PegaWorld iNspire 2023 Introduces Us to the Autonomous Enterprise

Catch up on some of the hottest news and views from PegaWorld iNspire 2023

PegaWorld iNspire 2023 Introduces Us to the Autonomous Enterprise
CRMNews Analysis

Published: June 16, 2023

Charlie Mitchell

Ask three people to define Pegasystems’ core business, and you may get three different answers.

“CRM”. “Business process management”. “Low-code application platforms”.

In each arena, the business has amassed a robust portfolio. Yet no single solution rules them all.

As Liz Miller, VP & Principal Analyst at Constellation Research, says: “We want to make them fit into a box, and we expect them to stay there. That has been happening for 40 years now.”

Yet, as PegaWorld iNspire 2023 wraps up, more people seem to be connecting with its vision.

Indeed, Pegasystems is building toward the new age of the autonomous enterprise – and bringing all those categories with it.

Pegasystems’ Autonomous Enterprise

For Pega, CRM is not about building a data store that bridges the gap between sales and marketing. That’s old-school thinking.

Moreover, the vendor sees business process management as more than supporting those ten processes that work together in the back office.

Instead, PegaWorld introduced a new intersection between CRM and business process management, which will drive “the autonomous enterprise.”

“This idea suggests we are moving towards an organization that understands, not only employee and customer data, but the processes of the business,” continues Miller.

That organization can mine and self-heal those processes that flow across the enterprise and touch customers, employees, and partners.

Most brands have a long path ahead to reach this point. Yet, Pega is bringing out new low-code applications, and AI features to support the autonomous enterprise.

For instance, at PegaWorld the vendor unfurled a new resource library for its customers to inspire the effective use of its pre-built business logic, integrations, and AI models.

Moreover, it released a new UX for Pega Constellation – its design system – to scale applications and simplify the addition of design components, templates, and patterns.

Yet, the vendor recognizes that building the autonomous enterprise takes more than technology. A culture shift is also necessary, which many businesses may consider beyond them.

To prove this is not the case, Pega rolled out some end-users to share their stories.

Building the Autonomous Enterprise

NatWest and Wells Fargo joined a panel, discussing how they had deployed a customer data platform alongside the customer decision hub within Pega’s CRM.

Together, these systems pull in customer and event data, powering AI to make customer recommendations and suggest the next steps in their journey.

“That ecosystem will take us to the next level of recommendation in the autonomous enterprise,” adds Miller. “Eventually, we’ll get down to the audience of one because of the event of one.”

To get there, both organizations have reshaped their understanding of automated decisioning.

They pull in new prompts and more data to understand what the customer has done beyond the channels a single function controls. Miller continues:

That tends to be the biggest problem we face today. We want to engage in these omnichannel experiences that we know drive profitability and relationships forward. But, we get trapped in that old contest of: corporate, don’t touch my button.

Indeed, people may say: “No, no, I’m in marketing. You can’t touch that.” Or: “I’m happy with my marketing automation tool that sits over here.”

Many businesses accept this because they don’t consider the end-to-end process, where one workflow hands off to another.

Moreover, they typically do not have the tools to mine and better understand their organizational processes.

Noting this, Miller says:

Our organization’s muscle memory simply isn’t keeping up with where the enterprise needs to be.

“Wells Fargo acknowledged that. It recognized the need to redefine where its business was moving – and Bank of Ireland is another excellent example.

“For instance, they talked about how – when a customer changes an address for their mortgage – they could automate many of those processes. But, some of those downstream processes and functions simply couldn’t keep up.

“But now, with AI, they are able to make sure that their decision hub continues to hum and that data comes into an intentional place – where customer relationships and business processes meet.”

That is the hub, the heart, or “the brain” – as Pega likes to say – of that autonomous enterprise.

Executing on the Autonomous Enterprise

The complex patchwork of processes that enterprises sit on – which many have nicknamed “legacy” – can’t take organizations toward the autonomous enterprise.

Instead, enterprises must strive to create new ways to connect not only data reliably and consistently but so that processes follow suit. As Miller states:

It’s about orchestrating engagements, bringing in that evolution of CRM and business process management, and making it fit for this age of the autonomous enterprise.

“For those of us in customer experience – where we are watching sales, service, and marketing – we must recognize that we sit with this firehose, known as customer data,” concludes Miller. “That is exactly what we need.”

“We need to be able to look at data systems and processes to understand how they connect.”

For more on how to do that, check out Pegasystems CEO Alan Trefler’s keynote, where he delves deeper into Pega’s mission to build the autonomous enterprise.

Alternatively, if you’d like to gather more insights from Miller, take a look at the most recent episode of CX Today’s BIG News Show.



Artificial IntelligenceAutomationCRMEnterprise

Brands mentioned in this article.


Share This Post