Online Meet-up – Proactive Customer Service

Christiane Stein is a news journalist and presenter. For ten years she was News Anchor at the news channel n-tv. The business administration graduate leads through numerous conferences and congresses from industry, business and politics. Her main topics are digitalization, innovations and artificial intelligence.

Since 2018, the specialist for Customer Experience Transformation at Capgemini has been supporting companies in defining and implementing innovative solutions for sales, service, marketing and eCommerce processes in various industries. Christian Schacht is particularly interested in the use of innovative approaches to optimize the customer experience, e.g. with the help of AI. As a design thinker, his main focus is on viewing and solving problems from the customer's perspective.

Experienced managers from sales and business development sectors contribute extensively in terms of experience, when it comes to network and service transformation. Before joining Pegasystems, Martin Carney had already successfully driven growth in new services and technologies. He and his team have supported new customers such as Deutsche Telekom, Deutsche Bahn, DHL, Vodafone, UPC Switzerland, and Verisure in their digitalization and automation projects since 2018.

Augustin is currently responsible for design and implementation of end to end customer lifecycle´s related processes. His main focus is on ensuring a good balance between high efficiency, strong customer satisfaction and 100% compliancy. Before that, he worked in product management focusing on delivering digital platform for corporate clients.

In more than 30 years, the business information specialist has successfully promoted the implementation of ERP and CRM solutions for customers from various industries. Before he took over the role of Pega Platform Lead at Capgemini in January 2020, he spent 5 years as Practice Leader at Pegasystems, where he was responsible for the successful introduction and further development of Pega products at customers in the insurance, telecommunications and life science sectors.

Katharina Hecht is Solutions Consultant at Pega, advising customers on the selection of suitable automation solutions. After successfully completing her studies in industrial engineering and management and gaining practical experience in the mechanical engineering and automotive sectors, she has been working intensively on the modeling, optimization and automation of processes in other industries over the last five years. Her current focus at Pega is on the financial services sector.

Adam Krug has nearly a decade of experience in AML/KYC. He has worked for several vendors and consultants, including Kroll and most recently at EY as Director.

Ekkehard Preis, father of three children, has many years of banking experience and has held various management positions in Erste Group since 2008. Before taking over as Head of “Holding Banking Operations” in 2018, he was Head of Corporate&Markets Product Management.

Stephan Kolarik has more than 15 years of transformation expertise, specializes in the management of complex transformation projects and combines professional and technical CX background in Banking, Insurance, Energy, Retail and Manufacturing. Together with our customers we optimize the Omnichannel Experience, increase customer engagement and automate business processes all the way to the back office. In a comprehensive approach we improve the competitive position of our customers, from the conception to the transformation of processes and underlying technologies. We bring our experience and leading practices to bear across industry boundaries. As an independent implementation partner, we use our partnerships with leading technology providers to develop customized solutions for our customers.