Customer Engagement Summit Tokyo
Eventos de Pega

Customer Engagement Summit Tokyo

Don’t just see the future. Define it.

  • 12 September, 2018
  • 12:00 JST
  • Minato-ku, Tokyo

Thank you to those who joined us in Tokyo for the Customer Engagement Summit on Wednesday, September 12. We heard directly from Accenture, KDDI Corporation and Mitsubishi UFJ Financial Group, Inc on how they are thinking about the future of work, the agile enterprise, and how to revolutionise customer engagement with AI – today.

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.



Nobu Watanabe

Vice President and Managing Director, Pega Japan K.K.

Nobuhiko Watanabe has a Bachelor of Law from Keio Gijuku University in 1991. Watanabe worked for Accenture for 23 years from 1991 to 2014 where he served for Japan’s Financial Services Practice. From 2006, he acted as the lead of Accenture’s Japan Insurance Practice and led numerous consulting, systems integration, outsourcing and offshoring engagements with major insurance companies.

  • 2012 Accenture APAC Insurance Lead / Managing Director
  • 2014 Started with Pega Japan with the current role

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Don Schuerman

CTO and Vice President of Product Marketing, Pegasystems

Don Schuerman is CTO and Vice President of Product Marketing at Pegasystems, responsible for Pega’s industry-leading platform and CRM applications. He has 20 years of experience delivering enterprise software solutions for Fortune 500 organizations, with a focus on digital transformation, mobility, analytics, business process management, cloud and CRM. Don has led enterprise software implementations and provided technology and architecture consulting to senior business and technology executives from Fortune 500 organizations, including American Express, Citibank, JP Morgan Chase, and BP. Don holds a BS in Physics and Philosophy from Boston College.

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Hirofumi Aihara

Managing Director, Head of Digital Transformation Division, Mitsubishi UFJ Financial Group, Inc.

Hirofumi Aihara is the Head of Digital Transformation Division, driving the entire digital strategy for Mitsubishi UFJ Financial Group since May, 2017. He is also working as a CDTO advisor since May, 2018. After graduating from the School of Engineering, Osaka University in 1990, he joined Mitsubishi Bank (currently, MUFG Bank). He was responsible for the equity investment, financial planning, and also Financial BPR and MIS deployment projects. He also engaged in IT planning in U.S. and Japan, and worked in Singapore as a Head of Asia System Office (ASO) to drive IT operation in Asia region.

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Jun Shinohara

Managing Director Technology Consulting, Cloud First Applications, Asia Pacific, Africa, Middle East and Turkey Lead, Accenture Japan Ltd.

Jun Shinohara is Managing Director at Accenture Japan Ltd., responsible for Saas Solution lead in Japan and APAC area. He has a strong background in several large system development projects, mainly in CRM areas such as customer management, customer portal, salesforce automation, call center, and enterprise core systems. He is entirely conversant with various SaaS solutions, and a leader of the SaaS ecosystem in Japan. Additionally, he is responsible for Pega business development and have a detailed knowledge of Pega solutions.

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Seiji Kawakami

Agile Development Center, Platform Development Division, KDDI Corporation

Seiji Kawakami joined KDDI in 1999 and had been in System Development division and involved in various system development projects for both B2C and B2B business as a project manager. The last few years, he has been leading KDDI Business ID development team while at the same time he is driving the system development process improvement initiative and practicing agile development and DevOps implementation.

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Event Agenda





Nobu Watanabe, Vice President and Managing Director, Pega Japan K.K.


Pega Keynote

Don Schuerman, CTO and Vice President of Product Marketing, Pegasystems
Digital Transformation... for REAL


Customer Engagement Live Demonstration

Customer Engagement Live Demo (Japanese)


Digital Transformation Strategy in MUFG

MUFG is moving ahead of business process automation by leveraging RPA, one of the main measures of DX strategy. In that project, we are implementing case management software products.

In this presentation, we introduce the MUFG's digital transformation strategy and the reason behind our case management solution choices, and also our own case studies.

Hirofumi Aihara, Managing Director, Head of Digital Transformation Division, Mitsubishi UFJ Financial Group, Inc.


Afternoon Break


Latest Technology Trends for Becoming an Intelligent Enterprise

By rapid evolution of technology including AI, we expect not just that enterprises produce innovative products or services, but that consumers change their style of work and living. In other words, while technology is going to transform everything in the world, customers will not evaluate the value of single product or service but focus more on what kind of value the enterprise provides and what type of faith they have.

If enterprises grab the heart of customers, they can grow, but if not, they will take a knock. To transform the business, enterprises must re-define their relationship with society. In this presentation, we will introduce the mandatory five technology trends under such an environment and how Pega is the productive solution for enterprises.

Jun Shinohara, Managing Director Technology Consulting, Cloud First Applications, Accenture Japan Ltd.


Agile-based Operational Excellence in KDDI

"Joint efforts by Operations and IT departments to achieve a goal in the short term." This is ideal but difficult. The IT department may need to devise better project management and change their mind to deploy more a effective system for business. On the other hand, the Operations team may need to define the necessary and sufficient requirements by reviewing the business process, instead of asking IT to deploy the system to match the current process.

To address such issues, KDDI incorporates fast with the agile development methodology to various operational improvement projects. In this presentation, we will introduce which business we are adopting the agile method, how we leverage the Pega solution, and what are the factors for success are. Additionally, we will also talk about how KDDI plans to transform operations in the future.

Seiji Kawakami, Agile Development Center, Platform Development Division, KDDI Corporation


Close & Thank You

Nobu Watanabe, Vice President and Managing Director, Pega Japan K.K.

Location Details

Toranomon Hills Forum

Toranomon Hills Mori Tower 5th Floor

Minato-ku, Tokyo 105-0001

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Exhibiting Sponsors