Podcast ¦ Punk CX: If it matters for your customer, it’s important – Interview with Tara DeZao, Simon Thorpe and James Dodkins of Pega

Access the full podcast series here

Key Takeaways

Tara Desai is the Director of Product Marketing for martech and ad tech at Pega.
The Pega World event in Las Vegas unites entrepreneurs, business people, tech leaders, and academics in the service and experience space.
Pega is concentrating on real-time interaction management via AI-powered decision-making.
Personalisation in customer engagement involves being genuinely helpful, rather than sending generic messages like "happy birthday."
Navy Federal Credit Union and Bupa exemplify companies that have successfully implemented hyper-personalisation strategies.
Transitioning from traditional campaign marketing to one-to-one customer engagement is crucial for success.
Redirecting calls to digital channels and understanding customer behaviour is vital for achieving hyper-personalisation.
Establishing a clear target state and strategy is essential for success in hyper-personalisation.
While technology is crucial, it is equally important...

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