Business Rules Forum

Thursday | 1:05pm - 2:05pm | Organizing & Deploying Business Rules Track
Room: Beech


Business Transformation: How Citi Achieves Business Results and Agility


Speaker Photo: Laura Lete

Laura Lete

Information Technology Director, Citi Group

Setrag Khoshafian

VP of Product Marketing and BPM Technology, Pegasystems, Inc.




    Citi Cards and Pegasystems will co-present on the business impact of the next generation business platform. Dynamic innovations through unified BPM, business rules and decision management are revolutionizing enterprise cultures, and breaking down traditional silos between business and IT.  The presentation will elaborate on continuous improvement methodologies and best practices for success, as well as pitfalls to avoid. Attendees will learn how Citi has:

    1. Increased productivity with nearly two-thirds of its disputes being handled hands-free;
    2. Improved Common Business Processes from 53 days to 2 days;
    3. Optimized Speed of re-engineering and saved IT more than 12,000 hours in one year.


    Laura has been with Citi Group for 5 years.  Her roles have included Quality Leader and Testing Leader; currently she is an Information Technology Director. 

    Previously, Laura spent 19 years with General Electric working in 5 different businesses.  Her roles included Programming Robot Devices on the manufacturing shop floor, Systems Analyst, Database Administrator, Helpdesk Leader, Information Management Assessment Leader, Global Development Leader, Quality Leader, and Project Management Office. 

    Laura’s certifications include Six Sigma Black Belt and the GE Executive Information Management Program.

    Laura Lete graduated from the University of Evansville with a Bachelor’s Degree in Computer Science. 

    As a change agent, Laura transforms teams and their delivery.

    Dr. Setrag Khoshafian is one of the earliest pioneers and recognized experts in Business Process Management. He has been a senior executive in the software industry for the past 25 years, where he has invented, architected, and led the production of numerous leading solutions in enterprise software – focusing on BPM for the past 15 years. He is the Vice President of Product Marketing and BPM Technology at Pegasystems Inc. His focus areas include BPM, BRE/DM, CRM, Case Management, and Risk/Fraud/Compliance through BPM. Setrag is the lead author of nine books as well as numerous business and technical articles. He covers all aspects of BPM in the overall enterprise ecosystem: transformation through BPM, BPM and BI, BPM and SOA, BPM and Continuous Improvement Methodologies, Social BPM, BPM and Case Management. His latest book is Service Oriented Enterprises ( In addition to BPM, he is a noted expert on SOA, object-orientation, and database technologies. Setrag holds a Ph.D in Computer Science from the University of Wisconsin – Madison.

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