New shoes, a surprising but delightful musical collaboration, the autonomous enterprise, gen AI and getting personalisation right - Interview with James Dodkins and Tara DeZao of Pega

Punk CX with Adrian Swinscoe

Today’s interview is a bit different as it features two, separate interviews in one episode. It's a two-fer!

These interviews were conducted on a recent trip to Pegaworld iNspire held in Las Vegas.

The first interview is with James Dodkins, who is the CX Evangelist at Pega. This is swiftly followed by a chat with Tara DeZao, Director of Product Marketing, AdTech and MarTech at Pega.

I talk to them both about their highlights from the event and what’s top of mind for them in the service and experience space right now. Unsurprisingly, we cover the autonomous enterprise, generative AI, new shoes, bad rock tracks, a surprise but great musical collaboration, first-party data, getting your ‘data’ house in order, getting personalisation right and, of course, how gen AI will impact all of this.

This interview follows on from my recent interview – Taking an employee-centric approach has allowed us to achieve an attrition rate of 5% – Interview with Jose Herrera of Horatio CX – and is number 475 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.