Customer Engagement Summit London

Make better decisions in real time. Get work done faster. Smash organisational silos. That’s what we’re here to help you do. Join us in London to learn how leading brands are partnering with Pega to drive breakthrough results with AI and intelligent automation.

 24 March, 2020

 9:00 AM GMT

 London, UK

Register now

"Pega offers frictionless experiences and drives personalisation, two things that our consumers absolutely demand."

Rhona Bradshaw VP Customer Experience Transformation, Liberty Global

Transform engagement. For real.

What separates winning brands from just-OK brands? Customer experiences. But moving the dial from mediocre to how-is-that-even-possible experiences takes more than great people. It takes great technology.

Join us in London to hear from experts and global brands who are achieving breakthrough results with AI-driven customer engagement and intelligent automation. Discover how they’ve automated processes, cut costs, and future-proofed their technology investments with our unified platform.

Experience industry-leading solutions in action:


Alex Hollingdale Director Retail Telecoms, SSE Energy Services

Daniel Mintz Head of Technology, Customer & Marketing, Sainsbury’s

Kerim Akgonul Senior Vice President of Products, Pega

Francis Carden Vice President of Digital Automation & Robotics, Pega

Adam Field Global Head of Innovation & Experience, Pega

Paula Milton Managing Director - Financial Services, Pega


9:00 AM

Registration & Networking
Open Accordion Close Accordion
Open Accordion Close Accordion

Paula Milton
Managing Director - Financial Services, Pega

Open Accordion Close Accordion

Kerim Akgonul
Senior Vice President of Products, Pega

Delivering on the promise of digital transformation demands powerful technology. But it also takes an agile approach to delivery, design thinking, and a team of leaders skilled in bridging the organisational divides that often prohibit real transformation. In his keynote, Kerim will outline a vision of a future-proof architecture for the next phase of digital transformation.

Open Accordion Close Accordion

Sarah McMann
CIO - Customer Services Group, HMRC

HMRC has been a Pega customer since 2002, using case management to drive improved tax compliance through reduction of fraud. The applications are used across the organisation, by some 40,000 staff. In this session, Sarah will share how HMRC are driving improved customer experience and making internal operations more efficient through the recent deployment of Pega. Also learn how, looking forward, Pega will help the agency drive compliance upstream, by providing real-time nudges and prompts and pre-emptive services that will improve voluntary compliance, to help close a tax gap of some £35 billion per year.

10:40 AM

Refreshments & Networking
Open Accordion Close Accordion
Open Accordion Close Accordion

Adam Field
Global Head of Innovation & Experience, Pega

You know that feeling – the one where you’re defeated by technology. Legacy systems and messy architecture shouldn’t prevent you from engaging your customers in exciting new ways. But, fear no more…Pega Infinityᵀᴹ to the rescue! By providing you with the superpowers you need to easily build sleek, adaptable apps that morph to the exact needs of your customers at the perfect moment, Pega Infinity has the features to overcome the obstacles you face. Adam Field will deliver insights into how AI enhances customer engagement. He’ll also demonstrate how digital process automation and Pega Infinity’s new streamlined architecture can empower your citizen developers to build and deploy dream applications, allowing you to serve your customers with empathy and excellence.

Open Accordion Close Accordion

Alex Hollingdale
Director Retail Telecoms
SSE Energy Services

SSE has a long history of providing good customer service. However, as customer expectations have evolved and products have become more complex, legacy IT platforms and traditional operating models need updating in order to stay competitive and relevant.

SSE Energy Services adopted Pega in 2019 to transform the customer and agent experience across its telecoms business. They implemented the first “Minimum Loveable Product” within 4 months and are now on track to payback the initial investment inside 12 months. In this session, you will find out what they did right and the mistakes they made along the way.

Open Accordion Close Accordion

Daniel Mintz
Head of Technology, Customer & Marketing, Sainsbury’s

Sainsbury's deployed Pega to handle complaints and inquiries across its contact centres and stores, to create a consistent and frictionless experience for customers. At the same time, Sainsbury's merged with Home Retail Group. This created challenges in aligning very different approaches to using technology across Sainsbury's various brands. In this session, Daniel will discuss how Sainsbury's has adopted agile across its business and technology teams, while leveraging the Pega Platform to expand customer products more quickly.

Open Accordion Close Accordion

Francis Carden
Vice President of Digital Automation & Robotics, Pega

In this session, Francis will discuss how leading organisations are now transitioning into a wider Intelligent Automation journey with DPA, relying more on low-code, AI and machine learning to drive real digital transformation. You’ll learn how you can move beyond tactical RPA and drive real scale with many different types of robots.

1:00 PM

Networking Lunch
Open Accordion Close Accordion

1:10 PM

Partner Spotlight Talks
Open Accordion Close Accordion
Open Accordion Close Accordion

Join us after lunch for one of our industry-focused sessions where we will discuss and debate the most pressing issues in your market. When registering below, be sure to select the breakout you wish to attend.

Financial Services Breakout

The Evolution of Banking: Winning in a Digital World
Digital transformation is not new to the financial services industry, but it has gained pace across retail and commercial banking. Consumers, competitors, regulations and technology are presenting different opportunities and threats, and no more so than in the areas of credit, lending and risk management.

Hear from one of our leading continental European banking clients, Swedbank on how they are transforming from the inside-out to be a digital bank that still has a physical presence.

Telecommunications Breakout

The Key Weapon in the Changing Landscape of Telecomms
5G, Convergence, rising customer expectations, reducing costs whilst product complexity is increasing. How do the leading telecomms companies increase their relevancy to the consumer while transforming their cost base? This session will seek to answer these questions with a focus on how customer engagement that is pre-emptive, personalised, cost effective and a great experience is a key weapon in the battle for the consumer.

Insurance Breakout

AI in Insurance: Changing the Insurance Business Model after 350 years

For hundreds of years, the traditional insurance business model was based on after-the-event remediation with insurers hoping they would not hear from their customers, until renewal. That is now being turned on its head as customers measure insurers every day on their brand, levels of trust and calculate their value. To measure up, insurers need regular, relevant and valuable dialogue with their policyholders.

By building data-driven, real-time decisioning into everything they do, the world’s most dynamic insurers are already achieving higher new business conversion and better retention and NPS scores than their traditional competitors. Having a central brain which helps every employee and policyholder to have the very best experience for both parties is paying off in demonstrable ROI.

In this session, you will hear about some of the most advanced examples of this radical change in insurance, as well as those being delivered today by other industries and your direct competitors.

Public Sector Breakout

Creating Social Impact with Modern Citizen Services
After the hiatus in Government in recent years the focus must now turn towards delivering modern services to the UK citizen. A proactive model supporting the population through key life events and joining up departmental touch points to deliver services which are simple to use and avoid repetition.
What are the most transformational trends in government today and how can these directly influence the way in which services are improved and delivered to the citizen? Join us to hear inspiring stories of government innovation, focussing on the social impact of technology and process change in Government.

Utilities Breakout

The Future of Utilities: Survival of The Fittest
The utility industry is experiencing change at a pace like never before and that rate of change looks like it is only going to increase. The growing forces of regulatory compliance, pricing pressures, decarbonisation, and increased competition demands a different, more digitally agile organisation. 

Utility companies need to reduce the cost of the transition whilst increasing market share through differentiated customer experience and increasing product sales. It is not those that spend the most on digital transformation that will succeed but those who spend it most wisely.

4:00 PM

Refreshments & Networking
Open Accordion Close Accordion

Premier EMEA Sponsor


Presenter Sponsor


Exhibitor Sponsor

Accenture logo purple

Location Details

Tottenham Hotspur Stadium

748 High Road, Tottenham
London, N17 0AP

Register now, !firstname

Register Now

(all fields are required)

Fill out this form with LinkedIn

Opt Out

One moment while we prepare your request.