Pegasystems is on a mission to change the customer experience. This mission was crystallized at PegaWORLD 2015. Each of our keynote speakers offered their own unique view on the evolving customer journey and what that means for business and Pega.
Throughout the event, speakers highlighted how they are leveraging Pega applications to drive business benefits and significant value with their companies and their customers. This has become very important because today’s increasingly demanding customers are speaking with their pockets – Altimeter’s Brian Solis noted in his mainstage keynote presentation that 86% of buyers will pay more for a better customer experience. Other keynotes highlighted a myriad of improvements to customer engagement.
- State of Maine is developing apps in less than 40 hours, and standing up system environments in mere hours, CIO Jim Smith told attendees.
- Royal Bank of Scotland (RBS) is using personalization to make the customer experience feel more like the 1970s, when 1-1 face-time was more prominent in banking, Christian Nelissen, The Data Guy at RBS, told attendees.
- Cigna is transforming how it engages with customers today through technology and innovation, redefining what a healthcare organization should be in today’s digital age, Dr. Mark Boxer, Executive Vice President & Global CIO, said in his keynote.
- AIG Japan President and Chief Executive Officer Robert Noddin, detailed how the insurer is deploying Pega applications to more than 135,000 independent sales agents to change the way it provides value and service. AIG built AIG Connect, a state-of-the-art omni-channel portal that empowers agents to reinvent their interactions with customers.
Pega thought leaders reinforced how Pega applications are driving these improvements. Anticipating customer needs creates a brain for your organization, Pega CEO Alan Trefler said. Taking this approach heads off organizations siloes which can damage relationships with customers.
Pega Senior Vice President of Products Kerim Akgonul talked about how expansions and improvements of the Pega 7 platform drive offline mobility to create a stronger workforce. He also touted Pega 7 Express, which simplifies developer environments, allowing applications to be built quickly.
These success stories capped off more than 80-plus thought leadership sessions over two days. Organizations like The Hanover, UnitedHealthcare, Isbank, and The State of Maine spoke about the power of Pega applications in driving efficiency in operations, customer service and beyond. Throughout the conference, session after session talked about the importance that change agents have on executing the vision for business transformation. Pega customers are fighting against the philosophy of doing things merely because “that’s the way we’ve always done it”. This ‘legacy mindset’ inevitably leads down the path of a legacy organization, and a floundering business.
In various sessions, Pega thought leaders, our customers and partners emphasized that modernization doesn’t happen for the sake of it – it takes place because times change and if you don’t embrace innovation, your competitors will hurdle you or even put you out of business. To achieve success, a number of things need to happen (that Pega fosters with its implementations): close collaboration, executive sponsorship, agile development, and clear communication on the benefits and expectations.
Whereas applications were once built with a narrow, vertical focus within organisations in order to meet specific needs, leading global organizations are taking a different approach. A more horizontal, holistic approach to affecting broad cultural change is required to truly innovate. As Pega CEO Alan Trefler made clear, Pega is on a mission to transform the way the world thinks about software.