Moving from Experimental Pilots to Proven CX Outcomes - Interviews from Pegaworld 2026

Today’s episode of the Punk CX podcast is Part One of a two-parter featuring a series of chats I had with Pega executives and one of their clients while at Pegaworld in Las Vegas last week. In this episode, I talk with Ken Stillwell, COO & CFO at Pega and Peter Lacroix, Head of Low-Code, Achmea, a long-time customer of Pega’s. Some of the things we cover include the big themes and takeaways from the event, a CFO's perspective on tokenmaxxing and tokenomics, Pega’s response, Achmea’s journey with Pega, how they are using various parts of their platform and the impact on their customers and business. This interview follows on from my recent interview – Customer experience is becoming autonomous – Interview with Andrew Bialecki of Klaviyo – and is number 591 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. #PegaPartner