Pega's Working to Address AI Returns Realization - Destination CRM

Most AI announcements at enterprise conferences are solving a problem you don't have yet — while ignoring the one you've had for three years.

Pegasystems just wrapped PegaWorld 2026 with a slate of new strategies and products aimed at helping companies get better returns on their AI investments. The short version: even Pega is acknowledging that companies spent real money on AI tooling and aren't seeing it pay off. That's not a small admission from a platform that's been selling AI-driven CRM for years.

Here's what that means if you're the one holding the bag on a CRM that already isn't working. The AI features your vendor sold you — the "intelligent" routing, the predictive scoring, the automated follow-ups — probably aren't delivering either. Not because AI is useless, but because AI built on top of a system that doesn't reflect how your business actually runs just automates your existing mess faster.

You don't need smarter AI on a broken foundation. You need a CRM that actually maps to your workflows first, so any automation you add later has something real to work with.

The vendors will keep announcing features. The returns will keep disappointing — until the underlying system fits the way your team operates.

#CRM #SalesOps #MarketingOps #AIStrategy #MidMarket

Original Source

Pegasystems at its PegaWorld 2026 conference unveiled strategies and products to help companies optimize their AI investments.