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Podcast: The TWIML AI Podcast (formerly This Week in Machine Learning & Artificial Intelligence)
Episode: Hyper-Personalizing the Customer Experience w/ AI with Rob Walker - TWiML Talk #127
Description: In this episode, we're joined by Rob Walker, Vice President of decision management and analytics at Pegasystems, a leading provider of software for customer engagement and operational excellence. Rob and I discuss what’s required for enterprises to fully realize the vision of providing a hyper-personalized customer experience, and how machine learning and AI can be used to determine the next best action an organization should take to optimize sales, service, retention, and risk at every step in the customer relationship. Along the way we dig into a couple of key areas, specifically some of the techniques his organization uses to...