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Customer Engagement Summit Sydney

Making digital transformation real.

  • 26 February, 2019
  • 9:00 AM AEDT
  • Sydney, NSW

Thank you to those who joined us in Sydney for the Customer Engagement Summit on Tuesday, 26 February.

We hope the event inspired those who attended to think about how they can future-proof their technology by empowering front-line staff, creating operational efficiencies, and transforming the customer experience.

We look forward to delivering more world-class events that bring insights, best practices, and excellent networking opportunities.



Luke McCormack

VP & Managing Director, Asia Pacific, Pegasystems

Luke McCormack is the Vice President & Managing Director of the Asia Pacific Region for Pegasystems, where he is responsible for business growth and driving client success. He manages the Sales and Consulting groups located across Australia and New Zealand, ASEAN, and Greater China.

Luke brings over 20 years of successful software experience to Pegasystems, having worked with organisations such as Accenture and Citibank. He was a foundation member of the companies Asia Pacific operations, and during his time has been responsible for building out the APAC Professional Services business, the APAC Sales Organisation, and entry into new markets in ASEAN and Greater China. Earlier in his career, Luke served as a software engineer in the Australian Banking Industry.

Luke holds a Bachelor Degree in Economics and a Graduate Diploma in Business from the University of New England.

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Alan Trefler

Founder & CEO, Pegasystems

In a three-decade career, Alan Trefler has been a visionary leader, a technology change-agent, an innovative philanthropist, and a trusted advisor to business executives around the world.

Alan's unique technology vision and relentless focus on customer success is changing the way many of the world's leading enterprises engage with their customers today. His life's work has been to design a platform for living applications that businesspeople can evolve dynamically to manage the constant disruption and change in today's customer-centric economy.

Alan founded Pegasystems in 1983 and has built the company into an $841 million provider of strategic applications with nearly 4,500 employees in 30 global offices.

Alan's industry recognition includes The American Business Award's "Software CEO of the Year," the Massachusetts Technology Leadership Council's "Public Company CEO of the Year," and the Babson College Academy of Distinguished Entrepreneurs. He frequently presents to international business and technology audiences at industry conferences and has consulted extensively in the use of advanced technology, the future of software, and customer engagement. In 2017, Alan was appointed to the World Economic Forum’s IT Steering Committee.

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Chris Fechner

CIO, Department of Planning and Environment, NSW

Chris is a successful Business Partner and Solutions Manager with the Department of Planning and Environment, with a proven record of delivering technology solutions to innovate business processes and improve business decisions, across big transformative initiatives.

He has proven capability to transform low performing ICT departments into high-value, strategic, multi-sourced, business partnerships that contributes directly to bottom line outcomes. Chris is also an analytic thinker, able to take on multiple perspectives and construct multiple innovative solutions. Under Chris’ management, solutions are then synthesised to implement a single superior solution. A true digital transformation leader.

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Derek Tinworth

Program Owner, Digital Case Management, Optus

Derek brings experience from the Banking and Telecommunication sectors in a variety of Business and Digital Delivery roles where he created digital experiences that really matter to customers. Most recently he has been part of the Optus Agile transformation journey in the Digital Case Management program that will drive a revolution in service.

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Penny Willcock

Omni Channel Manager, CX Lab, Optus

Penny has held various leadership positions across Retail, Digital, CX and Innovation teams in both the telecommunications and banking industries. She has a proven track record of delivering digital experiences which transform CX and drive business outcomes. Penny is currently Product Owner of Optus’ Digital Case Management program and is using the Case Management tool to drive a step-change in Customer Service for the Telco.

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Bronwyn Van Der Merwe

General Manager, Asia Pacific, Fjord, Accenture Interactive

As the General Manager of Fjord across Asia Pacific, Bronwyn Van Der Merwe works with clients to transform their businesses to take advantage of digital and become more customer-centric. Bronwyn is passionate about helping clients solve problems, designing and developing new products and services that improve both the employee experience and the customer experience.

Bronwyn is regularly sought out as a thought leader and spokesperson for Fjord in Australia, with numerous press publications and interviews in, for example, Business Spectator, Marketing Magazine, CMO and ABC Online as well as speaking turns at events such as UX Australia, CDO Summit and VIVID.

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Jonathan Tanner

General Manager, Process Automation , NAB

Jonathan thirty year career has spanned multiple industries including oil and gas, consulting and financial services most recently. He has held senior leadership roles in business transformation and technology delivery, with significant experience in operational transformation in financial services. He moved to Australia in 2008 from the United Kingdom and has spent the last ten years working in senior change roles within the Australian banking sector, most recently for National Australia Bank.

As General Manager for Process Automation at NAB he is responsible for the deployment of capabilities including workflow and robotic automation across NAB’s business footprint, working alongside our process re-engineering teams to simplify, standardize and automate end to end processes for the benefit of our customers and staff.

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8:00 AM

Registration & Networking

9:00 AM

Welcome Address

Luke McCormack, VP & Managing Director Asia Pacific, Pegasystems

9:15 AM

Digital Transformation for Real

Alan Trefler, Founder and CEO, Pegasystems

9:45 AM

Pega Demo: Engage, Automate and Build – Without Limits

Michael Bailey, Solutions Consultant, Pegasystems
Jeff Ainsworth, Solutions Consultant, Pegasystems

10:15 AM

Optus - Increasing Customer Satisfaction whilst Reducing Cost to Serve with Digital Case Management

When challenged to go live with a project in 90 days most development teams would panic - not the new agile squad at Optus, known as “On The Case”! They have Pega on their side. The cross-functional squad went live with “Digital Case Management”, a digital customer facing application that allows customers to raise a case directly online or in the Optus mobile app. The goal was to decrease the number of calls into the call centre, increase issue resolution stats and increase customer satisfaction, with the aim being to move more customers to the digital channel & decrease the cost to serve. 

Using an Agile delivery model with Pega working with Optus side-by-side, the Optus team has been able to deliver in weeks what would have previously taken them 12 months or more.

Derek Tinworth, Program Owner, Digital Case Management, Optus
Penny Willcock, Omni-Channel Manager, CX Lab, Optus

10:45 AM

Coffee Break and partner spotlight talks

11:45 AM

Finding the Spark to Transform

The rise of artificial intelligence and adoption of new technologies are demanding organisations design for change. By enabling people and machines to get the best from one another, organisations can combine strengths to design around customers. Learn the hallmarks of successful digital transformations from around the world and how technologies like Pega are empowering businesses through human-centered design to drive true transformation.

Bronwyn van der Merwe , General Manager, Asia Pacific, Fjord, Accenture Interactive

12:15 PM

Automating the Enterprise - NAB's Unique take on Case Management

Jonathan Tanner, General Manager, Process Automation, NAB

12:45 PM

How DPE is using digital transformation to support scale and operating efficiencies across a diverse stakeholder community

Chris Fechner, CIO, Department of Planning and Environment, NSW

1:45 PM

Close & Thanks

Location Details

Hyatt Regency Sydney

161 Sussex Street

Sydney, NSW 2000

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