Customer Engagement Summit 2017: London



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 for the 500+ attendees who joined us in London for the Customer Engagement Summit on March 21st 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.



Don Schuerman, Pegasystems: Future Empowered

Don Schuerman, Chief Technology Officer, 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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Robin Collyer & James Twigg, Pegasystems: Experience the Future of Customer Engagement

Robin Collyer, Marketing & Decisioning Specialist and James Twigg, Senior Solutions Consultant at Pegasystems provide a demonstration-based overview of what is achievable today using Pega’s customer engagement software. Robin and James take the audience through a series of scenarios along the customer journey.

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Jo Boswell & Rob Thorne, British Airways: Personalising the Customer Journey

Jo Boswell, Head of Customer Value Management and Rob Thorne, Customer Decisioning Manager at British Airways talk about personalising the journeys of their 50 million customers by turning to an omnichannel approach and centralising the decisioning to provide seamless and proactive customer experience, resulting in increased Net Promoter Score, better response rate and greater incremental revenue.

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Elaine Maddison, Aegon: Transformation and Cultural Change

Elaine Maddison, Customer Service Director at Aegon, outlines the intelligence that was given to benefit frontline staff using Pega Customer Service, adding agility and accountability, and highlights the cultural change and outcome-focused attitude that is required to achieve proper user adoption of technology and real transformation.

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Don Schuerman

Don Schuerman

CTO & Vice President, Product Marketing, Pegasystems

Don is responsible for Pega’s industry-leading platform and CRM applications. He has 20 years of experience delivering enterprise software solutions for Fortune 500 organizations, with a focus on digital transformation, mobility, analytics, robotics, business process management, cloud and CRM.

Robin Collyer

Robin Collyer

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.

Richard Glover

Richard Glover

Director, International Technical Service Capabilities, Xerox

Richard joined Xerox shortly after graduating with a BSc in Physics and has, over the years, held a number of senior field and staff roles within Xerox Europe. He is currently Director, International Technical Services Capabilities.

Shirine Khoury-Haq

Shirine Khoury-Haq

Chief Operating Officer, Lloyd’s

Shirine Khoury-Haq joined Lloyd’s in July 2014 as Chief Operating Officer and her remit includes market operations, data, information technology and property services. She is responsible for driving forward modernisation across Lloyd’s and the wider London market as the sponsor of the London Market Target Operating Model (TOM) initiative.


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