#687: Customer Experience Design using Generative AI, with Tara DeZao, Pega

What if you could test drive your entire customer experience — before even writing a line of code? Agility isn’t just about reacting fast — it’s about thinking ahead, designing deliberately, and testing before committing. In an age where customer expectations shift by the minute, businesses can’t afford to just “build and hope.” Today we are here at PegaWorld 2025 at the MGM Grand in Las Vegas, and we’re exploring how Generative AI-powered prototyping can help organizations visualize and refine the full customer journey before it’s built — and why tools like Pega’s Customer Engagement Blueprint are changing how brands think about strategy, customer-centricity, and innovation.To walk us through this, I’d like to welcome back to the show Tara DeZao, Sr. Product Marketing Director at Pega. About Tara De ZaoTara DeZao, Director of Product Marketing, AdTech and MarTech at Pega, is passionate about helping clients deliver better, more empathetic customer experiences backed by artificial intelligence. Over the last decade, she has cultivated a successful career in the marketing departments of both startups and Fortune 500 enterprise technology companies. She is a subject matter expert on all things marketing and has authored articles that have appeared in AdExchanger, VentureBeat, MarTech Series and more. Tara received her bachelor's degree from the University of California, Berkeley and an MBA from the University of Massachusetts, Amherst. RESOURCES Pega: https://www.pega.com https://www.pega.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Catch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and brandsOnline Scrum Master Summit is happening June 17-19. This 3-day virtual event is open for registration. Visit www.osms25.com and get a 25% discount off Premium All-Access Passes with the code osms25agilebrandDon't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company