Today’s interview is with Dr. Rob F. Walker, Vice President Decision Management and Analytics at Pega. I caught up with Rob at Pega’s recent customer event, Pegaworld, in Las Vegas and we grabbed a few minutes to talk about his keynote presentation, Pega’s upcoming Customer Empathy Advisor, what empathy is and the value of being more empathetic in customer experience.
This interview follows on from my recent interview – The good, the bad and the ugly of customer service – Interview with Tom Libretto of Pega – and is number 306 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.
Here’s the highlights of my chat with Rob:
Dr. Rob F. Walker is Vice President Decision Management and Analytics at Pegasystems with responsibility for thought leadership, strategic direction and market share of Pega’s decisioning technology and related applications. Rob is one of the world’s foremost experts in the areas of omni-channel customer engagement and front-office decisioning. His vision for Next-Best-Action and 1-to-1 marketing has gained broad market acceptance and adoption among some of the world’s leading brands. He is frequently called upon to speak with global audiences, the media, and Fortune 1000 executives about using data to increase the value of customer relationships.
Prior to the acquisition of Chordiant by Pegasystems in April 2010, Rob 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 KiQ, 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 areas of business intelligence and predictive analytics.
Rob holds a Ph.D. in Computer Science from Vrije Universiteit in the Netherlands.