Tuesday, June 4, 2019

Pegaworld 2019: To Infinity and Beyond with Digital Super Heroes

PegaWorld, here in Vegas, has great numbers again with over 5000 attendees from over 700 brands. So what's new this year? Actually quite a bit. The biggest announcement was around Pega Infinity. Alan Treflor excitedly described their new name for and the functionality of their digital platform. The strong claim was that Infinity could equally apply intelligence to the Customer Engagement and Digital Automation sides of any business. The secret to winning on both sides of the equation, that typically are at odds with each other, was to balance goals and suggest next best actions leveraging tunable and reusable micro journeys. These micro journeys can be used to overlay and differentiate both organizational and individual customers goals leveraging omnichannel capabilities.

Alan then went on to explain that Infinity was going to add empathy and highly contribute to true design thinking. I'm not quite sure I was able to grok how that was going to happen, but I think there are more announcements coming on the second day around how the customer is feeling at moments of truth or touchpoints.

As always Pega is always demonstrating it's potential through case studies on stage and at breakout sessions. Pega is now calling the outstanding organizations Digital Super Heroes. This is an effective way of getting clients to share a little of their digital success on stage. Don Schuerman announced the DX Heros and introduced Nicole Verburg of VodafoneZiggo who explained how they were using better customer experiences and intelligence to cross-sell products.

Next on stage was the ever-entertaining Karim Akgonul who introduced Moshe Pridan from Sirius XM who went on to explain how they were leveraging omnichannel and customer service to increase revenue. I still don't understand, as a former customer, how Sirius only knows my car and my billing address and not my household and how many cars I have for potential package deals. Anyways Karim went on to further explain Pegas new low code with guardrails approach for citizen developers and summarized the technical pieces that were being advanced or improved.

Lost in the shuffle was a small announcement of the recent "In Chat" acquisition which adds significant Digital Messaging (DM) capabilities. What was obvious was Pegas support for "Girls in Tech" with a fundraising effort of over 400K. The first day was a big hit for me with some compelling breakout sessions with more DX heroes. I am expecting big things on day 2.

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