proposition of Pega's unifying AI-powered engine Business value of automation powered by AI  Insights on Pega's upcoming event, PegaWorld iNspire in June If you are interested in attending PegaWorld, register here: https://www.pega.com/events/pegaworld #PegaWorld #sixfivewebcast #sixfiveinthebooth #AI #PegaWorld #automation #autonomousenterprise Disclaimer: This show is for information and entertainment purposes only. While we will discuss publicly traded companies on this show. The contents of this show should not be taken as investment advice.

On this episode of The Six Five – Insiders Edition we are joined by Alan Trefler, CEO of Pegasystems for a conversation on the upcoming PegaWorld iNspire — a 2 and half hour virtual event on May 24, 2022. Their conversation covered: What attendees can expect from PegaWorld Some of the key themes that will be covered A dive into Pega and low code How Pega is bringing AI and automation together If you'd like to register for this year's PegaWorld iNspire you can do register here. And don't forget to subscribe to The Six Five webcast so you never miss an episode.

Today we're joined by Rob Walker, VP of decisioning & analytics and gm of one-to-one customer engagement at Pegasystems. Rob, who you might know from his previous appearances on the podcast, joins us to discuss his work on AI and ML in the context of customer engagement and decisioning, the various problems that need to be solved, including solving the “next best” problem. We explore the distinction between the idea of the next best action and determining it from a recommender system, how the combination of machine learning and heuristics are currently co-existing in engagements, scaling model evaluation, and some of the challenges they're facing when dealing with problems of responsible AI and how they're managed. Finally, we spend a few minutes digging into the upcoming PegaWorld conference, and what attendees should anticipate at the event. The complete show notes for this episode can be found at twimlai.com/go/573

In this episode of the Futurum Tech Webcast, principal analyst Shelly Kramer sat down with Pegasystems' CTO Don Schuerman for a conversation about what's new, and what's next in transformative tech and a glimpse into what's ahead at Pega's PegaWorld iNspire 2022 event.   You can register for PegaWorld iNspire 2022 here – it's free, accessible on demand if you don't catch it live, and well worth your time to check out.  

Today's interview is with Don Schuerman, the CTO and Vice President of Product Marketing at Pega. Don joins me today to talk about resiliency, focus, reducing complexity, how tech can help, what lessons he has learned from the pandemic, the upcoming Pegaworld (www.pegaworld.com) and who he is most looking forward to hearing speak. This interview follows on from my recent interview – Busting some CCaaS and CX technology myths – Interview with Vasili Triant of UJET - and is number 425 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. NOTE: A big thank you goes out to the folks at Pega for sponsoring my podcast this month. Pega is a low-code platform for AI-powered decisioning and workflow automation. It's scalable architecture helps the world's leading organizations work smarter, unify experiences, and adapt instantly – so they're always ready for what's next. Check out the latest from Pega at their annual conference, PegaWorld iNspire, which will focus on how to address constantly shifting perspectives in an ever-evolving world, including guidance, strategies, and powerful tools to achieve resiliency in the face of rapid change. Agenda and registration details can be found at pegaworld.com. The event will be held virtually on May 24 from 9:00 a.m. – 11:30 a.m. EDT for the Americas and Europe and again on May 25 from 10:00 a.m. – 12:30 p.m. AEST for Asia Pacific.

Minter Dialogue Episode #424Peter van der Putten, Director of Decisioning & AI Solutions at Pegasystems, a company that delivers innovative software designed to increase customer lifetime value, streamline service and boost efficiencies of their business client. A specialist on responsible Artificial Intelligence, Peter's also Assistant Professor of Data Mining & Creative Research at the Leiden University in The Netherlands. In this conversation, we dive into using Artificial Intelligence in business, discussing the state of play of AI, how to build and use AI systems in big business with an aim to drive performance and improve the decision-making process at scale, with an AI that is responsible, understandable and trustworthy. Pega's mission is to help its clients "crush complexity." We look at how this happens and how companies can integrate ethics, values and trust into their AI systems.        If you've got comments or questions you'd like to see answered, send your email or audio file to nminterdial@gmail.com; or you can find the show notes and comment on minterdial.com. If you liked the podcast, please take a moment to go over to iTunes or your favourite podcast channel, to rate/review the show. Otherwise, you can find me @mdial on Twitter.Support the show (https://www.patreon.com/minterdial)

Today's interview is with Don Schuerman, the CTO and Vice President of Product Marketing at Pegasystems. Don joins me today to talk about customer experience and digital transformation, what sort of grade he would give us for our performance through the pandemic, the need for more fluidity, the response to the need for greater empathy in customer and employee interactions, the collapse of the gap between rhetoric and activity, not losing the lessons of 2020, crushing complexity, what we have leaned about leadership and technology that we can carry forward and lastly the upcoming Pegaworld (www.pegaworld.com). This interview follows on from my recent interview – Customers are like chameleons – Interview with Professor Michael R. Solomon — and is number 386 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. NOTE: A big thank you goes out to the folks at Pega for sponsoring my podcast this month. It's almost time for PegaWorld iNspire, the annual conference from Pegasystems. Join them online for free on May 4 from 9 a.m. – 11:30 a.m. Eastern Time (that's 2 p.m. – 4:30 p.m. UK time) to learn how the world's most impactful companies are driving digital transformation. They'll have compelling keynotes, demos, and case studies in a highly interactive virtual format and a few surprises as well. Go to www.pegaworld.com to register for free and check out the full agenda. I've attended the last several PegaWorlds in person, and virtually, and I can't recommend it highly enough, so go register today! That's www.pegaworld.com

In this new episode of the Futurum Tech Webcast, Interview Series, I'm joined once again by Don Schuerman, the CTO of Pegasystems. As a preview of Pega's upcoming Pegaworld iNspire 2021 event, which is being held this coming Tuesday, May 4th from 9am to 11:30am EDT, I wanted to corral Don and talk a little bit about what's going on in the industry, what's new and exciting at Pega, and what kinds of problems they are solving for their customers. For starters, Don and I talked about low code and its proliferation within the industry as a whole. As someone who's covered both the automation industry and Pega for a number of years, I first heard about low code functionality from the team at Pega — they were definitely forging an early path there. Today, it's obvious that low code is not only catching on, but that's a key driver facilitating the rapid digital transformation that organizations are working toward today Don and I had a great conversation, covering: What's causing the dramatic shift for everyone to become a low code user or provider. Some business use cases of low code, including real world client examples. We explored Pega's offering in the low code space and the impact the booming interest in low code is having on Pega's business. What customers saying about the use of low code and how whether they are full on embracing it, dipping their toes in the water, or thinking about next steps, they are seeing great results. Why certain industries are more apt to be drawn to low code. Why low code is attractive to enterprises today, as something that tech savvy employees understand and enjoy getting the opportunity to immerse themselves in, as well as for those who are interested in providing reskilling and upskilling opportunities for the workforce Bottom line, if you're thinking about the benefits of low code and how integrating process automation can change everything about your organization's digital transformation journey, I encourage you to make time to register and attend the Pegaworld iNspire 2021 event next Tuesday from 9:00am to 11:30am EDT. You can learn more about the event and register for free here. And hopefully I'll see you there. Lastly, if you're interested in digital experience and providing best-in-class experiences tailored around the customer journey for your customers, check out my recent interview with Pega's Jeff Nicholson, VP of CRM Product Marketing. If customer service is your focus, I think you'll enjoy this conversation. You'll find it here: Pega's Take on Digital Experience: What's Ahead in a World Powered by Autonomous Customer Service

In this episode of the Futurum Tech Webcast, Interview Series, I had a fascinating conversation with Jeff Nicholson, the VP of CRM Product Marketing for Pegasystems about digital experience and what's ahead in a world powered by autonomous customer service. Our discussion centered on the future of customer service, especially as it relates to digital experience, the ever-changing world of customer expectations, and how autonomous customer service is a game-changer. Pega's Take on Digital Experience: What's Ahead in a World Powered by Autonomous Customer Service In our conversation about digital experience and a look at what's ahead in a world powered by autonomous customer service, Jeff and I touched on: What is today's digital experience and what that looks like — for both customers and for the brand side. How the landscape of customer experience has changed, not only in the last handful of years, but also how that's been impacted by the impact of a global pandemic. The change in customer expectations and how brands are shifting to address those expectations. The role technology plays in the customer journey (and meeting customers where they are, when they need it). What kind of technology is needed to most efficiently, most effectively, allow brands to do that. How COVID-19 has changed customer demand, buying preferences, and customer loyalty and what brands are doing to step up and adapt to those changes. And we explored autonomous customer service and where this technology fits in the customer engagement timeline? As always, my conversation with Jeff was a fascinating one. He also shared some customer use cases that you'll find valuable, so I encourage you to dive into this one. If you're focused on improving the customer journey and customer experience within your organization, if you'd like to learn more about autonomous customer service and how you can employ it to deliver better, more efficient customer service and empower your team to both do more and enjoy their jobs more, I encourage you to make time to register and attend Pega's upcoming Pegaworld iNspire event on May 4th from 9:00 to 11:30am EDT. The event is a virtual one and I can promise it will likely be the best, most interesting virtual event you attend this year. Register for free here and I'll see you there!

PegaWorld, the annual event put on by Pega, a leading customer engagement and process automation platform provider, will be taking place virtually on May 4th. And earlier this week my CRM Playaz co-host Paul Greenberg and I had the opportunity to hold a LinkedIn Live conversation with company founder and CEO Alan Trefler to talk about the event a lot more leading up to the event. Actually, “a lot more” may be an understatement when it comes to speaking with Trefler as there are so many areas you can delve into with him. Not only is he still at the helm of the company he founded back in 1983, he’s having a lot of fun while also leading Pega to cross $1 billion in annual revenues for the first time last year. He credits a lot of Pega’s success to the lessons he learned working in the family’s restoration business – which will be celebrating its 100th year anniversary next year. He’s also a chess master and an accordion player. So Paul and I covered a lot of bases in our time with Alan, and below is an edited transcript of a portion of our conversation. To hear the full discussion click on the embedded SoundCloud player.

Technology doesn't stop during a pandemic.  Because of that, VMware needs to stay connected to customers and showcase its multi-cloud technology.  But in the B2B industry, which is traditionally driven by in-person events and marketing, building relationships and growing leads virtually poses a challenge.    VMware CMO Carol Carpenter stepped into her role in the middle of the COVID pandemic and had to quickly move to virtual marketing. Although there have been challenges, she says B2B marketing during a pandemic has also had some positive impacts.  The root of Carpenter's marketing approach is communication and data. She aims to over-communicate, both to her team of more than 700 people and to customers and prospects. Her team also relies heavily on data—especially during the pandemic—to track its progress and tailor experiences and marketing campaigns that resonate with customers. Carpenter says being able to understand a customer's needs, thoughts and values is crucial.  As marketing shifted online, Carpenter's team unleashed its creativity. Using communication and data as a foundation, it moved traditionally in-person events to virtual venues. VMware has hosted events like chocolate tastings, whisky tastings and concerts with famous musicians. As a bonus, customers and prospects are able to include their families, which adds to the relationship-building.  Moving online has allowed B2B marketers to better engage their prospects and clients. In the physical world, a company can track who attended a dinner and event. But it can be difficult to know if the person was actually engaged or interested in the product.  When things move online, however, companies can track who participated, what they looked at, who they talked to and what they talked about. It provides a much fuller picture of what each person did at the event and allows marketers to follow up with specific questions and comments.  Although in-person events have paused, Carpenter says B2B marketers still have incredible opportunities to build relationships when they focus on communication, data and creativity.  COVID has brought challenges for all industries, especially B2B, but marketers around the industry and at VMware are finding the positive, pivoting and keeping their companies moving forward. *Sponsored by Pegasystems #PegaWorld  It's almost time for PegaWorld iNspire, the annual conference from Pegasystems. Join them online for free on May 4 from 9 a.m. – 11:30 a.m. Eastern Time to learn how the world's most impactful companies are driving digital transformation. They'll have compelling keynotes, demos, and case studies in a highly interactive virtual format and a few surprises as well. Go to www.pegaworld.com to register for free and check out the full agenda. I've attended the last several PegaWorlds in person, and virtual, and I can't recommend it enough, so go register today! That's www.pegaworld.com. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. Sign up for her new course here. For regular updates on customer experience, sign up for her weekly newsletter here.  

Like everybody else I’m attending a bunch of virtual events that were originally supposed to be physical conferences. And, like everybody else, I’ve attended a number of really bad virtual events… because the organizers didn’t change the structure of their event to take advantage of what could be done in a virtual event world. One company that did rebuild their physical event into a successful virtual conference was Pegasystems, a leading customer engagement and process automation platform. Having attended a number of physical PegaWorld events over the years, the changes to “virtualize” the conference were noticeable, and made it feel very much like it was built from the ground up for experiencing the conference differently than if you were sitting in a 10,000 seat auditorium at MGM in Vegas. And it worked. My CRM Playaz co-host Paul Greenberg and I had a chance to sit down (virtually) with Don Schuerman, Pega’s Chief Technology Officer and Master of Ceremony for PegaWorld, to hear from him how they were able to successfully go from physical to virtual. And also hear how some of the lessons learned from the experience are transferrable into broader digital transformation efforts companies of all sizes are beginning to undertake due to the coronavirus pandemic.

Top Takeaways:-      Even before the world was disrupted by a pandemic, customer service was hard. Customers already thought customer service took too long in terms of hold times and time to resolution. Customers’ expectations have now increased, driving the need for better customer service up even higher. -      There is a higher volume of customer service calls since the pandemic began. Companies and agents need to improve their customer service strategies to effectively handle the volume. -      According to Pega’s recent report, 4 Steps to Exceptional Service Strategy During Disruption, there are four areas of major concern among businesses right now. They are as follows: 1.   How do we show empathy for customers during this time? You must have good self-service strategies available for your customers. You must also be present with them on the channels they want to communicate on. Implement proactive service strategies and act with empathy. 2.   How do we show support for agents during this time? Everything changed for employees and agents, too. Strategies include guided workflows, coaching, augmenting tools that support remote collaboration and applying analytics to improve areas of unproductivity. 3.   How do we keep an eye on our costs? Conveniently, many strategies for improving the customer and employee experiences are also effective at reducing costs. Beware of cutting costs in areas that will negatively affect the customer experience—that will harm your business in the long run. 4.   How do we protect our profits? You must look through an empathetic lens. Work with your customers (and employees) to find solutions that work for both the customer and the business. Protect your profits, but also do right by your customer. -      Make your employees’ jobs easier by providing them a “channel-less” experience—allowing them to interact with and assist customers on any channel from a single program or application. -      Put the right strategies in place from the beginning so you don’t have to re-do temporary fixes later. -      Pegasystems’ annual event, PegaWorld, will be held virtually this year on June 2. For more information and to register, go to the Pega website. Quote:“Your agents aren’t available 24/7, but your customers are.” About:Jeff Nicholson is the Vice President of CRM Product Marketing for Pegasystems, where he leads the company’s CRM market vision and strategy. He is a recognized customer engagement thought leader who has been featured in numerous publications. Learn more about your ad choices. Visit megaphone.fm/adchoices

Today's interview is with Rob Walker, Vice President Decision Management and Analytics at Pegasystems and is responsible for the company's suite of predictive decisioning technologies. I had a chat with Rob at Pega's annual customer event: Pegaworld 2016 to find out more about what makes Pega different and a bit more about their analytics and decisioning technology, how it can be applied and how it can improve the customer experience. This interview follows on from my recent interview – Most personalisation initiatives fail to improve customer experience – Interview with Jan Jensen of CXense – and is number 184 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and delivering great service and experience to their customers.

Today's interview is with Kerim Akgonul who is Senior Vice President of Products at Pega and is responsible for the company's suite of Customer Relationship Management (CRM) applications. I had a chat with Kerim at their annual customer event: Pegaworld 2016to find out more about what they are up to, what makes them different and how they are fast becoming the big, new challenger in the CRM space. This interview follows on from my recent interview – Your people know the best ways to improve your organisation – Interview with Cathy Brown of Engage For Success – and is number 182 in the series of interviews with authors and business leaders that are doing great things, helping businesses innovate and delivering great service and experience to their customers.

Customer engagement, AI and GDPR Article 22 - Interview with Jeff Nicholson of Pega, Vice President, CRM Product Marketing at Pegasystems, a leading provider of software for customer engagement and operational excellence. I spoke to Jeff at Pegaworld, Pegasystems' customer event in Las Vegas in early June, where we talked about GDPR, what it means, its impact and reach and what firms should be doing and keeping in mind in this new GDPR era. This is the third of three interviews that I conducted at Pegaworld.

Relevance, personalization and what many firms are missing when it comes to GDPR - Interview with Dr. Rob Walker, Vice President, Decision Management and Analytics at Pegasystems, a leading provider of software for customer engagement and operational excellence. I spoke to Rob at Pegaworld, Pegasystems' customer event in Las Vegas in early June, where we talked about customer relevance, personalisation, artificial intelligence, GDPR and what firms should be focusing on in this era of constant change. This is the second of three interviews that I conducted at Pegaworld (like last year) so look out for the final one coming out in the next couple of weeks.

Digital transformation and the pursuit of customer centricity: Lessons from the frontline - Interview with Martijn Gribnau, Chief Transformation Officer, at Genworth Financial, an S&P 400 insurance company that is focused on providing long term care insurance, life insurance, annuity retirement solutions and more. I spoke to Martijn at Pegaworld, Pegasystems' customer event in Las Vegas in early June, where we talked about digital transformation, the pursuit of simplicity, customer centricity and leadership behaviour.

Today's interview is with Tom Libretto, Senior Vice President and Chief Marketing Officer at Pega. I caught up with Tom at Pega's recent customer event, Pegaworld, in Las Vegas and we grabbed a few minutes to talk about Pega's recent research report: 2019 global customer service insights: The good, the bad, and the ugly, what they found out and what lessons organisations should be learning and what they should be doing differently.

Becoming more empathetic can be hard. Pega's new AI-powered Customer Empathy Advisor aims to help - Interview with Rob Walker, Vice President Decision Management and Analytics at Pega. I caught up with Rob at Pega's recent customer event, Pegaworld, in Las Vegas and we grabbed a few minutes to talk about his keynote presentation, Pega's upcoming Customer Empathy Advisor, what empathy is and the value of being more empathetic in customer experience.

If I had to pick one overarching theme from the 15 or so CRM industry events I’ve attended so far this year it would probably center around the crossroads of where automation and AI intersect. And during last month’s PegaWorld user conference I had a chance to speak with the founder and host of the very popular This Week in Machine Learning and Artificial Intelligence podcast Sam Charrington, who in just over three years has over five million show downloads. Sam shares his thoughts on we are today with technologies like machine learning, AI and natural language processing, and how companies are just scratching the surface in putting these tools to work to improve all aspects of their businesses, but have to be implemented with the proper perspective. And he also addresses another theme that I heard addressed at multiple conference this year; how AI will eventually lead to AE, artificial empathy.

In this week's episode of Analytics Neat we discuss Google's acquisition of Looker and recap some interesting topics from PegaWorld.  What do global CEOs think of AI?  How is Iron Man saving the world? All of this and more in this week's episode of Analytics Neat.  Thanks for listening! iTunes: https://itunes.apple.com/us/podcast/analytics-neat/id1350608276?mt=2 Spotify: https://open.spotify.com/show/2DIz7pDt5IYA2VJ86LbaK3 Google Play: https://play.google.com/music/m/Iaeur7hjizv7s654nbcsfgtxsmq?t=Analytics_Neat Continue the conversation on Twitter with #AnalyticsNeat https://twitter.com/BillBruno https://twitter.com/AnalyticsNeat Visit BillBruno.com

You might have seen the news yesterday that MIT researcher Katie Bouman produced the first image of a black hole. What’s been less reported is that the algorithm she developed to accomplish this is based on machine learning. Machine learning is having a huge impact in the fields of astronomy and astrophysics, and I’m excited to bring you interviews with some of the people innovating in this area. Today we’re joined by Yashar Hezaveh, Assistant Professor at the University of Montreal, and Research Fellow at the Center for Computational Astrophysics at Flatiron Institute. Yashar and I caught up to discuss his work on gravitational lensing, which is the bending of light from distant sources due to the effects of gravity. In our conversation, Yashar and I discuss how machine learning can be applied to undistort images, including some of the various techniques used and how the data is prepared to get the best results. We also discuss the intertwined roles of simulation and machine learning in generating images, incorporating other techniques such as domain transfer or GANs, and how he assesses the results of this project. For even more on this topic, I’d also suggest checking out the following interviews, TWiML Talk #117 with Chris Shallue, where we discuss the discovery of exoplanets, TWiML Talk #184, with Viviana Acquaviva, where we explore dark energy and star formation, and if you want to go way back, TWiML Talk #5 with Joshua Bloom which provides a great overview of the application of ML in astronomy. Thanks to Pegasystems for sponsoring today's show! I'd like to invite you to join me at PegaWorld, the company’s annual digital transformation conference, which takes place this June in Las Vegas. To learn more about the conference or to register, visit pegaworld.com and use TWIML19 in the promo code field when you get there for $200 off. The complete show notes for this episode can be found at https://twimlai.com/talk/250.

Today we’re joined by Dan Schrider, assistant professor in the department of genetics at The University of North Carolina at Chapel Hill. My discussion with Dan starts with an overview of population genomics and from there digs into his application of machine learning in the field, allowing us to, for example, better understand population size changes and gene flow from DNA sequences. We then dig into Dan’s paper “The Unreasonable Effectiveness of Convolutional Neural Networks in Population Genetic Inference,” which was published in the Molecular Biology and Evolution journal, which examines the idea that CNNs are capable of outperforming expert-derived statistical methods for some key problems in the field. Thanks to Pegasystems for sponsoring today's show! I'd like to invite you to join me at PegaWorld, the company’s annual digital transformation conference, which takes place this June in Las Vegas. To learn more about the conference or to register, visit pegaworld.com and use TWIML19 in the promo code field when you get there for $200 off. The complete show notes for this episode can be found at https://twimlai.com/talk/249.

Today we’re joined by Rob Walker, Vice President of Decision Management at Pegasystems. Rob joined us back in episode 127 to discuss “Hyperpersonalizing the customer experience.” Today, he’s back for a discussion about the role of empathy in AI systems. In our conversation, we dig into the role empathy plays in consumer-facing human-AI interactions, the differences between empathy and ethics, and a few examples of ways empathy should be considered when building enterprise AI systems. What do you think? Should empathy be a consideration in AI systems? If so, do any examples jump out for you of where and how it should be applied? I’d love to hear your thoughts on the topic! Feel free to shoot me a tweet at @samcharrington or leave a comment on the show notes page with your thoughts. Thanks to Pegasystems for sponsoring today's show! I'd like to invite you to join me at PegaWorld, the company’s annual digital transformation conference, which takes place this June in Las Vegas. To learn more about the conference or to register, visit pegaworld.com and use TWIML19 in the promo code field when you get there for $200 off. The complete show notes for this episode can be found at https://twimlai.com/talk/248.

Today we’re joined by Tom Szumowski, Data Scientist at URBN, the parent company of Urban Outfitters, Anthropologie, and other consumer fashion brands. Tom and I caught up recently to discuss his project “Exploring Custom Vision Services for Automated Fashion Product Attribution.” We start our discussion with a definition of the product attribution problem in retail and fashion, and a discussion of the challenges it offers to data scientists. We then look at the process Tom and his team took to building custom attribution models, and the results of their evaluation of various custom vision APIs for this purpose, with a focus on the various roadblocks and lessons he and his team encountered along the way. Thanks to Pegasystems for sponsoring today's show! I'd like to invite you to join me at PegaWorld, the company’s annual digital transformation conference, which takes place this June in Las Vegas. To learn more about the conference or to register, visit pegaworld.com and use TWIML19 in the promo code field when you get there for $200 off. The complete show notes for this episode can be found at https://twimlai.com/talk/247.

Today we’re joined by Peter Wittek, Assistant Professor at the University of Toronto working on quantum-enhanced machine learning and the application of high-performance learning algorithms in quantum physics. Peter and I caught up back in November to discuss a presentation he gave at re:Invent, “Pragmatic Quantum Machine Learning Today.” In our conversation, we start with a bit of background including the current state of quantum computing, a look ahead to what the next 20 years of quantum computing might hold, and how current quantum computers are flawed. We then dive into our discussion on quantum machine learning, and Peter’s new course on the topic, which debuted in February. I’ll link to that in the show notes. Finally, we briefly discuss the work of Ewin Tang, a PhD student from the University of Washington, who’s undergrad thesis “A quantum-inspired classical algorithm for recommendation systems,” made quite a stir last summer. As a special treat for those interested, I’m also sharing my interview with Ewin as a bonus episode alongside this one. I’d love to hear your thoughts on how you think quantum computing will impact machine learning in the next 20 years! Send me a tweet or leave a comment on the show notes page. Thanks to Pegasystems for sponsoring today's show! I'd like to invite you to join me at PegaWorld, the company’s annual digital transformation conference, which takes place this June in Las Vegas. To learn more about the conference or to register, visit pegaworld.com and use TWIML19 in the promo code field when you get there for $200 off. The complete show notes for this episode can be found at https://twimlai.com/talk/245.

Today we’re joined by Andrew Trask, PhD student at the University of Oxford and Leader of the OpenMined Project. OpenMined is an open-source community focused on researching, developing, and promoting tools for secure, privacy-preserving, value-aligned artificial intelligence. Andrew and I caught up back at NeurIPS to dig into why OpenMined is important and explore some of the basic research and technologies supporting Private, Decentralized Data Science. We touch on ideas such as Differential Privacy, and Secure Multi-Party Computation, and how these ideas come into play in, for example, federated learning. Thanks to Pegasystems for sponsoring today's show! I'd like to invite you to join me at PegaWorld, the company’s annual digital transformation conference, which takes place this June in Las Vegas. To learn more about the conference or to register, visit pegaworld.com and use TWIML19 in the promo code field when you get there for $200 off. The complete show notes for this episode can be found at https://twimlai.com/talk/241.

Today we’re joined by Jos Van Der Westhuizen, PhD student in Engineering at Cambridge University. Jos’ research focuses on applying LSTMs, or Long Short-Term Memory neural networks, to biological data for various tasks. In our conversation, we discuss his paper The unreasonable effectiveness of the forget gate, in which he explores the various “gates” that make up an LSTM module and the general impact of getting rid of gates on the computational intensity of training the networks. Jos eventually determines that leaving only the forget-gate results in an unreasonably effective network, and we discuss why. Jos also gives us some great LSTM related resources, including references to Jurgen Schmidhuber, whose research group invented the LSTM, and who I spoke to back in Talk #44. Thanks to Pegasystems for sponsoring today's show! I'd like to invite you to join me at PegaWorld, the company’s annual digital transformation conference, which takes place this June in Las Vegas. To learn more about the conference or to register, visit pegaworld.com and use TWIML19 in the promo code field when you get there for $200 off. The complete show notes for this episode can be found at https://twimlai.com/talk/240.

Today we’re joined by Andrew Guldman, VP of Product Engineering and Research and Development at Fluid. Andrew and I caught up a while back to discuss Fluid XPS, a user experience built to help the casual shopper decide on the best product choices during online retail interactions. While XPS has expanded since we recorded this interview, we specifically discuss its origins as a product to assist outerwear retailer The North Face. In our conversation, we discuss their use of heat-sink algorithms and graph databases, and their use of chat and other interfaces, and the challenges associated with staying on top of a constantly changing technology landscape. This was a fun interview! Thanks to Pegasystems for sponsoring today's show! I'd like to invite you to join me at PegaWorld, the company’s annual digital transformation conference, which takes place this June in Las Vegas. To learn more about the conference or to register, visit pegaworld.com and use TWIML19 in the promo code field when you get there. The complete show notes for this episode can be found at https://twimlai.com/talk/239.

In this, the final episode of our PegaWorld series I’m joined by Vince Jeffs, Senior Director of Product Strategy for AI and Decisioning at Pegasystems. Vince and I had a great talk about the role AI and advanced analytics will play in defining future customer experiences. We do this in the context provided by one of his presentations from the conference, which explores four technology scenarios from Pegasystems’ innovation labs. These look at a connected car experience, the use of deep learning for diagnostics, dynamic notifications, and continuously optimized marketing. We also get into an interesting discussion about how much is too much when it comes to hyperpersonalized experiences, and how businesses can manage this challenge. The notes for this show can be found at twimlai.com/talk/154. For more information on the Pegaworld series, visit twimlai.com/pegaworld2018.

In this episode of our PegaWorld series, I’m joined by Michael Kempe, chief operating officer at global share registry and financial services provider Link Market Services. In the interview, Michael and I dig into Link’s use of workforce intelligence software to allow it to track and analyze the performance of its workforce and business processes. Michael and I discuss some of the initial challenges associated with implementing this type of system, including skepticism amongst employees, and how it ultimately sets the stage for the Link’s broader use of machine learning, AI and so called “robotic process automation” to increase workforce productivity. The notes for this show can be found at twimlai.com/talk/153. For more information on our PegaWorld series, visit twimlai.com/pegaworld2018.

In this show, part of our PegaWorld 18 series, I'm joined by Jim Saleh, Senior Director of process and decision automation at Scotiabank. Jim is tasked with helping the bank transition from a world where customer interactions are based on historical analytics to one where they’re based on real-time decisioning and automation. In our conversation we discuss what’s required to deliver real-time decisioning, starting from the ground up with the data platform. In this vein we explore topics like data lakes, data warehouses, integration, and more, and the effort required to take advantage of these. The notes for this show can be found at twimlai.com/talk/152. For more info on our PegaWorld 2018 series, visit twimlai.com/pegaworld2018.

In this show, the first of our PegaWorld 18 series, I'm joined by Kirk Borne, Principal Data Scientist at management consulting firm Booz Allen Hamilton. In our conversation, Kirk shares his views on automation as it applies to enterprises and their customers. We discuss his experiences evangelizing data science within the context of a large organization, and the role of AI in helping organizations achieve automation. Along the way Kirk, shares a great analogy for intelligent automation, comparing it to an autonomous vehicle . We covered a ton of ground in this chat, which I think you’ll get a kick out of. The notes for this show can be found at twimlai.com/talk/151. For more info about our PegaWorld 2018 Series, visit twimlai.com/pegaworld2018.

In this week’s episode of SMACtalk, hosts Brian Fanzo and Daniel Newman had the opportunity to speak with Pega CEO, Alan Trefler. Known for his “Pull no punches” approach to business, Alan makes for the perfect “SMAC” guest because he’s going to take questions head on and leave the audience wanting more. At Pegaworld, we found out that Mr. Trefler isn’t only the CEO at Pega, he is also a chess master who can engage in 20 simultaneous chess matches while enjoying a beer and having a chat with his customer and partner community. Impressive Alan! In this show, we talked about a topic that Alan is uniquely passionate about, and that is the challenges of enterprise software. Knowing today’s importance on having tools that drive businesses forward, the Pega CEO believes that companies cannot risk investing and implementing software that is more hype than substance. We agree with this, but needed to make sure that this provocation from Alan wasn’t hype itself. This is where the interview came into play. During this episode, Alan provided insights on the following questions and a few bonus questions that you will have to tune into to learn more about: At PegaWorld, you mentioned the delusional behavior out there about software, specifically around cloud, AI, and bots. What is the industry getting wrong and how can it get back on the right track? How can organizations “get real” and cut through the hype when it comes to these technologies? You also discussed that many organizations aren’t getting it right when it comes to their end-to-end technology. How can organizations fully connect their organizations in a practical way? You have been quoted saying that software is being built “wrong” these days. What do you mean by that and what should companies be doing instead?  A lot of the recommendations you are making have as much to do with culture as they do with technology. How do you build a great culture to succeed with digital transformation and the shifting customer landscape?  What do you envision the future of software, apps, and CRM looking like? What will drive the biggest change to business (at Pega and beyond)? Throughout this episode of SMACtalk, Tom takes on the challenging questions that many of us are wondering about the role of the CMO in today’s enterprise as well as how that may change into the near future as Digital Transformation continues to shape industries. Following another successful #Pegaworld in Las Vegas, this show was a timely episode to learn more about the challenges and opportunities for software in your business and getting inside of the mind of CEO of one of the fastest growing software companies in the CRM and Customer Intelligence spac. Want to learn more?  Tune in, check it out and enjoy the episode! Disclaimer: This episode was sponsored in part by Pegasystems. To learn more about Pega, visit them at (www.pega.com)

In this episode, we discuss phonetic string matching, upcoming social features in Skype, Pega's CEO keynote, and notable product announcements by Apple at WWDC17. Phonetic String Matching : Metaphone Skype’s Snapchat-inspired makeover puts the camera a swipe away, adds stories PegaWorld 2017 Keynotes Surf Force '17 Apple WWDC17

This episode will help you understand the state-of-the-art for CRM (Customer Relationship Management) and how forward-thinking businesses are capitalizing on CRM to improve customer experiences and drive revenue.    

In this week’s episode of SMACtalk, hosts Brian Fanzo and Daniel Newman had the opportunity to speak with Pegasystems CMO, Tom Libretto. Joining Pega just under a year ago, Tom is a seasoned marketing executive with a strong track record in driving results for the enterprise market. Tom has a strong background in driving fast moving marketing teams within the agile workplace to help tie together sales and marketing teams to meet the objectives of rapidly growing enterprises.    A topic near and dear to our heart, not only did we talk about the shifting CMO, but really the entire shift within the C-Suite to accommodate new roles like the Chief Digital Officer and the Chief Customer Officer as well as the challenge of a large number of CEOs that are still not prioritizing digital transformation.   During this episode, Tom provided insights on the following questions and a few bonus questions that you will have to tune into to learn more about:     Nowadays, there are many buzzwords to describe the shifting workplace, but this has happened because the rate of change has become so fast. Explain: What is an “Agile Enterprise,” and why must companies become one?     CMOs, more and more are taking the reins of digital transformation inside the enterprise. Do you as a CMO agree with this? What happens to the CMO/CIO partnership?     Yet, still nearly half of CEOs do not see Digital Transformation as a board level concern. How can this impact digital transformation inside of a company from hiring to customer experience?     Let’s talk B2B and Enterprise versus B2C. Is there still a line? As a CMO how different is the role of an enterprise CMO from the CMO of a consumer brand?     CMO Tenure has continued to shorten, what do you attribute that to and how do we reverse that trend?     Do you believe that the CDO role will continue to grow and how does that align with the CMO in the age of Digital Transformation? Throughout this episode of SMACtalk, Tom takes on the challenging questions that many of us are wondering about the role of the CMO in today’s enterprise as well as how that may change into the near future as Digital Transformation continues to shape industries.  With just one week until #Pegaworld in Las Vegas, this is a great time to learn more about Pega and the future of the CMO. Still interested? Tune in, check it out and enjoy the episode! Disclaimer: This episode was sponsored in part by Pegasystems. To learn more about Pega, visit them at www.Pega.Com

Jim Sinur, a pioneer and industry thought leader in Business Process Management, recently attended the PegaWORLD industry conference in Orlando and spoke with Russell Keziere on the Build for Change Digest on the clear growth in maturity shown by the customer case studies at PegaWORLD.