CRMEvolved - Pegasystems

#CRMEvolved
Zeit
Agenda
10:00 - 11:00
Registrierung / Kaffee
11:00 - 11:15
Begrüßung
Axel Kock, Managing Director DACH, Pegasystems
11:15 – 12:00
Customer Engagement in a Digital World
The technology that has fueled digital transformation presents a paradox for organizations. Often,
technology creates a chasm your customers must cross: new channels become silos, data is used for
little more than records, and customers get trapped in the complexity of your processes. Used
effectively, however, technology can bring you closer to your customers to build personalized,
human relationships that allow you to fulfill your promises effortlessly. In this keynote Don will
discuss emerging trends in technology, enterprise software, and customer engagement and present
a roadmap for using technology to engage customers in a way that is personalized, effective, and
effortless.
Don Schuerman, CTO and Vice President of Product Marketing, Pegasystems
12:00 - 13:00
Experience the Future of Customer Engagement
Companies that thrive in the digital age use technology to build personal, human relationships with
their customers at every step of the journey. In his keynote, Kerim will demonstrate how Pega’s
cloud-ready applications for Marketing, Sales, and Customer Service leverage the power of the Pega
Platform to deliver the experiences today’s digital customers demand. Pega’s new and expanded
capabilities for real-time analytics, mobile devices, and robotic automation have driven the
evolution of CRM software from static systems of information that merely aggregate data records,
to dynamic systems of insight that proactively deliver intelligence at every interaction.
Kerim Akgonul, Senior Vice President, Products, Pegasystems
13:00- 14:00
Kaffeepause
14:00 - 14:30
Konsequente Ausrichtung der Denkweise auf den rasanten Wandel im Verhalten und den
Anforderungen unserer Kunden.
Pega@W&W Konzern – A multispeed solution for a multispeed world.
Stephan Fanenbruck, Mitglied der Geschäftsführung, W&W Informatik GmbH
14:30 - 15:00
Master Data Management – Konzernweit harmonisierte Stammdaten als Erfolgsfaktor zur
Kundenfokussierung
Anna Gleiss, Head of Master Data, Siemens AG
15:00 - 15:30
Transforming the Customer Experience: Global Warranty and future challenges bei Ford
This presentation covers typical warranty reduction processes and refers to the importance of an
integrated IT system to understand warranty trends, risks and opportunities within the quality
improvement concept.
Leo Roeks, Director Global Warranty Office, Ford-Werke GmbH
15:30- 16:15
Kaffeepause
16:15 - 16:45
Digitalisierung im Vertrieb – mehr Zeit für’s Wesentliche
Andreas Käfer, Fachsprecher Vertrieb, SBK - Siemens Betriebskrankenkasse
16:45 - 17:30
Transforming the Customer Experience: Transavia enhances customer service by shifting
from transactions to interactions
This session will provide a view of the transformation Transavia underwent to enhance customer
experience and satisfaction by centralizing their operations to run on one platform. In an industry that
traditionally supports work based on flights and transactions, Transavia worked with Accenture to
build a single platform to support all interactions related to customers, flights and employees. Join us
to learn how enhanced customer service and satisfaction are the results of the new platform which
provides a 360 degree view of the customer and manages the entire value chain involved in a flight
experience. The close-up view of Transavia’s experience will be followed by a fireside chat with
thought leaders from Accenture and Transavia to talk through the opportunities and benefits
presented by this solution
Ab 17:30
Zusammenfassung, Drinks & Snacks

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