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Moving from next best action to next best experience

Episode 6 | July 08, 2021

In our latest episode, Simon Esland (VP practice lead, marketing decisioning) is joined by Matt Nolan (Sr. Director of Product Marketing, Decision Sciences at Pegasystems) to discuss how to meet changing customer expectation. With leading brands such as Apple, Netflix, and Spotify raising the bar, how can businesses use Decisioning technology to deliver personal experiences that are fully automated, in real time, and with context?

Merkle Connected

This podcast discusses CX transformation with those who enact customer experience change for the world’s leading brands. We’ll be hosting a wide variety of speakers from across the whole world of CX – giving you on-the-ground strategic advice and best practice from experts both within Merkle, and drawn from further afield. Discussions will take in all things data, tech, strategy, analytics, creative and more - giving you the ideas and know-how that you need to develop transformational, data-driven customer experience management practices for your brand.

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Episode Details


Chief Marketing Officer, EMEA


VP practice lead, marketing decisioning
Director of Product Marketing, Decision Sciences


Tune in as we talk about:

  • The difference between delivering an offer and an experience
  • Why brands need to move from an offer-based relationship with their customers, to something more holistic
  • How brands can remain relevant to drive continued engagement and build relationships