Pegaworld 2016: VirtusaPolaris: Using Design Thinking to Create Transformative, Digital-User Experiences in Pega 7 (Presentation)

Design Thinking is a human-centric approach to innovation that leading firms use to create differentiated customer and employee experiences. VirtusaPolaris used Design Thinking to transform the experiences provided by a leading Wealth Manager’s 6,000 contact center associates. By embracing Design Thinking principles the client moved beyond incremental improvements and enacted true step-changes that improved its Net Promoter Scores (NPS) while driving down Average Handling Time (AHT). Design Thinking now plays a fundamental role in the redesign of business functions across the enterprise to transform and differentiate experiences. This session will focus on how to incorporate Design Thinking into your BPM engagements.