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Pega: Service, Robots & Adaptation in a Digital Age

9.14.16 By Matthew Stoltz

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Digital transformation is still on everyone’s mind. Will we finally have Jetson-esque flying cars, meals that materialize on command, and robot servants?

Probably not (unless you throw the latest Roomba model and robot manufacturing into the mix).

But 2017 is the year of enterprise service and adaptation. It is a time for enterprises to find opportunities through data, when traditional management roles merge, and when we start to see outcomes of digital transformation.

While everyone looks for a new secret sauce to gain a competitive edge, tech industry leader Pegasystems is calmly standing by two fundamental concepts that have lead them through multiple digital ages: adaptation and service. During the 2016 Pegaworld conference, Pega CEO, Alan Trefler, steered his message away from new and flashy, instead bolstering his company’s claim that its 30-year history of adaptation is more alive and applicable than ever.

This past April, according to Neil Ward-Dutton of the UK-based Advisor (Twitter @neilwd), "Pega acquired OpenSpan, the red-hot [Robotic] Process Automation [RPA] [company] as well as some really neat desktop-based Workforce Intelligence software." The move is in line with Pega's strategic objectives, and automation (along with data services) is on the front lines of digital transformation.

Executives are indeed concerned about their digital place in the universe. A recent survey (also conducted by Pega) found that 72% of executives from all industries consider digital transformation a top line item, and that 62% cite "pace of change" as a significant challenge.

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Pega's latest moves provide digital transformation context for weary executives. Automation will continue to replace offshore manufacturing as global labor arbitrage loses steam. Service intelligence has been adopted from a consumer model (excellent customer service and availability sprinkled with all sorts of UX goodness) and elevates the way people work.

Digital service companies who embrace adaptation and service intelligence will hit their stride because they are best suited to help enterprise customers navigate transformation.

In a CXO Talk interview (YouTube: CXO Talk), Trefler further explained how Pega helps client executives with their digital strategies:

It’s a wonderful opportunity for [Pega] because…we are trying to help meaningful companies engage with their clients, and today that’s all about going digital. [T]here is so much confusion, so many mistakes being made in the way that companies are doing it.

We see a lot of opportunity to be able to try to be thought leaders in this space and show firms about the things to avoid and the things to do…[and] we need to be ferocious about avoiding complacency.

Trefler considers the ability to adapt as fuel. It’s a skill that his company has developed through the years, and leverages to help customers gain an advantage. The addition of RPA and CRM services ensure Pega maintains its place at the front lines of digital transformation.

It will be interesting to see whether or not Pega continues turns up the heat on new found CRM competitors such as Salesforce (which it has firmly placed in its cross hairs) or if the company takes a more gentile approach, using customer stories and its current standing as an iBPM leader to gain ground in the CRM space.

 

Drawing Parallels - Those Who Adapt Will Win

Cost-effective adaptation will be a significant challenge in 2017. 4th Source, with Pega development and QA capabilities, is helping U.S. companies tackle that challenge. 4th Source was among the first IT companies to adopt the Mexico nearshore sourcing model, mitigating the risks and costs of offshore outsourcing while leveraging NAFTA and Mexico’s budding technology sector. 4th Source has since evolved in its own right – embracing delivery excellence with a hybrid U.S.-Mexico sourcing model.

Now, more than ever, businesses seek applied value from their technology. Companies like Pega, and 4th Source, understand this, which is why they stick to the principles that have driven success for their customers in the past: adaptation, service, and the ability to help others navigate their digital paths.

Learn more about becoming digital strong here.

 

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