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Pegasystems CTO Don Schuerman: Trust the Technology

Customers may not understand the processes that drive their experiences, and they’re not eager to look under the hood, suggested Don Schuerman, CTO of Pegasystems. “The contemporary customer doesn’t really care about CRM. They care about the experience they have, and in most cases they know little or nothing about the fact that there’s a technology behind the scenes called CRM.

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