2021 Pega World: The View of a Newbie

Pega World Inspire was live streamed to participants on 4^th May for two and a half hours, where we could interact with a variety of Pega experts and listen to a multitude of client success stories demonstrating Pega’s technological capabilities and solutions, as well as what’s yet to come.

I know far less about Pega than I did about Adobe, if that’s even possible! When I joined Capgemini at the end of February, I received an introduction to Pega from Ketan Patel, our Pega Practice Head, but didn’t really understand Pega’s capabilities and solutions (although I now have some further understanding).

The event started with an Opening Key Note from a number of Pega Experts and an inspiring talk from the Founder and CEO, Alan Trefler, who detailed the importance of creating simplicity in an ever complex world. He urged the need for a customer focused approach and for business’s to deep dive into consumer’s micro-journeys to improve their overall customer experience. Don Schuerman, CTO, was a facilitator and another main host throughout the event. He introduced a number of Pega experts and covered five tech trends that he proceeded to outline and discuss the importance of, to both businesses and consumers – definitely worth a watch!

Here’s 3 things I learnt at the event:

1. Pega provides low code solutions that make them easy to build, easy to access and scalable to implement.
2. The possibility for Pega and Non-Pega integration.
3. The need for improved customer experiences using data-driven, scalable solutions that can be deployed at speed through omni-channels.

We were also treated to a world premier of Pega Voice AI, which is able to understand the context of conversations, provide prompts and next best decisions and even populate forms based on conversations in real time! It will be really exciting to see how this innovation becomes integrated into normal business practice – I predict improved efficiency and (like everything else Pega has released) an improved customer experience and journey for businesses who choose to adopt it.

Pega’s approach to the event was very personable and I thoroughly enjoyed that participants could interact with Pega experts using the live chat box, where questions were asked and answered almost simultaneously. This made for a richer learning environment and has allowed me to consider different questions I previously wouldn’t have thought about. The event ended with a virtual concert from Walk off the Earth, who used a multitude of instruments and mashed up some well-known songs into one. I think their music perfectly summarised what Pega aims to do – seamless integration of multiple data sources, using different platforms to create the best customer experience.

Pega World Inspire is great for all experience levels, from new joiners who know little about the technology to those with existing knowledge, to better understand how to serve clients using Pega technology. I am very much looking forward to Pega World Inspire 2022 in Las Vegas (COVID permitting)!

Read Ketan Patel’s blog to learn more about Pega from the perspective of Pega Practice Head, innovations and applicability to our clients.

Ellie Hubbard

Graduate Busines Analyst, Digital Customer Experience