Customer Engagement Summit Amsterdam 2019

The promise and potential of Digital Transformation is immense. But to achieve the desired results, you have to get Digital Transformation right – and too often, organisations find themselves chasing after success in a world of digital chaos. In this keynote, we will share specific examples of how leading organisations have avoided these mistakes and achieved staggering results.

ING’s mission is to empower people to stay a step ahead in life and business. They want to earn the primary relationship with their customers, by exceeding customer expectations with distinctive service. Vaishal reveals how -as part of their digital transformation strategy- Pega helps them to be customer centric.

GURU is VodafoneZiggo’s Marketing Automation platform based on the Centralized Decisioning Platform PEGA. During this presentation, Nicole will share her vision, journey and lessons learned from a traditional outbound approach to this new real-time, relevant, hyper-personalized omnichannel approach.

Partner Spotlight Talks

3:25-3:35 – Room A – Atos Spotlight Talk
Title: What we learned from Jurassic Park – AI for your Business
Speaker: Harmen Boers, Team Lead Artificial Intelligence & Data Scientist, Atos Benelux & the Nordics

3:25-3:35 – Room B – EvonSys Spotlight Talk
Title: Transform the Digital Client Experience with a Unified Service Backbone
Speakers:
Arun MS, Founder & CEO, EvonSys
Richard Verpaalen, Unit Manager, BNP Paribas Cardif Netherlands

3:40-3:50 – Room A – Cognizant Spotlight Talk
Title: Human Centric design for the Brain and the Muscle
Speakers:
Ard Jan Vethman, Practice lead Integrated Process Management, Cognizant Benelux
Heini Withagen, CTO, Mirabeau – a Cognizant Digital Business

3:40-3:50 – Room B – HCL Spotlight Talk
Title: Augmenting Pega with the art of Platform thinking
Speakers:
Titto Thommy T., Enterprise Architect – Digital & Analytics, HCL Technologies BV
Nicolas Chaperon, IT Area Lead, ING

3:55-4:05 – Room A – Infosys Spotlight Talk
Title: Going beyond BPM with “DPA by Design” – Foundation for intelligent customer engagement and efficient service automation
Speaker: Bhupesh Naik, Sr. Director, Europe - Digital Strategy and Innovation, Infosys

3:55-4:05 – Room B – TCS Spotlight Talk
Title: Building a Customer Centric Digital Insurance Platform - Powered by Pega & TCS
Speakers:
Marcel van de Lustgraaf, General Manager of Data, Technology & Change, VIVAT
Sindhura Pesara, Client Partner - VIVAT Account, TCS

In this session, we will introduce the latest advances in Pega’s technology highlighting why our Platform isn’t just low-code, it’s no-code. Also, you’ll witness how Pega’s AI and robotics are setting the standard for a new class of CRM apps that both engage your customers and automate your work.

At Achmea, our goal is to deliver the most personal and relevant customer experience in the world at every touchpoint, across all our brands. We put customers first in our personalization platform driven by Pega AI. We will explain how we broke down product and channel silos and transformed our customer strategy, processes and people. Our agile Personalization team fully owns and deploys all business changes, from retargeting Facebook adverts into NBA driven outbound, contextual inbound messaging and personalized SAP insurance renewals.