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.
