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 23 result(s) for Customer Service. (Clear filters)
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Keynote

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

DATE TBD

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

Innovation@Scale - Highmark's framework for de-risking innovation, building great products and transforming healthcare

Tuesday, June 4, 2019 • Chairman's Ballroom 359 Tues

Highmark Health Solutions sponsored a Pega Catalyst engagement for three months that explored different ways to digitally transform their end-to-end innovation and software delivery operating model. Together HMHS and the Pega Catalyst...

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Customer Case Study

A Payer Evolution: How DAK Went From Product-Focused, To Member-Centric

Monday, June 3, 2019 • Chairman's Ballroom 361 Mon

Healthcare payers have been slow to change, especially when it comes to interacting with members. Direct mail and calling campaigns were the status quo – offers pushed out in large batches, where...

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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 Mon

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

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

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

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 Pega is powering business transformation at CNO Financial Group

Tuesday, June 4, 2019 • Premier Ballroom 319 Tues

CNO Financial Group is on a journey to implement Pega Customer Service for Insurance, Sales Automaton for Insurance, and the Pega Foundation to improve processes, enhance integration, and retire legacy platforms. Learn...

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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 Mon

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

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

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

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...