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