Customer Engagement Summit 2017: Milan



Customer Engagement in a Digital World

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 to the 100+ attendees who joined us in Milan for the Customer Engagement Summit on April 20th 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.

Watch highlights from CRM Evolved London for a sneak peak of what to expect in Milan (English)



Adam Field, Pegasystems: Future Empowered

Adam Field, Head of Technology Innovation, 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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Dr. Setrag Khoshafian, Pegasystems: Digital Transformation for the Connected Customer: Making it Real!

Dr. Setrag Khoshafian, Chief Evangelist and VP of BPM Technology, Pegasystems provides practical insights for organizations to quickly get on the journey to future proof their organization whilst delivering against the increasing demands of the connect customers. This presentation highlights what is achievable today using Pega’s customer engagement software.

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Adam Field

Adam Field

Head of Technology Innovation, Pegasystems

As the head of technology innovation for Pegasystems, Adam closely follows emerging technologies and makes recommendations on how new technologies can best be leveraged to deliver better outcomes. For nearly 13 years, Adam has applied his computer science background, in-depth understanding of Pega technology, and project team management skills to drive the successful design and delivery of several Pega applications. As former director of Pega’s Global Insurance Solutions Consulting practice, and in his current role, Adam evangelizes the advantages of Pega, working extensively with many of the world’s Fortune 500 financial services, insurance, healthcare, and telecommunications companies to help them optimize efficiency, realize revenue goals, and increase customer satisfaction.

Gabriele Obino

Gabriele Obino

Country Manager of Pegasystems Italy, Pegasystems

Gabriele has a degree in Mechanical Engineering and has worked in a number of technical roles with increasing responsibility, first at Italsiel, then at Hewlett Packard, and then at Tecsiel in the Market Development Department as Head of Web Technologies, Groupware Workflow.

Later Gabriele held various positions at Informix Software Business, mainly focused on the Central and Local Government markets before taking responsibility for direct and indirect sales of Ascential Software Spa for the Italian market.

Following a position as Sales Director for Enterprise Customers at Business Objects, Gabriele founded the Italian subsidiary of Pegasystems in early 2010. Currently Country Manager of Pegasystems Italy, based in Milan, Gabriele has led the consistent growth of business, customers and employees since inception.

Giovanni Mangani

Giovanni Mangani

Decisioning & Marketing Specialist, Pegasystems

Giovanni is a Decisioning and Marketing Specialist at Pega where he helps the world's largest companies to understand the benefits of leveraging AI in many domains with a primary focus on Next Best Action marketing and contextual 1-to-1 customer engagement.

Carlo Rossi

Carlo Rossi

Senior Solutions Consultant, Pegasystems

Carlo is a Senior Solutions Consultant at Pega, where he is specialized in the area of digital transformation for CRM applications. He helps companies across industries define their vision and offerings to meet consumers' changing needs and expectations. Prior to joining Pega, Carlo worked for major consulting firms and enterprise software vendors.


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