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Customer Engagement Summit Sydney

Make better decisions in real time. Get work done faster. Smash organisational silos. That’s what we’re here to help you do. Join us in Sydney to learn how leading brands are partnering with Pega to drive breakthrough results with AI and intelligent automation.

"We knew that the agility and flexibility of Pega would allow us to meet the demands of our customers moving into the future."

Rob Bollard CIO, Intellectual Property Australia

Transform engagement. For real.

What separates winning brands from just-OK brands? Customer experiences. But moving the dial from mediocre to holy-s!#@-is-that-even-possible experiences takes more than great people. It takes great technology.

Join us in Sydney to hear from experts and global brands who are achieving breakthrough results with AI-driven customer engagement and intelligent automation. Discover how they’ve automated processes, cut costs, and future-proofed their technology investments – and how you can do the same quickly and repeatably – with our unified platform.

Experience industry-leading solutions in action:

Speakers


Andrew McMullan Chief Analytics Officer, Commonwealth Bank of Australia

Rob Walker Vice President, Decision Management & Analytics Marketing & Analytics, Pegasystems

Peter Weill Chairman, Center for Information Systems Research (MIT CISR) & Senior Research Scientist at the MIT Sloan School of Management

Amit Bansal Managing Director, Analytics Delivery Lead APAC & Artificial Intelligence Delivery Leader, Accenture

Adrian Jacobs Senior Director of Business Engagement & Systems, IP Australia

Barry Coughlan Head of Automation at ASB Bank, New Zealand

Eloise Forbes Senior Solutions Consultant, Pega

Luie Matthee Senior Solutions Consultant, Pega
Luke McCormack

Luke McCormack Vice President and Managing Director, APAC, Pega

Michael Evans Country Manager, ANZ, Pega

Agenda

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Pega Smart Bar Includes: 

  • 1:1 Customer Engagement
    • What do your customers really want, and when and where do they want it? Get answers in real time, then use those insights to maximize value.
  • Proactive Customer Service
    • Intelligently guide customers to resolution, reduce the cost of service, and deliver outstanding experiences.
  • Intelligent Automation & Robotics
    • Start by tackling routine work with bots. Then bring people, processes, and systems together in innovative (and cost-effective) ways.
  • Low-Code App Development
    • Stay ahead of the curve and enhance productivity by bringing together business and IT.
  • Pega Express Methodology
    • Create effective business applications in as little as a few days – while setting the stage for long-term transformation.
  • Pega Cloud Services
    • Build cloud-based applications quickly and securely. Leave the operational stuff to us.
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Speaker:

Mick Evans
Country Manager, ANZ, Pega

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Speaker:

Rob Walker
Vice President, Decision Management & Analytics Marketing & Analytics, Pega

AI technologies can drive unprecedented business benefits: making intelligent decisions at scale, monetizing huge volumes of data, and jump-starting revenues –all while delighting customers. But as AI’s scope increases, it becomes increasingly difficult to ensure that it will behave ethically. Building on the theme of trusted AI, Dr. Rob Walker from Pega will explore how intelligent software can be used to empower empathy within a company’s engagement program, aiding the development of more sustainable, mutually-beneficial customer relationships. He’ll demonstrate how an organization with the commitment to constantly evolve, and the discipline to enforce ethical guidelines, can achieve tremendous results using a more humane, AI-driven engagement model.

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Speakers:

Luie Matthee
Senior Solutions Consultant, Pega

Eloise Forbes
Senior Solutions Consultant, Pega

You know that feeling –the one where you’re defeated by technology. Legacy systems and messy architecture prevent you from engaging your customers in exciting new ways. Look, we’ve been there too. We understand. But, fear no more...Pega Infinityᵀᴹ to the rescue! By providing you with the superpowers you need to easily build sleek, adaptable apps that morph to the exact needs of your customers at the perfect moment, Pega Infinity has the features that are required to overcome the tech obstacles you face.

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Speaker:

Amit Bansal
Managing Director, Analytics Delivery Lead APAC & Artificial Intelligence Delivery Leader, Accenture

Amit will present on Accenture’s approach to advanced measurement of customer and digital marketing effectiveness using external data sources, machine learning algorithms and techniques. Measurement of marketing effectiveness is highly complex amidst a raft of customer channels, platforms and interfaces with the utility of the insight driving the next action within an applied intelligence delivery framework . 
 
The key to success is the ability to scale and accelerate the development of models, scoring and insight focused on the delivery of highly targeted personalised messages and interactions. Accenture’s approach utilises internal and external data sources incl Facebook and Google within a forward looking model and effectively closes the loop by integrating the insights back into the campaign function; optimising marketing’s impact to drive both above and below the line benefits for clients.

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Pega Smart Bar Includes: 

  • 1:1 Customer Engagement
    • What do your customers really want, and when and where do they want it? Get answers in real time, then use those insights to maximize value.
  • Proactive Customer Service
    • Intelligently guide customers to resolution, reduce the cost of service, and deliver outstanding experiences.
  • Intelligent Automation & Robotics
    • Start by tackling routine work with bots. Then bring people, processes, and systems together in innovative (and cost-effective) ways.
  • Low-Code App Development
    • Stay ahead of the curve and enhance productivity by bringing together business and IT.
  • Pega Express Methodology
    • Create effective business applications in as little as a few days – while setting the stage for long-term transformation.
  • Pega Cloud Services
    • Build cloud-based applications quickly and securely. Leave the operational stuff to us.
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10:45AM – 10:55AM

No to fraud. Yes to business! Using Infosys Fraud detection and management solution on Pega Platform
How do you combat fraud and improve customer experience at the same time? Learn how Infosys and Pegasystems worked together to meet the following 3 business objectives in just 11 months

  • Faster time to market for fraud detection model changes
  • Increase fraud detection agent productivity with better usability and case management functionality
  • Enhance scalability beyond 300 million transactions per year

Bharat Varma: Delivery Manager, APAC, Infosys
Susanto Kumar De: Senior Director, APAC, Infosys

Leveraging a Human Centric approach to make our neighbourhoods safer

  • What if technology is designed to adapt to the needs of those humans it is built for (not the other way round)?
  • What if processes were orchestrated to deliver human outcomes alongside efficiency and velocity? This can sometimes have a dramatic impact on society.  
  • Many Victorians may recall a horrible crime in 2012 where an innocent victim was attacked and killed by a repeat offender. The offender was on parole – a serious issue due to lack of complete information while granting him parole. The Department of Justice and Parole Board decided to do something about it. They leveraged intelligent process automation to provide a complete view of offenders to make informed decisions on granting parole.  

Katja Forbes, Managing Director, Australia & New Zealand, Designit
 

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Speakers:

Adrian Jacobs
Senior Director of Business Engagement & Systems, IP Australia

Luke McCormack
Vice President and Managing Director, APAC, Pega

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Speaker:

Barry Coughlan
Head of Automation at ASB Bank, New Zealand

ASB has a rich history of innovation and were Pega’s first New Zealand Customer four years ago. Initially focused on operational excellence adoption has grown allowing ASB to achieve a number of benefits. Barry will aim to provide an overview of ASBs experiences, challenges, benefits and lessons learnt through their journey.

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Speaker:

Peter Weill
Chairman, Center for Information Systems Research (MIT CISR) & Senior Research Scientist, MIT Sloan School of Management

While many business leaders recognize the threat and the potential opportunity from digital, they lack a common language or a compelling framework to help them to create the next generation enterprise. Building on his latest book, "What is Your Digital Business Model?" (Harvard Business School Press 2018) Peter will introduce a framework describing how firms will make money in the digital era – via great customer engagement and digital ecosystems. Then drawing on data just collected from over 1400 firms Peter will show which business models are most successful and the capabilities firms need to succeed. Finally, Peter will contrast Australian and global firms and suggest where local firms need to buy options for new business models.

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Speaker:

Andrew McMullan
Chief Analytics Officer, Commonwealth Bank of Australia

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Speaker:

Mick Evans
Country Manager, ANZ, Pega

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Pega Smart Bar Includes: 

  • 1:1 Customer Engagement
    • What do your customers really want, and when and where do they want it? Get answers in real time, then use those insights to maximize value.
  • Proactive Customer Service
    • Intelligently guide customers to resolution, reduce the cost of service, and deliver outstanding experiences.
  • Intelligent Automation & Robotics
    • Start by tackling routine work with bots. Then bring people, processes, and systems together in innovative (and cost-effective) ways.
  • Low-Code App Development
    • Stay ahead of the curve and enhance productivity by bringing together business and IT.
  • Pega Express Methodology
    • Create effective business applications in as little as a few days – while setting the stage for long-term transformation.
  • Pega Cloud Services
    • Build cloud-based applications quickly and securely. Leave the operational stuff to us.
Open Accordion Close Accordion

Join us for this complimentary training session to learn how the new Next-Best-Action Designer simplifies customer decision management with guided best practices to help enterprises drive more relevant customer interactions. Learn more here

Premier APAC Sponsor

Presenter Sponsors

Wipro

Exhibitor Sponsors

Location Details

Hyatt Regency

161 Sussex Street
Sydney, NSW 2000

Postponement Notice

Due to the ongoing concerns about the current outbreak of coronavirus, Pegasystems has made the difficult decision to postpone the Sydney Customer Engagement Summit scheduled for February 25, 2020.

Our clients, partners, and employees are our top priority, and we strongly believe this is the right decision given the current circumstances.

Our thoughts are with those directly impacted by the coronavirus.

Postponement Notice

Due to the ongoing concerns about the current outbreak of coronavirus, Pegasystems has made the difficult decision to postpone the Sydney Customer Engagement Summit scheduled for February 25, 2020.

Our clients, partners, and employees are our top priority, and we strongly believe this is the right decision given the current circumstances.

Our thoughts are with those directly impacted by the coronavirus.