Customer Engagement Summit 2017: Sydney



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 200+ attendees who joined us in Sydney for the Customer Engagement Summit on March 16th 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.

Highlights from the 2017 Customer Engagement Summit in Sydney. | 2:35



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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Don Schuerman & Lee Emery, Pegasystems: Experience the Future of Customer Engagement

Don Schuerman, Chief Technology Officer and Lee Emery, Solutions Consultant at Pegasystems provide a demonstration-based overview of what is achievable today using Pega’s customer engagement software. Don and Lee take the audience through a series of scenarios along the customer journey.

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Andrew McMullan, Commonwealth Bank of Australia: Customer Engagement Enabled by Pega

Andrew McMullan, General Manager, Customer Decsioning at Commonwealth Bank of Australia, shares the approach taken by Commonwealth Bank of Australia to engage customers using Pega software.

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Scott Leader

Scott Leader

Managing Director Australia & New Zealand, Pegasystems

Scott Leader is Managing Director, Australian & New Zealand at Pegasystems. Scott is an experience senior executive with over 20 years of experience working the across Asia Pacific, Americas and European regions. Scott has an extensive network of contacts and a detailed appreciation of the global business landscape. Scott is a skilled strategist and leader and has a proven track record of delivering successful commercial outcomes.

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.

Andrew McMullan

Andrew McMullan

General Manager, Customer Decisioning, CBA

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, Andrew 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) he spent his 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.

Justin Baird

Justin Baird

Managing Director of R&D, Technology & Innovation at Accenture

Justin brings twenty years of management and high tech experience, in areas ranging from research and development engineering, analog and digital signal processing, embedded systems development, product management, high speed digital networks, large scale entertainment systems, mobile and web application deployment, and interactive multimedia installation technologies. He hold two U.S. Patents, four pending U.S. Patents, and has written a number of technical papers within these areas of research.

Justin regularly presents on subjects pertaining to digital, media and marketing futures to both local and international audiences.


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