At PegaWORLD 2015, it’s CRM, evolved!

PegaWORLD 2015 was successfully concluded on June 9th image4in Orlando, FL. The event featured clients and partners from all over the world. An array of keynote speeches, breakout sessions, and demos led the event and there was a lot of learning for everyone, from CEOs to entry-level engineers and from hard-core to passing enthusiasts.

Alan Trefler, the founder and CEO of Pegasystems, kicked off the first day with “CRM evolved”. He discussed the changing face of customer engagement, and how corporations need to adapt to this change to remain competitive. In his speech, he challenged what are considered “old-school” and “traditional” entities, such as traditional financial services organizations to embrace the change and evolve. He emphasized the need for companies to anticipate customer behavior and to be able to respond to a potential problem even before it occurs. He also emphasized the need for companies to move towards strategic software that will allow an organization to evolve more quickly to meet the needs of CG-1qiEUgAAd1sucustomers. An interesting word that came up was, Frankenstack, a term given to implementing a product put together from dead software parts.

Don Schuerman, Pega’s CTO and VP of Product Marketing, discussed Pegasystems’ new technologies, with an emphasis on strategic applications in contrast to the platform itself. The CIO of the State of Maine talked about BPM being a cornerstone in the modernization of enterprise strategy. Brian Matsubara, head of Global Technology Alliances at Amazon, discussed his company’s Web Service offerings and its partnership with Pega to create Pega 7 Express. Kerim Akgonul, Pega’s SVP of Products, discussed changing customer attitudes. He talked about how newer customers expect more and how easy it is for unhappy customers to make their attitudes and experiences public.

As mentioned previously, Pega 7 Express was unveiled at PegaWORLD. A cloud version was image1made available for all attendees, with a 30-day free trial. Pega 7 Express can be accessed through any device, including laptops and mobile devices, and does not require third party plug-ins. Pega 7 Express provides users with personalized dashboards, ad-hoc reporting, case management, and dynamic routing.

On day 2, Brian Solis from Altimeter Group shared his insights into disruptive technologies and how businesses can undergo a digital transformation. He talked about the “Kodak moment” and what it can mean in today’s world. His message to the audience was, “if you don’t disrupt yourself, someone else will do it for you. Innovate or die”. The day also saw two point of view sessions, one from Bob Noddin from AIG Japan and another from Christian Nelissen from Royal Bank of Scotland. Bob Noddin spoke about using customer information and data they possess into an opportunity to do something expected and good. Christian Nelissen talked about how his company uses data and information that they have collected to create a more personalized service for their customers. These result in a more personalized banking experience, similar to what one might have experienced years ago.

The breakout sessions ended with Virtusa’s presentation on its Pega implementation at WellCare image3Health Plans Inc. Baskar Mohan, Director Healthcare and Leon Sabarsky, IT Director at WellCare, led the discussion. Together, they discussed the Complaints, Appeals and Grievances (CAG) program that Virtusa implemented at WellCare. Some of the highlights and achievements that were discussed at this session were the implementation of 125 use cases in just 10 weeks using agile methodology, the high (over 60%) functionality re-use, user training, and robust reporting. Other highlights were extremely high user satisfaction and increase in productivity. The discussion also indicated the importance of focus on image2user experience and frequent demos to the business users.

The three key takeaways from these sessions at PegaWORLD 2015 were: know your customer, reach your customer, and delight your customer. On to PegaWORLD 2016. Viva Las Vegas!

Ramitha Herath

Associate Manager - Delivery, Virtusa. Ramitha is a project manager in the healthcare practice. He has been in the IT sector for over 15 years and has over 10 years of project management and management consulting experience. Ramitha, has worked with Fortune 1000 and Forbes 500 companies spanning the US, Europe, Africa and Asia and is experienced working in multi-national/ multi-cultural environments spanning multiple geographies. Ramitha has been responsible for successful delivery of complex medium and large-scale projects in healthcare, insurance, and media.

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