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.

Also, please consider reading all of my PegaWorld 2017 insights at https://www.linkedin.com/pulse/pegaworld-2017-recap-felipe-deguzman