Best Pega Podcasts (2025)

1
Trust as currency: Leadership lessons from Cat Dutton, Pega's global growth VP 32:30

21d ago32:30

32:30

In this episode of the Trust and Influence in B2B podcast, host Joel Harrison speaks with Cat Dutton, VP of Global Growth at Pega. Drawing from her experience in senior positions at three global tech companies, Dutton shares how trust serves as the foundation for effective marketing leadership—from stakeholder relationships to team management and c…

1
Customer-centric innovation and Amazon's PRFAQ - Interview with Marcelo Calbucci 36:40

4d ago36:40

36:40

Today’s interview is with Marcelo Calbucci, an entrepreneur, innovator, technologist, and author. Marcelo joins me today to talk about his new book: The PRFAQ Framework: Adapting Amazon’s Innovation Framework to Work for You, why Amazon uses it, the five principles of the PRFAQ, where and how it can be applied and what to expect when you are creati…

1
B2B influencer marketing in 2025: What works, what doesn't and what's next 37:51

4d ago37:51

37:51

Is B2B influencer marketing finally ready for prime time? In this episode, host Joel Harrison tackles this question with two industry experts: Katie Howell (20 years B2B social media expertise) and Katie Martell (former B2B marketer turned successful influencer). Discover why 51% of B2B campaigns now include influencers, how LinkedIn's new tools ar…

1
Earning Trust Through Transparency: How PwC Navigated Global Brand Change, with Antonia Wade 31:53

6d ago31:53

31:53

In this episode of the Trust and Influence in B2B Marketing podcast, host Joel Harrison speaks with Antonia Wade, Global Chief Marketing Officer at PwC. Fresh from unveiling a major brand revitalization, Antonia shares insights on how one of the world's leading professional services firms approached the complex challenge of evolving their brand whi…

1
Lush’s Journey: Balancing Innovation, Empathy, and Customer Care - Interview with Naomi Rankin of Lush 27:18

12d ago27:18

27:18

Today’s interview is with Naomi Rankin, the Manager of Global Customer Care at Lush, the British cosmetics retailer. I spoke to Naomi when I attended Zendesk’s recent Relate event, which took place in Las Vegas on March 25th-27th. We talk about her highlights from the event, what customer care means to Lush, their approach to AI and her journey wit…

1
Omnichannel was a myth - Interview with Gaurav Passi of Zingly 39:55

21d ago39:55

39:55

Today’s interview is with Gaurav Passi, Founder & CEO of Zingly. He joins me today to talk about some research that they have recently conducted about FORO (the Fear of Reaching Out), the Great CX Paradox, why Omnichannel was a myth and how ‘Rooms’ could be the answer. This interview follows on from my recent interview – Why businesses need to inve…

1
Why businesses need to invest in both brand and customer experience - Interview with Martin Gill of Forrester 39:27

1M ago39:27

39:27

Today’s interview is with Martin Gill, VP, Research Director at Forrester. Martin joins me today to talk about their upcoming CX Summit EMEA that will be taking place in London (and digitally) from June 2–4, 2025. We explore the major themes of the event, including why businesses need to invest in both brand and customer experience to maximise grow…

1
AI avatars & authenticity: Redefining trust in B2B marketing 45:17

1M ago45:17

45:17

In this thought-provoking episode of the Trust and Influence Podcast, host Joel Harrison speaks with Steve Mudd, CEO of Talentless AI, about the transformative impact of artificial intelligence on B2B thought leadership and marketing. Who is Steve Mudd? With a colorful career spanning roles as Marketing Director at NetApp and positions at Ogilvy & …

1
Legacy transformation, agentic AI and how to get it right - Interview with Don Schuerman of Pega 35:03

1M ago35:03

35:03

Today’s interview is with Don Schuerman, the CTO at Pegasystems, an industry-leading low-code platform for AI-powered decisioning and workflow automation. Don joins me today to talk about the upcoming PegaWorld 2025 (PegaWorld is taking place at the MGM Grand in Las Vegas from June 1st to the 3rd), Agentic AI (obvs.), how some organizations are imp…

1
Starting a resolution revolution - Interview with Tom Eggemeier, Adrian McDermott and Matthias Göhler of Zendesk 57:42

2M ago57:42

57:42

Today’s podcast is a two-parter and features interviews with Tom Eggemeier, Adrian McDermott and Matthias Göhler, which took place at Zendesk’s recent Relate event, which took place in Las Vegas on March 25th-27th. Tom Eggemeier is the Chief Executive Officer of Zendesk, Adrian McDermott is the Chief Technology Officer at Zendesk, and Matthias Göhl…

1
Thought leadership as strategic currency in the age of AI - with Rob Mitchell 41:23

2M ago41:23

41:23

In this episode of the 'Trust & Influence in B2B' podcast, host Joel Harrison speaks with Rob Mitchell, thought leadership expert and founder of Longitude, which later became part of the Financial Times Group. Having recently moved on from FT Longitude, Rob brings unique insights from his experience working with major B2B brands including Deloitte,…

1
Beyond byte-sized: Why long form content still reigns supreme in B2B tech buying 35:47

2M ago35:47

35:47

In this episode of the Trust and Influence in B2B Marketing podcast, host Joel Harrison speaks with Ash Lockett, Head of B2B marketing at Babel PR. They discuss findings from Babel's second annual research study examining what influences B2B technology buying decisions among enterprise organizations in the UK and US. Topics Covered Babel PR's posit…

1
AI-driven search volumes are exploding and what brands should be doing about it - Interview with Vivek Pandya of Adobe 29:25

2M ago29:25

29:25

Today’s podcast is with Vivek Pandya, Director, Adobe Digital Insights at Adobe. I recently caught up with Vivek at Adobe Summit in Las Vegas to talk about some new research that Adobe just published called AI to Cart, which highlights the impact that Generative AI-powered chat interfaces are having on consumers, how that is changing their search a…

1
Storytelling vs. statistics: Chris Bailey on crafting memorable thought leadership 31:20

2M ago31:20

31:20

In this episode of the Trust and Influence in B2B Marketing podcast, host Joel Harrison speaks with Chris Bailey, who brings perspectives from both client-side experience (as senior director of integrated campaigns at ServiceNow) and agency-side work (at The Marketing Practice). Bailey shares valuable insights on how B2B organizations can develop a…

1
Mindshare before market share: The strategic imperative of thought leadership in complex B2B - with Claire Mason of Man Bites Dog 46:01

2M ago46:01

46:01

For the past two decades, Claire Mason has been at the forefront of thought leadership in B2B marketing. As the founder and CEO of Man Bites Dog—celebrating its 20th anniversary in 2024—Mason has pioneered an approach that transforms intelligent ideas into business growth for complex B2B brands. In this episode of the 'Trust & Influence in B2B' pod…

1
Beyond the 'nose wrinkle': Redefining thought leadership in highly technical B2B environments 37:33

2M ago37:33

37:33

In this episode of the Trust and Influence in B2B Marketing podcast, host Joel Harrison speaks with Hayley Brooksbank, Group Marketing Director at TTP (The Technology Partnership). With a background spanning professional services and agency roles, Hayley shares valuable insights on the unique challenges of developing thought leadership in a highly …

1
The art and the science of listening - Interview with Zig Serafin, Brad Anderson and Isabelle Zdatny of Qualtrics 1:03:43

2M ago1:03:43

1:03:43

Today’s podcast is a three-parter and features interviews with Zig Serafin, Brad Anderson and Isabelle Zdatny that I conducted at Qualtrics’ recent X4 2025: The Experience Management Summit, which took place in Salt Lake City on March 18th-20th. Zig Serafin is the Chief Executive Officer of Qualtrics, Brad Anderson is the President of Products, UX …

1
Brand Activism and Thought Leadership in B2B: In-depth with Alan Agency's Benedict Buckland 35:33

2M ago35:33

35:33

In this episode of the Trust and Influence in B2B podcast, host Joel Harrison speaks with Benedict Buckland, who leads Alan Agency, a B2B brand building agency focused on helping clients in financial services, technology, and professional services sectors. Alan Agency operates at the intersection of thought leadership and advertising, helping brand…

1
Testing and experimentation is everyone's problem - Interview with Shafqat Islam of Optimizely 47:25

3M ago47:25

47:25

Today’s podcast is with Shafqat Islam, President at Optimizely, who joins me to talk about a new research report they have just published called Tested to Perfection, experimentation, personalization, privacy and all things in between, including the key things that marketers should be doing more of to better engage their customers. This interview f…

1
How Cap Gemini uses thought leadership as a strategic growth driver 35:07

3M ago35:07

35:07

In this episode of the B2B Trust and Influence podcast, host Joel Harrison speaks with Vito Labate, VP of Global Industry Marketing at Capgemini, a $23 billion global tech consulting firm. Capgemini recently won gold in the thought leadership category at the B2B Marketing Awards in London for their "Building Trust in Data" campaign. With over 20 ye…

1
There are five types of loyalty but only two are growing - Interview with Sara Richter of SAP Emarsys 54:05

3M ago54:05

54:05

Today’s podcast is with Sara Richter, CMO at SAP Emarsys, a leading omnichannel customer engagement platform provider. Sara joins me today to talk about customer loyalty, the findings emerging from the 2024 edition of their Customer Loyalty Index (CLI) report, the five different types of loyalty that marketers and CX professionals should be thinkin…

1
Building trust through thought leadership - how Circana turns data into strategic conversations 38:56

3M ago38:56

38:56

For B2B businesses seeking to rise above commodity status and establish themselves as strategic partners, thought leadership has become an essential capability. But what separates truly impactful thought leadership from the flood of content that overwhelms decision-makers daily? In a recent episode of the Trust and Influence in B2B podcast, host Jo…

1
The trust crisis in B2B - insights from Edelman's Trust Barometer report 43:24

3M ago43:24

43:24

In this first episode of the Trust & Influence in B2B podcast, host Joel Harrison speaks with Andrew Mildren, Managing Director of Edelman Business Marketing for EMEA about the agency's 2025 Trust Barometer report, which is an indepth evaluation of the state of trust in society and has compelling implications for B2B marketers. Edelman is one of th…

1
Harnessing the contact center's potential as a real-time data gold mine - Interview with Suvi Lindfors of Netigate 49:53

3M ago49:53

49:53

Today’s podcast is with Suvi Lindfors, Strategic Business Development, Netigate. Suvi joins me today to talk about why she thinks the contact center is becoming one of the most valuable sources of insight in any organisation, how many brands are actually leveraging these insights, what needs to happen to facilitate this journey in terms of strategy…

1
Life Lessons I Learned From Being A Line Cook - Interview with Ari Weinzweig 59:26

4M ago59:26

59:26

Today’s podcast is with Ari Weinzweig, the CEO and co-founding partner of Zingerman’s Community of Businesses, a much-admired gourmet food business group headquartered in Ann Arbor, Michigan, USA. Ari is a friend, a veteran of the podcast and was also one of the contributors to Punk XL. Ari joins me today to talk about his latest missive - a chapbo…

1
The natural home of the contact center is under the CMO - Interview with Alex Levin of Regal.io 43:37

4M ago43:37

43:37

Today’s podcast is with Alex Levin, the Co-Founder and CEO of Regal.io, that provides high-touch contact center software (CCaaS) that enhances sales, support, and customer retention with the help of AI agents and automated personalization. Alex joins me today to talk about the rise of voice AI agents and how they are likely to transform contact cen…

1
The majority of agents don't find AI useful in their daily work - Interview with Martin Teasdale and Ed Creasey 53:05

4M ago53:05

53:05

Today’s podcast is with Martin Teasdale, host of Get out of Wrap, a contact centre focused podcast, and Ed Creasey, Global VP of Solutions Engineering at Calabrio, a workforce performance suite provider. Martin recently collaborated with Ed and the team at Calabrio on a new piece of research called Voice of the Agent. Martin and Ed join me today on…

1
We got everyone involved in support and made our customer support metrics public - Interview with Kenji Hayward of Front 40:17

5M ago40:17

40:17

Today’s podcast is with Kenji Hayward, the Senior Director of Customer Support at Front, the all-in-one, AI-powered customer service platform built for collaboration. Kenji joins me today to talk about why email isn’t dead and why Front takes an email-first approach, getting everyone involved in the support queue, including the CEO, and why they ma…

1
Data ontology and rethinking customer support metrics - Interview with Marcel Barrera of serviceMob Inc 1:05:15

5M ago1:05:15

1:05:15

Today’s podcast is with Marcel Barrera, Chief Strategy Officer at serviceMob Inc, a customer service enterprise technology company specializing in data ontology driven analytics. Marcel joins me today to talk about why the dominant metrics that are currently being used in customer support are broken, “The ‘Hamster Wheel’ Dilemma,” why AI and human …

1
The impact of influencer marketing on customer experience - Interview with Daphne Robertson of #paid 46:32

5M ago46:32

46:32

Today’s podcast is with Daphne Robertson, the VP of Customer Experience and Operations at #paid, a creator marketplace where brands and creators connect, collaborate, and measure their creator marketing campaigns. Daphne joins me today to talk about influencer marketing, it’s growth and influence on customer experience and engagement, how to get it…

1
An eight-step discovery process to help master the customer experience - Interview with Edwin Margulies of Nextiva 1:09:41

6M ago1:09:41

1:09:41

Today’s podcast is with Edwin Margulies, Chief Evangelist at Nextiva, a provider of a unified customer experience management platform. Edwin joins me today to talk about his new book, Mastering the Customer Experience, why it was over twenty-five years in the making, the eight-step discovery model at its heart and how it can help companies execute …

1
Pandemic maths and measuring all of marketing - Interview with Gregory Kennedy of Alembic Technologies 43:33

6M ago43:33

43:33

Today’s podcast is with Gregory Kennedy, VP of Marketing at Alembic Technologies, which provides AI-powered marketing analytics for C-suite executives. We talk about how Alembic is applying mathematics and AI, developed for identifying causes, treatments, and mortality during the pandemic, to tracing the results of marketing initiatives across the …

1
Broken funnels, flywheels and human messaging - Key insights from HubSpot executives at GROW Europe 2024 37:42

6M ago37:42

37:42

Today’s podcast features a series of interviews I conducted with HubSpot executives when I attended HubSpot’s recent GROW Europe 2024 event at the Queen Elizabeth Hall in London. First up is Daphne Costa Lopes, Global Director of Customer Success at HubSpot, who I talk to about why the marketing funnel is broken, why we should be thinking about a f…

1
It's not about the customer's journey with our platform, it's about the customer's journey - Interview with Nadine Macklin of Carto 43:22

7M ago43:22

43:22

Today’s interview is with Nadine Macklin, who is the Vice President of Customer Success at CARTO, a leading Location Intelligence platform, that enables organizations to use spatial data and analysis for more efficient delivery routes, better behavioural marketing, strategic store placements, and much much more. Nadine joins me today to talk about …

1
The third wave of customer support - Interview with Natasha Ratanshi-Stein of Surfboard 32:51

7M ago32:51

32:51

Today’s interview is with Natasha Ratanshi-Stein, CEO & Founder of Surfboard, an award-winning workforce management (WFM) software provider. Natasha joins me today to talk about the findings of their recently released 2024 customer service survey: The third wave of customer support, what might be stopping some customer service teams from not invest…

1
Basketball, false hustle and metrics that matter - Interview with Thomas Laird of Expivia/OttoQA 47:41

7M ago47:41

47:41

Today’s interview is with Thomas Laird, founder and CEO of both the Expivia Interaction Marketing Group, a USA BPO omnichannel contact center, and OttoQA, a next-generation solution for automating contact center quality assurance scoring. Thomas is also an author and joins me today to talk about his new book: false hustle: Transforming Customer Exp…

1
The five promises of personalization - Interview with Mark Abraham and David Edelman 53:33

8M ago53:33

53:33

Today’s interview is with Boston Consulting Group Senior Partner Mark F. Abraham and Harvard Business School Senior Lecturer David C. Edelman. They join me today to talk about their new book: PERSONALIZED: Customer Strategy in the Age of AI, defining personalization, the equation P=n×v2, the five promises of personalization, the technology that bra…

1
There are major tectonic shifts taking place in the outsourcing space right now - Interview with Craig Crisler of SupportNinja 55:28

8M ago55:28

55:28

Today’s interview is with Craig Crisler, CEO at SupportNinja, a modern provider of Business Process Outsourcing (BPO) services. Amidst lots of research reporting that despite all the investment in new tech, customer satisfaction is at an all-time low, I talk to Craig about where folks are going wrong with their investments, what’s going on in the B…

1
Within five years, contact center agents will become contact center specialists - Interview with Sam Wilson of 8x8 50:31

8M ago50:31

50:31

Today’s interview is with Sam Wilson, the CEO of 8x8, a provider of a unified cloud platform for contact center, business phone, video, chat, and APIs that helps companies of any size deliver differentiated customer experiences. I’ve spoken to Sam a couple of times, and every time, we have great conversations where we rummage around some of the big…

1
Building customer loyalty and a human connection in an increasingly competitive landscape - Interview with Conny Kalcher of Zurich Insurance 46:59

9M ago46:59

46:59

Today’s interview is with Conny Kalcher, Group Chief Customer Officer at Zurich Insurance. Conny joins me today to talk about her ambitions for Zurich to become the “Apple of Insurance”, her guiding philosophy around customer retention and revenue, how they are building customer loyalty and a human connection in an increasingly competitive landscap…

1
If it matters for your customer, it’s important - Interview with Tara DeZao, Simon Thorpe and James Dodkins of Pega 48:27

9M ago48:27

48:27

Today’s interview revisits and finalises the series of podcast conversations that I had with various folks whilst at Pegaworld earlier this. This episode is a combo affair and features a conversation with Tara DeZao, Director of Product Marketing, AdTech and MarTech, at Pega. It is then swiftly followed by a chat that I had with Simon Thorpe, Direc…

1
Print-era thinking is holding personalization efforts back - Interview with Vivek Sharma on Movable Ink 46:47

9M ago46:47

46:47

Today’s interview is with Vivek Sharma, Chief Executive Officer & Co-Founder of Movable Ink, which empowers marketers with scalable, omnichannel personalization through data activation and AI decisioning. Vivek joins me today to talk about their recent 2024 Audience of One research report, content creation as a key bottleneck in personalisation eff…

1
Agents view agent-assist technology as more important than a competitive salary - Interview with Gopi Polavarapu at Kore.ai 55:24

10M ago55:24

55:24

Today’s interview is with Gopi Polavarapu, Chief Solutions Officer at Kore.ai, a market leader in Conversational AI platform space. Gopi joins me today to talk about two reports that they recently published ( the Agent Experience (AX) Benchmark Report 2024 and the Customer Experience (CX) Benchmark Report 2024), why a bot must emulate a company’s b…

1
#113 - Well Played | Our Final Episode! 1:31:59

10M ago1:31:59

1:31:59

After six and a half years, we've decided to bring Hearthcasual to an end, but not before we share what we've enjoyed most about Hearthstone and how we arrived here. To the listeners, content creators, developers, and everyone else that's part of the Hearthstone community, we thank you for entertaining and inspiring us. We hope we've been able to d…

1
The Brand Connectome™ and why we are doing marketing all wrong - Interview with Leslie Zane 41:04

10M ago41:04

41:04

Today’s interview is with Leslie Zane, who is the Founder and CEO of Triggers, a brand consulting firm, and an authority on harnessing the instinctive mind to accelerate brand and business growth. Leslie joins me today to talk about her new book, THE POWER OF INSTINCT: The New Rules of Persuasion in Business and Life, why she thinks we have entered…

1
The customer isn’t always right - Interview with Daphne Costa Lopes of Hubspot 49:08

10M ago49:08

49:08

Today’s interview is with Daphne Costa Lopes, Global Director of Customer Success at HubSpot. Daphne joins me today to talk about customer success, why the customer isn’t always right, how siloed systems inhibit the delivery of tailored experiences, and what brands should be doing more of to drive customer-led growth. This interview follows on from…

1
There needs to be a really tight relationship between business strategy and target state architecture - Interview with Cale Urwin of Bupa 26:07

11M ago26:07

26:07

Today’s interview is with Cale Urwin, Director, Data, Digital & Marketing Health Services at Bupa. I caught up with Cale recently at PegaWorld in Las Vegas to talk about what stood for him at the event and how Bupa has evolved its customer engagement story and Customer Decision Hub capabilities in Australia from outbound to digital management and s…

1
The ongoing decline of brand loyalty, what’s driving it and what should be done about it - Interview with Simon Morris of ServiceNow 45:06

11M ago45:06

45:06

Today’s interview is with Simon Morris, the Area Vice President of Solution Consulting at ServiceNow. Simon joins me today to talk about ServiceNow’s new Consumer Voice Report 2024, the ongoing decline of brand loyalty, what’s driving it, why “The future of customer experience is high-tech meets high-touch” and some of the biggest lessons coming ou…

1
We've only just scratched the surface of artificial intelligence - Interview with Peter van der Putten of Pega 27:24

11M ago27:24

27:24

Today’s interview is with Dr Peter van der Putten, who is Director of the AI Lab at Pega and assistant professor of AI at Leiden University in The Netherlands. I caught up with Peter at the recent PegaWorld to talk about his highlights from the event, how to think about AI using a left/right brain thinking metaphor and what’s coming next in the ent…

1
#112 - Tidepool Tongue Twisters 1:10:29

11M ago1:10:29

1:10:29

Monica, Kevin, and Brian discuss what they've been up to in Hearthstone over the past several weeks and take a look at early revealed cards for Perils in Paradise!By Hearthcasual

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