Build from the center out
Feeling the need for speed and scalability? You can have both if you take a Center-out™ approach to structuring your technology – and avoid some common mistakes.
5 steps to a Center-out business architecture
Step 1: Start with a brain
Your business architecture begins with intelligence: AI and rules that operate across all available channels. Together, they ensure all conversations are guided by real-time customer information, rules are consistently enforced, and every recommended action is on target.
Step 2: Get the work done
This is where intelligence becomes action. Begin with a microjourney™, the section of a customer journey tied to a specific outcome. Work backwards to define milestones along the way. Then add case management – a software-based approach to managing, automating, and improving work – so you can get every step done and get it right.
Step 3: Connect up to channels
Now that you’ve defined the best way to work, make sure you give customers a consistently great experience. Pega’s Digital Experience API keeps your front-end channels and back-end logic in sync, not in silos. Need to change something? The technology – built in Pega or your front-end stack of choice – updates dynamically without recoding.
Step 4: Connect down to systems
Next, reach into your back-end systems and pull out important data without adding complexity. The Pega Live Data virtualization layer automatically taps into the data you need, regardless of source, so you can modernize legacy systems without breaking your processes.
Step 5: Be ready to scale
Finally, you’ll need architecture that’s agile and flexible enough to grow with your business. By making changes in layers, you can quickly adapt microjourneys for different customer types, lines of business, geographies, and more. Start small and fast. Scale big and broad. And stay future-proof.