Customer Engagement
Roadshow 2017

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 to the 150+ attendees who joined us in Stockholm for the Customer Engagement Summit on November 7th 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 look forward to continuing to deliver world-class events that bring you insight, best practice and excellent networking opportunities.


Watch highlights from the Customer Engagement Summit in Amsterdam for a sneak peek of what to expect in Stockholm. | 2:45



Tom Libretto, Chief Marketing Officer, SVP, Pegasystems: Future Empowered Customer Engagement, Operational Excellence, and Agility - The DNA of Digital Transformation

Tom’s presentation examines the needs of today’s digital customer, the challenges organisations are facing in digitally transforming their businesses and the 3 key pillars for successful digital engagement.

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Staffan Ivarsson, Head BIO, Digital Banking, Swedbank: Engaging Our Customers in an Omni-Channel World

In his presentation, Stefan looks at the customer engagement roles digital and physical channels play in Swedbank, the digital projects the bank is undertaking and the value these are delivering to its customers.

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Niklas Donner, General Manager, Technical Services Wärtsilä: Our Digital Transformation Journey

Niklas looks at the digital transformation journey Wärtsilä is undertaking and how introducing new digital services is helping to drive top-line growth and improved customer engagement.

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Robin Collyer, Marketing and Decisioning Specialist, Pegasystems and Sjoerd Heins, Solutions Consultant, Pegasystems: On-stage Product Demo

Robin and Sjoerd demonstrate how Pega’s technology enables organisations to contextually engage individual customers and drive value. Witness a journey that starts in Facebook and then seamlessly moves across multiple channels and departments with real intelligence, real automation and an agility that continually balances business objectives with each customer’s needs at every interaction.

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Tom Libretto

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.

Anders Forsberg

Anders Forsberg

Sales Manager, Pegasystems Nordics

Anders is Sales Manager for Pegasystems in the Nordics region. He leads a sales organisation with industry domain expertise, focused on delivering great outcomes for clients in the areas of Customer Service, Marketing, Sales Automation and Operations. An experienced sales professional, Anders has held a number of senior sales positions in Enterprise Software, having previously worked for Infor, Oracle, SAP and Tieto.

Niklas Donner

Niklas Donner

General Manager, Technical Services, Wärtsilä

Niklas Donner is General Manager, Technical Services at Wärtsilä in Vaasa, Finland. The team safeguards reliable operations and optimises product performance for customers by providing technical support during the lifecycle of solutions delivered and/or serviced by Wärtsilä.

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