Editor’s note: I had just come from a day with Pega and Accenture talking about some of the new ways enterprises are leveraging tech to make quantum gains in engagement. We saw, talked about, and demo’d systems that are actually delivering deep personalization at scale – in realtime. If that day was about the “what” and “how”, this conversation with Don Schuerman, Pega’s CTO, added a significant “why” to the picture.
Managing customer relationships while balancing costs and profitability is a challenge for many organizations. In this episode, we explore how real-time technology solutions are helping businesses navigate that complexity, with a focus on decision-making tools and a model known as “next best action.” This approach leverages data analytics to help companies determine the right interactions with customers in real time—aiming to strike a balance between meaningful engagement and business growth.
Our guest, Don Schuerman, CTO of Pega, discusses a major obstacle many companies face in their CustomerOps quests: tech debt. Over time, outdated or misaligned technology can slow down innovation, making it harder for businesses to stay competitive. The cost of tech debt is staggering—estimated at $2.4 trillion annually—not just in dollars, but in lost opportunities and inefficiencies. The conversation explores how organizations can address this issue and adapt more effectively to market demands.
One of the key takeaways from our discussion is how companies can shift toward truly customer-centric engagement. Too often, businesses rely on rigid marketing approaches that treat customers as data points rather than individuals. We examine how intelligent decision systems can help organizations move from a product-first mindset to one that prioritizes what customers actually need—without overcomplicating the process.
We also look at how Pega’s Customer Engagement Blueprint is helping businesses streamline customer interactions. By combining Generative AI and real-time analytics, companies can gain a better understanding of customer behavior and tailor their responses accordingly. The goal isn’t just personalization for the sake of it, but rather to create interactions that feel relevant, timely, and valuable.
Ultimately, this episode highlights the broader shift happening in customer engagement. Organizations are recognizing that technology isn’t just a tool for automation—it’s a way to build more meaningful connections. The insights shared here offer a practical perspective on how businesses can reduce tech debt, improve efficiency, and create better experiences for the people they serve.
Try out Pega’s Customer Engagement Blueprint for yourself here.
