Pega Community Forum
How the future of work is already becoming a reality today - a theme day for managers and teams
One thing is certain: the world of working will never again look as homogeneous as it did before the pandemic.
Whether in the office, "fully remote" or hybrid: today it is a matter of equipping workers in every context with the tools with which they can work optimally. This also means, among other things: the ability to provide customer service, personal support and customer interaction from anywhere.
At this year's Community Forum on November 30, we will spend a day on the topic of "The Future of Work" and will focus on:
- the opportunities that already exist today for forward-thinking companies
- what consequences it has for (customer) operations and IT
- how customer-oriented organizations have reacted quickly to the changing world of work
Join us to explore the future of work and exchange ideas with the management teams of some of the most successful German and international companies.
Did you know that 9 of the 10 largest telecommunication companies, 18 of the 25 largest banks worldwide and 7 of the 10 largest insurers personalize interactions, automate their customer service, or optimize business processes with Pega? If not, take this opportunity to get to know more about what Pega has to offer!
If you can't make it to Munich, you can watch the keynotes (11:30 am - 12:45 pm CET) via an online stream. The complete program you can only experience on-site.
We look forward to seeing you!
Event language is German; however, we are offering simultaneous English translations.
Ileana Honigblum is responsible for the sales of Pegasystems in the DACH regions. She has been in the IT/software industry for over 20 years, helping customers transform through technology. She also has more than 10 years of experience in management and leadership positions, leading teams and organizations of varying sizes, skill sets and seniority. Ileana is passionate about developing people, helping others succeed and believes in diversity of ideas as an engine for growth and innovation.
Don Schuerman is CTO and Vice President of Marketing and Technology Strategy at Pegasystems, responsible for Pega's industry-leading low-code platform for AI-powered decisioning and workflow automation. He has over 20 years of experience delivering enterprise software solutions for Fortune 500 organizations, with a focus on digital transformation, mobility, analytics, business process management, cloud and CRM. Don has led enterprise software implementations and provided technology and architecture consulting to senior business and technology executives from Fortune 500 organizations, including American Express, Citibank, JP Morgan Chase, and BP. Don holds a BS in Physics and Philosophy from Boston College.
Harish has been leading the bank-wide optimization exercise of Process & Workflow automation using Pega across 10 different Product lines and departments in the Bank in the Netherlands to drive and realize benefits. In this role, Harish reports directly to the CIO of the Bank. Previously Harish was heading the Technology for ING Bank’s Business Lending & Real Estate Finance businesses. These have been two important businesses of focus and he has been instrumental in building the holistic 3 year Strategic roadmap for the business lines and has been leading teams globally distributed across Netherlands, Belgium, Philippines and India.
Before this role, Harish worked as a Technology consultant implementing BPM and Pega projects across multiple customers across geographies and is himself a Pega Lead System Architect. Harish started his career as a Sales advisor, selling Banking products in a large retail Bank in India. From thereon, the switched his career towards Programming and started writing software for Banking and Financial Institutions across the globe.
Stefan has over 20 years of experience in Source-to-Pay Transformation and Business Process Services, spanning all vertical markets and industries. He has a proven track record in sales, solution design, service delivery and client management. At Siemens GBS, Stefan is responsible for selling and providing purchase-to-pay services to internal and external customers. His focus is on the implementation of an intelligent operating model, the roll out of the AI automation platform NextGenP2P and Smart Analytics. Before joining Siemens, he held leadership positions at Accenture Operations and Capgemini BPS.
As Head of HR Contact Center at Deutsche Telekom Services Europe SE, Karina Jäger is responsible for the ongoing development of the contact center platform and the technical consulting of the entire HR service spectrum in the synchronous and non-synchronous input channels for more than 100,000 employees of Deutsche Telekom and its subsidiaries. Since 2020, Ms. Jäger has been supporting HR process optimizations and the replacement of the order management system AMS on Pega in the HRCules project to create inspiring, lean and simple End2End customer journeys and make them more efficient in the operational business, rethink services and implement various AI. #MakingCustomersFans Transformation management, skills management, servant leadership, social partner management, are furthermore topics that accompany Ms. Jäger in her daily work to realize the vision of the benchmark for HR services and the driving force of digitalization and innovation of HR. Ms. Jäger has been with Telekom since 2006 and has many years of experience in various management positions in both operational and strategic business areas.
Timo Romero Soria
Timo Romero Soria is responsible for the business management and development of Hire-to-Retire Services for Deutsche Telekom. This includes the optimization, standardization, digitization and automation of HR services for Deutsche Telekom's more than 100,000 employees. As part of his role, Mr. Romero is responsible for the design and transformation of the HR service portfolio. Here, the effortless processing possibility for the customers and thus the enthusiasm of these is the absolute focus. #CustomerEnjoyment
Mr. Romero is responsible for the technological evolution of the processes in the implementation of PEGA, replacing the current order management system to enable #Bestinclassservice. Mr. Romero is continuously driving the business management and reporting for the HR services provided by more than 1000 employees and thereby achieving business excellence of the HTR service portfolio of Deutsche Telekom Services Europe. Mr. Romero has been with Deutsche Telekom since 2004 and has many years of experience in finance, leading transformation projects and various leadership positions in operational as well as strategic business units.
Dr. Thomas Langer
Since summer 2014, Dr. Thomas Langer has headed the "Central Tasks" department at the Bavarian State Ministry of Economic Affairs, Regional Development and Energy and serves as departmental CIO. After studying law, he began his career with the Free State of Bavaria in 1994 in the Bavarian Ministry of Economic Affairs. This was followed by positions in the Ministry of Consumer Protection and the Bavarian State Chancellery. Dr. Langer worked in the areas of information technology, human resources and administrative reform. For about 6 years, he was a member of the Supervisory Board of BayernLB as a representative of the Ministry of Economic Affairs.
Patrick Bernardi joined DKB Service GmbH in June 2019 as manager responsible for one of the most important strategic programs of DKB Service GmbH and DKB AG in the course of the digital transformation and the associated path to TechBank. Previously, he was Global Head of Business Process Management at Wirecard AG, where he was responsible for Business Process Management and Operational Excellence as well as the global CRM rollout.
Patrick Bernardi was able to build up his many years of expertise during his time as a management consultant at various consulting firms. During this time, he led national and international digitalization and business excellence programs in various industries and specialized in banking and FinTech at an early stage.
Patrick Bernardi studied Business Information Technology at the University of Applied Science in Konstanz.
Claudia Thewanger has overseen the "UCP (UNIQA Customer Platform)" program on business side since 2019, under which all projects implemented with Pega run. In parallel, she is the product manager for the new CRM system, which has been in use in exclusive sales since March 2021 and will also be made available to our broker partners by the end of 2022.
The UCP roadmap goes until the end of 2026 and includes the replacement of around 42 existing applications. Claudia Thewanger has been with UNIQA for over 22 years and has held a wide variety of positions. From sales management in the field, strategic customer management internationally to the implementation of a campaign management tool including lead management.
Christian Ebner has been in charge of the "UCP (UNIQA Customer Platform)" program since 2019, on the technical side, under which all projects implemented with Pega run. In parallel, he is Release Train Engineer for Customer & Sales Solutions, where, among other things, all technical systems related to Pega are (further) developed and maintained. Christian Ebner has been working as an IT project and program manager in the insurance industry, as well as in financial services and public administration for over 25 years - since 2016 at UNIQA IT Services GmbH as a project/program manager for a wide range of topics in the areas of customer management, sales support and life insurance.
Since May 2022 Peter Kollar leads the international CRM and PEGA Platform team, on the technical side, under which all projects implemented with Pega are running. After graduating from Citu Univesity of Seattle, he started his career at AT&T. Since 2015, he has been working at UNIQA IT Services. Until taking over the CRP team, he was the Service Transition Manager and was responsible for PEGA releases and operations manuals.
Louise Friis Blomberg
As Marketing Technology lead, Louise is responsible for lifting the Marketing Technology suite in Verisure. Making sure that Verisure delivers an augmented and personalized omni channel experience putting the customer in the center. Before taking on this position, Louise worked at Copenhagen Airport in charge of all Digital Passenger platforms and ensuring use of new technologies like AI, Machine Learning, Robotics etc.
As Head of the Acquisition Systems Department, Marco Dürscheid is responsible for the technical and professional development of DEVK's PEGA-based, central CRM system with over 6,000 users in the office and in the field. Until taking on his current position, the business economist and commercial lawyer worked as a specialist area manager in DEVK's strategic sales management.
At the Market division Rene Schlagentweith is responsible for strategic alignment and coordination of IT and evaluation systems at DAK Gesundheit. This business unit is responsible for customer consulting, sales, and all issues relating to membership and contributions. The range of topics extends from the sales IT system to campaign management. Thus, all approaches that are in the context of customer satisfaction are important for this area. This can be the online admission process but also the exactly fitting information for a change of an individual medical care. After his studies as a computer scientist, Mr. Schlagentweith got to know the health insurance industry and the needs of its customers from a variety of perspectives and tasks.
Christoph Schießl works as a management consultant for DYNACON GmbH in Munich and, as managing director, he is responsible for the "Data-Driven Customer Management" division, which specializes in the implementation of next-best-action decisioning with the Pega Customer Decision Hub (CDH). In this role, Mr. Schießl advises DAK-Gesundheit and other customers on the design, implementation and optimization of Pega CDH solutions, among others.
Walter Köhler joined Pegasystems as VP Consulting for EMEA in 2018 and has been appointed Global Head of Pega Consulting in summer 2022. Before joining Pega, Walter held global consulting roles at Finastra/Mysis in London and OpenText in Canada. He’s received a computer science and economics degree from the Technical University in Munich. Walter’s passion is making our clients successful with their Pega deployments.
Alexej Michaeli has led the Customer Process Management chapter since 2020. His tasks include the development and management of a solution and customer portfolio around the topic of customer processes and automation. With this focus, he is also responsible for the activities with the partner Pega. The current focus is on the public and logistics markets. He brings with him many years of expertise in the digitalization of processes and has implemented numerous digitalization and automation projects for clients from a wide range of industries. Before joining Capgemini, he was Business Unit Director at an international IT service provider with a focus on telco and purchasing. Alexej Michaeli holds a degree in business administration and studied at the University for Applied Science Bonn / Rhein-Sieg.
As an Engagement Captain, André is responsible for the overall success and health of customer engagements. Having a gathered a broad set of experiences, over the course of more than 20 years in the software industry, André has joined Knowledge Expert in 2018, where he has been active as a Pega Business Architect, Workshop Facilitator, Agile Coach, and Engagement Lead. He's on a mission to advancing Business Agility through No Code, Scaled Agile and Design Thinking.
Dominik Loerts is a partner in the Data & Analytics and Intelligent Automation organizational area of EY Consulting. For more than 12 years, he has been working on data and technology-driven challenges for renowned clients. In doing so, he always accompanies them along their entire transformation - from innovation to value creation. He is also responsible for the Intelligent Automation Alliance ecosystem of innovative technology partnerships.
Petra is a Senior Manager from Accenture Song with focus on digital marketing and customer journey design. As a forward and creative thinker, Petra sees the bigger picture and drives her work around innovative ways of working including Design Thinking and Agile. She previously worked as unit director in several leading digital agencies. Next to her work as a digital consultant for leading corporates, she teaches Digital Branding at the Exponential University in Potsdam.
Laurenz is a Technology Consulting Manager of Accenture and takes care of marketing and sales technology. He works cross-industry with a focus on establishing and scaling marketing automation and lead generation solutions. Joined by creative and media colleagues, he has designed and executed various lead generation programs for multinational organizations in the financial services industry. Laurenz lives in the city of Chur in Switzerland, where he enjoys all sorts of outdoor activities.
Marcus Zitzelsberger, Senior Solutions Consultant at Pegasystems, advises major customers in the manufacturing and automotive sectors on how to digitize, optimize and automate cross-company processes. As an experienced engineer, Marcus combines industry and corporate experience with technological knowledge to design value-oriented and future-proof solutions. His focus at Pega is on analysis, evaluation and implementation consulting of new solution scenarios.
Fred Cuny is Senior Director Solutions Consulting DACH at PEGA and is PEGA's tech lead in the region. Together with our clients, his team is shaping the automation, customer service and decisioning solutions of the future! Fred has 20 years of experience in IT and digital strategy and reorganization of IT and technical areas. Passionate entrepreneur and tinkerer, Fred had the chance to start two companies specifically focused on building Agile organizations, developing digital skills and implementing Design Thinking oriented projects. Fred is our Master of Ceremony for the PEGA Community Forum!
Katharina Hecht is a Senior Solutions Consultant at Pegasystems, advising customers on the best choice of automation solutions. After successfully completing her studies in industrial engineering and gaining practical experience in the mechanical engineering and automotive environment, she has spent the last five years working intensively on the modelling, optimisation and automation of processes in other industries as well. Her focus at Pegasystems is currently in the area of financial services.
André Klug is Principal Specialist Solutions Consultant for Customer Service and joined Pega in July 2021, where his passion for Customer Service was ignited. He advises customers in the Telecommunications, Banking & Insurance, Manufacturing and Automotive industries who want to offer their customers the best service experience in an increasingly fast-paced and demanding environment. With his motto "Don't send a human to do a robots work", he helps them leverage AI and bots so that humans on the team can focus on the tasks where their strengths shine.
Alexander Beck, Senior Solution Consultant specializing in decisioning, AI and marketing topics, advises major customers from the telecommunications and financial services industry on how to optimize customer interactions and thereby increase customer satisfaction. In addition to product and industry expertise, Alexander also uses his own implementation experience as a Pega customer to make projects as successful as possible.
James used to be an actual, real-life, legitimate, award-winning rockstar. He played guitar in a heavy metal band, released albums and tore up stages all over the world, James is now the CX Evangelist at Pegasystems where he researches the mindsets, principals and philosophies of companies that deliver ‘Rockstar Customer Experiences’. He shares those strategies through transformative training, engaging video content and inspiring keynote talks.
Build the Future
Don Schuerman, CTO and Vice President, Marketing and Technology Strategy
In this keynote, Pega CTO Don Schuerman will talk about how organizations are building agility by adopting autonomous technology that drives more automation, better customer and employee experiences, and self-learning optimization across interactions and business processes.
The 3 F’s towards our Build for Change Strategy
Harish Bode, IT Area Lead, ING
Our story is about a large Retail Bank, a pioneer in Digital & Agile transformation who Trial blazed Pega PaaS at global scale. Who has been robustly running Pega applications across multiple Geographies, product lines and business units, have digitized multiple customer journeys and reaped benefits from it, but wait, so what's the problem? While doing this, we became quite siloed across Product lines, inadequate department cross re-use, diverge design patterns, duplication of efforts, which paved a way to a non-situational layer cake situation! We head back to the drawing board & renewed our strategy along the 3F's – Flow: Time to value creation; Footprint: Optimize infra; Future: Guided usage and scalability. When we looked both within ourselves but also outside in our region, across the globe, we observed that this is an acute problem all organizations at scale struggle, when no action taken ends up as organizational wastage, which no one is proud to talk about. However, we have taken a bold step to acknowledge this & solve this. We also would like to share with others how we leveraged the power of "Communitizing our Talent Force" by means of active and continuous Communication, Collaboration and Contribution.
13:45 - Introduction
Capgemini and Knowledge Expert – Supporting a global multi-dimensional business model within a complex IT landscape
Alexej Michaeli, Chapter Lead Customer Process Management, Capgemini; Andre Afonso, Engagement Lead, Knowledge Expert SA
In this session we will use a real case to show how we assessed that Pega was a fit in face of multiple challenges and was leveraged to bring business and IT agility in a customer service solution to a group with more than 20 brands, several product lines, and active in markets all around the globe.
A future proof architecture is often achieved by complementing existing platforms with Pega in connection with best practice methods like design-thinking, game-storing, and rapid prototyping.
14:15 - Client Success Stories
Digital transformation as an integral part of efficient service organizations in the banking industry
Patrick Bernardi, Manager Digital Transformation, DKB Service GmbH
Digital transformation involves not only technological changes but also people. In the VUCA world, a holistic view of fundamental efficiency programs is therefore necessary. Technology, processes, and people must be connected to develop innovative business models. DKB Service GmbH brings these aspects together and shows in this session how they shape the digital transformation in the units close to the bank's customers.
Next Generation Purchase-to-Pay Operations
Stefan Becker, Global Head Customer Demand Management and Procurement Services, Siemens
Siemens transforms shared services seeing records in automation rates, cycle times, quality, and customer experience. Designed for as-a-service, they will be also available to external companies, leveraging both Siemens team and technology, or alternatively have their own staff benefit from the underlying next generation service platform. To date, Pega orchestrates data flows between 80 ERP and 40 other legacy systems and guides users through world-wide process variants. The journey started with a Payments pilot as part of the purchase-to-pay process and continues to add end-to-end processes.
Customer first - UNIQA implements customer centricity with Pega
Claudia Thewanger, Head of UCP and Customer Management; Christian Ebner, Release Train Engineer Customer & Sales Solutions; Peter Kollar, Head of CRM & Platform, UNIQA
Digitalization and customer centricity are the two strategic goals that are in focus in this session. We will give an overview of how we have implemented and used our centerpiece, the 360° customer view in the new CRM incl. an IDD-compliant advisory route. Agile working methods, team set-up, adaptation of standard functionalities to our needs and, of course, integration into our UNIQA system landscape.
Our new customer loyalty, the new tariff calculators and the outlook on further topics based on the UCP roadmap round off the program.
16:15 - Future of Operations Panel with Capgemini, Deutsche Kredit Bank (DKB), UNIQA, Siemens
13:45 - Introduction
The future of marketing – How to unlock new growth with brand and tech?
Petra Seipp, Senior Manager; Laurenz Schaller, Technology Consulting Manager, Accenture
The field of marketing is constantly changing. To achieve continuous growth, marketeers join forces with many organizational units such as brand, sales, service, product, CX and more. In this keynote, we discover what successful marketing units have in common based on global Accenture research. Learn how to design your organization and tech stack ready to be ready for continuous and sustainable growth.
14:15 - Client Success Stories
Enabling individual customer experiences and using them in a value-oriented way
Marco Dürscheid, Head of Acquisition Systems, DEVK Versicherungen
Insurance customers also want to receive increasingly individual and tailored advice on their current life situations. However, current events show us how quickly life circumstances can change - also due to external influences: Corona pandemic, flood disaster, energy crisis and inflation are just a few examples. But how does an insurance company meet the increasing customer requirements in this constantly changing world, when at the same time it has to master the challenges of current events, e.g. a shortage of skilled workers in sales and service? Find out more about DEVK's strategy as part of the customer success story!
Getting started in Decisioning – The first 1000 days
Louise Friis Blomberg, Group Marketing Technology Lead, Verisure
Verisure will show in this session how they onboard Pega NBA (Next Best Action) and ensure a future personalized customer experience.
Next Best Action in Practice of Customer Consulting - Success Factors
Rene Schlagentweith, Leiter Planung & Steuerung, DAK-Gesundheit; Christoph Schiessl, Management Consultant, Dynacon GmbH
At DAK Gesundheit, an NBA process was successfully introduced in reactive telephony. This enables customer advisors to suggest complementary consulting topics for ongoing customer dialogs. In addition to technical implementation, other factors are crucial for success. In this breakout session, you will learn what these factors are and how they are dealt with.
16:15 - Future of Marketing Panel with Accenture, Verisure, DEVK & DAK
13:45 - Introduction
How to create a true one stop shop to increase user satisfaction and novel service experience
Dominik Loerts, Non FSO DACH Pegasystems Alliance Leader, EY
No company can afford to underestimate the importance of positive service experience. Poor service can make a significant impact on a company’s retention rates, causing both employees and customers to look elsewhere. But what are the factors to create break through value?
14:15 - Client Success Stories
Rapid Financial Support – end-to-end digitally available in 5 days
Dr. Thomas Langer, Departmental CIO, Bavarian State Ministry of Economic Affairs
Digitization is - also outside the OZG - a "must" in public administration. What is needed is a consistent change in the way of working and approaching digital challenges. In addition to the big picture of full-scale digitization, fast, agilely developed solutions bring motivation and "quick wins". You will learn first-hand about the internal development and implementation of such a project in this session.
Evolution of Employee Services by Deutsche Telekom Services Europe
Deutsche Telekom: Karina Jaeger, Head of HR Contact Centers & Complex Requests; Timo Romero Soria, VP HR Hire to Retire Business Steering & Development & Development, Deutsche Telekom
“Turning customers into fans" is just one of our guiding principles as a Multishared Services Center and strong partner in all HR and financial services for the Group. We all expect fast, simple, and targeted services - but what exactly do we need to create really good customer journeys that are perceived as such by the customer? How do we achieve fast, high-quality order processing, legally compliant and lean-and-simple services, as well as proper staff utilization in the face of ever-increasing demands in order to be the benchmark in terms of cost and quality? The focus we have set for this is to use the innovative power of the company and the people paired with the use of the latest technologies. Find out how this works, what is used for this and how enthusiastic our customers and employees are - in our keynote.
CX Rockstar – Some boring stuff but also some cool stuff
James Dodkins, Rockstar Keynote Speaker & Customer Service Evangelist, Pegasystems
The most exciting boring session you’ll attend all day! Hear some obvious and boring yet widely forgotten customer experience essentials that make up the world’s most amazing customer experiences, then hear about an exciting look into the not to distant future with the ‘Rise of the Machine Customers’. Leave with simple ideas that can be immediately implemented and some future challenges to consider whilst on your customer experience journey.
16:15 - Future of Customer Service Panel with EY, Deutsche Telekom, StMWi Bayern & Pega
Take off today to the Future!
Marcus Zitzelsberger, Senior Solutions Consultant; Katharina Hecht, Senior Solutions Consultant; Alexander Beck, Senior Specialist Solutions Consultant, Andre Klug, Principal Specialist Solutions Consultant, Pega
We are taking you on a demo journey to the future, covering everything you need to know about leading-edge innovations of real-time customer engagement, multi-channel digital service and autonomous business process automation.
How to deploy Pega successfully in your organization
Walter Köhler, VP Global Consulting, Pegasystems
In this panel, moderated by our Global VP Consulting, Walter Köhler, you will hear from you will hear from Siemens and DKB, among others, on how they have equipped their Pega competence centers to deploy solutions consistently across multiple departments and geos. We will talk about some key success criteria like building for reuse, the prioritization of the solutions pipeline and how Pega and our partners can help with building these competencies.
*Session also available via Online-Stream