Wherever your organization is on the supply chain, having technology that integrate with your services and software is critical to your ability to respond to industries in fast-paced environments. Leading technologists are presenting at PegaWorld their best practices for achieving their goals for success and growth.
Monday | June 5, 2017
Cisco executives present how they evolved their customer services model by tapping the power of automating tasks and empowering their customer service agents with the latest knowledge about their customers at the breakout session Cisco Digitized Agent: Using Decisioning to Route Complexity to Best Available Agent (Monday, June 5, 2:30 p.m. to 3:15 p.m., Premier Ballroom 317). The presenters are:
- Steve Power, Sr. Director of Customer and Partner Services for Cisco
- Chat Villarosa, CPS Digitization COE for Cisco
- Dawn Wang, Business Architect and Service Owner for Cisco
Distribution using Pega Field Service to drive higher case volumes and profitability, doubled Coca-Cola's size as a bottler. Learn how the company did it from Shawn Hodges, Sr. Director of Operations & Customer Process for Coca-Cola Consolidated Bottling Co. and Sharon Campbell, Director of Solutions for Coca-Cola Consolidated Bottling Co. at their session How Coca-Cola is Driving Innovation in Distribution to Spur Growth (Monday, June 5, 3:30 p.m. to 4:15 p.m., Premier Ballroom 317).
Tuesday | June 6, 2017
Transavia, a low-cost European airline, is building its business by eliminating the barriers between its customers and its employees. In his keynote, Building a Customer-Centric Ecosystem (Tuesday, June 6, 10:10 a.m. to 10:35 a.m., Grand Garden Arena), Transavia Director and Chairman Mattijs ten Brink describes how Transavia is breaking organizational silos so that employees at all customer touch points are equipped to make smart decisions, based on relevant and real-time data.
Anja Bimmel, Product Manager of Customer Services for Transavia and Julie Mooren, Product Manager of Operations for Transavia discuss their airline's redesign of their services to one more customer-centric at their session Transavia Airlines: Breaking Organizational Silos for a Great Customer Experience (Tuesday, June 6, 11:45 a.m., Premier Ballroom 317).
Airlines are literally in the people-moving business, so they are under constant pressure to make their customer service clearer, faster, and all-encompassing. Alex Corbasson, Head of Air France-KLM Customer Care for KLM Customer CareAir France-KLM will present his airline's problem-solving service I-Care at the session Air France-KLM: From Reactive to Proactive Customer Service (Tuesday, June 6, 2:30 p.m. to 3:15 p.m., Premier Ballroom 317).