Rethinking the Customer Journey at Pegasystems
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Challenging the status quo takes courage. It also requires cunning strategy. At Pegasystems Inc., a publicly traded customer service automation company based in Boston, CMO Tom Libretto is cutting through traditional marketing treatments with precision. His competitors are the giants of customer engagement: Microsoft, IBM AND Salesforce. But Libretto believes his team is nimbler, and under his guidance has built a smarter, more conversational marketing system. That system both generates leads for “Pega” — as the company refers to itself, internally — and benefits its customers. It’s the ultimate case of wielding the tools you sell, and it’s helped the company improve and refine their services with ease.
“Our purpose is very much to change the way the world builds software, to create unprecedented business outcomes by connecting, engaging and empowering people,” Libretto says. “We think about that as a challenger statement.” Every marketer can benefit from learning about Libretto’s journey towards a smarter, more agile product pipeline.
One funnel doesn’t fit all
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