Today’s interview is with Dr. Rob Walker, Vice President, Decision Management and Analytics at Pegasystems, a leading provider of software for customer engagement and operational excellence. I had a chance to sit down and chat with Rob when I met up with him at Pegaworld in June. We talk about ethics, artificial intelligence (AI), impact and the balance of the human touch and technology in customer experience. This is the last of three interviews that I conducted at Pegaworld so do check out the others with Don Schuerman, CTO and Vice President of Product Marketing at Pegasystems here and with Mattijs ten Brink, Chairman & CEO of Transavia here.
This interview follows on from my recent interview – Towards zero percent agent turnover in the contact centre – Interview with Tom Goodmanson – and is number 224 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.
Highlights from my conversation with Rob:
About Rob (taken and adapted from a bio on Pega’s site)
Dr. Rob Walker is Vice President, Decision Management at Pegasystems. Prior to the acquisition of Chordiant by Pegasystems in April 2010, he was responsible for managing the strategic direction and development of Chordiant’s industry-leading predictive decisioning technologies. As a member of the office of the CTO, Rob also provided support to Chordiant’s global sales activities and partnership initiatives. He joined Chordiant when the company he co-founded in 2000, KiQ Ltd., was acquired by Chordiant in December of 2004. KiQ was a specialist provider of decision management and predictive analytics software. Prior to joining Chordiant, Rob spent eight years in positions of increasing responsibility with leading global information technology consulting firm, Capgemini. From 1999-2000, he served as Program Director for Capgemini during which time he was responsible for the creation, development and evangelization of technological innovations in the area of Information Capitalization (business intelligence and predictive analytics). Rob holds a Ph.D. in Computer Science from Free University in the Netherlands.