Responsible AI isn't an optional layer, it must be foundational - Interviews from Pegaworld 2026 Pt2

Today’s episode of the Punk CX podcast is Part Two of a two-parter featuring a series of chats I had with Pega executives while at Pegaworld in Las Vegas a couple of weeks ago. In this episode, I talk with Matt Healy, Senior Director, Product Strategy & Marketing at Pega, and Tara DeZao, Senior Product Marketing Director at Pega. Some of the things we cover include the big themes and takeaways from the event, the future of customer service, ethical AI, the customer engagement blueprint and the new and exciting agentic capabilities of Customer Engagement Studio. This interview follows on from my recent interview with Ken Stillwell, COO & CFO at Pega and Peter Lacroix, Head of Low-Code, Achmea, a long-time customer of Pega’s, called Moving from Experimental Pilots to Proven CX Outcomes – and is number 592 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. #PegaPartner