Decisioning Congress Content Hub

DECISIONING CONGRESS TABLE PLAN

DECISIONING

CONGRESS

Nomad, London

8th & 9th October

Details

The 2024 Decisioning Congress was held on 8th and 9th October, bringing together directors and C-level executives within the Decisioning domain at the NoMad London.

This year’s Congress was our largest yet, bringing together over 70 senior leaders from across the EMEA region. Over two days, we were inspired by incredible speakers from Citizens, Telenet, Rabobank, Transavia, HSBC, Vodafone Greece, Pega, dentsu, and Merkle. We also had a fantastic session from Moira Clark of Henley Business School.

Explore all the content and highlights from the Decisioning Congress below.

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Key Takeaways

1

There is a significant experience expectation gap, with 80% of companies believing they deliver ‘super experiences’ while only 8% of consumers agree.

2

Is your brand market driven or driving the market? Brands that listen to their customers and focus on their needs can shape the market and develop a competitive advantage.

3

Pega Customer Decision Hub (CDH) enables hyper-personalised, omni-channel real-time customer experiences at scale, reducing lead times for new journey implementations and offering opportunities for improvement in delivering great experiences.

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Day 1

Day 2

Watch the Highlights

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Day 1: Tuesday 8th October

Introduction - Setting the Scene

Christopher Schyma, Chief Transformation Officer Merkle | dentsu CXM

Welcome to Congress

Azlan Raj - EMEA CMO, dentsu

Rob Walker - Vice President Decisioning & Analytics, Pega

Hosted by: Robin Collyer, Senior Director - Marketing & Decisioning, Pega

Levers for optimizing value with 1:1 Customer Engagement - Pega Keynote

Ed Hennessy - Director Customer Decisioning, Pega

Jo Allen - Director 1:1 Customer Engagement, Pega

Citizens - Decisioning platform modernisation - our journey to best practice to drive value & improved CX

Bruce Arnold - SVP Enterprise Customer Communications, Citizens

Telenet - Driving customer service with CDH

Tine Van Calster - Product Owner, Telenet

Nico Stroobants - Decisioning consultant, Telenet

Rabobank decisioning: Past - Present - Future and the challenges along the way

Paul Euler - Lead Product Manager/ Owner Customer Engagement, Rabobank

Wouter Buzing - Product Manager Customer Engagement, Rabobank

Panel: Business Change: Creating the right environment to drive value and benefit from CDH

Hosted by: Jasmin Lehr, Data Solutions Director, Merkle

Bruce Arnold - SVP Enterprise Customer Communications, Citizens

Tine Van Calster - Product Owner, Telenet

Paul Euler - Lead Product Manager/ Owner Customer Engagement, Rabobank

Wouter Buzing - Product Manager Customer Engagement, Rabobank

Keynote

Moira Clark - Professor of Strategic Marketing, Henley Business School

Closing Remarks

Steve Turner - Head of Decisioning Science, Merkle

Day 2: Wednesday 9th October

Welcome to Day 2

Robin Collyer, Senior Director - Marketing & Decisioning, Pega

The Rise of the Experience Economy: Understanding the shift from product-centric to experience-centric business models - dentsu Keynote

Alex Hamilton, Innovation Director, dentsu

HSBC - WPB's Personalisation Journey with Pega

Nic Hobson- Langley, Global Head of Data and Messaging, HSBC

Vodafone Greece - From challenges to successes: Transforming customer engagement with Pega CDH, one campaign at a time

Christos Pierrakos - IT Product Owner, Vodafone Greece

Georgios Papadas - Decision Strategy (Pega) Chapter Lead, Vodafone Greece

Transavia- Journey towards 1:1 personalization with Pega CDH

Max Meijer - Product Owner Marketing Automation, Transavia

Driving Successful Customer Transformation: The Role of Results, Communication, and Stakeholder Engagement

Hosted by: Tord Nilsson - Solutions Consultant Fellow, Pega

Nic Hobson- Langley, Global Head of Data and Messaging, HSBC

Christos Pierrakos - IT Product Owner, Vodafone Greece

Georgios Papadas - Decision Strategy (Pega) Chapter Lead, Vodafone Greece

Max Meijer - Product Owner Marketing Automation, Transavia

Closing of Congress

Steve Turner - Head of Decisioning Science, Merkle

Annette Kerlin - Senior Director Global 1 to 1 Customer Engagement, Pega

Venue

Located in the centre of Covent Garden, NoMad London takes residence inside the historic, grade II-listed building famously known as The Bow Street Magistrates' Court and Police Station.

NoMad London, a World’s 50 Best Hotel, is steeped in history and heritage.

Press here to respond

Welcome to the third edition of the

Decisioning Congress!

The 2024 Decisioning Congress is an invite-only technology event for directors and C-level executives within the Decisioning domain.

Join Merkle and Pega for two days packed full of:

Keynotes from our Decisioning thought leaders, bringing you up to speed with the latest trends and technologies in decisioning.

Sessions with a variety of expert Customer Decision Hub users.

Opportunity for Q&A with leaders in the decisioning space.

Networking with peers.

Schedule

Day 1 - 8th October

12 pm- 1 pm

Arrivals and networking lunch

1 pm - 1:15 pm

Introduction - Setting the Scene

Christopher Schyma, Chief Transformation Officer Merkle | dentsu CXM

1:15 pm- 1:45 pm

Welcome to Congress

Azlan Raj - EMEA CMO, dentsu

Rob Walker - Vice President Decisioning & Analytics, Pega

Hosted by: Robin Collyer, Senior Director - Marketing & Decisioning, Pega

1:45 pm - 2:15 pm

PegaSytems Keynote: Levers for optimizing value with 1:1 Customer Engagement

Ed Hennessy - Director Customer Decisioning, Pega

Jo Allen - Director 1:1 Customer Engagement, Pega

2:15 pm - 2:45 pm

Case Study: Citizens - Decisioning platform modernisation - our journey to best practice to drive value & improved CX

Bruce Arnold - SVP Enterprise Customer Communications, Citizens

2:45 pm - 3:15 pm

Break

3:15 pm - 3:45 pm

Case Study: Telenet - Driving customer service with CDH

Tine Van Calster - Product Owner, Telenet

Nico Stroobants - Decisioning consultant, Telenet

3:45 pm - 4:15 pm

Case study: Rabobank - Rabobank decisioning: Past - Present - Future and the challenges along the way

Paul Euler - Lead Product Manager/ Owner Customer Engagement, Rabobank

Wouter Buzing - Product Manager Customer Engagement, Rabobank

4:15 pm - 4:45 pm

Panel: Business Change: Creating the right environment to drive value and benefit from CDH

Hosted by: Jasmin Lehr, Data Solutions Director, Merkle

Bruce Arnold - SVP Enterprise Customer Communications, Citizens

Tine Van Calster - Product Owner, Telenet

Paul Euler - Lead Product Manager/ Owner Customer Engagement, Rabobank

Wouter Buzing - Product Manager Customer Engagement, Rabobank

4:45 pm - 5:15 pm

Break

5:15 pm - 6 pm

Keynote

Moira Clark - Professor of Strategic Marketing, Henley Business School

6 pm - 6:15 pm

Closing Remarks Day 1

Steve Turner - Head of Decisioning Science, Merkle

6:15 pm - 7:45 pm

Drinks reception

7:45 pm - 11:00 pm

Dinner

Day 2- 9th October

8:30 am - 9:30 am

Arrival / Networking Breakfast

9:30 am - 9:45 am

Welcome to Day 2

Robin Collyer, Senior Director - Marketing & Decisioning, Pega

9:45 am -10:15 am

dentsu Keynote: The Rise of the Experience Economy: Understanding the shift from product-centric to experience-centric business models.

Alex Hamilton, Innovation Director, dentsu

10:15 am - 10:45 am

Case Study: HSBC - WPB's Personalisation Journey with Pega

Nic Hobson- Langley, Global Head of Data and Messaging, HSBC

10:45 am - 11:15 am

Break

11:15 am -11:45 am

Case Study: Vodafone Greece - From challenges to successes: Transforming customer engagement with Pega CDH, one campaign at a time

Christos Pierrakos - IT Product Owner, Vodafone Greece

Georgios Papadas - Decision Strategy (Pega) Chapter Lead, Vodafone Greece

11:45 am - 12:15 pm

Case Study: Transavia- Journey towards 1:1 personalization with Pega CDH.

Max Meijer - Product Owner Marketing Automation, Transavia

12:15 pm - 12:30 pm

Break

12:30 pm - 1:00 pm

Panel: Driving Successful Customer Transformation: The Role of Results, Communication, and Stakeholder Engagement

Hosted by: Tord Nilsson - Solutions Consultant Fellow, Pega

Nic Hobson- Langley, Global Head of Data and Messaging, HSBC

Christos Pierrakos - IT Product Owner, Vodafone Greece

Georgios Papadas - Decision Strategy (Pega) Chapter Lead, Vodafone Greece

Max Meijer - Product Owner Marketing Automation, Transavia

1 pm - 1:15 pm

Closing of Congress

Steve Turner - Head of Decisioning Science, Merkle

Annette Kerlin - Senior Director Global 1 to 1 Customer Engagement, Pega

1:15 pm - 2:30 pm

Networking lunch to go

With speakers from

Meet the speakers

Azlan Raj

EMEA CMO, dentsu

Rob Walker

Vice President Decisioning & Analytics, Pega

Bruce Arnold

SVP Enterprise Customer Communications, Citizens

Jo Allen

Director 1:1 Customer Engagement, Pega

Ed Hennessy

Director Customer Decisioning, Pega

Tine Van Calster

Product Owner, Telenet

Paul Euler

Lead Product Manager/ Owner Customer Engagement, Rabobank

Wouter Buzing

Product Manager Customer Engagement, Rabobank

Jasmin Lehr

Data Solutions Director, Merkle

Moira Clark

Professor of Strategic Marketing, Henley Business School

Steve Turner

Head of Decisioning Science, Merkle

Alex Hamilton

Innovation Director, dentsu

Nic Hobson-Langley

Global Head of Data and Messaging, HSBC

Christos Pierrakos

IT Product Owner, Vodafone Greece

Georgios Papadas

Decision Strategy (Pega) Chapter Lead, Vodafone Greece

Max Meijer

Product Owner Marketing Automation, Transavia

Annette Kerlin

Senior Director Global 1 to 1 Customer Engagement, Pega

Tord Nilsson

Solutions Consultant Fellow, Pega

Nico Stroobants

Decisioning Consultant,
Telenet

Meet the hosts

Robin Collyer

Senior Director, Decisioning & Analytics Go To Market, Pega

Christopher Schyma

Chief Transformation Officer, Merkle UK

See the content from our previous events

Decisioning Congress 2023

Decisioning Congress 2022

Meet our speakers

August Menahan

August Menahan will be speaking about their experience working as an event marketer.

Minnie Redding

Minnie Redding will be speaking about their experience as an art director and organizer of design events.

Reggie Quartz

Reggie Quartz will be speaking about their experience as marketing director.

Thought Leadership

Customer Decisioning - Why it’s Crucial to an Unbound Experience

View Blog

Resolving difficulties encountered when implementing a customer decisioning solution

View Blog

Creating the ideal business environment for decisioning implementations

View Blog

Check out the highlights from 2023 Decisioning Congress

Gallery

Enhance your user experience and build brand equity with your design vernacular.

With speakers from

What to Expect

The format of our event follows the Decisioning Life Cycle.
Our agenda provides insightful and thought-provoking content on the following five stages of the lifecycle:

What to Expect

The format of our event follows the Decisioning Life Cycle.
Our agenda provides insightful and thought-provoking content on the following five stages of the lifecycle:

1. Effective preparation to implement a personalised customer engagement strategy and develop supportive stakeholders within the wider organisation.

2. Establish a foundational 1:1 strategy and make this come to life.

3. Build on the value delivered from initial high-volume channel implementations, and optimise the customer experience further by developing omnichannel experiences.

4. Modernise legacy decisioning solutions to enable the adoption of new product features and reduction in operational effort and overheads.

5. Continuous innovation and the consideration of latest trends such as Generative AI models.

1. Effective preparation to implement a personalised customer engagement strategy and develop supportive stakeholders within the wider organisation.

2. Establish a foundational 1:1 strategy and make this come to life.

3. Build on the value delivered from initial high-volume channel implementations, and optimise the customer experience further by developing omnichannel experiences.

4. Modernise legacy decisioning solutions to enable the adoption of new product features and reduction in operational effort and overheads.

5. Continuous innovation and the consideration of latest trends such as Generative AI models.

What to Expect

The format of our event follows the Decisioning Life Cycle.
Our agenda provides insightful and thought-provoking content on the following five stages of the lifecycle:

1. Effective preparation to implement a personalised customer engagement strategy and develop supportive stakeholders within the wider organisation.

2. Establish a foundational 1:1 strategy and make this come to life.

3. Build on the value delivered from initial high-volume channel implementations, and optimise the customer experience further by developing omnichannel experiences.

4. Modernise legacy decisioning solutions to enable the adoption of new product features and reduction in operational effort and overheads.

5. Continuous innovation and the consideration of latest trends such as Generative AI models.

Agenda

Text Block #5

Starting your own business and picking the right niche in no time

Clear your calendar - It's going down! You're invited to take part in the festivities. Come one, come all, bring a guest, and hang loose. This is going to be epic!

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Hosted by Your Company

Dinner Plan

splas

What to Expect

Jonathan Bottomley is a host of exceptional ability. Studies show that a vast majority of guests attending events by Jonathan have been known to leave more elated than visitors to Santa's Workshop, The Lost of Continent of Atlantis, and the Fountain of Youth.

A selection of decisioning experts will be speaking to the key topics experienced when committing to the 1:1 Customer Engagement journey.

What to Expect

1. Effective preparation to implement a personalised customer engagement strategy and develop supportive stakeholders within the wider organisation.

2. Establish a foundational 1:1 strategy and make this come to life.

3. Build on the value delivered from initial high volume channel implementations, and optimise the customer experience further by developing omnichannel experiences.

4. Modernise legacy decisioning solutions to enable the adoption of new product features and reduction in operational effort and overheads.

5. Continuous innovation and the consideration of latest trends such as Generative AI models.

Agenda shown is subject to change.

Meet the speakers

Jeroen Dijkstra

Manager Omnichannel Personalisation

ACHMEA

Joe Madigan

Director, Group Customer Analytics & Transformation

Bank of Ireland

Emma MacKenzie

Decisioning Scientist

NatWest Group

Natalie Murray

Customer Decisioning Delivery & Product Lead

NATWEST GROUP

Nina Rancken

Customer Engagement Lead

OP Financial Group

Ryan Willis

Head of Customer Engagement

Santander UK

Benoit Soucaret

Chief Experience Officer

Merkle

Rob Walker

Vice President Decisioning & Analytics

Pegasystems

Keynote

We are excited to announce that Margaret Wagner, President Merkle EMEA, and Alan Trefler, CEO and Founder Pegasystems, will also be in attendance and jointly hosting our keynote.

Margaret Wagner

PRESIDENT

MERKLE EMEA

Company Name

Alan Trefler

CEO and founder pegasystems

Company Name

Margaret Wagner

president

merkle emea

Alan Trefler

ceo and Founder

pegasystems

The Ned, London

Created in 2017, The Ned originated in the former Midland Bank headquarters, designed by Sir Edwin 'Ned' Lutyens in 1924. The opening of The Ned in 2017 was one of London’s most ambitious hotel launches in recent decades, with a team working tirelessly for five years to repurpose the iconic building and make it relevant once again. Today it houses Ned’s Club, a private members’ space, gym and rooftop, alongside a public spa, 10 restaurants & 17 bars and 250 hotel bedrooms. The private floor reserved for meetings and events will be where we will be hosting the Decisioning Congress.

The Final Countdown!

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Check out the highlights from 2022

Merkle and Pega are looking forward to seeing you this year.

Check out the highlights from 2023!