| 10/23/2017 | |||
| 7:00 am - 6:00 pm | Bluethorn Foyer | Registration and Information | |
| 9:30 am - 10:15 am | Pinyon 3 | Initiative Alignment with TSIA Outcome Chains: How to Leverage TSIA for Overcoming Critical Business Challenges [More Info] Patrick Carmitchel, VP, Product Management, TSIA | |
| 10:30 am - 11:30 am | Pinyon 3 | TSIA Outcome Chains Product Training: Team Workshop [More Info] Cindy Lin, Associate Product Manager, TSIA | |
| 11:45 am - 12:30 pm | Pinyon Ballroom | Pre-Conference Keynote: Self-Service 2.0: Embedding Support into Applications [More Info] John Ragsdale, VP Research, Technology and Social, TSIA | |
| 12:30 pm - 1:45 pm | Bristlecone Ballroom | TSW | EXPO Preview and Lunch [More Info] | |
| 12:30 pm - 2:00 pm | Bristlecone Ballroom | Clean the World Charitable Effort [More Info] | |
| 1:30 pm - 1:40 pm | Pinyon 1 | All About TSIA [More Info] Diane Brundage, VP, Membership Development, TSIA | |
| 1:40 pm - 1:50 pm | Pinyon 1 | Making the Most of Your TSW Conference Experience [More Info] Diane Brundage, VP, Membership Development, TSIA | |
| 2:00 pm - 2:45 pm | Pinyon Ballroom | Keynote: Art and Science of the Customer Journey - Turning Infinite Complexity Into Actionable Insights [More Info] J.B. Wood, President and CEO, TSIA | |
| 2:45 pm - 3:15 pm | Pinyon Ballroom | Keynote: Leading Digital Revolutions Needs a Services Mindset [More Info] Anand Eswaran, Corporate VP, Microsoft Digital, Services, and Success, Microsoft | |
| 3:15 pm - 3:45 pm | Pinyon Ballroom | Keynote: Magic and Science - The Essential Ingredients for Transforming Customer Service Experiences and Economics [More Info] Ashley Haynes-Gaspar, VP and GM, Global Support, GE Digital | |
| 3:45 pm - 4:00 pm | Pinyon Ballroom | TSIA Announcement: Building Blocks for Achieving Your Outcomes [More Info] J.B. Wood, President and CEO, TSIA | |
| 4:00 pm - 4:15 pm | Bluethorn Foyer | Break | |
| 4:15 pm - 5:15 pm | Bristlecone 8 | Achieving Support Staff Excellence: Panel Discussion and Certification Presentation [More Info] Patricia Lughezzani, Group VP, Customer Support & Advocacy, Marketo Lloyd Howlett, VP, Support & Customer Operations , Corptax Brian Vogel, Director, Technical Support Services, Teletracking Phill Rosenzweig, Sr. Account Executive, Miller Heiman Group Patrick Carmitchel, VP, Product Management, TSIA | |
| 4:15 pm - 5:15 pm | Bristlecone 7 | Education Services Organizational Structure: Putting the Pieces Together [More Info] Maria Manning-Chapman, VP Research, Education Services, TSIA | |
| 4:15 pm - 5:15 pm | Pinyon 8 | Embedding Support into Applications: An Expert Panel Discussion [More Info] John Ragsdale, VP Research, Technology and Social, TSIA Mal Poulin, Sr. Director, Product Strategy, ANCILE Solutions Mike Raley, VP, Marketing, Coveo Dave Campbell, VP, Product Marketing, LogMeIn Dan Adika, CEO and Co-Founder, WalkMe | |
| 4:15 pm - 5:15 pm | Pinyon 2 | Evolving Subscription Renewal Models to Achieve Maximum Revenue with Minimum Risk [More Info] Julia Stegman, VP Research, Service Revenue Generation, TSIA | |
| 4:15 pm - 5:15 pm | Pinyon 1 | How Sales, Marketing and Services Can Work Together to Drive Customer Growth [More Info] Steve Frost, VP Research, Expand Selling, TSIA | |
| 4:15 pm - 5:15 pm | Bristlecone 9 | Improving Service Delivery Performance with Machine Learning and Artificial Intelligence [More Info] Vele Galovski, VP Research, Field Services, TSIA Jeremy DalleTezze, Director Research, Data Analytics, TSIA | |
| 4:15 pm - 5:15 pm | Bristlecone 10 | Leveraging TSIA Strategic Services to Help Drive Core Changes to the Business [More Info] Tom Pridham, SVP and GM, TSIA Martin Dove, SVP, Managed Services, Dimension Data Peter Lacoste, SVP, Global Infrastructure Managed Services, Virtustream William Steenburgh, SVP, Pitney Bowes Global Services | |
| 4:15 pm - 5:15 pm | Bluethorn 8/9 | Managed Services: The Case for Specialization [More Info] George Humphrey, VP Research, Managed Services, TSIA | |
| 4:15 pm - 5:15 pm | Pinyon 7 | Mapping the Journey to Customer Success! [More Info] Phil Nanus, VP Research, Customer Success, TSIA Saul Gurdus, Founder, Method Garage | |
| 4:15 pm - 5:15 pm | Bristlecone 4 | Next-Generation Support [More Info] Judith Platz, VP Research, Support Services, TSIA Andreas Heckmann, Global SVP, Head of Support Delivery, SAP Digital Business Services, SAP | |
| 4:15 pm - 5:15 pm | Pinyon 3 | Powering Up Professional Services to Fuel the Customer Journey [More Info] Bo Di Muccio, VP Research, Professional Services, TSIA | |
| 5:15 pm - 7:15 pm | Bristlecone Ballroom | Clean the World Charitable Effort [More Info] | |
| 5:15 pm - 7:15 pm | Bristlecone Ballroom | Welcome Reception in the TSW | EXPO [More Info] | |
| 10/24/2017 | |||
| 7:30 am - 8:30 am | Bluethorn Foyer | Grab-and-Go Coffee and Bites | |
| 7:30 am - 6:00 pm | Bluethorn Foyer | Corporate Headshot Station [More Info] | |
| 7:30 am - 6:00 pm | Bluethorn Foyer | Registration and Information | |
| 8:15 am - 9:15 am | Pinyon Ballroom | Keynote: Zone to Win - Organizing to Compete in an Age of Disruption [More Info] Geoffrey Moore, Managing Director, Geoffrey Moore Consulting | |
| 9:15 am - 9:30 am | Pinyon Ballroom | TSIA Special Announcement: Operational Best Practices (OBP) Certification Recognition [More Info] Tom Pridham, SVP and GM, TSIA | |
| 9:30 am - 9:45 am | Bluethorn Foyer | Break | |
| 9:30 am - 7:30 pm | No location | Clean the World Charitable Effort [More Info] | |
| 9:30 am - 7:30 pm | Bristlecone Ballroom | TSW | EXPO Open | |
| 9:45 am - 10:45 am | Bluethorn 7 | Analytics and the Customer Experience [More Info] Rupesh Pradhan, COO, Logic Information Systems Guilian (Jenny) Wang, Engineering Director, Teradata Alexander Console, VP/GM Global Support Organization, Teradata | |
| 9:45 am - 10:45 am | Bristlecone 2 | Best Practices in Developing a Holistic Approach to Learning and Development [More Info] Ryan Childers, Practice Leader, Training, RTM Consulting Rob Spreadbury, Professional Services Global Operations Leader, NCR | |
| 9:45 am - 10:45 am | Pinyon 1 | Building A World-Class Support Team [More Info] Sutikno Wirogo, Area Director, Customer Excellence, ANSYS | |
| 9:45 am - 10:45 am | Bristlecone 10 | Customer Success for Hybrid and On-Premise Customers [More Info] Nello Franco, SVP, Customer Success, Talend | |
| 9:45 am - 10:45 am | Bristlecone 7 | Delivering Digital Industrial Outcomes with Customer Success Plans [More Info] Katie Bianchi, Chief Revenue Officer, Global Support, GE Digital | |
| 9:45 am - 10:45 am | Bristlecone 8 | Device-as-a-Service Transforms a Market [More Info] Roger Farnsworth, Global Lead, DaaS Offer Management, HP | |
| 9:45 am - 10:45 am | Copperleaf 11 | Digital Credentials as Mileposts on the Customer Journey: IBM's Engagement Experience [More Info] Donna Walker, Director, IBM Training and Skills, IBM | |
| 9:45 am - 10:45 am | Pinyon 8 | Do-It-Yourself Healthscore Model [More Info] Mark Bilbe, Chief of Customer Operations, Mimecast | |
| 9:45 am - 10:45 am | Copperleaf 12 | How Cross-Functional Partnerships Drive End-User Adoption and Revenue [More Info] Amy Melton, Director, Education, Epicor Software Corporation | |
| 9:45 am - 10:45 am | Bluethorn 8/9 | Key Lessons in Successfully Selling Managed Services [More Info] Martin Dove, SVP, Managed Services, Dimension Data | |
| 9:45 am - 10:45 am | Bristlecone 4 | Leveraging Best-in-Class Resource Management to Enable the Professional Services LAER Engine [More Info] Marc Lacroix, Managing Partner, RTM Consulting Bo Di Muccio, VP Research, Professional Services, TSIA Jeff Sontheimer, VP, Global Services Enablement, Guidewire | |
| 9:45 am - 10:45 am | Pinyon 7 | Leveraging Knowledge to Improve the Customer Experience [More Info] Patrick Quinlan, Manager, Knowledge Services Technical Support, Citrix | |
| 9:45 am - 10:45 am | Pinyon 2 | Leveraging Performance Development Cycle to Enhance the Customer Experience [More Info] Stephanie Bohlen, International Service Manager, Daktronics | |
| 9:45 am - 10:45 am | Pinyon 3 | The Engineer Transformation Will Make or Break Your Customer Experience Transformation [More Info] Kimberly Meek, VP, Support Delivery, SAP | |
| 9:45 am - 10:45 am | Copperleaf 10 | The Science of Revenue: Field Service Lead Generation [More Info] Carol Norman, Director, GSDA Operation, Hewlett-Packard Enterprise | |
| 9:45 am - 10:45 am | Bristlecone 3 | Training: It's Not Just for Go-Live Anymore [More Info] Kim Gallagher, Director, Solutions Training, nThrive | |
| 9:45 am - 10:45 am | Bristlecone 9 | Transforming to Become a Customer-First Company [More Info] Kristina McLaughlin, Manager, Customer Success, Kronos Dhaval Moogimane, Partner, Waterstone Management Group | |
| 9:45 am - 10:45 am | Copperleaf 8 | Using Social and Community Data to Understand Opportunities [More Info] Joe Cothrel, Chief Community Officer, Lithium Technologies | |
| 10:45 am - 11:00 am | Bluethorn Foyer | Break | |
| 11:00 am - 12:00 pm | Copperleaf 12 | Analytics Champions: Customer Journey Analytics and Deep Learning for Visual Systems [More Info] James Henry, CTO, Calgary Scientific Megan Watson, Sr. Solution Architect, Teradata | |
| 11:00 am - 12:00 pm | Bristlecone 8 | Challenges and Opportunities in Transitioning Customers from On-Premise to Cloud [More Info] Jill Sawatzky, Director, Customer Success, Citrix | |
| 11:00 am - 12:00 pm | Bluethorn 8/9 | Defining Market-Focused Managed Services Offers [More Info] Gene Schoepp, Services Practice Leader, Microsoft | |
| 11:00 am - 12:00 pm | Pinyon 1 | Expanding the Chat Experience Through Enhanced Tools and CRM Integration [More Info] Travis Floyd, Principal Program Manager, Symantec | |
| 11:00 am - 12:00 pm | Pinyon 3 | Finally! An Open, Modern, Metrics Standard [More Info] Phil Verghis, CEO, Klever Judith Platz, VP Research, Support Services, TSIA Dean Robison, SVP, Customer Support, ServiceNow | |
| 11:00 am - 12:00 pm | Copperleaf 8 | Generating Sales Leads Through Support and Other Inbound Channels [More Info] Steve Frost, VP Research, Expand Selling, TSIA Caroline Rhodes, Director, Commercial Presales & Retention Support, Microsoft Gabe Hensley, Director, Sales, Zenoss Jill Maldarescu, Managing Director, Global Client Services, Verizon Enterprise Solutions | |
| 11:00 am - 12:00 pm | Copperleaf 10 | How to Clone Your Field Service Organization: Map Behavior to Recruit the Next Generation of Talent [More Info] Roy Dockery, VP, Field Operations, Swisslog | |
| 11:00 am - 12:00 pm | Bristlecone 10 | Launching a Transparent Customer Health Program [More Info] John Shaw, VP, Global Customer Success, BravoSolution | |
| 11:00 am - 12:00 pm | Bristlecone 4 | Leveraging Communities of Practice to Improve the Customer Experience [More Info] Phyllis Westerman, Global Principal Program Manager, Red Hat | |
| 11:00 am - 12:00 pm | Bluethorn 7 | Moving Beyond MttX to Delivering Business Outcomes: Creating Your Recipe for Success [More Info] Rob Freeborn, VP, Managed Solutions, Optanix | |
| 11:00 am - 12:00 pm | Bristlecone 7 | Panel: How Do Support Offers and Renewal Engagements Differ in Europe and Asia? [More Info] Julia Stegman, VP Research, Service Revenue Generation, TSIA Cathy Brewer, Senior Manager, Services Marketing, Thermo Fisher: FEI Company Hank Stokbroekx, VP, Enterprise Services, Huawei Enterprise Business Solutions Joe Bowers, WW Director of Support & Training Sales, Mentor, a Siemens Company Sean Poirier, Sr. Director, Global Renewals, Dell EMC | |
| 11:00 am - 12:00 pm | Bristlecone 2 | Panel: The Value of Project Management - How to Communicate It to Sales [More Info] James Cho, Director Research, Professional Services & Operational Best Practices, TSIA Marc Solnet, VP, Professional Services, Americas, Riverbed Technology Andrea Nadeau, Director, Professional Services, Rogers Communications Dave Montagne, Service Delivery Manager, Equinix James Rose, Project/Program Manager, Jeppesen | |
| 11:00 am - 12:00 pm | Pinyon 7 | Power Panel: The Future of Machine Learning In Industrial Equipment Industries [More Info] Vele Galovski, VP Research, Field Services, TSIA Harald Kopp, Director Research, Industrial Services, TSIA Matthew Fordenwalt, Director, Connected Services, Rockwell Automation Mark Bernardo, GM, Global Services, GE Digital | |
| 11:00 am - 12:00 pm | Bristlecone 3 | Professional Services Is Moving on Up! [More Info] Paul Robinson, Sr. Manager, Professional Services, Blackbaud Brandie Michel, Principal, Business Consulting Services, Blackbaud | |
| 11:00 am - 12:00 pm | Pinyon 2 | Put the Client First in Your Support Transformation [More Info] Robert McDonald, VP, Support Transformation and Training, IBM Transformation and Operations, IBM Andrew Lee, VP, IBM Business Analytics Cloud Client Success and Support, IBM Hybrid Cloud , IBM | |
| 11:00 am - 12:00 pm | Pinyon 8 | Scaling Customer Success: 'Tech Touch' Best Practices and Lessons Learned [More Info] Irit Eizips , Chief Executive Officer, CSM Practice Greg Tate, VP, Customer Success, Salesforce | |
| 11:00 am - 12:00 pm | Copperleaf 11 | Social and Collaborative Learning Technologies Drive Engagement [More Info] Jan Meyer, VP, Global Head of Digital Learning Solutions & Product Knowledge Portfolio, SAP | |
| 11:00 am - 12:00 pm | Bristlecone 9 | The Road to Customer Success [More Info] Kyle Watts, Global Customer Success, Cisco Systems | |
| 12:00 pm - 2:00 pm | Bristlecone Ballroom/Pinyon Ballroom | Lunch and EXPO Breakout Sessions in the TSW | EXPO (lunch served in Pinyon until 1:00pm/Bristlecone until 2:00pm) [More Info] | |
| 1:00 pm - 1:40 pm | Bristlecone 4 | Achieving Agility: Leveraging a Distributed and Liquid Workforce [More Info] Chris Scalia, Sr. VP, Professional Services, Mavenlink | |
| 1:00 pm - 1:40 pm | Bristlecone 2 | Converging on the Customer Journey [More Info] David Lopes, Sr. Director, Design & Customer Innovation, ServiceSource | |
| 1:00 pm - 1:40 pm | Bristlecone 10 | Hammering Down Support Costs at Jonas Construction Software [More Info] Sam Mendelsohn, VP, Professional Services, Jonas Construction Software | |
| 1:00 pm - 1:40 pm | Bristlecone 9 | Journey Mapping: A Human Tool for Companies that Need Deep Understanding [More Info] Andrew Swartz, Director, Design Research, Sutherland Ratul Sengupta, VP, Client Engagement and Founder of Sutherland’s SmartLeap Practice, Sutherland | |
| 1:00 pm - 1:40 pm | Bristlecone 8 | ROI: Does Your Online Content Help Customers Help Themselves? Or Just Make the Phone Ring? [More Info] Michael Clarkin, VP, Advanced Solutions, SYKES Jesse Himsworth, SVP, Strategy and Integrated Solutions, Clearlink | |
| 1:00 pm - 1:40 pm | Bristlecone 7 | The Dynamic Duo: How Data and Visibility Can Prevent Fraud and Mitigate Losses [More Info] Sarah Hatfield, VP, Product Management, OnProcess Technology Jeffrey Larson, VP, Account Management, OnProcess Technology | |
| 1:00 pm - 1:40 pm | Bristlecone 3 | Why Do the Majority of Professional Service Organizations Underperform? [More Info] Marc Lacroix, Managing Partner, RTM Consulting Mark Robinson, Co-Founder and CMO, Kimble Applications | |
| 2:00 pm - 3:00 pm | Copperleaf 11 | Beyond the P/L: Turning Education Services Into Your Company's Secret Weapon [More Info] Ken Goetz, VP, Global Learning Services, Red Hat | |
| 2:00 pm - 3:00 pm | Pinyon 2 | Cisco’s Evolving Warranty Model [More Info] Bryan Waller, Director, Technical Services, Cisco Systems | |
| 2:00 pm - 3:00 pm | Pinyon 8 | Customer Health is a Core Initiative [More Info] Debbi Cervelli, Adoption Services Manager, Global Customer Services, JDA Software | |
| 2:00 pm - 3:00 pm | Pinyon 7 | Customer Journey Through IT Road Mapping [More Info] Jason Post, Technology Strategist, Dell EMC Kyle Poole, Director, Architecture and Strategy, Dell EMC | |
| 2:00 pm - 3:00 pm | Bristlecone 9 | Customer Success Organizations in Transition [More Info] Michael Rieder, SVP, Customer For Life, SAP | |
| 2:00 pm - 3:00 pm | Copperleaf 10 | Driving a Superior Field Service Customer Experience: Best Practices in Dispatching [More Info] Randy Mysliviec, President and CEO, RTM Consulting Vele Galovski, VP Research, Field Services, TSIA Frank Fuser, VP, Services, Compugen Chuck LaDow, Sr. Director, Global Customer Care Centers, Diebold Nixdorf Regina Clay, Associate Director, Global Service Operations, BD Life Sciences | |
| 2:00 pm - 3:00 pm | Pinyon 3 | Driving Customer Success and Business Outcomes with the Next Level of Support and Success Services [More Info] Jens Bernotat, Global VP, Support Portfolio, SAP SE | |
| 2:00 pm - 3:00 pm | Bristlecone 3 | Effectively Integrating Professional Services Into the Solution Selling Motion (Workout) [More Info] Kyle Andrews, Founding Partner, Pretium Partners Bo Di Muccio, VP Research, Professional Services, TSIA | |
| 2:00 pm - 3:00 pm | Bristlecone 10 | Influence the Customer Journey by Applying Cognitive Computing to Your Support Services Delivery [More Info] Christopher Desforges, Leader, Client Support Transformation, IBM | |
| 2:00 pm - 3:00 pm | Copperleaf 12 | Panel: Education Services Subscription Renewal Best Practices [More Info] Maria Manning-Chapman, VP Research, Education Services, TSIA Jan Meyer, VP, Global Head of Digital Learning Solutions & Product Knowledge Portfolio, SAP Terry Vyas, GM, Education Services, Blackbaud Peter Broderick, VP, Global Customer Enablement, Kronos | |
| 2:00 pm - 3:00 pm | Bristlecone 8 | Panel: Monetizing Customer Success Plans for Subscription Models [More Info] Julia Stegman, VP Research, Service Revenue Generation, TSIA John D'Addario, Director, Customer Success Portfolio, PTC Dana Brants, Head of Services Marketing, S.W.I.F.T. SCRL Jill Sawatzky, Director, Customer Success, Citrix | |
| 2:00 pm - 3:00 pm | Pinyon 1 | The Ability to Track and Retain the Customer Journey in a Secured Boundary [More Info] Karthik Venkataraman, Manager, BTA Process and Solutions, VMware | |
| 2:00 pm - 3:00 pm | Bristlecone 4 | The Artful Blending of Professional and Managed Services to Win a Large Service Provider XaaS Deal [More Info] Michael Burley, Cloud Services Business Development Manager, NetApp | |
| 2:00 pm - 3:00 pm | Bristlecone 2 | The Professional Services Identity Crisis: Designing a Blueprint for the Shift to SaaS [More Info] Brad May, VP, Global Technology Services, Kronos Claire O’Neill, Principal, Waterstone Management Group | |
| 2:00 pm - 3:00 pm | Bluethorn 8/9 | Using Analytics from Support Operations to Equip Sales and Marketing to Drive Customer Growth [More Info] Neal Hatton, Director, Global Customer Support, Schneider Electric Software | |
| 2:00 pm - 3:00 pm | Bristlecone 7 | Value-Based Offering Design and Pricing [More Info] Timothy Matanovich, President, Value and Pricing Partners Mark Eisenstadt, Manager, Daktronics | |
| 3:00 pm - 3:30 pm | Bristlecone Ballroom | Refreshment Break in the TSW | EXPO [More Info] | |
| 3:30 pm - 4:30 pm | Bristlecone 2 | 3 Customer Journey Mapping Elephants: A Practical Study [More Info] David Lopes, Sr. Director, Design & Customer Innovation, ServiceSource | |
| 3:30 pm - 4:30 pm | Pinyon 2 | Case Study: Beyond CRM - A Roadmap to Customer Service Transformation [More Info] Eyal Lubin, PMP, ITIL, Director, Service Operations, NICE Paul Selby, Sr. Product Marketing Manager, ServiceNow | |
| 3:30 pm - 4:30 pm | Bluethorn 8/9 | Channel Automation: Lessons Learned from an Industry Leader [More Info] Jim Stockwell, VP, Sales, iasset.com Barry Schween, Director, Strategic Operations CSP Business, VMware | |
| 3:30 pm - 4:30 pm | Bristlecone 9 | Community: Delivering Great Digital Customer Experience at Scale [More Info] Richard Reilly, Director, Field Marketing, Lithium Technologies Marlene Lee Summers, VP, Customer Support & Community, Zuora | |
| 3:30 pm - 4:30 pm | Bristlecone 8 | Customer Experience: Digitally Augmented [More Info] Anselm Kia, Head of WW Customer Success, Pulse Secure Mohammed Kalimullah, Sr. Director, CSS Corp | |
| 3:30 pm - 4:30 pm | Pinyon 1 | Driving to Outcomes in the Age of the Customer: How GE Digital Manages Outcomes Planning and Delivery with Gainsight [More Info] Dave Kocher, VP, Customer Success, GE Digital Nick Mehta, CEO , Gainsight | |
| 3:30 pm - 4:30 pm | Bristlecone 3 | Navigating the New Era of Customer Engagement: Customer Spotlight - Rogers Communications. [More Info] Dave Campbell, VP, Product Marketing, LogMeIn Vanessa Davis, Sr. Manager, Digital, Rogers Communication | |
| 3:30 pm - 4:30 pm | Pinyon 3 | OpenAir: Scaling Your Services Delivery [More Info] Terry Melnik, PSA Marketing Director, Oracle NetSuite Marlon Arevian, Solution Consultant, Oracle NetSuite Kay Lindeman, Director, Service Operations, Kronos | |
| 3:30 pm - 4:30 pm | Bristlecone 7 | Rethinking Professional Service Operations [More Info] Shane Anastasi, CEO and Founder, PS Principles | |
| 3:30 pm - 4:30 pm | Bristlecone 4 | See Your Customer in Full Color: The New Customer Journey [More Info] Austin Rohr, Product Strategy Manager, PSA, FinancialForce Randy Mickey, Sr. VP, Professional Services, Informatica Paul Robinson, Sr. Manager, Professional Services, Blackbaud | |
| 3:30 pm - 4:30 pm | Bristlecone 10 | The C-level Perspective: How Services Businesses Can Meet Rising Customer Expectations Without Compromising Profit Margins [More Info] Raj Narayanaswamy, CEO, Replicon Prakash Grama, CEO , EVRY USA | |
| 3:30 pm - 4:30 pm | Pinyon 8 | The Intelligent Contact Center: How Medallia Increased Agent Proficiency and NPS with Relevance [More Info] Jennifer MacIntosh, VP, Customer Success, Coveo Kennen Warmack, Director, Technical Support, Medallia | |
| 3:30 pm - 4:30 pm | Pinyon 7 | Workday PSA to Drive Growth and Business Performance [More Info] Rajan Misquita, Sr. Director, IT, Workday Robert Isenberg, Director, Services Operations, Plex Karan Yadav, Global Lead, Technology Industry, Workday | |
| 4:30 pm - 4:45 pm | Bluethorn Foyer | Moving Break | |
| 4:45 pm - 5:15 pm | Pinyon Ballroom | Keynote Panel: TSIA and the Data-Driven Advisory Model [More Info] Thomas Lah, Executive Director, TSIA Dilip Kumar, COO, Group Services, Dimension Data Robert Marvin, VP, Commercial Strategy & Offering Design, CDK Global, LLC Jim Roth, SVP, Services IT, Dell EMC | |
| 5:15 pm - 5:45 pm | Pinyon Ballroom | Keynote Panel: Working Together on the Customer Journey [More Info] Thomas Lah, Executive Director, TSIA Maria Manning-Chapman, VP Research, Education Services, TSIA Vele Galovski, VP Research, Field Services, TSIA Bo Di Muccio, VP Research, Professional Services, TSIA George Humphrey, VP Research, Managed Services, TSIA Phil Nanus, VP Research, Customer Success, TSIA Judith Platz, VP Research, Support Services, TSIA | |
| 5:45 pm - 7:30 pm | Bristlecone Ballroom | Reception in the TSW | EXPO [More Info] | |
| 10/25/2017 | |||
| 7:30 am - 8:30 am | Bluethorn Foyer | Grab-and-Go Coffee and Bites | |
| 7:30 am - 12:30 pm | Bluethorn Foyer | Registration and Information | |
| 8:30 am - 9:00 am | Pinyon Ballroom | TSIA Special Announcement: STAR Award Recognition [More Info] Thomas Lah, Executive Director, TSIA | |
| 9:00 am - 9:30 am | Pinyon Ballroom | Keynote: One Customer Experience: The Handshake Between Services and Product [More Info] Christopher O’Donnell, VP, Product Management, HubSpot | |
| 9:30 am - 10:00 am | Bristlecone Ballroom | Break in the TSW | EXPO [More Info] | |
| 10:00 am - 11:00 am | Pinyon 1 | Customer Value-Focused Support Partner Programs [More Info] Andreas Gast, Founder, enValu Hopeful Owitti, Sr. Director, Support Partner Programs & Strategy, Citrix Systems | |
| 10:00 am - 11:00 am | Bristlecone 4 | Driving Customer Success Using Hybrid Cloud and Enterprise Desktop-as-a-Service (DaaS) Automation [More Info] TJ Vatsa, Principal Architect, VMware Mason Uyeda, Sr. Director, Customer Success, VMware | |
| 10:00 am - 11:00 am | Bristlecone 3 | Enable Solution Sales Teams to Identify Opportunities When Professional Services Are Busy Billing [More Info] Bev Swihart, Sr. Manager, Services Engineering, JDA Software | |
| 10:00 am - 11:00 am | Copperleaf 11 | Encouraging Distributors to Invest in Curriculum Development Through Partnerships with Education [More Info] Alexander Ziegler, Program Director, Business Development Training and Skills, IBM | |
| 10:00 am - 11:00 am | Pinyon 3 | From Post-it Notes to Proven Results [More Info] David Kay, Principal, DB Kay & Associates Judith Platz, VP Research, Support Services, TSIA | |
| 10:00 am - 11:00 am | Bluethorn 8/9 | Helping Your Customer Build the Business Case for Managed Services (Workout) [More Info] Bill Hall, Partner, Pretium Partners George Humphrey, VP Research, Managed Services, TSIA | |
| 10:00 am - 11:00 am | Pinyon 7 | How Intelligent Algorithms and Spare Parts Combine to Deliver Outcome-Based Offers [More Info] Vele Galovski, VP Research, Field Services, TSIA Ramamohan Pai, Global Service Supply Chain Manager, Becton Dickinson & Company | |
| 10:00 am - 11:00 am | Pinyon 2 | How to Design and Deliver Amazing B2B Digital Customer Experiences at Enterprise Scale [More Info] Xavier Jimenez, Sr. Director, Strategy Consulting, Lithium Technologies | |
| 10:00 am - 11:00 am | Bluethorn 7 | HP Cuts Issue Resolution Times with New Approach to Troubleshooting [More Info] Omid Razavi, VP, ServiceNow Jonathan Zur, Service Program Manager, HP | |
| 10:00 am - 11:00 am | Bristlecone 10 | Partner Success: A Game Changer for Customer Success in Enabling Open Hybrid Cloud [More Info] Ted Williams, Manager, Strategic Partner Engagement, Red Hat Caroline Baillargeon, Global Partner Success Program Manager, Red Hat | |
| 10:00 am - 11:00 am | Bristlecone 8 | Re-Thinking the Renewal Rep in a World of Customer Success [More Info] Jeffrey Edelman, Sr. Manager, Renewal Sales & Operations, Hitachi Vantara | |
| 10:00 am - 11:00 am | Bristlecone 7 | Service Marketing Champions and Offer Development [More Info] Julia Stegman, VP Research, Service Revenue Generation, TSIA Jodie Paxton, Sr. Director Research, Service Revenue Generation, TSIA | |
| 10:00 am - 11:00 am | Bristlecone 9 | Transforming Cisco Through the Customer's Lifecycle Journey of Accelerated Value Realization [More Info] Ken O'Reilly, Director, Customer Success, Cisco Systems Terry Wacker, Sr. Manager, Customer Success, Cisco Systems | |
| 10:00 am - 11:00 am | Copperleaf 8 | Utilizing Services-Generated Data to Uncover New Sales Opportunities [More Info] Steve Frost, VP Research, Expand Selling, TSIA Jeremy DalleTezze, Director Research, Data Analytics, TSIA | |
| 10:00 am - 11:15 am | Bristlecone Ballroom | TSW | EXPO Final Opportunity [More Info] | |
| 11:00 am - 11:15 am | Bluethorn Foyer | Moving Break | |
| 11:15 am - 12:15 pm | Pinyon Ballroom | Closing Keynote: Outcomes at Scale and the Supplier-Led Sales Model [More Info] Thomas Lah, Executive Director, TSIA | |
