I finished up Pegaworld 2016 at a panel of Pega technology executives who provided the vision and roadmap for CRM and Pega 7. Don Schuerman moderated the panel, which included Bill Baggott, Kerim Akgonul, Maarten Keijzer, Mark Replogle and Steve Bixby.
- OpenSpan RPA and RDA is the most recent technology acquisition; by next year, the workforce intelligence will be a key differentiator for Pega to help their customers analyze user behavior and detect patterns for potential improvement and automation
- Digital channels are now outpacing call center channels in the market, and they are enabling chat and other social capabilities for customer interaction but need to consider how to integrate the text-based social channels into a seamless experience
- Developing with Pega 7 models isolates the applications from the underlying cloud and/or containerization platforms, so that new platforms and configurations can be put in place without changing the apps
- New data visualizations based on improved analytics are evolving, providing opportunities for discovery of business practices
- A simpler modeling environment allows non-technical designers to create and configure apps without accessing the Designer Studio; at this point, technical developers are likely needed for some capabilities
- They are looking at newer data management technologies, e.g., NoSQL and blockchain, to see how they might fit into Pega’s technology stack; no commitments, but interesting to hear the discussion of the use of blockchain for avoiding conflicts and deadlocks in active-active-active scenarios without having to build it into applications explicitly
- Some new technology components, developed by Pega or third parties, may be available via Pega Exchange as add-on apps rather than built into the product stack directly
- They hope to be able to offer more product trials in the future, which can be downloaded (or accessed directly in the cloud) for people to check out the capabilities
- DevOps is seen as more of a cultural than technology shift, where releases are sped up since code isn’t just thrown over the wall from development to deployment, but remain the responsibility of the dev team; a container strategy is an important component of having this run smoothly
- UX design is critical in creating an appropriate customer experience, but also in supporting developers who are developing apps; Pega Express is regularly fine-tuned to provide an optimal modeling/design experience, and Pega Design provides insight into their design thinking initiatives
- All of the data sources, including IoT events, contribute to analytics and machine learning, and therefore to the constant improvement of Next Best Action recommendations
- They would like to be able to offer more predictive and intelligent customer service capabilities; lots of “wish list” ideas from the entire panel
This is the last session on day 2; tomorrow is all training courses and I’ll be heading home. It’s been a pretty full couple of days and always good to see what Pega’s up to.