Get Inspired by Our Keynotes
Remarkable brands and visionary speakers join us on the main stage at PegaWorld 2018.
Senior Vice President; Chief Information Officer
Julia Davis joined Aflac in July 2013 as senior vice president; chief information officer. In her position, Julia oversees the day-to-day operations and strategic initiatives of Aflac’s Information Technology Division. Before joining Aflac, she most recently served as chief information officer at American Safety Insurance (ASI).
Prior to her tenure at ASI, she served as chief information officer of the Equipment Finance Division for GE Capital Healthcare Financial Services and GE Capital Business Productivity Solutions. Additionally, she held IT leadership positions at GE Energy, Armstrong World Industries, Information Builders, Ogden Government Services and CRSS Services, Inc.
While at Aflac, Julia has been honored with several prestigious awards and recognitions, including:
- Three American Business Awards: the 2017 Gold Stevie in the IT Executive of the Year category, 2016 Silver Stevie in the IT Executive of the Year category and the 2015 Silver Stevie in the Female Executive of the Year category;
- Finalist for the 2017 MIT Sloan CIO Leadership award;
- 2017 Women World Awards’ Silver honoree in the Female Innovator of the Year category;
- The CIO 100 Award for 2016;
- Computerworld's Premier 100 Technology Leaders for 2016;
- Profiles in Diversity Journal’s 2015 Women Worth Watching;
- Insurance Networking News’ 2015 Women in Insurance Leadership;
- Evanta’s 2015 Top 10 Breakaway Leader Award; and
- Finalist for the 2015 Georgia CIO of the Year award.
During her tenure, Aflac has also received multiple honors, including:
- Computerworld’s 100 Best Places to Work in IT for 2017 - Aflac ranked at No. 41;
- TAG’s Top 40 Innovative Technology Companies in Georgia for 2017;
- 2017 Celent Model Insurer in the Operational Excellence category;
- InformationWeek’s 2016 Elite 100 list - Aflac ranked at No. 21; and
- 2016 Novarica Research Council Impact Award.
Julia began her career in the U.S. Air Force as a software engineer and earned the rank of captain. She received a bachelor’s degree in engineering physics from Lehigh University and a master’s degree in system administration from St. Mary’s University.
Keynote: Innovating for Tomorrow
Senior Vice President, Service Experience
Trish Cox joined Anthem, Inc. in September 2015 as the Senior Vice president for Service Experience. Trish brings extensive consumer and service strategy experience to Anthem after focusing much of her career in financial services and operations.
In her current position, Trish and her Service Experience organization focus on delivering an industry-changing, caring, and effortless service experience for commercial and government members, providers, and brokers. Under her leadership, the organization has made impressive strides in helping consumers navigate the often complex health care system by aiming to provide a simple, valuable and personal experience. Through increased collaboration and innovation, Trish has designed and established a consumer-centric organization intensely focused on providing exceptional and personalized service.
Prior to joining Anthem, Trish served as senior vice president and general manager of corporate brokerage services for Charles Schwab. During her 15-year career at the company, she held increasingly responsible senior leadership roles that included Chief Operating Officer for Schwab Advisor Services and Senior Vice President of Client Service and Support. During this time, Trish focused her efforts on improving service capabilities, net promoter scores and client experiences for both retail and corporate clients.
Prior to joining Charles Schwab and Anthem, Trish held a variety of positions at American Management Systems, Inc. She has a Bachelor's degree in Marketing Management and a Master's degree in Finance from Virginia Tech, Pamplin School of Business. She is also a graduate of Harvard University's General Manager Program.
Keynote: The Heartbeat of Customer Service
Vice President, Service Experience Technology
Dan joined Anthem in 2003 and currently leads the company’s Service Experience Technology team. Dan and his team provide thought leadership, technology strategy and delivery support to critical operational business functions including benefit enrollment, premium billing and contact center. Under Dan’s leadership, the technology platforms supporting these functions process annual enrollment requests for over 20 million customers, handle premium processing in excess of $70 billion annually and manage over 60 million inbound calls a year.
Dan is passionate about leveraging emerging technologies to improve the health care consumer experience and to help business units operate more efficiently. To that end, Dan has spent the last four years orchestrating the consolidation and re-architecture of Anthem’s contact center platforms into an enterprise class solution set that will enable Anthem’s Service Experience vision. Most recently, and in close collaboration with his business partners, Dan led the implementation of a new Pega-based service associate desktop, Solution Central, as well as foundational technologies that will enable Anthem to truly deliver a seamless, omnichannel experience to its constituents.
Dan has a broad background in health care IT having also led Anthem’s care management technology team and the technology teams that support Anthem’s Specialty lines of business – Dental, Vision and Life and Disability.
Dan holds an MBA from George Mason University.
Keynote: The Heartbeat of Customer Service
Chief Transformation Officer, U.S. Life Division
Two paradoxes guide Martijn Gribnau’s work: “Those who think the sky is the limit have no imagination” and “A strategy without execution is a hallucination”. He is Dutch, direct, dyslexic and disrupting, bringing his boundless energy to champion the value of innovation across a range of industries. While his career has spanned banking, insurance and technology, he is currently serving as Chief Operations Officer for the U.S. Life Division of Genworth Financial. Martijn brought his skill and experience in leading business transformations through technology, innovation and change management to Genworth in 2015, when he took on the role of Chief Transformation Officer.
Prior to joining Genworth, Martijn applied his innovative mindset to roles including: Chief Change Officer at IPsoft, where he helped to bring their AI offering to the market; Global Head of Distribution for ING and Chief Executive Officer of ING Insurance in Hungary and Bulgaria, where he transformed the salesforce and process; and Executive Vice President of the Dutch ING Banking Board, where he set up and ran its internet competence center. As CEO of the Dutch Healthcare, Life and Small Pension business he was responsible for turning around that business.
Martijn holds an MBA in Management and Organization from Groningen University in the Netherlands.
Saul Van Beurden
Chief Information Officer, Chase Consumer & Community Banking, JPMorgan Chase
Saul Van Beurden is Chief Information Officer (CIO) of Consumer and Community Banking (CCB) at JPMorgan Chase, which serves nearly half of America's households with a broad range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. The CCB Technology organization is comprised of approximately 12,000 employees and consultants globally.
Previously, Saul served as Managing Director and Chief Information Officer of Chase Consumer & Business Banking, which included all retail application and infrastructure. Saul joined JPMorgan Chase in May 2014 and started as CIO for Mortgage Banking and later added Chase Auto Finance.
Before joining JPMorgan Chase, Saul was Chief Operations Officer (COO) of Marsh International. In this capacity, he oversaw Operations and Technology of seven regions, in over 100 countries with 4,600 employees.
Prior to Marsh, Saul worked for 10 years at ING where he held various executive management positions including COO for all ING’s Direct and international Retail and Wholesale banks, reporting directly to the Executive Board of ING Group. He played a key role as Transformation Executive of ING Operations & IT Banking to drive major transformation throughout a 16,000-employee Ops & IT reorganization.
His key areas of interest and proven values are in running and improving the performance of Operations and Technology groups, both domestic and international, while significantly enhancing customer experience through successful innovations.
Before joining ING, Saul worked as managing director at Nolan Norton & CO, as COO of an IBM software firm and as a senior consultant at PwC.
Saul is a Chartered Accountant and completed university at the Business School of Nijenrode in the Netherlands.
Global Lead - Network Deployment Operations
James leads Google’s global network deployment business operations teams. To frame up the sheer magnitude of their mandate, YouTube alone serves 1 billion minutes of video each day – That’s a lot of cat videos. James and team focus on aligning process, resources and systems to deploy capacity across all of Google’s product areas. His responsibilities include enabling capacity delivery on the edge of the network as well as across the global data centers and thousands of points-of-presence.
James is passionate about driving efficient operational scaling through solid repeatable process and automation. As the Google Cloud Platform continues to grow, the ability to turn-up capacity quickly to support the needs of our enterprise customers becomes critical. Building the system and operational framework to support growth at this scale is his most exciting challenge to date.
Prior to joining Google, James spent 15 years working for Level 3 Communications where his focus was on acquisition integration strategy for delivery operations. During his time as principal architect he integrated several companies valued in excess of 9 billion dollars into the Level 3 network. These integrations spanned all areas of the business from quote generation to billing across the global footprint supporting thousands of customers.
VP Consumer Solutions & Digital Transformation
Duncan joined Liberty Global, a $15bn revenue corporation, in November 2016 to run IT Consumer Solutions across the 10 European operating companies within the group. He has extensive IT Transformation experience after focussing much of his career in Consulting, Digital, and large scale IT change.
In his current role, Duncan is delivering the IT change agenda across entertainment, connectivity, digital and customer. He is passionate around the need to leverage emerging technologies to support rapidly changing customer needs and has spent the last 18 months aligning the group around a single digital transformation strategy which aims to simplify, personalise and enhance the user experience across all channels. Through increased collaboration and innovation, Duncan has established a trusted consumer-centric organization fostering business partnership with a relentless focus on the service IT provides.
Prior to joining Liberty Global, Duncan held the position of Executive Director Technology & Transformation for Virgin Media UK, a $6.7bn revenue company. In this role he was managing the IT, Technology and Delivery functions focusing on improving service capabilities, colleague morale and innovation, Big Data capability and enabling business efficiency.
Duncan’s earlier career at Accenture, fostered a desire for challenging delivery in activities across a range of industries in Asia, the US and Europe. He has a Bachelor’s degree in Computer Science with Management from the University of London.
VP Customer Experience Transformation
Rhona is the VP Customer Experience Transformation for the consumer organisation at Liberty Global and is responsible for designing and enabling the future customer experience, Rhona has been in the role since 1st August 2017. Prior to her role at Liberty Global, Rhona was Director of Digital at Virgin Media, she was in the role for nearly 3 years and was responsible for the Digital Agenda within the business.
Before joining Virgin Media, Rhona was the Head of Brand, Marketing, Digital and Communications at UPC Ireland, the Irish business of Virgin Media’s Parent company Liberty Global for 8 years. Rhona started her career in an Irish Telecommunications business called Smart Telecom where she joined the Marketing department after completing her degree in Business Studies at the University of Limerick.
Rhona is a Trustee for Lessons for Life Foundation Ireland which focuses on the education of children orphaned by AIDS in Sub-Saharan Africa and is the official charity partner of Liberty Global. In May 2016 Rhona was appointed President of WICT UK and is passionate about ensuring WICT UK is an enabler for Women in our community to be empowered and supported throughout their career.
In her spare time Rhona enjoys spending time with her husband and family as well as a good Irish sing song.
Head of Customer Decisioning
At Commonwealth Bank of Australia, Andrew and his team are responsible for the delivery of world-class data, analytics and decisioning capabilities to enhance and secure the financial well-being of customers and businesses, in the moments that matter for them. Andrew is responsible for the overall delivery of Customer Decisioning capability across retail, small business and wealth customers at CBA.
Prior to joining CBA, Andrew was Director of Customer Analytics & Decisioning at Royal Bank of Scotland, where he was accountable for the delivery of Data, Analytics, Customer Decisioning, Customer Contact, Pricing Strategy and Customer Value Management for the Retail Bank and Small Business portfolio for all brands within RBS.
Earlier in his career, Andrew worked in Academia as a lecturer in Mathematics and Statistics, before leading the Rating and LGD methodology team for several years at UBS Investment Bank.
Founder and CEO
In a three-decade career, Alan Trefler has been a visionary leader, a technology change-agent, an innovative philanthropist, and a trusted advisor to business executives around the world.
Alan's unique technology vision and relentless focus on customer success is changing the way many of the world's leading enterprises engage with their customers today. His life's work has been to design a platform for living applications that businesspeople can evolve dynamically to manage the constant disruption and change in today's customer-centric economy.
Alan's recent book, Build for Change, describes a new generation of customers that have unprecedented power to make or break brands and the changes businesses must embrace to succeed in today's digital world. A best-seller, the book has been reviewed and featured in global media including Forbes, Investor's Business Daily, and Les Echos.
Alan founded Pegasystems in 1983 and has built the company into a $750 million provider of strategic applications with more than 4,000 employees in 30 global offices.
Alan's interest in computers originates from collegiate involvement in tournament chess, where he achieved a Master rating and was co-champion of the 1975 World Open Chess Championship. His passion and support for chess, the game's community and current champions continues to this day.
Alan's industry recognition includes The American Business Award's "Software CEO of the Year," the Massachusetts Technology Leadership Council's "Public Company CEO of the Year," and the Babson College Academy of Distinguished Entrepreneurs. Alan is also the inventor of numerous patents for Pega's distinctive architecture. He frequently presents to international business and technology audiences at industry conferences and has consulted extensively in the use of advanced technology, the future of software, and customer engagement. In 2017, Alan was appointed to the World Economic Forum’s IT Steering Committee.
Alan has been interviewed and featured in global media including Barron's, the BBC, The Boston Globe, CNBC, Les Echos, Fast Company, Fox Business News, Forbes, Fortune, The Huffington Post, Investor's Business Daily, The New York Times, Renegade Thinkers, TheStreet.com, TechCrunch, and The Wall Street Journal. He’s also a regular contributor to Forbes France.
Alan holds a degree with distinction in economics and computer science from Dartmouth College, where he was a winner of the John G. Kemeny prize in computing. A staunch advocate for education, Alan and his wife Pam established the Trefler Foundation in 1996 to improve educational outcomes. Recently, the Foundation has sponsored Union & Fifth, an innovative non-profit that turns clothing donations into money for charities.
Senior Vice President of Products
Kerim Akgonul is Senior Vice President of Products, responsible for the company’s suite of Customer Relationship Management (CRM) applications, including Pega Customer Service, Pega Marketing and Pega Sales Automation, as well as our Case Management, Decisioning, Mobile, and BPM software.
Kerim began his career at Pega developing applications for customers in financial services and insurance, and he put his customer-centric perspective to work in establishing the company’s product management function. Early in the company’s history, Kerim recognized the power of connecting back-end operations to front-end, customer-facing applications and has focused the product management team on applications that allow business visionaries to innovate how their organizations interact with customers.
Kerim is focused on leveraging technologies such as mobile, cloud, social, IOT and analytics to support business users. He is an advocate for building software that makes the underlying technology transparent and serves the needs of the business. This focus on business impact has contributed significantly to the company being recognized as leaders in CRM, Case Management and BPM.
In addition to leading the Product Management function, Kerim also established the company’s eLearning Platform, PegaAcademy.com, which provides the courses and training necessary to become a Pega Certified Professional. To date, Pega Academy has delivered more than 1.5 million lessons to more than 36,000 students around the world.
Kerim holds a BS in Mathematics and Computer Science from Indiana University of Pennsylvania.
Head of Mobile Technology
Stephanie Louis joined Pegasystems in 2011 as a Product Manager. In her tenure at Pega, she has launched and matured Pega’s mobile capabilities, including acquiring Antenna Software and integrating the technology into a cohesive single offering. In her role as Director of Mobile Technology, she drives the mobility and multi-channel vision and roadmap, as well as oversees teams globally to build out Pega’s mobile and multi-channel capabilities.
Stephanie has over 15 years of experience in the software industry, in both startups and large enterprises. Her previous responsibilities included developing enterprise software, project and release management, managing full scrum teams, rolling out agile to a 500+ person organization, and mobility consulting. Stephanie is from Minnesota, where she received a B.A. in math and computer science and an MBA.
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