#60 Is Human-Centered AI the Future of Business? with Alan Trefler (Founder & CEO, Pegasystems)

mit Ulrich Irnich & Markus Kuckertz

Episode 60 explores the potential and challenges of human-centred AI with Alan Trefler, founder and CEO of Pegasystems, a global leader in CRM and business process automation (BPA). Under Alan’s leadership, Pegasystems has become a powerhouse serving some of the world’s largest organisations by streamlining operations and improving customer experiences through AI-driven platforms.

Alan joins Uli and Markus to discuss what it really means to put people at the centre of AI, and how it is reshaping the relationship between technology and people. As organisations deepen their AI integration, the conversation explores how a human-centric approach can improve customer interactions, internal processes and employee satisfaction.

The discussion goes beyond the buzzwords to address the real-world implications and responsibilities of implementing AI. Alan shares insights into how his company is using AI to create meaningful connections in business, focusing on supporting and empowering people rather than replacing them. Practical examples will show how AI projects are reshaping industries and customer engagement, with ethical considerations in mind.

More information can be found here:

• Website of Pegasystems: https://www.pega.com
• Alan’s profile on Pegasystems website: https://www.pega.com/about/leadership/alan-trefler
• Recommended reading „Generative AI vs. predictive AI: What’s the difference?“ (IBM): https://www.ibm.com/blog/generative-ai-vs-predictive-ai-whats-the-difference/
• Literature recommendation „Practical Process Automation: Orchestration and Integration in Microservices and Cloud Native Architectures“ by von Bernd Ruecker https://amzn.eu/d/he8HY8H
• Literature recommendation „Business Process Management: Concepts, Languages, Architectures“ by Mathias Weske https://amzn.eu/d/j0fqmat

Your feedback on the episode and suggestions for topics and guests are very welcome! Connect and discuss with us:

• Alan Trefler: https://www.linkedin.com/in/alantrefler/
• Ulrich Irnich: https://www.linkedin.com/in/ulrichirnich/
• Markus Kuckertz: https://www.linkedin.com/in/markuskuckertz/

Contributors – Hosts: Ulrich Irnich & Markus Kuckertz // Editorial: Marcus Pawlik © Digital Pacemaker Podcast 2024