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Eventos de Pega

Highlights from the Customer Engagement Summit, Paris 2019

The future of Customer Engagement is happening now: Are you ready?

Thank you very much for attending the Customer Engagement Summit, your participation made this a success.

We hope that you found the event inspiring, insightful and that it provided a great networking opportunity.

You will now have seen that to transform customer experience and deliver operational efficiency, the following three points are essential:

  • Full integration of all customer interactions with the back office and legacy systems
  • Agile adoption to anticipate future evolutions
  • Native AI and automation to manage interactions that are becoming increasingly complex

We look forward to meeting you at our next inspiring event.

Video on demand from the 2019 Customer Engagement Summit in Paris:

9:30 AM

Conference Opening

A welcome note from Georges Anidjar, VP, Southern and Western Europe, Pega.


9:40 AM

Pega Expertise: Alan Trefler, Founder and CEO, Pega

Presentation: Digital Transformation… for Real

Alan Trefler, who advises the world’s leading business leaders, shares his vision and strategy.


10:10 AM

CNP Customer Expertise: Pascal Bianne, CIO and Hélène Dandine-Roulland, Solutions Director, CNP Patrimoine

Presentation: Pagod Project

Pascal and Hélène present the steps of their disruptive product development project and how they have obtained spectacular results thanks to the adoption of the Lean-Agile method.


10:30 AM

Cdiscount Customer Expertise: Antoine Piérart, Product and Customer Relation Director, Cdiscount

Presentation: E-care Project

Digital is accelerating the development of new offers and services, so how can we absorb the complexity to maintain a fluid customer experience?

Antoine presents the project set up to achieve the objective of simplifying the customer relations.


11:00 AM

Partner Spotlight: Capgemini, BearingPoint and BPCE

"Espace succession" of the BPCE Group: a digital tool to enrich the customer experience at difficult times of life.

Arnaud Polet - Capgemini Financial Services
Gilles Charrier - BPCE/NATIXIS
Nofel Goulli – BearingPoint

11:25 AM

Partner Spotlight: Sopra Steria

How Pega Infinity drives business digital information

Francois Ducrot, Senior Partner – Digital Center of Excellence, Sopra Steria

11:45 AM

Pega Expertise: Customer Engagement Demo

Presentation: How to create a conversational experience of excellence?

Carlos Mateus, Senior Solutions Consultant and Xavier Dufloux, Solutions Consultant present a whole customer journey on different channels and with many interactions.


12:10 PM

British Airways project Customer Expertise: Jo Boswell, Founder and Director, Sentio-B

Presentation: The art of conversation & the customer experience transformation

Why some of most performing brands deliver the upmost customer experience while others don’t? Data management, implementing new technologies and new processes are key factors for success. But other criteria play a major role. Jo will share her experience as a consultant to some of the largest companies and as the Head of Customer Value Management at British Airways. She will provide guidelines that will help us perform and will guide us to become one of the leaders that delivers the best customer experience.


12:30 PM

Influencer: Laurent Alexandre, IA expert and futurologist

Presentation: The impact of new technologies on our lives

Laurent shares his vision on the impact of the new technologies on our lives and the radical change in the value structure within our organizations.




Laurent Alexandre

IA expert and futurologist

Surgeon-urologist and neurobiologist, Laurent Alexandre is also a graduate of Science Po, HEC and ENA. Founder and developer of Doctissimo.fr. and a dozen hi-tech companies, he now manages NBIC Finance, a holding company in the NBIC sector. He is the author of several books on the evolution of the world of health, including "La mort de la mort," ,"La défaite du cancer," and "La guerres des intelligences”.

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Antoine Piérart

Product and Customer Relation Director, Cdiscount

After joining Casino Group, Antoine Piérart joined its subsidiary Cdiscount in 2011 to be in charge and to develop the whole customer experience including the buying process. He is now Product Director (PC, mobile, apps, chatbot) and customer relation.

Antoine Piérart graduated of ESCP Europe.

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Jo Boswell

Founder and Director, Sentio-B

Jo is founder and Director of Sentio-B, providing advisory services on customer experience innovation as well as coaching development for senior customer experience leaders. She previously enjoyed a career with British Airways spanning 27 year where she held a number of senior leadership roles within the Commercial and Customer experience functions, culminating in Head of Customer Value Management.

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Pascal Bianne

CIO, CNP Patrimoine

Pascal joined CNP Patrimoine in 2014 as CIO within CNP Assurances. He graduated from the University of Polytechnique Hauts-de-France, France.

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Hélène Dandine-Roulland

Solutions Director, CNP Patrimoine

After several years at Natixis Assurances, Hélène joined CNP Patrimoine in 2016 and took over the Solutions Director role in 2017. She graduated from the university of Paris X Nanterre, France.

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Alan Trefler

Founder and CEO, Pega

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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Georges Anidjar

VP, Southern and Western Europe, Pegasystems

With over 20 years experience in the sector of information technology, Georges has always been passionate about customer experience and the impact it can have on an entire organization. It then become obivious for him to start implementing customer contacts applications for major leading brands. He madea strong commitment: Help all visionaires to benefit from technologies such as mobile, cloud, social networks, IoT, robotics and analytics tools; and assist them with innovation and in achieving customer engagement success.

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