---

Keynote presentations

Future Empowered
Alan Trefler, Founder and CEO, Pegasystems

 

 

Sprint’s Customer-First Strategy
Roger Solé, Chief Marketing Officer, Sprint

 

 

Automation, AI and Customer Engagement
Kerim Akgonul, Senior Vice President, Products, Pegasystems

 

 

Automation, AI and Customer Engagement
David Mingle, General Director, Global Customer Experience Execution, General Motors

 

 

Automation, AI and Customer Engagement
Kushala Silva, Group Director, Innovation and Emerging Technologies, Coca-Cola

 

 

Scotiabank: A Future Empowered Bank
Jason Charlebois, SVP, Technology, Scotiabank

 

 

AI in Customer Engagement: Balancing Risk and Reward
Dr. Rob Walker, Vice President, Decision Management and Analytics, Pegasystems

 

 

Building a Customer Centric Ecosystem
Mattijs ten Brink, Managing Director – Chairman, Transavia

 

 

---

Breakout sessions: day 1

• Is Your Business Soaring? It Can, If You Personalize the Customer Journey Using a Decision Hub with British Airways
• Revolution to Evolution - Shifting Gears from Major Investment to Continual Improvement at CSAA Insurance Group
• Cisco Digitized Agent: Using Decisioning to Route Complexity to Best Available Agent
• Operational Wedded Bliss - Marrying the Power of Robotic Automation and BPM Automation for Core Business Successes
• High-Tech and High-Touch Business Lending at Rabobank
• Digital Selling - How Alfa-Bank Transformed Sales with Pega Sales Automation
• CBA Puts Customers at the Heart of Their Business
• Optus - Delivering Increased Conversion Rates and Sales Value through a Consistent Customer Conversation Across Channels
• Modernization - Early Wins at the U.S. Department of Justice
• Women In Technology - Driving Innovation and Growth Within Senior Leadership (Panel)
• Wild Wild West - Using Governance and COE to Lasso Robotic Automation (Panel)
• Service Excellence – No Excuses! Maximizing Pega Solutions for CRM Transformation at The Hanover
• The Allianz Italy Journey - Migrating from SFDC to Pega Sales Automation
• Testing at the Speed of DevOps
• Streamline Operations for Better Selling
• Is the 360° Customer View Dead?
• Driving Excellence - Center of Excellence Panel Discussion and Best Practices
• Making Technology Human - Transforming Global Multi-Channel Patient Engagement with C3i
• Accenture - Turnkey Solution from Accenture help Etisalat and Oi Optimize Customer Value with Minimal Staff and Costs
• Accenture - DevOps in a Box: Making Continuous Integration Easier
• Innovation in Highly Regulated Industries (Panel)
• What’s Next - Vision and Roadmap for DevOps, Developer Experience, Cloud, Security, and the Pega Platform
• Contact Center Technology Trends and Developments
• Cognizant - The Digital Transformation Journey of CareFirst Blue Cross Blue Shield
• Pega 101 - AI, Automation, Agility
• The Four Keys to Unlocking Marketing Success
• How RBS Uses Decisioning and Analytics to Make Banking Personal for Today's Customer

---

Breakout sessions: day 2

• Preemptive Customer Service - Anticipating Moments of Need
• The Science Behind Sales Effectiveness
• Get Real - Artificial Intelligence Can Elevate Your Customer Experience Today (Panel)
• From Breakdowns to Breakthroughs - The 7 Deadly Sins of Customer Journeys (Panel)
• Air France-KLM - From Reactive to Proactive Customer Service
• Transavia Airlines - Breaking Organizational Silos for a Great Customer Experience
• From Product-Push to Connected Conversation
• Winning the Battle - Managing Patient Throughput using Tenet Healthcare's Emergency Department Flashboard
• How Scotiabank Improved Customer Engagement in Online and Mobile Channels with an Agile Customer Decision Hub
• Roche - Hybrid COEs and Pega Cloud in a Regulated Industry
• TSYS Innovation in Customer Service
• Virgin Media - Accelerating Network Transformation in 84 Days
• Serving the VA Mission through Digital Transformation, Automation and Customer Service
• Vodafone Turkey Delivers Staggering Revenue and Increases NPS with Proactive and Personalized Sales Offers
• Building an Effective Business Case for your Pega Initiatives (Panel)
• AI-Powered Virtual Assistants - Go Beyond Sci-Fi to Maximize Your User Experience
• How Allianz Global Corporate and Specialty Transformed Their Front Office
• How New York Life Delivers Exceptional Customer Experience
• WW - A Multi-Speed Solution for a Multi-Speed World
• Accenture - Moving Beyond UI - Leveraging AI Through Design Thinking
• Virtusa - Achieving Higher Levels of Pega Reuse Using Business Capability Modeling (BCM)
• Standard Chartered Bank – Transformation of Managing Global Client Implementations
• What’s Next - Vision and Roadmap for AI, Robotic Automation, and Customer Engagement Applications
• Capgemini - Swedbank’s Journey to Becoming the Bank of the Future
• Cloud Choice - The Pega Platform Unplugged (Panel)
• Avoid the Curse of Bad UX - Can AARRR (Pirate Metrics) Transform Your UX Approach?
• Infosys - Transforming to World-Class Digital Operations through BPM
• Express Scripts - Journey of the Coverage Reviews and Prior Authorization Process
• TCS - CRM Evolution in TalkTalk