Posted: 12 Jun 2017 16:33 EDT Last activity: 13 Jun 2017 9:36 EDT
PegaWorld 2017 Keynote Contest entry
Three keynotes stood out for me : Sprint, Transavia and Dr Robert Walker's discussion of Opaque/Transparent AI. I have to say the biggest impact was from Transavia because the CEO took a selfie from on stage ... just kidding. I loved the story of Transavia and how they entered the BPM space with a vision...not to improve legacy processes, not to automate manual work, but to transform the airline industry; to create experiences where every seat in the airplane is first-class. Most compelling was the idea that anyone in the company can provide customer service. This wasn't just lip-service: even flight-attendants had the power to resolve any customer claim, so just smoothing over the message but initiating the claim from the iPad. real transformation.