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Shift to Customer-Centric Engagement through AI

Session #2

  • Wednesday, December 5, 2018
  • 1:00 - 2:00 PM EST

Today's customers expect you to always understand their needs – but most engagement still feels company-centric, not customer-centric. In this expert-led session, find out exactly how leading brands like Scotiabank are using AI to shift their approach and gain a crucial market advantage.

Join us and find out:

  • What's driving the shift to customer-centricity across various industries
  • The role of AI in making the right decisions for your customers
  • How Scotiabank revolutionized customer engagement, and what you can learn from their success



Vince Jeffs

Sr. Director, Product Strategy – Marketing & Decisioning, Pegasystems

Vince leads AI & Customer Engagement strategy & product marketing for Pega, and has spoken at numerous conferences and written extensively on the subject. As an author, he’s currently ranked #41 (out of 2000+ authors) on and is #5 in the Customer Analytics category. Throughout his career, he’s managed product marketing / management and professional services teams. He’s been at the forefront of the Martech evolution & revolution - designing and implementing Martech software & systems directed at optimizing CX initiatives, processes, and automation - thus enhancing ROI and stockholder value.

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Jim Saleh

Senior Director, Process Automation CoE, Pegasystems

Jim is a Senior Director in Scotia’s Enterprise Technology group. With over 30 years of IT experience, and 20 years implementing Pega applications, Jim leads the bank’s Enterprise Pega Centre of Expertise. Jim’s Pega profile includes expertise in project delivery, application architecture leadership and design, training and staff development, project planning/execution and building Enterprise CoEs.

Jim has demonstrated expertise in leading large scale Pega implementations, designing complex/high performance process and decision automation solutions and integrating with legacy applications. He has deep experience in designing reusable and extensible enterprise solution frameworks using Pega.

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Register for the whole series

Session 3 | Dec 6, 2018

This event has ended.

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