Cisco was able to remove over 2 million hours of wait time reduce the time to resolution hours while delivering millions in savings, This was a win all the way around. Cisco first simplified and consolidated the existing processes and applications. Part of this step made rules more explicit for future tuning. Then they automated incrementally to get benefits flowing leading to next best action inline with the processes that directed work to the right person at the right time. Then analytics were applied to super charge the benefits by showing customers their own information and looking for opportunities to fine tune rules and flows.
Then a panel of executives discussed their digital journeys and told of the impact on their organizations, people and their approach to digital change. Each referred their progress on a journey to digital maturity. Alan Trefler then got on stage indicating that Industry 4.0 was going to extend the digital journey even further than we might anticipate. Alan and all the panel mention competencies and skills needed for digital and Industry 4.0, Alan then called Alan Marcus from the World Economic Forum to discuss skill changes coming with digital transformation.
Gerald Chertavian of Year Up came to stage and talked about how they train and place under privileged youth into the digital skills gaps at the entry level. This was a heart warming story of young people that were given a chance at middle level jobs that are greatly needed for every digital journey. American Express and J.P. Morgan are satisfied beneficiaries of these motivated and trained youth. I can identify as I grew up in the inner city and had to fight my way to an education all by myself. These kids just need a chance!
I went to a number of case studies brimming with benefits, but my favorite was British Gas where they mapped out customer needs and journeys. The benefits for BG were a chance to get in early and please customers while anticipating aging equipment through IoT monitoring. BG is now ready for more digital expansion and benefits.
If any of the Pega participants walked away with benefit hunger, it's their own fault because the benefits were served up fresh, fast and in abundance. These benefits came from both the applications and the digital business platform that Pega offers. The highlights if day one are here.