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Online Meet-up – 1:1 Customer Engagement

Be there live and join in the discussion as industry experts, customers and partners discuss real digital transformation and successful implementation in a talk-show format.

This event is German-speaking only.

October 28 & 29, 2020

10:00 am - 12:00 pm CET

Online

"Customers expect an exceptional customer experience on every channel, at all times. The right strategy and technology are paramount. As a sponsor, we look forward to finding out more about exciting best practices and discussions with guests and participants."

Björn Oehme Director BPM Practice Lead (DACH)

Make brilliant decisions and act efficiently!

Experience first-hand case studies from industry leaders, exciting discussions on sustainable customer interaction strategies, and ask the speakers direct questions in this online meeting presented in our talk-show format. Get valuable inspiration on the following aspects:

  • Applying solutions in a fast-moving world, to quickly implement new strategies
  • Focus on proactive customer engagement through convincing, personalized offers
  • Sell intuitively by always offering your customers what they need, even during difficult times

Speakers

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Christiane Stein (Moderator)

Christiane Stein is a news journalist and presenter. For ten years she was News Anchor at the news channel n-tv. The business administration graduate leads through numerous conferences and congresses from industry, business and politics. Her main topics are digitalization, innovations and artificial intelligence.

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Björn Oehme

Director BPM Practice Lead (DACH), Cognizant

Björn Oehme has been leading the PEGA team of the PEGA Practice at Cognizant Technology Solutions in the DACH region since January 2015. For more than 20 years he has been working as a consultant for solution design and project management with the topic of business process automation for customers in Europe. Since 2006 he has been working exclusively with the Pega platform, primarily in the finance, insurance and telecommunications sectors. His focus is on improving customer journeys and customer centricity through data analytics, networking of communication channels, front-end and back-end processes, at best with an agile approach to implementation.

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Christian Wagner

DACH Sales Director Healthcare & Life Sciences, Pegasystems

Christian Wagner leads a dynamic team of experts, dealing with customer-oriented issues in Germany, Austria and Switzerland. He is proud of the “Thought Leadership” culture, which is focused on customer success and positive business results. Last, but not least, to ensure better healthcare in the German, Austrian and Swiss regions.

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Magnus Jalner

Marketing Manager, Haufe Group

Magnus Jalner is responsible for marketing for the HR software Haufe Zeugnis Manager in the corporate and public sector. In addition, he is jointly responsible for the organizational and strategic alignment of the Pega implementation. Prior to this position, he worked for the Toyota and Lexus brands on the expansion of communications around the Olympic Games. He started his career at the German Olympic Sports Federation in the area of Olympic and Paralympic marketing.

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Marco Dürscheid

Head acquisition systems department, DEVK Versicherungen

As head of the Acquisition Systems department, Marco Dürscheid is responsible for the technical and functional development of the PEGA-based, central customer care system of DEVK Versicherungen. Until he took over his current position, the business administration graduate and business lawyer was a department head in the strategic sales management of DEVK.

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Martin Holtz

Senior Solutions Consultant, Pegasystems

At Pega, Martin Holtz focuses on the possibilities of customer engagement. With a background in both presales and sales, Martin combines his technical knowledge of Pega's decision-making capabilities with a strong focus on customer value and business results. Prior to joining Pega, Martin worked for Oracle, Spain and Binary Studio, Ukraine. Martin studied history and computer science in Germany and Brazil.

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Agenda - 28. October 2020

10:00 AM

Registration / Dial-In
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10:05 AM

Welcome and introduction of topic and guests
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Markets shift, customer requirements change. This is why companies need effective solutions for a fast-moving world. Learn how to retain your customers proactively and how to strike the right chord with your intuition—the right offer at the right time.

Christian Wagner

Pega

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Intelligent real-time marketing - proven implementation approach

It's all about providing a truly compelling customer experience, anytime and across all channels. The marketing technology landscape has a confusing number of software solutions, but very few fit together. Learn how to make the right choices and enable intelligent personalization with a full 360° digital view of the customer, real-time decision-making, and the next best contextual action for every customer interaction.

Björn Oehme

Cognizant

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Digital Transformation – Our DNA

In order to remain successful in times of constantly changing customer needs, companies have to be reinvented again and again. The Haufe Group has set itself the goal of paving the way for companies and organizations into the digital age and thus making them more successful. Find out which strategy Haufe is using to create better customer experience and a prosperous future.

Magnus Jalner

Haufe Group

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Consider customer preferences. Communicate consistently across channels.

Insurance customers are particularly heterogeneous with regard to their wishes for interaction with insurers. Some only want to talk to a local consultant, others obtain information online and conclude their contracts there, and yet others obtain information online but conclude their contracts with a stationary consultant. Against this background, DEVK considers it particularly important not only to create an individual customer experience that takes personal preferences into account, but also to provide consistent information and tailored offers at every point of contact across all channels.

Marco Dürscheid

DEVK Versicherungen

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Our panelists will discuss various approaches for real customer service transformation, as well as take look at what the future may hold - what characterizes customer service in the fast-moving world of tomorrow?

We invite all participants to participate in the discussion! Respond to what you hear, share your experiences, and ask the speakers direct questions via chat or a live studio phone-in connection.

11:25 AM

Summary and Conclusion
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Meet-up Demo - 29. October 2020

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Experience Pega technology live! In appealing demos, experts will show you how successful customer interaction strategies can be implemented. Take the opportunity to ask the speakers, or experts, direct questions again!

Christian Wagner

Pega

Björn Oehme

Cognizant

Individual reaction on customer needs with AI, cross-channel and in real time

Using the example of an unfinished order process in an online store, we will show you how Pega enables you to react directly to customer events. Based on business logic and artificial intelligence, we will always apply the optimal next best action for each customer.

Martin Holtz

Pega

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