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

In Episode 4 of Season 2 on Driven by Data: The Podcast, Kyle Winterbottom is joined by Rob Walker, Vice President of Decision Management & Analytics at Pegasystems, where they discuss the value of 1:1 customer engagement and how organisations are executing it, which includes: His journey with entrepreneurship and selling his business How they coined the term next best action The transformation to the 1:1 space Why the returns are amazing Why the current model of segments and/or averages isn’t working The link between trust, interaction and relevance Identifying the best thing to talk about with your customer right now Why the messaging can’t always be “sales” How personalizing 1:1 can increase conversion rate by 3-5x How organisations are making hundreds of real-time predictions within each interaction to predict next best action The importance of getting things into production Why attempting to perfect the data can come at huge expense in terms of revenue/profits Why trust in AI has led to the breakthrough of any organisations doing this Why you need to start the conversation with ROI Why 1:1 engagement makes ROI at a domain level unpredictable but very predictable at an enterprise level The change required to move away from pure sales messaging The role of responsibility in AI: transparency, fairness, robustness & empathy