Moving past bolt-on AI to strategic reimagination - Interview with Don Schuerman of Pega

from Punk CX: Customer Experience Insights with Adrian Swinscoe · host Adrian Swinscoe | Customer Experience Strategy Expert

Today’s episode of the Punk CX podcast features a recent chat I had with Don Schuerman, who is CTO and Head of Marketing at Pegasystems. Don and I had a chat about what the big themes of PegaWorld 2026, which will be taking place in Vegas from June 7th-9th, are, what’s actually working in the real world with all of this new AI technology and how it is being applied to digital transformation, customer experience and driving better outcomes. We also delved into agentic systems, Pega’s approach to agentic AI, and why it is different, as well as a number of other ideas. This interview follows on from my recent interview – Experience is Everything – Interview with Jeannie Walters – and is number 582 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.

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This episode is 35 minutes long.

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This episode was published on April 17, 2026.

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