The Goo Goo Dolls were hot, hot, hot last night – maybe hotter than the desert air. What a perfect ending to a day full of digital evolution, keynotes, and Alan's cupcakes.
This morning, the keynotes were full of promise:
Customers for life
Kicking off the morning, Gilles Leyrat, Senior Vice President of Customer and Partner Services at Cisco, made the critical observation that there's never been a better time to digitize and create customers for life.
All around the globe and in every industry, firms are turning to digital for a competitive edge. They've found, however, that advances in mobile, cloud, and networking technologies are not enough: The customer experience must take center stage.
Gilles Leyrat shared Cisco's story about how the company gets top marks for operational excellence while delivering a world-class customer experience. In short, Cisco is leveraging Pega solutions to optimize business processes, intelligent routing, and service automation across the organization. What a compelling account of how digitization is helping Cisco reimagine its business and create customers for life.
Delivering on the promise
An impressive group of executive leaders tackled the topic, "Delivering on the Promise of Digital Transformation:"
- Christopher Paquette, Digital Principal, McKinsey
- Alistair Currie, Group Chief Operating Officer, ANZ
- Toine Straathof, Executive Vice President, Rabobank Group
- Kevin Sullivan, Senior Vice-President, Head of the Decision Sciences Group, Fifth Third Bank
- Nicole Gleason, Practice Lead, Business Intelligence & Analytics, Merkle
The conversation centered around the idea that organizations of all sizes are engaged in digital transformation programs to improve customer experiences, operational efficiency, and their ability to compete in rapidly changing markets. When most successful, these efforts impact all areas of the enterprise, from marketing, sales, and customer service to back office operations.
Moderated by McKinsey's Christopher Paquette, the panel offered their unique perspectives on what drives digital transformation and how technology and strategy must come together to make it work.
Industry 4.0 and the future workforce
Next up, another panel took on the topic, "The Fourth Industrial Revolution and Workforce Disruption."
Distinguished by the blurring of the physical world with technology, the Fourth Industrial Revolution affects how we live, work, and interact. Whether technology will ultimately be good or bad for society may be debated, but it will certainly have major implications for our future workforce.
Alan Trefler led an inspiring set of presentations on the impact of the Fourth Industrial Revolution on business and on the workforce by Gerald Chertavian, Founder and CEO, Year Up and Alan Marcus, Head of the Technology Agenda, Member of the Executive Committee, World Economic Forum.
Alan Marcus shared data from the World Economic Forum's Future of Jobs report, including the growing impacts on workforce stability, how 35% of core skills will change by 2020, and what kind of skills the new force needs.
As a follow up to that, Gerald Chertavian then talked about how Year Up is trying to solve two key issues: 1.) The lack of skilled talent in growing fields 2.) Limited opportunities for social and professional mobility in underserved communities. YearUp has developed an innovative model that takes student from living in poverty to having rewarding roles in successful companies within a year. The audience was inspired by the presentation, and YearUp made a clear call to all technology companies they have an incredible, but often overlooked, workforce ready to tackle the future of technology.
Pegasystems Honors Partners Driving Business Transformation
Pega announced the winners of the 2016 Pega Partner Awards, which honor partners that have demonstrated extraordinary ability to drive business transformation and enhance customer experiences for clients with Pega apps and Pega 7. The winners are:
- Accenture for Partner of the Year and Partner Excellence in Digital Transformation
- Cognizant for Partner Excellence in Delivery and Enablement
- Capgemini for Partner Excellence in Driving Growth
- Infosys for Partner Excellence in Thought Leadership
Summarizing today's news:
- British Gas Invests in Pega Marketing for Next Generation Decisioning
The UK's largest energy and services provider is now using Pega Marketing and Decisioning capabilities to consolidate multiple platforms into one connected cloud-based system.
- New Accelerated Decisioning Asset from Accenture Speeds Client Revenue Growth, Improves Customer Service
Accenture's new asset provides a series of accelerators, rules and reference architectures, robust planning and delivery tools, allowing clients to achieve results more quickly when implementing Pega Customer Decision Hub solutions.
- Celebrus Launches Connectors to Stream Real-Time Customer Data into Applications
The new Pega Connector from Celebrus lets Pega users stream website interactions and online behavioral data in real time into the Pega Customer Decision Hub, which analyzes it along with other data to suggest the next best engagement action for each customer.
Tonight: Night Club Hakkasan!
Pegaworld 2016 ends on a high (energy) note at Hakkasan, one of the trendiest hotspots in the country. As always, our Pegaworld guests can expect VIP treatment and an awesome ending to a memorable event!