#27 - Ying Chen - On how to create breakthrough business results by augmenting people

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Previously titled “How to create breakthrough business results by augmenting people with the latest technologies” — renamed by the publisher on Aug 12, 2026

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Recorded06 Aug 2018

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My guest on the podcast is Ying Chen, Head of Product Marketing at Pega Systems She’s acting as the Head of Product Marketing for Pega’s platform for Digital Transformation. In this role she’s leading strategy, positioning, and go to market. She joined Pega in 2015 with more than 10 years of software product management experience in various Fortune 500 organizations and VC-backed startups. What triggered me to invite Ying to my podcast was the story around the Pega Platform – and in particular how it helps the world’s leading brands achieve breakthrough business results by using the latest technologies to augment people. During our interview we explore how value potential increases once you start looking beyond just automation. How by improving employee experience every company can and will improve customer experience, and why much of the value can be achieved by understanding and then removing intended and unintended obstacles. Here are some of Ying’s quotes: “At Pega, we are extremely practical, and ask our customers in terms of how that technology should be used to truly transform It's all about making sure that you have improved employee experience that will lead to greater customer satisfaction. Where we're coming from...we think more about the point that you raise, which is, how can artificial intelligence improve the human experience? For us, what has changed the game, especially on this operational improvement side of the business, is this concept we call Workforce Intelligence Are they able to focus on the production work that you want them to focus? What is getting in the way of that focus? The impact that it has is tremendous. By listening to this interview, you will learn three things: 1) How you can dramatically improve the value of your solution by not just focusing on the current action, but actually on the next best action 2) That applying AI and robots can be extremely beneficial for uncovering patterns in user behaviour 3) Why it’s more beneficial to focus your effort at business model innovation, rather than process optimization in isolation. See acast.com/privacy for privacy and opt-out information. Learn more about your ad choices. Visit megaphone.fm/adchoices

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