Session Title Speaker(s) Session Abstract Keynotes and Live Q&A Welcome and Opening Alan Trefler, Founder and CEO, Pega N/A A Customer Service Recalibration Jeff Nicholson, Global Head of CRM, Pega It’s a new world. Your customers shouldn't ever have to call you – unless, of Blake Morgan, Customer Experience Futurist, course, they want to. Join thought leaders Blake Morgan and Jeff Nicholson as Keynote Speaker, Author, Blake Michelle they discuss how leaders are transforming the way they approach delivering Morgan service with a new outside-in view of digital service strategy.
How Aflac Has Unleashed the Power of Nicole Evans, Director of New York Regional The heart of service transformation is about one thing: the customer. Hear how Agile Service Operations and CSC Process, Innovation and Aflac, a leader in supplemental insurance, is revolutionizing its digital service Control, Aflac and optimizing processes from end to end. With an agile technology strategy, Tashia Brandenburg, Digital Services Director, Aflac is evolving as fast as its customers while driving value quickly across every Aflac interaction. John Huehn, General Manager, Customer Service & Sales Automation, Pega
Customer Service: Stronger After COVID- Michelle Sobin, Managing Director, Pega The global pandemic has put unprecedented pressure on organizations to 19 Customer Service Lead, Accenture accelerate digital transformation, improve customer experience, and reduce cost of care. To address this at Accenture, we are using Pega Customer Service™ capabilities to help our clients respond quickly to these challenges without making a huge investment, using features like cloud, Pega Customer Decision Hub™, virtual assistant, and bots. And we can accomplish all of this quickly, using Pega Express™ with a scalable Center-out™ business architecture.
Fireside Chat: Simplifying Service in a Tashia Brandenburg, Digital Services Director, Today, customers innately use a swath of technologies when they need to reach Complex World Aflac you. This is fantastic for your customers and a potential nightmare for you. But Nicole Evans, Director of New York Regional Operations and CSC Process, Innovation and it doesn't have to be. We'll discuss real-world approaches of how to simplify Control, Aflac service – for your agents and your customers. Michelle Sobin, Managing Director, Pega Customer Service Lead, Accenture Blake Morgan, Customer Experience Futurist, Keynote Speaker, Author, Blake Michelle Morgan [moderator] John Huehn, General Manager, Customer Service & Sales Automation, Pega
Tech Showcase Live Achieving Digital Customer Service Host: Rebecca Miller, Product Marketing Customer service is transforming and now requires new strategies and Transformation Manager CRM, Pega technology that facilitate customer-centric experiences and support the modern agent. Discover how agile customer service technology can allow your organization to meet today’s demands and stay prepared for the future. In this interactive Tech Showcase, you’ll engage live with product experts and hear from industry-leading brands, including Telenet and Sun Life, on how they are facilitating customer-centric service. We’ll dive into key areas of Pega Customer Service™, including case management, AI and automation, intelligent virtual assistants, Unified Messaging, and Pega’s state-of-the-art agent desktop.
Pega Customer Service 101 John Huehn, GM Customer Service & Sales Learn how Pega’s agile customer service solution can empower you to simplify Automation, Pega service while improving customer experience across all your touchpoints. To kick off Tech Showcase discussions, we’ll dive into how you can transform your service by starting small while thinking big.
Beyond the ticket: Case management David Fulton, Sr. Director Product Customer-centric service focuses on individual journeys, not channels. Pega’s Management, Pega Center-Out™ architecture and industry-leading case management technology enable every interaction to remain contextual. See how Pega case management Dan Burton, AVP, Intelligent Business Process serves as the foundation for seamless experiences, reducing time-to-resolution Management, Business Excellence, Sun Life and driving efficiencies end-to-end
Up-leveling service with AI Matt Lake, Sr. Director Multi-Channel Your customers may need you 24/7, but they don’t always need a live agent. A Technology, Pega new generation of AI-powered service and automation is empowering customers to resolve issues faster. In this session, we’ll dive into how contextual self-service, intelligent virtual assistants, and email bots are elevating service.
Goodbye digital silos. Hello unified Kat Austin, Product Marketing Manager Facebook. Twitter. WhatsApp. Live chat. As demand for digital customer service messaging. Digital Engagement, Pega continues to rise, how do you keep up and meet customers where they are? Learn how Pega’s unified messaging capabilities boost agent efficiency with a Brecht De Mulder, Pega Product Owner, single interface built for creating consistent experiences. Telenet
The new playbook for the omni-channel David Fulton, Sr. Director Product Agile customer service technology can allow your organization to meet today’s agent desktop Management, Pega demands and stay prepared for the future. In this session, we’ll bring together all the great capabilities discussed in the Tech Showcase to show them in action on Pega’s state-of-the-art desktop.
Spotlight Talks Using AI to Bring Customer Service to the Michelle Sobin, Managing Director, Pega It's not enough to offer good customer service when our customers call us. We Next Level Customer Service Lead, Accenture have to provide them with the hyper-personalized experiences they demand. Linda Leigh Brock, Executive Director of Thanks to technology like Pega Customer Decision Hub™, we can create Product Strategy, NASCO personalized customer journeys that create a different level of customer intimacy and care. Opportunities and possibilities are unlimited.
Personalized Healthcare Experience at 10x Stuart Chandler, Senior Vice President, DPA Can you reshape and accelerate your customer service with lightning speed Speed Practice, Virtusa given the global environment? The best service solutions are the ones that Naga Vellala, Staff Vice President, Office of benefit your customers and your business in equal measure. In this session, we the CTO, Service Experience Engineering, will share insights into how Anthem achieved this without a skip of its business Anthem, Inc. beat.
The Story at Du: How Enterprise Rafa Domene, Partner, Strategy & What began as a small project to automate a limited number of back-office Automation Delivers Transformational Operations, TTEC Digital processes evolved into an enterprise-wide digital transformation – fueling Results Bogaç Giritlioglu, Managing Director & Sales superior customer experiences while accelerating cost savings. Hear how Du Manager, Pega Telecom, a leading EMEA provider, partnered with TTEC and Pega to deploy hundreds of intelligent virtual assistants (IVAs) to create a transformational economic impact and digital-first approach to continuous improvement.
Rafa Domene, TTEC’s Automation Practice Lead, and Bogaç Giritlioglu, Managing Director & Sales Manager at Pegasystems, will discuss how they used robotics and intelligent automation to deliver Du Telecom with operational, customer, and financial outcomes.
Dynamic Digital Customer Engagement Shirish Joshi, Industry Leader, Capgemini Capgemini’s client – an American multinational technology conglomerate – has always been the front-runner in industry-leading technology. Today, transformational changes and iBPM are critical enablers to leading the charge for enterprise digitization. As part of its vision for a digital enterprise, the client embarked on a journey to transform and digitize existing business processes using a development-operations model and Pega’s iBPM. Discover how Capgemini’s client achieved a seamless customer experience that unified its underlying applications.