Pega: From CRM to Infinity

Move over Pega CRM Suite, Pega Infinity is here. That was the big announcement at PegaWorld 2018 this morning. In March 2017, CMO Tom Libretto told me that Pega, the global BPM and "operational excellence" leader was putting CRM first. In those 15 months, the space and the technology have evolved so fast that the term CRM just doesn't cover it any more. As Pega CTO Don Schuerman told me, in a press briefing yesterday, "You can't deploy a new customer experience solution without automating the process behind that. The lines between traditional CRM, traditional BPM apps, and robotic automation will continue to blur."