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Customer Engagement Summit Sydney

Making digital transformation real.

  • 26 February, 2019
  • 9:00 AM AEDT
  • Sydney, NSW

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

If you missed the 2018 Customer Engagement Summit in Sydney, click on the video link above to watch some of the highlights.

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Luke McCormack

VP & Managing Director, Asia Pacific, Pegasystems

Luke McCormack is the Vice President & Managing Director of the Asia Pacific Region for Pegasystems, where he is responsible for business growth and driving client success. He manages the Sales and Consulting groups located across Australia and New Zealand, ASEAN, and Greater China.

Luke brings over 20 years of successful software experience to Pegasystems, having worked with organisations such as Accenture and Citibank. He was a foundation member of the companies Asia Pacific operations, and during his time has been responsible for building out the APAC Professional Services business, the APAC Sales Organisation, and entry into new markets in ASEAN and Greater China. Earlier in his career, Luke served as a software engineer in the Australian Banking Industry.

Luke holds a Bachelor Degree in Economics and a Graduate Diploma in Business from the University of New England.

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Alan Trefler

Founder & CEO, Pegasystems

In a three-decade career, Alan Trefler has been a visionary leader, a technology change-agent, an innovative philanthropist, and a trusted advisor to business executives around the world.

Alan's unique technology vision and relentless focus on customer success is changing the way many of the world's leading enterprises engage with their customers today. His life's work has been to design a platform for living applications that businesspeople can evolve dynamically to manage the constant disruption and change in today's customer-centric economy.

Alan founded Pegasystems in 1983 and has built the company into an $841 million provider of strategic applications with nearly 4,500 employees in 30 global offices.

Alan's industry recognition includes The American Business Award's "Software CEO of the Year," the Massachusetts Technology Leadership Council's "Public Company CEO of the Year," and the Babson College Academy of Distinguished Entrepreneurs. He frequently presents to international business and technology audiences at industry conferences and has consulted extensively in the use of advanced technology, the future of software, and customer engagement. In 2017, Alan was appointed to the World Economic Forum’s IT Steering Committee.

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Chris Fechner

CIO, Department of Planning and Environment, NSW

Chris is a successful Business Partner and Solutions Manager with the Department of Planning and Environment, with a proven record of delivering technology solutions to innovate business processes and improve business decisions, across big transformative initiatives.

He has proven capability to transform low performing ICT departments into high-value, strategic, multi-sourced, business partnerships that contributes directly to bottom line outcomes. Chris is also an analytic thinker, able to take on multiple perspectives and construct multiple innovative solutions. Under Chris’ management, solutions are then synthesised to implement a single superior solution. A true digital transformation leader.

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Derek Tinworth

Program Owner, Digital Case Management, 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

Omni Channel Manager, CX Lab, 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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Bronwyn Van Der Merwe

General Manager, Asia Pacific, Fjord, Accenture Interactive

As the General Manager of Fjord across Asia Pacific, Bronwyn Van Der Merwe works with clients to transform their businesses to take advantage of digital and become more customer-centric. Bronwyn is passionate about helping clients solve problems, designing and developing new products and services that improve both the employee experience and the customer experience.

Bronwyn is regularly sought out as a thought leader and spokesperson for Fjord in Australia, with numerous press publications and interviews in, for example, Business Spectator, Marketing Magazine, CMO and ABC Online as well as speaking turns at events such as UX Australia, CDO Summit and VIVID.

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9:00 AM

Welcome Address

Luke McCormack, VP & Managing Director Asia Pacific, Pegasystems

9:15 AM

Pega Keynote

Alan Trefler, Founder and CEO, Pegasystems

9:45 AM

Customer Engagement Demo

10:15 AM

Customer Presentation

Chris Fechner, CIO, Department of Planning and Environment, NSW

10:45 AM

Coffee Break

11:45 AM

Thought Leadership presentation

Bronwyn van der Merwe , General Manager, Asia Pacific, Fjord, Accenture Interactive

12:15 PM

Customer Presentation

Derek Tinworth , Program Owner, Digital Case Management, Optus
Penny Willcock , Program Owner, Digital Case Management, Optus

12:45 PM

Customer Presentation

1:15 PM

Close & Thank You

Luke McCormack, VP & Managing Director Asia Pacific, Pegasystems

Location Details

Hyatt Regency Sydney

161 Sussex Street

Sydney, NSW 2000

Premier APAC Sponsor


Presenter Sponsors


Exhibitor Sponsor