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Episode 4

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Published on:

2nd Nov 2021

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
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About the Podcast

Driven by Data: The Podcast
Designed for Data Enthusiasts to hear from the Data & Analytics industry's thought leaders
Orbition Group is delighted to bring you this podcast series, which is designed for Data Enthusiasts, to hear from some of the most high-profile Data, Analytics and AI thought leaders from around the globe.

Each episode will detail the guests journey to the top while bringing unique insights, drawn from first-hand experience on the industry’s most trending topics.

This podcast was created as a way for our industry's most respected leadership figures from across the world to give back to the Data & Analytics community, by sharing; knowledge, experiences and ideas, to inspire, innovate and provide real-life use cases on the industries most pressing topics/challenges.

About your host

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Kyle Winterbottom

Founder of Orbition Group, a Search and Talent Solutions business that operates exclusively within the world of Data, Analytics & AI.

I am hugely passionate about enabling organisations to drive decisions and obtain value from the use of Data, Analytics & Artificial Intelligence.

As such, I believe it is imperative that as a community, we share; knowledge, ideas, real-life use cases and inspiration to collectively give back to our industry.

Given my fortunate position of speaking with hundreds, if not thousands of leadership figures within the global Data & Analytics community each year , I feel it is my duty to share the successes, failures, challenges and opportunities.

Therefore, I have positioned Orbition Group to be a facilitator of that knowledge sharing, through these podcasts, events we host and public speaking.