Pega Events

Customer Engagement Summit Melbourne

Making digital transformation real.

  • 9 October, 2019
  • 9:00 AM AEST
  • Melbourne, VIC

Why do some organisations get digital transformation right the first time, while others are still chasing success in the midst of digital chaos? Find out at our Customer Engagement Summit, where thought leaders and industry peers will show you how to cut through the hype and deliver real results.

  • Learn which well-intentioned mistakes most companies make – and how to avoid them
  • See how to deliver flawless customer experiences with AI, whilst still staying in control
  • Test-drive powerful technology that lets you engage without limits, automate from end to end, and more



Kerim Akgonul

Senior VP of Products, Pegasystems

Kerim Akgonul is Senior Vice President of Products, responsible for the company’s suite of Customer Relationship Management (CRM) applications, including Pega Customer Service, Pega Marketing and Pega Sales Automation, as well as our Case Management, Decisioning, Mobile, and BPM software.

Kerim began his career at Pega developing applications for customers in financial services and insurance, and he put his customer-centric perspective to work in establishing the company’s product management function. Early in the company’s history, Kerim recognized the power of connecting back-end operations to front-end, customer-facing applications and has focused the product management team on applications that allow business visionaries to innovate how their organizations interact with customers.

Kerim is focused on leveraging technologies such as mobile, cloud, social, IOT and analytics to support business users. He is an advocate for building software that makes the underlying technology transparent and serves the needs of the business. This focus on business impact has contributed significantly to the company being recognized as leaders in CRM, Case Management and BPM.

In addition to leading the Product Management function, Kerim also established the company’s eLearning Platform,, which provides the courses and training necessary to become a Pega Certified Professional. To date, Pega Academy has delivered more than 1.5 million lessons to more than 36,000 students around the world.

Kerim holds a BS in Mathematics and Computer Science from Indiana University of Pennsylvania.

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Andrew McMullan

Chief Analytics Officer, Commonwealth Bank of Australia

Leading the delivery of world-class data, analytics and decisioning capabilities to enhance and secure the financial well-being of customers and businesses, in the moments that matter for them. Responsible for the overall delivery of Customer Decisioning capability across Retail, Small Business and Wealth customers at CBA. 
Prior to joining CBA, Director of Customer Analytics & Decisioning at RBS, where I was responsible for the delivery of Data, Analytics, Customer Decisioning, Customer Contact, Pricing Strategy and Customer Value Management for the Retail Bank and Small Business portfolio for all brands within RBS. Prior to that (in what seems a lifetime ago) I had spent my formative years working in Academia (as a lecturer in Mathematics and Statistics) before spending a few years leading the Rating and LGD methodology team at UBS Investment Bank.

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Derek Tinworth

Digital Product Owner, Optus

Derek brings experience from the Banking and Telecommunication sectors in a variety of Business and Digital Delivery roles where he created digital experiences that really matter to customers.  Most recently he has been part of the Optus Agile transformation journey in the Digital Case Management program that will drive a revolution in service.

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Penny Willcock

Digital Owner, Digital Case Management, Optus

Penny has held various leadership positions across Retail, Digital, CX and Innovation teams in both the telecommunications and banking industries. She has a proven track record of delivering digital experiences which transform CX and drive business outcomes. Penny is currently Product Owner of Optus’ Digital Case Management program and is using the Case Management tool to drive a step-change in Customer Service for the Telco.

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Location Details

Grand Hyatt Melbourne

123 Collins Street

Melbourne, VIC 3000

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