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The Risks and Rewards of Real-time, 1:1 Customer Engagement

How the world’s most innovative organizations are using real-time tech to re-design their AI, engage with empathy, and drive massive return on investment.

  • September 29 - October 1, 2020
  • 11:00 – 11:30 am EDT
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Personalization is complex, complicated and challenging. But it doesn’t have to be. This webinar series will show you how to build a strong, 1:1 approach, implement next-best-action decisioning and use AI responsibly to see massive return on investment and deliver the experiences customers demand.

The Four Cornerstones of Responsible AI

September 29, 2020; 11:00am – 11:30am EDT

While the potential benefits of AI are staggering, so are the risks. Enterprises are implementing AI faster and faster to outpace competitors, protect revenue streams, and build higher-value relationships. But without a structure in place to enforce AI accountability and proactively address problems, reputation and bottom line could potentially collapse overnight.

There’s an obligation on the part of every enterprise to develop and maintain their AI in a responsible manner. In this webinar, we’ll discuss:

  • How can you use AI to engage customers with empathy?
  • How can you identify and reduce bias, even when it’s not obvious?
  • How can you increase the transparency of your decisions?
  • How can you ensure accountability across teams and programs?

Speakers: Matt Nolan, Vince Jeffs, and Reena Leone

1:1 or Bust: The Five Principles of Personalization

September 30, 2020; 11:00am – 11:30am EDT

You know what customers want, right? It’s easy. Personalized interactions, quick access to relevant information, products that fit like a glove, and seamless end-to-end service. But personalization is never simple – it’s a complex concept with a million interpretations. Let's get back on track.

In this webinar, Pega will answer:

  • What are the five principles of personalization?
  • What benefits can organizations expect from a 1:1 approach?
  • Who is getting it right?

Speakers: Andrew LeClair and Vince Jeffs

What is the ROI of RTIM?

October 1, 2020; 11:00am – 11:30am EDT

Next best action has quietly gone mainstream and become the standard bearer for the next generation of customer engagement. But what does next best action mean for your business? What must change, what are the benefits, and what are the risks?

In this session hosted by Pega, featuring Forrester VP and Principal Analyst Rusty Warner, you will learn why four companies across banking, communications, insurance, & healthcare decided to invest in next best action, including:

  • What business challenges Pega helped them overcome
  • What customer outcomes they sought to impact
  • What KPI they used to measure success
  • What the return on investment (ROI) was from Pega decisioning

Speakers: Andrew LeClair and featured Forrester guest, Rusty Warner

Speakers

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Matt Nolan

Senior Director, Product Management, Pegasystems

Matthew Nolan is the Sr. Director of Product Marketing for the Decision Sciences division at Pegasystems, driving Pega’s portfolio of marketing technology, decision management, and customer engagement solutions. Before joining Pega, Matt was General Manager of the National Data Cooperative at Target Analytics, and served as Product Director for Analytics & Data Services at Blackbaud, Inc.

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Vince Jeffs

Senior Director, Product Strategy, Pegasystems

Vince Jeffs leads product strategy for Pega’s Marketing, AI, and Decisioning solutions. He has over 30 years of experience with marketing technology, strategic planning, and customer analytics. Vince has spoken at numerous conferences, and as an author, he’s currently ranked #5 in the Customer Analytics category on CustomerThink.com. He’s also a certified Professional Direct Marketer.

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Reena Leone

Content Marketing Manager, Decision Sciences, Pegasystems

Reena Leone is the content marketing lead for the Decision Sciences division at Pegasystems. Before joining Pega, Reena was content lead at Acquia and senior social commerce specialist at Sony Electronics. Over the course of her career, Reena has been involved in all aspects of content creation and management, from video production and photography to driving content marketing and social media strategies. Outside of work, she’s a podcast host, a frequent traveler to Japan and a doting dog mom to a French Bulldog mix named Olive.

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Andrew LeClair

Senior Product Marketing Manager, Pegasystems

Andrew LeClair is the Product Marketing Manager for the Decision Sciences division at Pegasystems, accelerating Pega's portfolio of marketing technology, decision management, and customer engagement solutions. Before joining Pega, Andrew was the lead Marketing Investment Benchmark Analyst in IDC’s CMO Advisory Service and previously was the Manager of Commercial Programs at Wyman-Gordon. Andrew holds degrees in Economic Sociology and Cultural Anthropology, and graduated Suma Cum Laude from James Madison University. Aside from a diehard Boston sports fan, Andrew is an avid golfer, foodie, and craft beer enthusiast.

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Rusty Warner

Vice President and Principal Analyst, Forrester

Rusty serves B2C marketing professionals. His research focuses on enterprise marketing technologies, including cross-channel campaign management, marketing resource management, and real-time interaction management. Rusty helps organizations ensure that their marketing technology investments underpin strategies to meet evolving customer expectations and align with overall business technology investments to win, serve, and retain customers.

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The Four Cornerstones of Responsible AI

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