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Online Meet-up – Proactive Customer Service

Be there live and join in the discussion as industry experts, customers and partners discuss real digital transformation and successful implementation in a talk-show format.

November 19 & 20, 2020

10:00 am - 12:00 pm CET

Online

“As a long-standing partner, we are looking forward to the joint organization of this event. The current challenges illustrate how essential exceptional customer service is for business success. We are looking forward to exciting discussions, customer experiences, and insights!"

Christian Schacht VP of Digital Customer Experience

Make brilliant decisions and act efficiently!

Experience case studies from industry leaders first-hand, take part in exciting discussions on transforming customer service, and ask the speakers direct questions in this online meet-up in talk-show format. Receive valuable inspiration:

  • Create a proactive, personalized and smooth service
  • Impress your customers by reducing waiting times and solving problems faster
  • Save costs by automating routine manual tasks

Speakers

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Christiane Stein (Moderator)

Christiane Stein is a news journalist and presenter. For ten years she was News Anchor at the news channel n-tv. The business administration graduate leads through numerous conferences and congresses from industry, business and politics. Her main topics are digitalization, innovations and artificial intelligence.

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Christian Schacht

VP of Digital Customer Experience, Capgemini

Since 2018, the specialist for Customer Experience Transformation at Capgemini has been supporting companies in defining and implementing innovative solutions for sales, service, marketing and eCommerce processes in various industries. Christian Schacht is particularly interested in the use of innovative approaches to optimize the customer experience, e.g. with the help of AI. As a design thinker, his main focus is on viewing and solving problems from the customer's perspective.

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Martin Carney

Sales Director DACH Communications, Media, Utilities and Transport, Pegasystems

Experienced managers from sales and business development sectors contribute extensively in terms of experience, when it comes to network and service transformation. Before joining Pegasystems, Martin Carney had already successfully driven growth in new services and technologies. He and his team have supported new customers such as Deutsche Telekom, Deutsche Bahn, DHL, Vodafone, UPC Switzerland, and Verisure in their digitalization and automation projects since 2018.

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Augustin Largenton

Product Owner digi CLM, Erste Group

Augustin is currently responsible for design and implementation of end to end customer lifecycle´s related processes. His main focus is on ensuring a good balance between high efficiency, strong customer satisfaction and 100% compliancy. Before that, he worked in product management focusing on delivering digital platform for corporate clients.

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Udo Henning

Pega Application Lead, Capgemini

In more than 30 years, the business information specialist has successfully promoted the implementation of ERP and CRM solutions for customers from various industries. Before he took over the role of Pega Platform Lead at Capgemini in January 2020, he spent 5 years as Practice Leader at Pegasystems, where he was responsible for the successful introduction and further development of Pega products at customers in the insurance, telecommunications and life science sectors.

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Katharina Hecht

Solutions Consultant, Pegasystems

Katharina Hecht is Solutions Consultant at Pega, advising customers on the selection of suitable automation solutions. After successfully completing her studies in industrial engineering and management and gaining practical experience in the mechanical engineering and automotive sectors, she has been working intensively on the modeling, optimization and automation of processes in other industries over the last five years. Her current focus at Pega is on the financial services sector.

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Adam Krug

Client Ambassador, Pegasystems

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Benoit Lefranc

Principal Solutions Consultant Specialist, Pegasystems

Agenda - 19. November 2020

10:00 AM

Registration / Dial-In
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10:05 AM

Welcome and introduction of topic and guests
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Meet today’s challenges with service solutions that take you one step further. Learn how to handle a massive volume of requests quickly and efficiently while meeting the needs of each customer and keeping costs down at the same time.

Martin Carney

Pega

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Christian Schacht

Capgemini

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Augustin Largenton

Erste Group

10:45 AM

Customer Success Story
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Our panelists will discuss various approaches for real customer service transformation, as well as take look at what the future may hold - what characterizes customer service in the fast-moving world of tomorrow?

We invite all participants to participate in the discussion! Respond to what you hear, share your experiences, and ask the speakers direct questions via chat or a live studio phone-in connection.

11:25 AM

Summary and conclusion
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Meet-up Demo - 20. November 2020

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Experience Pega technology live! Experts will show successful customer service strategies can be implemented, with engaging demos. Take the opportunity to ask the speakers or experts direct questions again at this point!

Martin Carney

Pega

Augustin Largenton

Erste Group

Proactive and multichannel customer service

If a policyholder changes his address, different policies are affected. Watch this live demo of a car liability insurance to see how Pega can help you manage customer interaction across channels and support it through an end-to-end workflow.

Katharina Hecht

Pega

Udo Henning

Capgemini

Drive proactive Customer Service with Customer Lifecycle Management & KYC

Adam Krug

Client Ambassador, Pegasystems

Benoit Lefranc

Principal Solutions Consultant Specialist, Pegasystems

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