TweetI’ll be the opening speaker at an event in Toronto this Thursday, hosted by InformationWeek and Pegasystems, focused on how you can exceed your customers’ expectations. It’s also in Chicago on Wednesday, although I won’t be at that one. You can register for either event here: expect breakfast, networking, speakers including me and some customers, [...]
TweetI’m wrapping up my coverage of this month’s round of four back-to-back conferences with the product reviews, which typically come from multiple meetings before, during and after a vendor conference, as well as some time spent pondering my notes and screen snapshots. I had a remote product demo of SmartBPM prior to PegaWORLD, then a [...]
Tagged PW2010TweetEamonn Cheverton of BAA discussed the recent event-driven implementation of Pega at Heathrow airport for managing aircraft from touchdown to wheels-up at that busiest of airports. In spite of the recent interruption caused by the volcanic eruption in Iceland, Heathrow sees millions of passengers each year, yet had little operational support or information sharing between [...]
Tagged PW2010TweetTrace Fooshee, VP and Business Process Lead at SunTrust, discussed how they are using Pega to improve account opening in their wealth management area. He’s in a group that acts as internal management consultants for process transformation and related technology implementation: this covers issues ranging from lack of integration to inconsistent front-back office communications to [...]
Tagged PW2010TweetNancy Mueller, EVP of Operations at Zurich Insurance North American, gave a keynote today on their operational transformation. Zurich has 60,000 employees, 9,500 of them in North America, and serves customers in 170 countries. Due to growth by acquisition, they ended up with five separate legal entities within the US, only one of which was [...]
Tagged PW2010TweetAdrian Hopkins from TD’s Visa Systems and Technology group talked about their experiences with Pega, through various major upgrades over the years and now with SmartBPM for multi-channel customer management in their call centers. TD is one of Canada’s “big five” banks, but is also the 6th-largest bank in North American due to its diverse [...]
Tagged PW2010TweetKenny Klepper, president of Medco Health, gave a keynote on their business transformation, and how Pega has played a part in that. Personalized medicine is at the core of their strategy; that concept, plus their rapid change and growth through acquisition makes business agility a critical competency. They are looking at how to make medicine [...]
Tagged PW2010TweetWeather and Air Canada conspired against me getting to Philadelphia yesterday, but here I am at the opening keynote as Alan Trefler gives us the high-level view of Pega’s progress (including the Chordiant acquisition) and what’s coming up. Pega is one of the longest-standing BPM players, now 27 years old – although not all of [...]
Tagged PW2010TweetIt’s been quiet for several months for conferences, but things are heating up again for the next four weeks. Here’s my upcoming schedule: This week, I’m at PegaWorld in Philadelphia, including chairing a workshop on Wednesday morning on case management The week of May 3rd, IBM Impact in Las Vegas The week of May 10th, [...]
TweetI think that I’m supposed to know who Congressman Barney Frank is, or what the chair of the House Financial Services Committee does, but I didn’t before reading the agenda: apparently, he oversees laws and regulations that apply to financial services and housing sectors in the US. I’m not sure if that means that we [...]
TweetI thought that I should attend one technical/product breakout, since I’ve been covering customer case studies so far, and I wanted to get a closer look at Pega’s composite application development environment for internet applications, Internet Application Composer. I had a briefing on this a few months back, so have some notes and screenshots from [...]
TweetPaul Kompare, SVP of commercial banking technology at JPMorgan Chase discussed their Pega implementation of a straight-through processing infrastructure for commercial loans. He gave us a brief view of the current environment and the proposed solution, then moved on to discuss their agile implementation approach. Although they refer to this as Agile, it’s still a [...]
TweetWhen Pega invited me to attend the conference, I took a quick glance at the agenda and thought that it said that George Clooney would be speaking. I immediately accepted. On second look, I noticed that it was actually George Colony, founder and CEO of Forrester Research. The somewhat less famous George talked about business [...]
TweetLast session of the day, and Meryl Stewart and Kelly Karlen of BlueCross BlueShield of Minnesota talked about maximizing BPM value through business and IT collaboration. They established a shared business-IT objective of enabling the business to manage their frequently-changing business rules to provide agility, while still maintaining environmental stability by following the necessary change [...]
TweetThe second breakout this afternoon was on improving claims throughput by Rod Dunlap, director at BlueCross BlueShield of North Carolina. Their main driver was to reduce the percentage of claims requiring manual intervention from an initial rate of 17% to a mere 2% by the end of 2009; this didn’t quite turn out to be [...]
TweetThis afternoon is all breakout sessions, and I started with Martin Venema of Royal Bank of Canada (the bank is a customer of mine, although it’s so huge that I’ve never dealt with his group) as he discussed improving customer service through rules-driven case management. Unfortunately, the wifi doesn’t extend to the breakout rooms so [...]
TweetThe morning finished with a session on Pega’s SmartBPM product vision by Kerim Akgonul and Russell Keziere. Due to overruns in the earlier sessions, they had to try to cram a 30-minute presentation into about 8 minutes. They covered off some of the keys to BPM success within organizations: Create a vision for a transparent [...]
TweetAbbie Lundberg, editor-in-chief of CIO magazine, chaired a panel on what it means to “build for change”, including Carol Rizzo (CTO at Kaiser Permanente), Tom Vicknair (SVP of centralized transactions operations payment strategy at JPMorganChase) and Carole Berndt (managing director, global head of client delivery at Citi). It’s great to have a panel that is [...]
TweetThe next keynote was Mhayse Samalya, EVP of Farmers Group and president of Farmers Business Insurance, discussing how to create agility in small business insurance. They write a lot of insurance business in the US, operating under various brands including Farmers and Zurich. They’re better known for their personal insurance and larger commercial business, but [...]
TweetI’m at PegaWorld in Washington DC for the next two days, back at the new and enormous Gaylord National hotel where the Gartner BPM summit was held a few weeks back. I think that the attendance here is more than at Gartner: I’ve been told that it’s 850 and Pega is claiming this as the [...]
