The 2022 virtual edition of Pega World took place on May 24, 2022. Like every other year, the event was packed with an assemblage of best practices, riveting insights, and ideas focused on the future. The keynote by Pega CEO and Founder Alan Trefler unveiled the agenda for the future by talking about the move from increased complexity to increased skill one step at a time, equipping oneself for a swiftly evolving tomorrow. The event then featured several success stories across diverse industries showcasing Pega’s prowess.
As a software company specializing in crushing business complexity, the event showcased several Pega powered practices that empowered numerous organizations across a wide range of challenges. A few key features that the keynote was centered around were Process Mining, Process fabric and the various complications of islands of automation and how a center-out approach serves as a likely contender to break free from the shackles of the silos.
"A low-code approach that starts with workflow and not databases means that you can clearly define processes in stages and steps that are unified with personas and data required to execute flawlessly."
A survey showed that 98% of people agreed that technology is critical for success and vital for their jobs. Employees prefer systems that can be quickly updated and operate across different customer touchpoints and channels that connect everything across the complicated landscape. It has been said that a key component triggering the Great Resignation can be attributed to the failure to provide these features to empower the workforce.
Creating numerous solutions that each do simple and individual things makes sense in the early stages of operations. However, this is likely to evolve into a mesh of confusion that eventually complicates the tech stack and convolute the customer experience. This pretext becomes pivotal to marrying the customer’s perspective with the enterprise’s perspective. This lays the groundwork for workflow automation in an increasingly distributed world. This is called a Process Fabric. The fabric enables us to weave processes together to drive end-to-end customer journeys across applications seamlessly. Gartner’s idea of Composable business connects a diverse array of workflows regardless of the platform specifications, saving employees from the hassle of switching around between systems to get their work done.
Process mining can be defined as an analytical discipline that enables discovering, monitoring, and improving processes as. Process Mining works by extracting knowledge from event logs readily available from across information systems.
Check out how process mining works for a more detailed breakdown. With process mining organizations can easily empower their workforce, especially the front-line customer agents with vital information that help deliver smooth and timely customer service. Relevance and hyper-personalization become increasingly critical for customer service.
Organizations looking to build their journey around customer experience need process mining at the heart of their operations. Pega World 2022 also touched upon how call centers are now becoming customer engagement centers and how process mining plays a key role in driving them.
During the course of the event, emphasis was placed on Pega’s Low Code App factory and the power it holds. The Pega App Factory can also be viewed as a starter kit for enabling low-code application development to deliver quick wins within an organization.
It comes packed with an application to jump start program to move from one-off success to repeatable transformation. It helps build and develop environments that encourage reuse and collaboration with IT to ensure quality, scalability, and sustainability.
Adoption of low-code tools – and their related processes – allow business experts to rapidly build apps without writing code. The proper guardrails will protect your business users’ creations – and the outcomes they drive.
As every year, Pega World opens us to a window of limitless possibilities driven by innovation, the power of digital transformation and straightforward implementation. This year was no different. The insights shared by some of the partners of Pega were eye-opening. As we look ahead, we hope to experience and implement similar practices by crushing complexities through the power of Pega.