PegaWORLD 2010 Keynote Speakers
 | Opening Video from PegaWORLD 2010We had a little fun with our conference opener to celebrate this break-through year for BPM and Pegasystems. Since BPM truly represents a paradigm shift in the evolution of technology, we drew inspiration from a movie classic on how to depict the Pega Community breaking down the barriers set up by traditional, monolithic technology stacks. | If you missed PegaWORLD, or want to refresh your memory of the highlights, watch this video and videos of the keynote presentations below. |
 | 2010: The Year BPM Breaks Through8:30am - 9:15am Presented by: Alan Trefler, Founder & CEO, Pegasystems Inc. BPM is hot and our customers are being recognized for harnessing the “Build for Change®” vision to create meaningful business advantage. As this approach spreads and business users embrace BPM, two distinctly different approaches are taking shape. There is the pragmatic approach – targeted solutions for specific business challenges with a well defined return. And, there is the transformational approach – infusing BPM into a broader business architecture that brings agility to the entire organization. Alan will discuss both approaches and give context to the many customer successes and immediately applicable examples you will see at PegaWORLD 2010. | 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 also oversees the global sales function for Pegasystems. 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 The Boston Globe, 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. |
 | Business Transformation9:15am - 10:00am Presented by: Kenneth Klepper, Executive Vice President and Chief Operating Officer, Medco In his keynote address to PegaWORLD 2010, Kenneth Klepper will discuss how business transformation is an imperative to achieve the goal of an agile enterprise. In a truly agile enterprise, funding and resources for transformation must flow to the point of accountability. And this means fundamentally rethinking the way we fund, measure, and manage both IT and business resources. Having achieved significant success in Six Sigma, the Medco story tells of a new plateau of agility to which all organizations can aspire. | Presenter Details: Mr. Klepper is a thirteen-year veteran of the managed care industry specializing in large-scale organization change and implementation that improves the quality and efficiency of health care while reducing costs. Mr. Klepper joined Medco in June 2003 and was initially responsible for establishing Medco’s leadership position around Operational Excellence. These improvements to complex project execution, core business reliability and a cultural transformation to a more personally accountable organization set the foundation for Medco’s future innovations and differentiations. His leadership in the development and delivery of Medco’s Therapeutic Resource Center strategy and the delivery of this innovation to the marketplace has served as a significant catalyst to Medco’s sales and profitability growth. His personal commitment of time and energy to Medco’s Talent Management efforts has been a key contributor to Medco’s human potential. |
 | SmartBPM Present and Future Roadmap10:00am - 10:30am Presented by: Kerim Akgonul, VP of Product Management, Pegasystems Inc. Kerim Akgonul will give PegaWORLD 2010 attendees a sneak peak at the upcoming version of the award-winning SmartBPM® Suite, demonstrating new capabilities driven by the vision of Build for Change® as well as the many innovations suggested by Pegasystems' customers. You will see how the industry's leading BPM Suite continues to extend its leadership position. | 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 the Product Management where he successfully drove efforts to commercialize PRPC. Kerim holds a BS in Mathematics and Computer Science from Indiana University of Pennsylvania. |
 | Maximizing Customer Experience: An Expert Panel With Michael Maoz, Gartner VP and Distinguished Analyst for CRM10:00am - 10:30am Presented by: Michael Maoz, Gartner VP and Distinguished Analyst for CRM Michael Maoz lead this executive panel in an examination of best practices for transforming the customer experience. The panel covered topics like
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 | The Patterns of Change8:30am - 9:15am Presented by: Daryl Plummer, Gartner In his keynote address Gartner fellow and visionary Daryl Plummer will talk about the future of BPMS. Gartner sees BPM becoming an imperative for companies looking for process efficiencies in the middle of growing chaos. Some organizations are already maturing rapidly from pragmatic, departmental BPM projects into enterprise-wide transformation movements. The patterns of change — in our economy and society — are increasing in volume and complexity. What affect will they have on us? Daryl Plummer will share his insight on what a BPMS will need do to help build for the future, including:
| Presenter Details: Daryl Plummer is a managing vice president, chief of Research and Chief Gartner Fellow. He manages the Gartner Fellows Program, which is designed to allow senior analysts the opportunity to explore new research ideas and to elevate the Gartner culture and brand with clients. He is chief of Research for emerging trends, business process management (BPM), and enterprise architecture. In this capacity, Mr. Plummer is a primary analyst in cloud computing, service-oriented architecture, BPM, and emerging trends. With Gartner for 14 years, Mr. Plummer has more than 30 years of experience in the IT industry. Prior to joining Gartner, he was division director and technology coordinator for the State of Florida's Department of Management Services. Mr. Plummer was also data center director of the Technology Resource Center, at the time one of the largest data centers in Florida. In this capacity, he managed the introduction of statewide client/server systems and methodologies. He was instrumental in the creation of the state's TCP/IP network and designed and implemented the Florida Communities Network — Florida's economic Internet presence. |
 | A Changing Focus for Business and IT9:15am - 9:45am Presented by: Andy Mullholland, Global CTO, Capgemini What is your IT strategy when you encounter the law of diminishing returns in IT/Business cost control? What happens when your enterprise focus shifts towards enabling rapid growth in revenues, market share, and margins? The ‘Business Technology’ trend has arrived, and creating greater emphasis on people, communications, and collaboration — not on computers and data. While IT has been very effective in automating certain business processes, these represent less than 10% of the time spent by work-type. Broader use of business process management (BPM) tools and methods for supporting and improving human-centric, document-centric, and integration-centric processes can help ‘fast-forward’ IT alignment with — and progress toward — Business Technology priorities. | Presenter Details: Andy Mulholland joined Capgemini in 1996 with thirteen years of experience in senior IT roles. An early pioneer in PC/Network technology, Andy’s focus on Information Technology, as opposed to traditional Computing, brought him international recognition for Internet based technology. Andy's role of Global Chief Technology Officer includes advising the Capgemini Group management board on all aspects of technology-driven market changes. Andy serves on the technology advisory boards of several organisations and enterprises, including Cal IT, (the Californian State Technology Board), and has been, or is, a director of various Industry boards including the Open Mobile Alliance, and the MIT Supply Chain Group, both working on approaches and standards for aspects of the Mobility and Sensors market. He is also a Fellow of the British Computer Society and a Director of the Open Group, the main forum for introducing ‘Services’ based business approaches. |
 | Operational Transformation: How Zurich’s “Target Operating Model” assures Global Agility for the Future10:15am - 11:00am Presented by: Nancy Mueller, Executive VP, Operations, Zurich North America Operational Transformation is a key part of the Zurich strategy. It is about driving customer-focused, effectiveness- and efficiency-based change across and throughout Zurich Group. Operational Transformation is part of The Zurich Way transformation framework and leverages best practice operational design, processes, IT platforms, people and performance management to deliver both competitive advantage and profitable growth. The development of Target Operating Models is a key driver in Zurich’s ongoing process of Operational Transformation; Target Operating Models define the desired future operating state, and ensure that Zurich can effectively ‘connect the dots’ across the organization and operate in a truly global way, with a consistent focus on the customer. There are a number of projects currently in progress that all share a “one design, one solution” approach across multiple business divisions. In this session you will learn:
| Presenter Details: Nancy Mueller is Executive Vice President of Operations for the North America Commercial (NAC) business division. In this critical leadership role, she leads the Business Change & IT, Premium Audit, Risk Engineering, Underwriting Support & Service, Operational Transformation and Operations Policy & Administration teams. Nancy is responsible for driving and assuring the achievement of desired business results from the business division's strategic and operational transformation initiatives. As part of this role, Nancy is a key member of the Zurich Group and General Insurance Operations Councils aimed at driving operational transformation globally for Zurich. Nancy serves as chair of the Zurich American Insurance Company Risk & Control committee. In addition, her team provides the primary point of contact for the Zurich Services of the Americas (ZSA) organization and coordinates real estate strategies for Zurich in North America. |
 | Resurgence of Value Creation through Process Management11:00am - 11:30am Presented by: Jim Adamczyk, Executive Director of Technology, Accenture Software High Performing companies are moving beyond “process automation” to focus on creating “Process Based Advantage.” Accenture will relate the results of its ongoing research into the building blocks of High Performance to illustrate the value of sustainable process centric capabilities. We will review some examples of how clients have focused on aspects of speed, agility, transparency, efficiency and effectiveness in order implement and operate those capabilities to deliver profitable business outcomes. | Presenter Details: Mr. Adamczyk is an Executive Partner in Accenture’s Global Technology Architecture Group and Chief Technology Officer of Accenture’s Software Business. In this role he is responsible for the technology strategy and architecture for Accenture’s Business Software and Accelerators across a number of industry segments including banking, insurance, various manufacturing, retail and distribution segments. As CTO, Mr. Adamczyk provides technical direction and strategy for Accenture’s High Performance Process Framework initiative that is capturing and reusing operating models, process models and metrics, and links to IT solutions across all of Accenture’s Industry Groups in support of the use of Business Process Management at our clients. |
 | The Secrets of Transforming an E2E Sales Process3:45pm - 4:30pm Presented by: Martijn Gribnau, CEO ING Hungary When ING Central Europe set out to transform the sales processes of their Insurance & Pension Fund Servicing affiliate, Martijn Gribnau resolved that it be done with tight collaboration between business and IT and with the full involvement of the sales agents themselves. The sales agents needed help. They were spending far too much time doing redundant work with paper forms and spreadsheets which led to duplicate efforts to check for errors and update backend systems. Mr. Gribnau’s collaborative approach ensured acceptance from the sales agents and delivered a completely transformed end-to-end and significantly automated sales process. While the results include increased productivity, more importantly the sales and marketing management personal are now empowered to better monitor sales progress and success rates, ensure compliance, improve quality assurance, and create stronger relationships with ING’s customers. | Presenter Details: Martijn Gribnau is the CEO of ING Hungary. He has served ING for over 20 years as a senior executive level, running ING operations in The Netherlands, North America and Central Europe. Most recently, Mr. Gibnau was General Manager of ING Nationale-Netherlands (Life Retail) and a Member of the Intermediary Board. Mr. Gribnau received his MBA from Columbia Business School at Columbia University and undergraduate degrees from Rijksuniversiteit Groningen and Maerlant Lyceum. |
 | Business Technology's Human Imperative4:30pm - 5:15pm Presented by: Connie Moore, Vice President and Research Director, Forrester Research Connie Moore will offer the latest insights on how to help your organization build for change with continuous process improvement and business transformation. If your organization is like most, your people include a mix of generations and a wide range of geographies. How will they connect and collaborate? How will they contribute to and deal with transformational change? What impact will change have on roles and job descriptions? How will funding be affected? How do you prepare business and IT for a different way of working together? How do you find and promote the right people? And, what happens when BPM becomes an enterprise-wide mission before you’re ready? Don’t miss this important keynote from one of the leading BPM authorities. | Presenter Details: Connie serves Business Process & Applications professionals and leads a team that provides advice and research focused on application strategy, business process management, customer relationship management, human resource management, and financial processes. Connie's recent research efforts have focused on Lean thinking and dynamic business applications that support designing for people and building for change through the intersection of business process management, the Information Workplace, and Web 2.0. Connie attended the University of North Carolina at Chapel Hill and holds a B.A. in political science and history from East Carolina University and an M.B.A. in information systems from George Washington University. |
