Build for Change
Revolutionizing Customer Engagement Through Continuous Digital Innovation
『Build for Change』の概要
In "Build for Change," Pegasystems CEO Alan Trefler reveals why today's businesses fail when facing Generation D consumers who discover, devour, then demonize brands. How did Nokia and Borders collapse? The answer lies in continuous digital innovation that tech leaders now consider essential.
『Build for Change』の主要テーマ
- digital customer experience
- omnichannel business transformation
- consumer power shift
- data driven agility
- brand authenticity
『Build for Change』の名言
Businesses that can't adapt...will cease to exist entirely.
Gen D stands for discover, devour, demonize.
Now we hope and pray that they want to 'own' us.
Data alone is like memory without judgment.
They distinguish clearly between chosen vulnerability and corporate surveillance.
『Build for Change』の登場人物
- Alan TreflerAuthor and founder/CEO of Pegasystems
- Jamie DimonCEO of JPMorgan Chase and reader of the book
- Rick WagonerFormer GM CEO quoted on customer relationships
著者について
『Build for Change』の著者について
Alan Trefler, bestselling author of Build for Change and visionary CEO of Pegasystems, is a globally recognized authority on digital transformation and business process innovation.
The book, which explores strategies for thriving in customer-driven markets, draws on Trefler’s four-decade career pioneering low-code software solutions used by Fortune 500 companies. A Dartmouth-educated technologist and chess prodigy who tied for first in the 1975 World Open Chess Championship, he combines analytical rigor with real-world insights on organizational agility.
As founder of the Trefler Foundation, his commitment to education and equitable access to technology informs the book’s emphasis on ethical innovation. Recognized as Software CEO of the Year and named to Forbes’ billionaire list, Trefler’s frameworks power enterprises worldwide.
Build for Change has been hailed as an international business bestseller, cementing his status as a thought leader in adaptive enterprise strategy.
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この本に関するよくある質問
Build For Change outlines strategies for businesses to thrive in the digital age by revolutionizing customer engagement through adaptive technology and organizational transformation. Trefler emphasizes overcoming outdated IT systems, understanding Generation D consumers, and fostering collaboration between technical teams and business leaders.
This book is essential for CEOs, digital transformation leaders, and IT professionals seeking to align technology with customer needs. It’s particularly valuable for organizations struggling with outdated systems or declining customer loyalty in competitive markets.
Yes – its insights on predictive customer analytics and continuous digital innovation remain critical as AI and real-time personalization dominate modern business strategies. Trefler’s framework for avoiding "customerpocalypse" makes it a timely read despite its 2014 publication date.
Generation D represents digitally empowered consumers who demand transparency and instant gratification. These tech-savvy customers use social media to amplify feedback, forcing businesses to adopt agile processes or risk reputation damage.
Trefler criticizes rigid IT systems that hinder adaptation, advocating for business-driven continuous improvement instead of data hoarding. He proposes replacing legacy systems with flexible architectures that let non-technical staff modify customer processes.
Key strategies include:
- Prioritizing contextual awareness over broad marketing campaigns
- Designing reciprocal relationships that build trust
- Using real-time feedback to predict customer needs
The book urges companies to break silos by involving IT teams in strategic planning and training business leaders in basic system design. Trefler compares this synergy to botanical cross-pollination for creating resilient solutions.
Trefler highlights three fatal flaws:
- Excessive focus on data collection over actionable insights
- Slow response times to changing customer expectations
- Disconnection between technical capabilities and business goals
It advocates redefining roles to blend technical and customer expertise, with examples of companies that empowered frontline staff to modify digital workflows. Trefler stresses this prevents costly over-reliance on external developers.
Unlike typical tech-focused guides, Trefler positions organizational culture as the innovation driver. He emphasizes trust-building with customers through transparency rather than just deploying new tools.
The book teaches how to turn satisfied customers into brand advocates by:
- Delivering personalized experiences at scale
- Rapidly addressing negative feedback before it trends
- Creating viral-worthy engagement loops
While light on specific case studies, the book draws on Trefler’s experience building Pegasystems. It references companies that survived digital disruption by letting business teams directly adjust customer journey maps without coding.
