Customer Engagement Summit 2017: Amsterdam



Customer Engagement Summit: Insights, Action, Change

What do some of the world’s most admired brands have in common? They’re all ‘Future Empowered’ – leveraging technology to revolutionise customer engagement, drive operational efficiencies, and respond rapidly to market conditions.


Thank you to the 400+ attendees who joined us in Amsterdam for the Customer Engagement Summit on April 11th 2017, where we heard directly from leading organisations about how they are thinking about the future of work, the agile enterprise and how they can revolutionise customer engagement with AI – today.

We hope the event inspired those who attended to think about how they can empower front-line staff, create operational efficiencies and transform the customer experience.

We want to continue to deliver world-class events that bring you insight, best practice and excellent networking opportunities. To help us do so, please take a few minutes to fill out the brief feedback survey.


Highlights from the 2017 Customer Engagement Summit in Amsterdam. | 2:45



Tom Libretto, Pegasystems: Future Empowered

Tom Libretto, Chief Marketing Officer, SVP, Pegasystems, explores what some of the world’s most admired brands have in common, setting out the three factors that make them all ‘Future Empowered’.

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Sander Middendorp, Rabobank: A Balancing Act Between High Tech and Human Touch

At Pega’s Customer Engagement Summit in Amsterdam, Sander Middendorp - Lead Manager Business Lending Products, described how Rabobank is shaping the future of banking in a world that is digital, open and connected.

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Tanny Teijema & Wieke Vrielink, Transavia: Breaking the Silos for a Great Customer Experience

Tanny Teijema, VP Operational Development and Wieke Vrielink, Head of Customer Services, demonstrated in a co-presentation at Pega’s Customer Engagement Summit in Amsterdam how Transavia is on a journey with Pega ‘to make low cost feel good!’

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Kerim Akgonul & Sjoerd Heins, Pegasystems: Experience the Future of Customer Engagement

Kerim Akgonul, Senior Vice President of Products and Sjoerd Heins, Solutions Consultant, Pegasystems provide a demonstration-based overview of what is achievable today using Pega’s customer engagement software. Kerim and Sjoerd take the audience through a series of scenarios along the customer journey.

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Tom Libretto

Tom Libretto

Chief Marketing Officer, SVP, Pegasystems

Tom Libretto is Chief Marketing Officer and Senior Vice President, responsible for global marketing initiatives within Pega. Tom has more than 20 years of marketing leadership experience in global technology organizations including Lotus, IBM, Nokia, and most recently as managing director, global head of digital experience at JPMorgan Chase (JPMC), the largest bank in the US. His multi-disciplinary background includes B2B and B2C marketing and sales experience as well as product management, corporate strategy, and business development roles.

While at JPMC, Tom was responsible for defining and executing digital transformation initiatives for the firm, directing digital marketing, social media, brand activation, email marketing, marketing automation, CRM/Business Intelligence, web, mobile, sales enablement, and marketing operations.

Derk-Jan Brand

Derk Jan-Brand

Managing Director Benelux & Nordics, Pegasystems

Derk-Jan Brand has been a senior executive in the software industry for the past 20 years.

Currently, he is Director Benelux at Pegasystems, providing strategic business applications engineered for evolution to leading companies. Derk-Jan is a results-driven professional working closely with numerous clients to ensure they succeed by leveraging Pega’s advanced software for a wide range of transformation projects.

Previously Derk-Jan Brand held senior management positions at Adobe Systems, IBM Software Group and FileNet.

Kerim Akgonul

Kerim Akgonul

Senior Vice President of Products, Pegasystems

Kerim is responsible for the company’s suite of CRM applications including Pega Customer Services, Pega Marketing and Pega Sales Automation. Kerim began his career at Pega developing applications for customers in Financial Services and Insurance, he soon recognized the power of connecting back-end operations to front-end, customer-facing applications and has allowed business visionaries to leverage technologies such as mobile, cloud, social, IOT, Robotics and analytics to support and innovate how their organizations interact with their customers.

Tanny Teijema

Tanny Teijema

VP Operational Development, Transavia

Tanny is responsible for operational development at Transavia. Tanny has worked for Transavia since 2001 holding positions including VP Customer Experience and Crew Planning Director.

Wieke Vrielink

Wieke Vrielink

Head of Customer Services, Transavia

Wieke leads the Customer Services team at Transavia, responsible for the customer services proposition and policy, multi-channel policy, the handling of customer contacts via the Service Centre and service desks at the airports and the after care.

Wieke also heads up the Passenger Experience team, a multi disciplinary and self managed team. All focused on the customer journey from pre-travel to arrival at the destination. Covering the disciplines of passenger strategy, product development, data analyses & customer insights, customer policies & processes, communication, content and customer service.

Sander Middendorp

Sander Middendorp

Lead Manager Business Lending Products, Rabobank

Sander is an expert in the area of digital transformation and is responsible for transforming the business lending function at Rabobank. This role includes program management, risk & data modelling, online sales, digital SME lending, online lease, online services, innovation partner management, crowdfunding partners, initiating Rabo&Co,,, and

Mark Wiermans

Mark Wiermans

Managing Director - Innovation Center for Smart Services, Accenture

Mark is responsible for growing a new service offering and location for Accenture. The Innovation Center for Smart Services in Heerlen focuses on innovative services that enhance or renew the digital experience. These services are based on Big Data, Artificial Intelligence, Robotics and Blockchain. Accenture service clients in the Benelux and Germany with local talent from the EU region. For Accenture Netherlands, Mark is responsible for driving the Robotics and AI business across Accenture’s Strategy, Consulting, Digital and BPO businesses. Since 2012, Mark has been responsible for the rapid growth of the Technology workforces in Almere and Heerlen. This is achieved by applying industrialization, developing entrepreneurship and investing in new technology and industry capabilities.

In Accenture, Mark is also responsible for our Corporate Citizenship activities we perform together with JINC, which aims at helping kids between 8 and 16 to prepare for the labor market.


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