PegaWorld 2019: Technology and people impacting outcomes

Leanne Russell,

More than 5,000 industry leaders and tech professionals from over 800 of the world’s largest and most significant organizations packed the MGM Grand in Las Vegas to listen to keynotes from Pega’s Alan Trefler, Kerim Akgonul, Rob Walker, Tom Libretto, with help from Adam Field, Megan Atkins, and Julia DeGemmis; plus, real-world stories of customer engagement and digital transformation from clients such as Nicole Verburg of VodafoneZiggo, Moshe Pridan of Sirius XM, Vaishal Gariwala of ING, and Robert Skinner of FordDirect. The audience also heard research findings from Jeanne Ross at MIT CISR on the best way to implement digital change; and an inspiring presentation from Adriana Gascoigne of Girls in Tech on the value of fostering inclusion and diversity within the tech industry.

The purpose for creating and using technology is just as important as the technology itself

As we recapped on Monday and Tuesday, the keynote presentations above highlighted thought leadership in one-to-one engagement, the microjourneys essential to implementing one-to-one engagements, the role digital technologies play enabling seamless customer conversations, and the important of relevance. Pega also announced platform updates , including new messaging capabilities, the industry’s first customer empathy controls, an enterprise low-code factory for citizen developers, and real-time AI connectors. These product enhancements ultimately make it faster and easier to develop and implement apps, streamline operations, connect with customers on a more personal level, and provide visibility into the logic behind engagement decisions.

But this year, PegaWorld wasn’t only about the tech. It was unique in that it challenged us to focus on the role people have in developing and applying technology, as well as the consequences of the outcomes that we can create with the digital tools available to us today and in the future. 

Pega honored DX Heroes™, the digital visionaries using technology to connect people and operations and create radically new ways of working and engaging.

PegaWorld 2019 also sparked discussion of empathy, relevance, and responsibility, and reminded us that we are not just creating “technology for technology’s sake.” As an industry we are creating the ability to react to emotions, connect with others, and build relationships, and we should be thoughtful and transparent in how we apply such powerful technology.

PegaWorld messaging resonated around the globe

Whether attending the event or watching the live streams, PegaWorld 2019 messaging resonated. People were posting and sharing PegaWorld moments on social media. #Pegaworld trended for three consecutive days on Twitter in Las Vegas. More than 66,000 viewers watched the keynotes, special interviews, and panel sessions live via streaming on channels like, LinkedIn, Periscope, and Facebook. And industry media such as TechTarget, DMN, ITWire, Enterprise Times, DestinationCRM, DevOpsOnline, and Which-50 shared the news from PegaWorld.

The learning didn’t stop after the keynotes ended

Hands-on learning on Sunday, and a special Developer Day devoted to IT leaders and developers on Wednesday, helped hundreds of developers take their Pega skills to the next level.

And in the center of it all was our 100,000+ square foot Tech Pavilion inspiring limitless possibilities with our Pega Infinity™ Room and more than 200 products and 100 live demos of ground-breaking customer engagement and intelligent automation solutions from Pega and our partners. 

Thanks to all of our sponsors and staff that made PegaWorld 2019 memorable

Finally, a Vegas-sized thank you to our incredible sponsors who helped us put on a great show and showcased their own industry-leading solutions to help clients achieve amazing outcomes in customer engagement and intelligent automation.  

Get excited for Boston in 2020!

Las Vegas is always amazing, but next year we’re mixing it up and bringing all of the excitement home to Boston. Can’t wait to see you in our hometown at PegaWorld 2020


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  • Industry Group: Várias indústrias
  • Desafio: Excelência operacional
  • Assunto: PegaWorld

About the Author

Leanne Russell, managing editor of Pega’s blog, helps high-tech leaders share their knowledge, experience, and success stories.