What the democratisation of artificial intelligence (AI) means for customer experience - Interview with Matthew Nolan of Pega

Today’s interview is with Matthew Nolan, the head of Product Marketing for the Decision Sciences division at Pegasystems, driving Pega's portfolio of marketing technology, decision management, and customer engagement solutions. Matthew joins me today to talk about the democratisation of artificial intelligence (AI), what that means, the benefits and risks associated with that and some practical advice for leaders and practitioners looking to improve the experience that they deliver to their customers.



This interview follows on from my recent interview – Enabling everyone to have the ability to understand the hidden stories in their data – Interview with Dr Derek Wang of Stratifyd — and is number 384 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

More from Punk CX with Adrian Swinscoe

  1. 51:28Customer experience isn't about experience at all. It is about relationships - Interview with James Dodkins of PegaSep 30, 2022
  2. 01:01:02CX professionals extol the importance of empathy towards external customers but often overlook its importance with internal ones - Interview with Jack SpringmanSep 20, 2022
  3. 47:01Customer success professionals should focus on net revenue retention (NRR) to prove ROI - Interview with You Mon Tsang of ChurnZeroSep 09, 2022
  4. 53:43Not enough companies realize that customer support is your primary gateway to understanding your entire business - Interview with Nooshin Alibhai and Eric Klimuk of SupportbenchSep 02, 2022
  5. 55:47Delivering personalised search experiences in an ethical way - Interview with Angel Maldonado of Empathy.coAug 25, 2022
  6. 56:59Lack of a clear vision leads to higgledy-piggledy services and experiences - Interview with Ari Weinzweig of ZingermansAug 14, 2022
  7. 36:04The digitization of the supply chain and its impact on customer experience and sustainability - Interview with Sanjay Brahmawar of Software AGAug 05, 2022
  8. 01:02:22Creating a metaverse experience that helps veterans suffering from PTSD - Interview with Robert Bell of 2B3DJul 27, 2022
  9. 38:5642% of workers feel that digital transformation efforts have made their job more complex - Interview with Don Schuerman of PegaJul 19, 2022
  10. 47:23Unlocking the hidden value of language to drive personalisation - Interview with Assaf Baciu of PersadoJul 10, 2022