While Alan Trefler, proudly stood in front of a list of companies that are clients of Pega, he pronounced that Pegaworld was no "Awesome Tech Event" with no luminaries, no mass delusions and no BS. He went on to claim real intelligence by having metaphors generating code instead of raw code, real automaton by having outcome driven in process context results and real choice for alternative cloud, database and channel options. The sub-theme was "GET REAL" and the main tent and breakout session case studies backed this theme up. Pega promises a great customer experience, better operational efficiency and better business agility and most case studies had all three.
While Pega offers a strong Digital Business Platform for business operations, it also offers some great pre-canned and customizable solutions for Marketing, Sales and Customer Service. Several examples were given from stage about simple and intelligent always listening bots to help organizations lift their old legacy (brown fields) to a higher level and visually demonstrated below the applicability of both AI and BI intelligence at work in a sales situation
I was impressed by two case studies on the first of the two days I attended. The first was GM who had mapped out their customer touch points and where new digital experiences could help. In fact, GM was planning to interject more touch point options for customer using real time data to allow customer to deal with emerging service issues. This is a great use of digital to enhance the customer experience and lead through great customer touch points in the overall relationship. See below.
Hanover Insurance lead us through their digital transformation plans that had already delivered benefits on their way to better operational efficiency and channel management. They stressed the importance of the business led approach that used incremental improvement through Pegas' agile Digital Business Platform (DBP). The fact that business and IT could collaborate on the DBP was a key facilitator to success. The DBP was used within a very carefully phased architecture that guided the incremental efforts. The benefits, thus far have been encouraging enough to pursue many more steps. While Hanover is not done, it is proving their digital journey beneficial and satisfying. See below:
Bottom Line:
Pegas' clients are walking the talk. It was great to see many digital journeys started, partially completed and future steps mapped. I can't argue with success. It might be not as exciting other conferences, but the results speak for themselves. It takes a Digital Business Platform like Pega and others for digital results To learn more about the DBP, click here to sign up for a free webinar
