One Microjourney™ at a time

Alan Trefler, CEO at Pegasystems, just introduced “The new way of operating: One microjourney™ at a time“: What we’re really talking about are microjourneys – an optimized outcome for each customer touchpoint that, for example, changes the customer experience, builds a relationship, or achieves a specific organizational milestone. Acquiring a new customer, opening a new account, fulfilling an order, or resolving a billing inquiry all fit the definition of a microjourney. Applying a microjourney view to systems and operations can help businesses streamline both. Pushing “microjourneys vs traditional business architectures” sounds very similar to the modern “microservices vs. monolithic technical architectures” approach. Link

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