Podcast ¦ Punk CX: Legacy transformation, agentic AI and how to get it right – Interview with Don Schuerman of Pega

Key Takeaways

1. The upcoming Pega World event will focus on the pragmatic application of AI and its integration into legacy systems.

2. Emphasis will be placed on legacy transformation, leveraging tools such as Pega Blueprint to modernize workflows efficiently.

3. Enterprises are encouraged to view legacy systems not just as outdated technology but as ‘Heritage Systems’ that contain valuable organizational knowledge.

4. A need for transparency and predictability in deploying AI agents to safeguard business processes will be highlighted.

5. AI should complement existing statistical machine learning models rather than replace them entirely, improving workflow efficiency.

6. The integration of generative AI into organizations should focus on enhancing customer and employee experiences through improved processes.

7. Organizations need to strike a balance between leveraging new technologies and preserving existing effective practices.

8. The session will include discussions on conversational interfaces and their appropriate application in customer interactions.

9. Field service and operational processes may benefit from capturing embedded expertise within legacy systems to drive improvements.

10. The dialogue stresses the importance of aligning AI capabilities with organizational structure and regulatory requirements to ensure sustainable transformation.

11. The significance of workflows and processes in delivering superior customer and employee experiences will be reaffirmed as a foundational element of organizational success.

12. Collaboration among different technology components is essential for generating real value and a competitive edge for enterprises.

Key Statistics

• 30% of field service requests cannot be resolved using existing documentation, indicating a significant knowledge gap in legacy systems.

Key Discussion Points

1. The importance of integrating AI into legacy systems for improved efficiency.

2. Legacy systems should be viewed as repositories of organizational heritage containing valuable insights.

3. The significance of transparency and predictability in deploying AI within enterprises.

4. Complementing traditional machine learning with generative AI to maximize business impact.

5. The need for a tailored approach to delivering technology solutions based on user context.

6. Capturing the expertise of seasoned employees can facilitate faster and more effective process improvements.

7. The role of workflows in ensuring compliance and protecting organizational knowledge.

8. Avoiding the shiny object syndrome by focusing on practical applications of new technologies.

9. The balance between digital innovation and maintaining traditional, effective practices.

10. The potential for conversational AI to enhance customer interaction when implemented thoughtfully.

11. The idea of harnessing both digital tools and human expertise for transformative outcomes.

12. The necessity for organizations to adapt technologies to fit existing structures and stakeholder expectations.

Podcast Description

This podcast features a dialogue between Adria Swisco and Don Sherman, CTO at Pegasystems, discussing the themes and expectations for the upcoming Pega World event. The conversation delves into legacy transformation, the integration of AI in workflows, and the balance between retaining effective traditional practices while embracing innovative technologies. Listeners will gain insight into the pragmatic applications of AI and the critical importance of aligning technology with organizational processes and customer experiences.