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Improv for the CustomerCustomer Experience

I recently was invited by Pegasystems to attend Pegaworld 2016, their annual users’ conference. The conference was everything about CRM (customer relationship management). While there were some amazing demonstrations and stories that came out during the general and educational sessions, one lesson jumped out at me. It had to do with improvisational acting. So, what does improv have to do with CRM and business? According to Don Schuerman, Pega’s Chief Technology Officer and VP of product marketing, quite a lot. He shared an interesting lesson that he learned from studying and performing the art of improvisational acting. (more…)

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