Setrag Khoshafian, Pega’s VP of BPM Technology, presented a breakout session on intelligent BPM and its use in business transformation. He sees BPMS getting intelligent through dynamic case management for ad hoc, unstructured, collaborative processes, able to handle events and more real-world problems. Pega case management includes the Case Designer and Case Portal for designing [...]
Also taggedJohn DeMarchis from PNC Financial Services gave the final morning keynote on how they’re using multi-channel decisioning to increase revenue through a personalized customer experience. They looked at some of the compelling user experiences in the consumer space that are setting expectations of how people want to interact with service providers – Amazon and Google, [...]
Also taggedRob Walker, Pega’s VP of Decision Management (who joined Pega as part of the Chordiant acquisition), gave a keynote on day 2 of PegaWORLD about next best action. He started with a great visual of the analysis of a particular baseball pitcher’s stats, showing that there was some degree of predictability of what type of [...]
Also taggedI’m in the first breakout session of PegaWORLD day 1, and decided to hear Colleen Dugan and Jeff Gallimore of Zurich Financial Services talk about their underwriting solution implemented on Pega. Their original Pega pilot implementation in 2008 was rolled out in 74 days, which is pretty amazing: I know that all the BPMS vendors [...]
Also taggedKerim Akgonaul, Pega’s VP of product management, finished the day 1 morning keynotes with a view of what’s coming in Pega technology: social, mobile and predictive analytics. He stressed that all of the capabilities that customers need for managing work are built into their integrated PRPC platform, making it unnecessary to integrate several different technologies [...]
Also taggedJim Bush, EVP of world service at American Express, delivered a morning keynote here at PegaWORLD to talk about customer service, and how they’re transforming it to provide better value to their customers. 93% of those surveyed say that companies fail to exceed service expectations, which is a complete disconnect with the fact that companies [...]
Also taggedPegaWORLD 2012 day 1 kicked off with a keynote by Alan Trefler on the changing ways in which organizations interact with their customers. In the keynote that I gave at the Appian conference a few months ago, I nailed this point as well, talking about my own experiences with two organizations: one that gets it, [...]
Also taggedI thought I was going to spend the afternoon here in Dallas at the pool before the opening reception at PegaWORLD this evening, but there is a pretty active pre-conference program and I sat in on the financial services special interest group. In my role as a consultant to enterprises implementing BPM (which is usually [...]
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