Today’s interview is with Don Schuerman, CTO and Vice President of Product Marketing at Pegasystems. I had a chance to sit down and chat with Don when I met up with him at Pegaworld earlier this month. We talk about what companies, in the midst of the customer experience maelstrom, should be doing more of and what they should be doing less of, the balance of the human touch and technology in customer experience as well as the emerging ethical dimension within customer experience. This is the first of three interviews that I conducted at Pegaworld so look out for the other two coming up in the next few weeks.
This interview follows on from my recent interview – Purpose and why it is important to employees and customers – Interview with Stan Phelps – and is number 220 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
Highlights from my conversation with Don:
About Don (taken and adapted from his bio on CMSWire)
Don Schuerman is CTO and Vice President of Product Marketing at Pegasystems, responsible for Pega’s industry-leading platform and CRM and marketing applications. He has 20 years of experience delivering enterprise software solutions for Fortune 500 organizations, with a focus on digital transformation, mobility, analytics, business process management, cloud and CRM.
Don has led enterprise software implementations and provided technology and architecture consulting to senior business and technology executives from Fortune 500 organizations including American Express, Citibank, JP Morgan Chase and BP.
Don holds a BS in Physics and Philosophy from Boston College.
Thanks to Ali for the image.