Recently, I had the good fortune of conducting a joint interview with Don Schuerman, chief technology officer and vice president of product marketing at Pegasystems on the topic of customer experience. Don brought an intriguing perspective to the table from more than 20 years on the technology side, working directly with companies to operationalize digital initiatives. You can listen to the interview here, but I also wanted to share some highlights from the conversation: The market is changing, whether we like it or not: Customer expectations…