Frictionless Business

In the Accenture Technology Vision 2018 for Pega: Frictionless Business, Don Schuerman, CTO, Pega, and David Steuer, Managing Director, Accenture, discuss the power of partnerships and how Pega is enabling organizations to develop end-to-end experiences.


David Steuer: Hi this is David Steuer, and I lead up the Pega platform with in cloud first for Accenture. And I have with me Don Scheuerman, who is the CTO for Pega. Don happy to have you here with us.

Don Scheuerman: Always nice to talk to you.

David Steuer: We're gonna talk today about the 2018 tech vision. It's called Intelligent Enterprise Unleashed. And as we do every year we have a set of trends that we're seeing within technology, and these trends are focused on the types of things that are going to allow organizations to better interface with their customer's, to better improve and optimize their own businesses, as well as technology trends that may impact you and I as customers or citizens within the world. Let's go to the fourth trend which is really about building a frictionless business.

Don Scheuerman: Yeah.

David Steuer: And building that business at scale. When we really talk about frictionless business, it's this partnership. You know you hear a lot about blockchain.

Don Scheuerman: Yep.

David Steuer: Blockchain having that ability to ... One technology, one key technology that would have that ability to lessen the friction and create a smoother interaction. Maybe dis-intermediate in some cases certain roles that are being played or certain roles that organizations are playing out there. And maybe to start with, how is Pega enabling a frictionless business?

Don Scheuerman: So I think when we work with clients and we collaborate with clients, we're really pushing clients to think what we call end to end. And so to my mind, end to end thinking means thinking in the context of what is the customer trying to achieve? And then managing the work through that. And, I think that really for a lot of enterprises comes in two phases. One, getting the internal house in order. Knocking through the silo's, and the system separations and the organizational impediments to make it easy for a customer to do something like sign up for a loan. And for a lot of organizations, there's still debt there, there's work to be done to make that frictionless and easy. But then if you really start thinking in terms of customer outcomes, the customer isn't talking to you because they want a loan. The customer is talking to you because they want a new house.

David Steuer: Right.

Don Scheuerman: Right. And then it becomes, okay now, how can I manage or participate in that broader outcome? Whether it's orchestrating partners on the realtor side, on the insurance side, on the moving side, to help the customer get through that end to end experience. That's one of the reasons we really like Case Management. Because Case is really good at capturing the outcome and then orchestrating all the participants into that. It's also the reason we're excited equally about blockchain. Blockchain allows for that sort of shared and also smart contracts between organizations. So that I can start building the ecosystem of partners so that I can deliver the full end to end experience to my client, even if that extends beyond what my individual products and services might do for them.

David Steuer: Yeah it's interesting right because Pega's heritage is in the BPM space. And really now, BPM which has now emerged into digital process automation. It's really that heritage that has allowed Pega to easily integrate with lots of different solutions.

Don Scheuerman: Easily integrate with these different solutions, easily sort of become participants in these broader blockchain's of ledgers and transaction that need to take place. But we've also evolved a lot of the thinking there around processes not being rigid, but processes being much more collaborative, processes being much more dynamic and responsive to changing customer needs and the changing needs of the partners that need to come into and communicate with them.

David Steuer: Yeah what's interest too is part of this frictionless business is being able to build things in smaller pieces or micro-segments, micro-services. We've even seen that, an example we did with Pega we did at a telco, where we have been building out micro-bots, micro-services around those bots. Almost using the bots in the same way you would call an API, but it's of course at a different level. And Pega's queuing capability I think really ... Plus it's integration capability allowed us to be able to do that.

Don Scheuerman: Yeah to both sort of provide out those micro-services but also help you begin to sort of orchestrate and put them together into something that feels coherent and end to end for the client experience.

David Steuer: Yeah absolutely.


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