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Pega Events

Customer Engagement Summit Edinburgh

Making digital transformation real.

  • March 5, 2019
  • 9:30 AM GMT
  • Edinburgh, GB

We look forward to seeing you at the Customer Engagement Summit on Tuesday, 5th March.

Venue: The Assembly Rooms, 54 George Street, Edinburgh, EH2 2LR

The registration desk will open at 8:30 AM and you’ll have time to connect with colleagues/peers, watch a demo or two and enjoy a light breakfast before the event begins at 9:30 AM. Please scroll down for details on the speakers, agenda, timings and location



Paul de Laat

Customer Data & Insight Director, Centrica

Paul de Laat joined British Gas in 2016 and is the Data, Insights & Customer Value Management Director. Paul leads a team of 200, driving the transformation around Data, MI, Analytics, Customer Insight and Customer value management.

Prior to joining British Gas, Paul was the Customer Insight Director at the John Lewis Partnership. Paul held similar roles at Lloyds Banking Group, Vodafone Group, Orange, O2 and Thomas Cook.

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Phil Andrew

CEO, StepChange Debt Charity

Phil Andrew is the chief executive of StepChange Debt Charity, the largest specialist provider of free and independent debt advice in the UK, with over 1,500 colleagues supporting 620,000 people a year with problem debt. Phil was previously the chief executive of Working Links which provides innovative interventions to disadvantaged and socially-excluded groups within the UK, Ireland and the Middle East. He has also held a number of senior positions in the UK and France including Chief Executive for Sodexo Justice Services and Chief Financial Officer for Sodexo UK and Ireland and worked in a number of international businesses based in the UK, Ireland, Asia and Russia.

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Juan Villamil

Director of Enterprise Infrastructure & Production Operations, DWP Digital

The department that Juan leads plays a vital role in the delivery of the UK government’s digital goals, which are to build world-class expertise and become an industry leader in delivering high-quality secure solutions for citizens and taxpayers. 

Juan is an experienced Chief Technology Officer (CTO) with a passion for technology and hands-on experience across both private and public sector organisations. Before joining DWP, Juan was CTO at BT Sport, where he was responsible for the architecture, design and delivery of the channel's technology. He also led on the delivery of what was, at the time, the world’s largest VoIP implementation, which transformed the pay TV market in the UK.

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Cheryl Stevens MBE

Deputy Director, Identity & Trust Services, DWP Digital

Cheryl joined the civil service in 1999 and has held a variety of leadership posts since with a career focus on leading operational service design and transformational change. Cheryl has led a number of successful programmes focussed on preventing fraud & error in both HMRC and DWP. Most recently Cheryl’s passion for fraud and error prevention, with a particular focus on proportionate and accessible digital identity & trust, has seen her named in the One World Identity Top 100 Identity Influencers.

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Wullie Grubb

Senior Manager - Marketing Analytics, CYBG

Wullie leads the Marketing Analytics capability for CYBG with responsibility across predictive modelling, customer analytics and decisioning. Leveraging new capabilities and technologies to deliver incremental value has been a key deliverable in recent times.  Wullie has held a variety of roles across CYBG including finance, technology and management information. Across each of these areas, a core discipline has been the bridge between technology and business communities to drive forward transformational change.

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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.

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Simon Haydn-Lee

Director, Government & Public Sector UK & Ireland, Pegasystems

Simon is responsible for Pega’s Government and Public Sector business in the UK, working with some of the most complex Government organisations to deliver transformational projects, aid efficiency and increase the users digital experience. Simon held a number of leadership positions in leading UK technology and communications companies prior to joining Pega. He lives in Cheshire with his wife and three children and is a keen cyclist.

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Andi Mutlow

Principal Solutions Consultant, Pegasystems

Andi is a technical thought leader who partners with Pega’s Sales teams to propose solutions that meet clients’ complex needs through highly engaging demos, sound Proof of Concepts, architecture presentations and ROI models.

Prior to joining Pega, Andi spent 15 years in the media industry which has fostered a fantastic ability to connect with customers and truly understand their needs, showing them a better way of tackling their complex business problems and enterprise transformations.

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Philip Knoetze

Principal Solutions Consultant , Pegasystems

Philip helps organisations understand how Pega’s suite of solutions can help transform their businesses and put their customers at the centre of what they do.

Prior to joining Pega, he accumulated 10 years of experience designing and implementing enterprise business solutions in the Insurance industry.

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8:30 AM

Registration & Networking

9:30 AM

Welcome Address

Simon Haydn-Lee, Director, Government & Public Sector, UK & Ireland, Pegasystems

9:40 AM

Pega Keynote: The Heart of the Matter - The Human Side of Digital Transformation

The promise and potential of Digital Transformation is immense. But to achieve the desired results, you have to get Digital Transformation right – and too often, organisations find themselves chasing after success in a world of digital chaos. In this keynote, we will share specific examples of how leading organisations have avoided these mistakes and achieved staggering results.

Tom Libretto, Chief Marketing Officer, SVP, Pegasystems

10:05 AM

StepChange Debt Charity: A Digital Transformation Journey

StepChange Debt Charity’s mission is to be the most efficient and sustainable provider of free debt advice and debt solutions. Learn about their digital transformation journey to serve more people than ever before, significantly improving their customers’ experience, while streamlining their operations.

Phil Andrew, Chief Executive, StepChange Debt Charity

10:30 AM

CYBG: Segment of One: The Journey So Far

A key challenge in moving from a traditional campaign-based approach to a customer decisioning platform rests with achieving the much hyped segment of one. This challenge is wider than simply making individual decisions for each customer at each interaction. Significant consideration must be given to the holistic experience including: fulfilment, device changes, physical v digital interactions the list goes on. During the presentation Wullie will share some of the experiences CYBG are facing in pursuit of the segment of one.

Wullie Grubb, Senior Manager - Marketing Analytics, CYBG

10:55 AM

Networking Break

11:55 AM

Centrica: Creating Customer Relevance and Turning Knowledge into Action

Paul de Laat, Customer Data & Insight Director at Centrica, will explain how the company is using their customers’ data to turn every interaction into a relevant dialogue.

Paul de Laat, Customer Data & Insight Director, Centrica

12:20 PM

DWP Innovation Dojo: Making Public Services Better

At DWP, we’re passionate about exploring new and exciting ways of doing things. The scale and social purpose of our work means we have a responsibility to innovate boldly. Our innovation team, known as the DWP Innovation Dojo, has been reimagining the future of citizen-first services by investigating emerging technologies, while being conscious of privacy-by-design and technology ethics principles. 

Juan Villamil, Director of Enterprise Infrastructure & Production Operations, DWP Digital (Part of the Department for Work and Pensions)
Cheryl Stevens MBE, Deputy Director, Identity & Trust Services, DWP Digital (Part of the Department for Work and Pensions)

12:45 PM

Pega Demo: Engage, Automate and Build – Without Limits

In this session, we will introduce the latest advances in Pega’s technology highlighting why our Platform isn’t just low-code, it’s no-code. Also, you’ll witness how Pega’s AI and robotics are setting the standard for a new class of CRM apps that both engage your customers and automate your work.

Philip Knoetze, Principal Solutions Consultant, Pegasystems
Andi Mutlow, Principal Solutions Consultant, Pegasystems

1:15 PM

Close & Networking

Location Details

The Assembly Rooms

54 George Street

Edinburgh, EH2 2LR

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