Buy Versus Build in the Age of Agentic AI

As organizations race to adopt AI-driven customer engagement, the real challenge isn’t capability; it’s managing the hidden complexity of compliance, scale, and continuous change.

This white paper, written jointly by Pegasystems and Accenture cuts through the hype around AI-native builds and examines the true trade-offs between custom development and Pega Customer Decision Hub (CDH). While modern AI tools can accelerate development, the gap widens quickly as business demands grow across channels, customer journeys, data volumes, and regulatory requirements.