Customer Engagement Summit: Insights, Action, Change
Thank you to the 200+ attendees who joined us in Edinburgh for the Customer Engagement Summit on October 31st 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 look forward to continuing to deliver world-class events that bring you insight, best practice and excellent networking opportunities.
Rob Walker, Vice President, Decision Management & Analytics, Pegasystems: AI Risks & Rewards
In his presentation Rob looks at the power of AI, how it’s enabling interactions with technology to become more human-like and the distinctions between opaque and transparent AI.
Rusty Warner, Principal Analyst, Forrester: Driving Business Outcomes with Real-time Interaction Management
In his presentation Rusty examines the role of real-time interaction management in improving customer engagement, offers practical advice on how to do it alongside compelling case study examples.
Dr Janet Egdell, Operations Director & Accountable Officer, Registers of Scotland: Our Digital Transformation Journey
Janet looks at the journey Registers of Scotland has undertaken in moving from a heavily paper-based organisation to becoming a digital registration and information business and its digital vision for the future.
Head of Digital Solutions & Analytics, Royal Bank of Scotland
Thomas Barker leads the Digital Solutions team responsible for web analytics, optimisation and personalisation at the Royal Bank of Scotland. His team’s mission is to instill a culture of Test and Learn throughout RBS whilst using data to improve every digital interaction for all customers and visitors. Prior to taking the helm of Digital Solutions, Thomas led the Performance Media team responsible for the sales driving digital marketing efforts across all RBS banking brands.
Operations Director & Accountable Officer – Registers of Scotland
Janet leads the registration, transformation and business development within Registers of Scotland, as well as being accountable to the Scottish Parliament for its financial management. Registers of Scotland is a non-ministerial department within the Scottish administration, with responsibility for 18 land, property and judicial registers, underpinning the Scottish economy. Janet chairs the executive management team and has been actively involved in steering the transformation of the business from paper-based to digital over the last three years.
Chief Executive Officer, The Data Lab
Gillian Docherty is chief executive of The Data Lab, one of the eight innovation centres set up by the Scottish Government to enhance innovation and entrepreneurship across Scotland’s key economic sectors. She’s recently been named CEO of the year at the Digital Technology Awards and is also one of the UK’s top ten most influential people in data according to DataIQ.
Principal Analyst, Forrester Research
Rusty helps organisations ensure their marketing technology investments are aligned with strategies to meet shifting customer expectations and support the BT agenda — technologies, systems, and processes to win, serve, and retain customers. His research focuses on marketing technologies, including customer analytics, cross-channel campaign management, enterprise marketing platforms, real-time interaction management, and digital customer experience delivery.
Vice President, Decision Management & Analytics, Pegasystems
Dr. Rob Walker is Vice President, Decision Management at Pegasystems. Prior to the acquisition of Chordiant by Pegasystems in April 2010, he was responsible for managing the strategic direction and development of Chordiant’s industry-leading predictive decisioning technologies. As a member of the office of the CTO, Rob also provided support to Chordiant’s global sales activities and partnership initiatives. Prior to joining Chordiant, Rob spent eight years in positions of increasing responsibility with leading global information technology consulting firm, Capgemini.
Managing Director – Pegasystems UK & Ireland
Kieran is Managing Director of Pegasystems in the UK and Ireland. He leads a sales organisation with deep industry domain expertise, focused on delivering great outcomes for clients in the areas of Customer Service, Marketing, Sales Automation and Operations. Kieran has held a number of leadership positions in Enterprise Software working with many of the UK’s largest and most innovative brands across a variety of industries.
Marketing & Decisioning Specialist, Pegasystems
Robin is a Marketing & Decisioning Specialist at Pegasystems where he helps some of the world’s largest companies appreciate and adopt the benefits of contextual customer engagement, conversational marketing and next best action. An experienced senior sales and marketing executive, Robin has for the last 20 years led sales and marketing teams at Concrete Media, Aprimo, smartFOCUS and Xerox.
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