When we give customers the best customer experience, we as business have the best outcome.

This year it was my first time to attend PegaWorld in Las Vegas. The keynotes were very interesting and most of the breakout sessions were also good. My focus during Pegaworld was on CRM Customer Engagement.

Read more: PegaWorld 2017 – CRM Customer Engagement

I am opening my blog with a (slightly) bold statement "Only a simple design is a good design".

In my role of application architect I have seen the designs of many IT applications and I have also designed multiple applications or components myself. Therefor I have frequently reflected on the following question: What is a good design?

Read more: Simplicity as the truth

The new promise in the IT world nowadays is Artificial Intelligence (AI). It all sounds very futuristic and maybe a little spooky, but is this really the case? AI, it has been around since I remember computers. When using AI in processes, this seems like using more specialised systems and complex integrations.

Nowadays AI is integrated into Pega, which makes it very easy to apply in the Business Process area, where I have the privilege to work in every day. Let’s see if AI is that new or just spooky.

Read more: Artificial Intelligence: new or spooky?

In my last two blogs I have explained how important automating tedious office tasks can be to improve employee satisfaction.

Many big companies already use workflow management tools or business process management suites such as PegaSystems, OpenText, Appian, Oracle BPM Suite, etc. Most of these tools are very powerful but for many small companies they are a bit overwhelming. These big platforms offer many features such as scalability, high volumes, advanced integration, customizing portals & user interface, case management, development environments, multiple build teams, etc.

Read more: The search for small and affordable workflow automation & business process management tools

When you think of a software development tool you probably think of a platform or environment to develop software to support business functionality and/or end users/customers. In most cases you would be correct. But you can use the software development platform for more than just developing software. The developed software also needs to be tested to check whether the implemented functionality matches the intended functionality or not. Usually you would use a software tool, which sole purpose is to test the developed software or manually test the developed software. But you can also use the development tool as a test tool to support/implement (part of) your tests.

Read more: The development tool as a test tool

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