Category: Expert Mode

Marketing leaders talk a big game about “customer-centricity,” but too often that phrase is code for “sell harder with friendlier emojis.” In Belgium’s hyper-competitive telco market, Telenet turned that trope on its head. Instead of nudging customers to upgrade, the company built a program that sometimes recommends downgrades—on purpose.…

Digital agility is often associated with sweeping transformation—new platforms, new features, and reorgs aimed at unlocking growth. But for Jaxon Repp, Field CTO at Harper, the real secret lies in milliseconds. In the world of digital experience, speed isn’t just nice to have. It’s a competitive weapon.

Marketers have never had more data, more tools, or more pressure to move fast. And yet, most are still waiting days—sometimes weeks—to publish a web update, launch a campaign, or fix a typo. Why? Because the CMS they depend on is a legacy system built for a slower, simpler…

The holiday season may feel like it ends with a bang on December 25, but for savvy marketers, the real fireworks begin on December 26. While most brands pack up their campaigns and coast through the New Year, a small but growing group of marketers have identified Q5—a quiet…

In the era of AI-driven transformation, every company wants to be agile. But few manage to embed agility so deeply into their operating model that it becomes second nature. Reka, an AI startup developing leading-edge multimodal generative models, has made that a foundational part of how they operate—and they’ve…

At enterprise scale, customer experience orchestration can become an unruly beast—particularly when you have to balance millions of customers, dozens of engagement channels, and thousands of decision models. But Christian Nelissen, Chief Data and Analytics Officer at National Australia Bank (NAB), believes that with the right architecture and mindset,…

The era of generative AI has been explosive—but unpredictable. That’s fine for brainstorming or content creation. But when lives, money, or compliance are on the line, unpredictability becomes a liability. That’s why Peter van der Putten, Director of the AI Lab and Lead Scientist at Pega, is focused on…

UX has long been perceived as a deliberate craft—methodical research, slow testing, and incremental refinements. But now, AI is putting that timeline under pressure. As companies strive for faster, more efficient customer experiences, AI offers speed—but not necessarily strategy.

It’s one thing to build a recognizable brand. It’s quite another to scale that brand across countries, cultures, and continents—especially when your customers expect personalization, integrity, and clarity at every touchpoint.

In a time when marketers are told to “move fast and personalize everything,” the pressure to build meaningful, measurable customer journeys—before the competition even drafts wireframes—has never been higher. At PegaWorld 2025 in Las Vegas, the buzz wasn’t about the latest buzzword. It was about something far more pragmatic…