1:15 PM - 2:00 PM

Registration and Networking

Welcome address

Speaker:
Gareth Williams - Senior Director of Client Growth, Pega

Customer Obsessed: Successes and Insights from National Australia Bank's Customer Brain Journey

NAB is now in its third year of a bold and ambitious implementation of their Customer Brain, built on Pega Customer Decision Hub™. In this session, they will share how they have navigated an enterprise-scale implementation for 8m customers balancing the Service, Sales and Engagement needs across 16 channels, 300 actions, and 2000 adaptive models. How do you manage hundreds of new use cases whilst transforming legacy? How do you bring customer insights to the forefront of your transformation? How much data is too much? Come and find out from the NAB team.

Speaker:
Lisa Marchant – Executive, Customer Decisioning and Data Science (Acting), NAB

Re-imAIgine What’s Possible: From Legacy Dependent to AI Pioneer in Days - Not Decades

Join Pega CTO Don Schuerman for a transformative keynote on how enterprise leaders are escaping the legacy trap - and capturing outsized value with AI-powered operations. Through real-world case studies and live demonstrations of Pega Blueprint™, Don will unveil how global organisations and government agencies are achieving measurable outcomes: 45%+ efficiency gains, $10M+ in cost savings, and over $100M in revenue uplift. This session is not about future ambition, but rather it’s a proven blueprint for rapid, autonomous transformation at scale. Come and see why Pega isn’t just software - it’s the transformation platform built for orchestration, outcomes, and speed.

Speakers:
Don Schuerman, Chief Technology Officer and Vice President of Product Strategy & Marketing, Pega
Jensen Lee, Principal Solutions Consultant, Pega

3:10 PM – 3:30 PM

Customer Case Study

Speaker:
Leeanne Chau - Executive General Manager – Strategy & Transformation / Chief Information Officer, WaterNSW

Capability Modernisation at Bupa: Making experiences faster, simpler, safer and more connected

Learn how Bupa Australia are revolutionising the way they engage with customers, using Pega, to help people live longer, healthier, happier lives. Pega’s Smart Claims Engine and Product Composer are at the forefront of making things easier and simpler for their customers, demonstrating value at all stages of their health journey. Discover how Bupa’s legacy transformation is being powered by AI innovation.

Speaker:
Zoe Janda – Senior Product Manager, Product & Pricing, Bupa

The Next Wave

In this inspiring Next Wave session, big‑wave surfer Mark Mathews shares his extraordinary journey of courage, resilience and perspective from riding the world’s most dangerous waves.
Through breathtaking footage and powerful storytelling, Mark draws compelling parallels between extreme surfing and the challenges leaders face in business today — navigating uncertainty, managing fear and committing fully in moments that matter. His story challenges audiences to rethink how fear shows up in their professional lives, and how embracing it can unlock growth, clarity and momentum.
This session offers a fresh and deeply human perspective on leadership, change and what it takes to move forward when the stakes are high.

Speaker:
Mark Mathews - Professional Surfer

Closing Notes

Speaker:
Gareth Williams - Senior Director of Client Growth, Pega

Networking, Open Booths, Drinks and Canapes