PegaWorld 2013 Keynotes

Discover the Return on Excellence

Presented by: Alan Trefler, Founder & CEO, Pegasystems

Market leaders know the only way to win is to quickly improve revenue, drive down costs and dramatically improve customer satisfaction. That’s where the returns are. They also know they have to move beyond systems that saddle them with ever-expanding maintenance costs, and invest in customer experience and operational excellence. Join Alan as he demonstrates how Pega customers are using Build for Change® technology to Discover the Return on Excellence.

Presenter Details: 

Alan Trefler is the Founder and Chief Executive Officer of Pegasystems. He also serves as Chairman of the Pegasystems Board of Directors.

Alan has consulted extensively in the use of advanced technologies, customer service processing, expert systems, and work automation. He has frequently presented to international audiences, and has written for major publications. Alan has been profiled in such publications as Forbes, and Inc. magazine; and was granted a U.S. Patent in 1998 for Pegasystems’ distinctive Inherited Rule-Based Architecture, which provides the framework for Pegasystems’ rules-based Business Process Management (BPM) solutions.

Alan’s interest in computers and expert systems originates from collegiate involvement in tournament chess, during which time he achieved a Master rating and was co-champion of the 1975 World Open Chess Championship. Alan holds a degree with distinction in Economics and Computer Science from Dartmouth College.

Cisco's Evolution to an Adaptive Enterprise Managing "Rapid Velocity of Change "

Presented by: KC Wu, VP, Information Technology, Cisco Value Chain IT, Cisco

Cisco IT operating model has evolved over the past few years into a Large Scale Services ( LSS ) & Governed Capabilities ( GC ) architectural approach. The focus is on making Cisco an adaptive enterprise driving change through business architecture, providing global consistency and scale, local relevancy, connected / unified experience. New business model  & country enablement, resilient, scalable service oriented secure architecture and architecture simplification is a core DNA within our LSS / GC eco system. Within the Governed Capabilities ( GC ) we need to manage the " rapid velocity of change " and implement a business agility layer which allows us to re organize or re align based on the ever changing needs of the business. A comprehensive iBPM ( intelligent BPM ) play which is built on the foundation of global / local rules repositories is a key enabler strategy today within Cisco to achieve all this and much more. Pricing and Discounting domain within Cisco historically has had the most complex rules / process implementations, where we are working with Pega to build out the unified business agility layer, with a focus on customer centricity ( what, when and how ) which allows us to do business at a rapid pace and at the same time empowers our business users to drive the changes where appropriate with minimal IT involvement.

Presenter Details: 

Kin-Ching (KC) Wu joined Cisco in January 1994. In her role as Vice President of Cisco Value Chain IT, she connects people, processes, policies and systems to deliver data services and business capabilities. Her team is responsible for Enterprise Data Platform; Quoting and Ordering , Order Managementand Supply-Chain Services.

KC has held several different leadership positions at Cisco. Prior to her current role, she led teams within supply-chain management, business architecture, and process transformation. She also held program management positions in external factories setup, acquisition integration, order fulfillment systems, and production process optimization.
Before joining Cisco, KC spent seven years at Quantic Industries, an aerospace and defense company, where she held leadership positions in manufacturing engineering and production control. She also worked at Spectra Physics for five years in the process engineering and quality assurance areas.

KC has a Bachelor of Science degree in Mathematics and Chemistry from Indiana University in Bloomington, Indiana, and a Master of Science degree in Industrial Engineering from the University of California, Berkeley.

Transformation Drives Recovery of Mortgage Business

Presented by: Gavin Munroe, CIO, IT & Services, Bank of America Home Lending

The Bank of America Lending Service Group has been leading the way by creating a foundation for the recovery of mortgage industry. Bank of America is building a transformational platform with a unified approach for both information and process that will benefit their customers and create transparency in their highly regulated market. This new platform will enable customers and service representatives to have more visibility and control over all aspects of their assets and loans; including loan modifications, bankruptcy claims, foreclosures, resolving assets and collections. Mr. Munroe will discuss how one of the largest mortgage holders in the country is bringing their transformational vision to reality.

Gavin Munroe is the Legacy Asset Servicing Technology Executive at Bank of America. His team is responsible for the end-to-end technology for Default and Non-Default Mortgage Servicing including Retention, Architecture, Data Management, Liquidation, Cash Management Services, Collections and Customer Service.

Gavin has more than 10 years of leadership and technology experience in the financial services industry. Prior to joining Bank of America in 2011, Gavin was Managing Director of the Asia Pacific region for Synechron, a specialty provider of customized, high-end business-technology solutions.

He was also the Chief Information Officer for Saxon, a Morgan Stanley subsidiary, and has held technology leadership roles at Wachovia, where he planned, developed and implemented forward-looking mortgage technologies.

Gavin has a BSc in Physics and Computer Science from the University of Port Elizabeth in South Africa. He is based in Calabasas, Calif.

Transforming Banking, Simplifying IT

Presented by: Annette Barnes, Group Change Programme Director, Lloyds Banking Group

Lloyds Banking Group is the UK's largest bank, with over 30 million customers and circa 3000 branches. The Group has set out a clear strategy for its business: to be the best bank for customers. By putting the customer at the heart of everything it does, Lloyds Banking Group is implementing its strategy from the customer's perspective via 4 strategic pillars (Reshape, Simplify, Strengthen and Invest). Annette Barnes, Group Change Programme Director, will share the Simplification story for Lloyds Banking Group, its positive impact for customers and colleagues, the journey towards best-in-class cost reduction and how Pega is supporting this significant business change programme.

Presenter Details:

Annette is the Group Change Programme Director, with responsibility for the Group-Wide End-2-End Simplification Programme (the largest of the Group Simplification Initiatives – Investing over £1bn to improve processes for Customers and Colleagues). She sits on the Group Operations Leadership Board. In addition, Annette is the Chair of the Northern Region Executive Committee. In this role, Annette is responsible for the external interactions of LBG with government, MPs, Communities etc. in the North of England.

Annette joined Lloyds Banking Group in January 2011 as the Director of Retail & Wealth Operations. In this role, she had direct responsibility for over 5,000 colleagues performing critical business processes and services for Retail, Mortgage and Wealth businesses in 18 onshore locations and 3 offshore locations.

Until Q3 2010, Annette was an Executive Board Director of MBNA Europe Bank Limited (a Bank of America Company). As a founding member of MBNA Europe, she held a number of senior posts during her 16 years, including responsibility for Collections, Recoveries, Fraud & Underwriting, Customer Services (All customer service contact centres, Telemarketing, Quality Assurance, Backoffice processing, Complaints and QA), Production & Fulfilment, Business Continuity / Information Security, The European Transformation Programme and Technology.

Annette lives in North Wales with her husband and 2 sons.

Bring on Tomorrow

Presented by: Eric Martinez, EVP Global Claims, Operations & Systems, AIG Property & Casualty

Emerging from the global financial crisis, AIG is a leaner, stronger and more agile organization than ever before. AIG has taken responsibility for its actions by repaying the government and is heavily reinvesting in their business. Their new global transformational platforms are eliminating silos and enabling AIG to think and work differently. Technology has become a driving force behind the reinvention of the company, its people and its processes. Mr. Martinez will discuss where AIG has come from and why they are well positioned for whatever tomorrow may bring.

Eric Martinez was named to lead the new AIG Property Casualty Global Claims, Operations and Systems organization in February 2012. He previously had served since 2009 as President and Chief Executive Officer of United Guaranty Corporation. Prior to joining United Guaranty, Mr. Martinez was Executive Vice President, responsible for claims, customer care, and procurement at Safeco Insurance. He also was Executive Vice President of utility operations for Atlanta-based AGL Resources. Born and raised in Connecticut, he holds a bachelor's degree in Mechanical Engineering from Clemson University and a master's in Business Administration from Valdosta State University.

Every Business Is a Digital Business

Presented by: Paul Daugherty, Chief Technology Officer, Accenture

Technology is intertwined in every aspect of business today, from how we interact with our customers, to how we drive operational excellence, to how we adapt to the rapid pace of change.  As a result, Accenture contends that, today, Every Business Is a Digital Business, which is the key theme of its recently released Technology Vision 2013.  Paul will discuss some of the key trends within this research and will reflect on how our joint customers are seeing the results of transforming their customer relationships and differentiating themselves in the marketplace.  He will also elaborate on how Pega’s model-driven architecture uniquely enables companies to achieve the promise of the Digital Business, both outside the company to achieve customer experience excellence, and inside to achieve operational excellence.

• Create Relationships that Scale – ensure that all customer interactions build relationships, and are not mere transactions
• Design for Analytics – with access to big data, we have the opportunity to formulate the questions, and design for the answers
• Data Velocity – matching the speed of decision to the speed of action
• Seamless Collaboration – the new approach is to build social, collaborative applications throughout the digital enterprise
• PRPC 7.1 – is taking model-driven architecture (MDA) to a new level, and Accenture sees MDA as a key element to building an agile Digital Business

Presenter Details: 

Paul Daugherty is Accenture's Chief Technology Officer and also serves as managing director of Accenture's Technology Strategy and Innovation group. With these roles, Daugherty is responsible for Accenture's technology innovation and growth agenda. He oversees Accenture Technology Labs, Accenture's Cloud and Mobility businesses, and groups that incubate emerging technology capabilities. Daugherty also is responsible for Accenture's pool of deeply skilled, certified technology architects.

Previous roles include Chief Technology Architect and overseeing more than 17,000 professionals globally who focused on advanced technology solutions. In these roles, Daugherty founded Accenture's practices in key areas such as SaaS, Social Media, Open Source, and Big Data. He has worked with clients in many industries in areas such as complex systems delivery, infrastructure services, architecture, and IT strategy. Daugherty has also worked with clients on large Business Process Outsourcing (BPO) and IT Outsourcing (ITO) engagements.

Daugherty has a degree in computer engineering from the University of Michigan.

Quantum Leap in BPM and Case Management

Presented by: Kerim Akgonul, Vice President of Product Management, Pegasystems

Pega leads the industry with the highest ranked Business Process Management (BPM) product. The bar is about to be set even higher. Kerim will introduce PRPC 7, and showcase how it will accelerate time to market for new applications, as well as make rapid changes to existing applications. He will demonstrate the latest capabilities in Case Management, User Experience, Data Management, Security, and Integration in the brand new Designer Studio – all focused on reducing implementation time of robust business applications and dramatically improving application reuse.

Presenter Details: 

Kerim Akgonul is the Vice President of Product Management, responsible for the PegaRULES Process Commander™ (PRPC) product, technical documentation, training curriculum development, and the Pega Developer Community (PDN). Kerim has been with Pegasystems for over 17 years, spending his first 10 years in the Engineering department developing solutions for customers. With his extensive knowledge of Pega technology, he moved into Product Management where he successfully drove efforts to commercialize PRPC. Kerim holds a BS in Mathematics and Computer Science from Indiana University of Pennsylvania.

Customer Experience Excellence Panel

Moderated by: Paul Greenberg, Managing Principal of The 56 Group, LLC

Customer service is a critical business differentiator. Hear from executives at award-winning companies about how they are leveraging processed-based CRM to provide an excellent experience across the entire customer lifecycle and earn the respect of their peers.

Presenter Details:

Paul Greenberg is the author of the best-selling CRM at the Speed of Light, and the Managing Principal of The 56 Group, LLC, a customer strategy consulting firm, focused on cutting edge CRM and Social CRM strategic services. He is also a founding partner of BPT Partners, LLC, a CRM training and consulting company composed of a number of CRM luminaries that has quickly become the authoritative training for the CRM industry. He currently is the Chairman of the Advisory Committee of the University of Toronto’s Rotman School of Management CRM Centre of Excellence. He has been a Board of Advisors member of the Baylor University MBA Program for CRM majors, and the co-chairman of Rutgers University’s CRM Research Center.