Are your project contracts setting you up for success—or holding you back? In this episode of Innovation Tales, we dive into how the fine print can make or break a digital transformation. You’ll hear two contrasting stories: one where rigid agreements lead to setbacks and frustrations, and another where agile contracts open the door to faster, smarter decisions.

We’ll look beyond the usual agile vs. waterfall debate and explore how the structure of a contract shapes the dynamics between teams and suppliers. Discover the power of collaboration and how an agile approach to procurement can turn uncertainty into opportunity, setting your project on the path to success.

The episode offers practical advice on structuring contracts that don’t just manage risk but actively build trust between all parties, fostering a collaborative environment where challenges are met head-on. Whether you’re a leader, project manager, or just curious about what makes some projects thrive while others flounder, this episode offers insights you won’t want to miss.

SAFe® and Scaled Agile Framework® are registered trademarks of Scaled Agile, Inc. Please visit https://scaledagileframework.com to learn more.

Pega® is a trademark of Pegasystems Inc. Please visit https://www.pega.com to learn more.

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For most people, making a customer call is an extremely frustrating experience. It is often plagued with disconnected transfers, loss of context, or poor agent response. Why do these things keep on happening? Alexandre Nevski offers the truth about these customer calls by offering a glimpse of what is really happening behind the scenes of contact centers. He explains how these calls are not just about customer satisfaction and conversion rates, but also crafting better teamwork and developing smoother business operations. Alexandre explains how to use artificial intelligence in automating processes and the importance of having a reliable CRM program to deeply improve how customer calls are executed.

Pega® is a trademark of Pegasystems Inc. Please visit https://www.pega.com to learn more.

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Struggling to balance automation with the need for flexibility? In this episode of Innovation Tales, host Alexandre Nevski shares a story from his own experience, highlighting how dynamic case management technology gave one organization the best of both worlds. By focusing on real-time collaboration and data-driven insights, they improved customer service while gathering critical information for process optimization and AI deployment. Get insights and practical advice for your own digital transformation initiative!

Pega® is a trademark of Pegasystems Inc. Please visit https://www.pega.com to learn more.

Post-it is a registered trademark of 3M.

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A significant number of digital transformation projects fail not due to a lack of resources but simply because of wrong prioritization. Sourav Chakraborty of Crescere Analytics is here to discuss how digital leaders can increase their likelihood of success by prioritizing outcomes, executing with speed, and communicating proactively. Sharing two real-life examples, he explains how to reorganize your goals with the help of up-to-date technology and avoid investing millions in doomed-to-fail projects. Sourav also breaks down the skills every product manager must possess to deliver the best results to your business.

Monitoring and analyzing how work is actually done in your organization can be an overwhelming task to accomplish. Brian Kelleher, Senior Director of Product at Pegasystems, goes beyond the traditional performance tracking approaches against a predefined set of indicators through process and task mining. Joining Alexandre Nevski, he explores how some leaders leverage and combine these strategies to achieve an in-depth x-ray vision of their businesses. Brian also explains how data mining greatly helps in executing a virtuous and continuous improvement cycle within an organization.

⭐ For further insights, check out:

📄 Brian's article: How Process Mining and Task Mining Work Together

📚 Recommended reading: Process Mining: Data Science in Action

Pega® is a trademark of Pegasystems Inc. Please visit https://www.pega.com to learn more.

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The digital world is evolving fast and is not expected to slow down even one bit. Therefore, those involved in technological innovations and software development must keep their technical skills current at all times. Diane Smith-Knowles, a Partner Success Technical Lead at Pegasystems, explains how leaders can keep their teams up-to-date with the latest trends and updates. She talks about addressing the anxiety and uncertainty around trying new digital methods, especially when such changes are happening at an extremely rapid pace. Diane also discusses the importance of leaders creating a strong rapport with their teams to help them update their skills and further nurture close-knit technical collaborations.

Pega® is a trademark of Pegasystems Inc. Please visit https://www.pega.com to learn more.

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Have you ever had a feeling that a new technology solution was not addressing the actual challenges faced by your organization? Why do project teams regularly commit to a solution before getting a chance to validate its relevance? Alexandre Nevski sits down with Baruch Sachs, Vice President of Global Client Innovation at Pegasystems, to explore the benefits of design thinking. Looking back to his first-hand experiences as a designer, he shares how he led the company to partner with its clients to help them understand their challenges before committing to a particular technology solution.

Pega® is a trademark of Pegasystems Inc. Please visit https://www.pega.com to learn more.

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Digital innovations are more than just faster delivery time or better software interface. Above anything else, experience design must be taken into account for these solutions to be truly impactful. In this episode, Alexandre Nevski chats with Glen Finch about what it takes to deliver human-centered innovation in an era of rapid technological change. Glen discusses how to design digital solutions not just by focusing on what is happening on their screens but even beyond it. He explains how to successfully craft such customer-based designs without setting aside company goals and expectations. Alexandre and Glen also talk about the importance of human intervention in today’s continuous rise of automated systems and artificial intelligence.

Pega® is a trademark of Pegasystems Inc. Please visit https://www.pega.com to learn more.

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