PegaWorld 2019 agenda

You don’t have to choose between flawless experiences and streamlined processes. At PegaWorld, you’ll hear from both CX leaders and automation experts – and get the insights you need for real digital transformation.

Sunday, June 2

7:30 AM – 9:30 PM
Registration open
9:00 AM – 5:00 PM
Hands-on training classes
2:00 PM – 4:00 PM
Partner training
4:30 PM – 6:00 PM
Industry Networking Receptions
7:00 PM – 9:30 PM
Welcome Reception

Monday, June 3

6:30 AM – 7:30 PM
Registration open
7:00 AM – 8:15 AM
Breakfast
8:30 AM – 11:00 AM
Keynotes
11:00 AM - 6:30 PM
Tech Pavilion open
11:45 AM - 12:30 PM
Sessions
12:00 PM - 2:00 PM
Lunch
1:30 PM - 2:15 PM
Sessions
2:30 PM - 3:15 PM
Sessions
3:30 PM - 4:15 PM
Sessions
4:30 PM - 6:30 PM
Cocktail Reception in Tech Pavilion
7:00 PM - 10:00 PM
Evening event

Tuesday, June 4

6:30 AM – 7:00 PM
Registration open
7:30 AM – 8:45 AM
Breakfast
9:00 AM – 11:00 AM
Keynotes
11:00 AM - 7:00 PM
Tech Pavilion open
11:45 AM - 12:30 PM
Sessions
12:00 PM - 2:00 PM
Lunch
1:30 PM - 2:15 PM
Sessions
2:30 PM - 3:15 PM
Sessions
3:30 PM - 4:15 PM
Sessions
4:30 PM - 7:00 PM
Closing Reception in Tech Pavilion

Wednesday, June 5

Developer Day*
7:00 AM – 10:00 AM
Registration open
7:30 AM - 8:30 AM
Breakfast
8:30 AM - 11:45 AM
Workshops
11:45 AM - 1:00 PM
Developer Lunch
1:00 PM - 2:00 PM
Developer Day: Ask Me Anything (AMA)
2:00 PM - 3:30 PM
Developer Day: Challenge
3:00 PM - 4:30 PM
Developer Day: Networking Social
*Developer Day is an additional $300
Showing 18 result(s) for Customer Service. (Clear filters)
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Keynote

Up, Up, and Away: Unleashing the Superpowers of Pega Infinity

Monday, June 3, 2019 • Grand Garden Arena

You know that feeling – the one where you’re defeated by technology. Legacy systems and messy architecture prevent you from engaging your customers in exciting new ways. Look, we’ve been there too....

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Customer Case Study

Air France Cares. Elevating Loyalty and the Passenger Experience at a Top 5 Global Airline

Monday, June 3, 2019 • Chairman's Ballroom 359

The travel industry is being disrupted. More travelers, more choices and competitive prices are challenging airlines to differentiate. Increased loyalty is something that every business in the travel industry strives for. Improving...

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Customer Case Study

Digital Transformation at Scale - Liberty Global explains how they are Transforming in multiple regions at the same time

Monday, June 3, 2019 • Premier Ballroom 315

Two years ago Liberty Global (LG) began an ambitious program to digitally transform its operations in a turbulent market with a rapidly changing regulatory landscape - across 12 different countries and 5...

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Customer Case Study

How Scotiabank is modernizing their Global Technology Platform with Pega Infinity on the Cloud

Monday, June 3, 2019 • Premier Ballroom 316

Learn about Scotia’s platform modernization initiative that offers “Pega-as-a-Service” to internal partners across the enterprise. Discover multi-cloud computing benefits including lower risk of DDoS attacks, and improved reliability and flexibility. Delve into...

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Customer Case Study

Cisco Customer Service - from dynamic customer engagement to digital delivery through Pega Customer Service

Monday, June 3, 2019 • Chairman's Ballroom 370

CIsco has been on a digital transformation journey which has simplified and automated our processes, uplifted our people roles to engage customers on outcomes instead of work on cases. The migration to...

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Customer Case Study

VIVAT Insurances: Transforming from a traditional to a digital, customer-centric, future-proofed Insurer

Monday, June 3, 2019 • Premier Ballroom 315

VIVAT is on a journey to transform its entire multi-line and multi-label insurance business into a state of the art digital insurer. With the Pega capabilities in its front and back office,...

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Customer Case Study

Botman vs. Super Agents. The Rise of a New Contact Centre at BT

Tuesday, June 4, 2019 • Chairman's Ballroom 357

With the advent of AI, Robotic Automation and virtual agents, the "fear of redundancy" in the contact center is a common concern among human agents within the customer service industry. But rather...

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Customer Case Study

How Cox Communications Glues Business and Technology Together

Tuesday, June 4, 2019 • Premier Ballroom 316

Cox Communications recognized the need to improve both customer and agent experiences. Learn how a unified business and technology team aligned resources and streamlined prioritization to deliver one of the most successful...