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Customer Engagement Summit Edinburgh

Thanks to all who joined us on 5th March. We hope the event inspired those who attended to think about how they can future-proof their technology by empowering front-line staff, creating operational efficiencies, and transforming the customer experience.

Featured Replay

Customer Engagement Summit London 2019 Highlights

If you missed out on 2019's Customer Engagement Summit in Edinburgh, here's a sample of some of the same talks given in London.

Download the presentation decks (5/3/19)

9:40 AM

Pega Keynote: The Heart of the Matter - The Human Side of Digital Transformation

The promise and potential of Digital Transformation is immense. But to achieve the desired results, you have to get Digital Transformation right – and too often, organisations find themselves chasing after success in a world of digital chaos. In this keynote, we will share specific examples of how leading organisations have avoided these mistakes and achieved staggering results.

Tom Libretto, Chief Marketing Officer, SVP, Pegasystems

10:05 AM

StepChange Debt Charity: A Digital Transformation Journey

StepChange Debt Charity’s mission is to be the most efficient and sustainable provider of free debt advice and debt solutions. Learn about their digital transformation journey to serve more people than ever before, significantly improving their customers’ experience, while streamlining their operations.

Phil Andrew, Chief Executive, StepChange Debt Charity

10:30 AM

CYBG: Segment of One: The Journey So Far

A key challenge in moving from a traditional campaign-based approach to a customer decisioning platform rests with achieving the much hyped segment of one. This challenge is wider than simply making individual decisions for each customer at each interaction. Significant consideration must be given to the holistic experience including: fulfilment, device changes, physical v digital interactions the list goes on. During the presentation Wullie will share some of the experiences CYBG are facing in pursuit of the segment of one.

Wullie Grubb, Senior Manager - Marketing Analytics, CYBG

12:20 PM

DWP Innovation Dojo: Making Public Services Better

At DWP, we’re passionate about exploring new and exciting ways of doing things. The scale and social purpose of our work means we have a responsibility to innovate boldly. Our innovation team, known as the DWP Innovation Dojo, has been reimagining the future of citizen-first services by investigating emerging technologies, while being conscious of privacy-by-design and technology ethics principles. 

Juan Villamil, Director of Enterprise Infrastructure & Production Operations, DWP Digital (Part of the Department for Work and Pensions)
Cheryl Stevens MBE, Deputy Director, Identity & Trust Services, DWP Digital (Part of the Department for Work and Pensions)

12:45 PM

Pega Demo: Engage, Automate and Build – Without Limits

In this session, we will introduce the latest advances in Pega’s technology highlighting why our Platform isn’t just low-code, it’s no-code. Also, you’ll witness how Pega’s AI and robotics are setting the standard for a new class of CRM apps that both engage your customers and automate your work.

Philip Knoetze, Principal Solutions Consultant, Pegasystems
Andi Mutlow, Principal Solutions Consultant, Pegasystems

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