Sunday, June 3, 2012

9:00AM - 5:30PM

Pre-Conference Training (Full and 1/2 Day)

1:30PM - 5:30PM

Workshops & Alliance Partner Training

3:30PM - 5:30PM

Special Interest Groups (SIGs) will be held for Banking and Capital Markets, Insurance & Healthcare

6:15PM - 8:45PM

Welcome Reception

Monday, June 4, 2012

6:30AM - 8:00AM

Breakfast

8:00AM - 8:30AM

Delivering on the Promise of Customer Centricity
Alan Trefler, Founder and CEO, Pegasystems

8:30AM - 9:15AM

How Net Promoter Companies Thrive in a Customer-Driven World
Fred Reichheld, Bain Fellow and Founder of Bain & Company’s Loyalty Practice, Bain & Company

9:15AM - 9:45AM

A Relationship-Driven Approach to Service
Jim Bush, Executive Vice President, World Service, American Express

9:45AM - 10:30AM

Intelligent Business Applications: Social, Mobile, Predictive
Kerim Akgonul, VP Product Management, Pegasystems

11:15AM - 12:15PM

Breakout Sessions

12:15PM - 2:15PM

Lunch, Meetups & Technology Pavilion

2:15PM - 4:30PM

Breakout Sessions

4:30PM - 6:00PM

Cocktail Reception in Technology Pavilion

6:30PM - 10:30PM

Customer Appreciation Event

Tuesday, June 5, 2012

7:00AM - 8:30AM

Breakfast

8:30AM - 9:15AM

Mobilizing for Today’s Business Complexity
Alastair Jacques, Senior Vice President and CIO, Medicare and Retirement, UnitedHealth Group

9:15AM - 9:45AM

Optimizing Customer Value Through Next-Best-Action
Dr. Rob F. Walker, VP, Decision Management & Analytics, Pegasystems

9:45AM - 10:30AM

Increasing Revenue Through Multi-Channel Decisioning
John DeMarchis, Senior Vice President, Customer Management,The PNC Financial Services Group

10:30AM - 10:45AM

Closing Comments
Alan Trefler, Founder & CEO, Pegasystems

11:15AM - 12:15PM

Breakout Sessions

12:15PM - 2:15PM

Lunch, Meetups & Technology Pavilion

2:15PM - 6:00PM

Breakout Sessions

4:45PM - 6:00PM

PRPC Product Innovation Hotseat CRM Product Innovation Hotseat, Unified Marketing Hotseat

4:45PM - 6:00PM

Texas User Group Meeting

6:30PM - 10:30PM

Community Dinners

Wednesday, June 6, 2012

9:00AM - 5:30PM

Post-Conference Training (Full and 1/2 Day)

9:00AM - 12:00PM

Workshops