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

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