| 10/17/2016 | |||
| 7:00 am - 6:00 pm | Bluethorn Foyer | Registration and Information | |
| 11:45 am - 12:30 pm | Pinyon 7/8 | Keynote: Overcoming Barriers to Knowledge Sharing [More Info] John Ragsdale, VP Research, Technology and Social, TSIA | |
| 12:30 pm - 1:45 pm | Bristlecone Ballroom | TSW | EXPO Preview [More Info] | |
| 12:45 pm - 1:45 pm | Bristlecone Ballroom | TSW | EXPO Tour [More Info] John Ragsdale, VP Research, Technology and Social, TSIA | |
| 1:00 pm - 1:10 pm | Pinyon 1 | All About TSIA [More Info] Diane Brundage, VP, Membership Development and Partner Operations, TSIA | |
| 1:10 pm - 1:20 pm | Pinyon 1 | Making the Most of Your TSW Conference Experience [More Info] Diane Brundage, VP, Membership Development and Partner Operations, TSIA | |
| 2:00 pm - 3:00 pm | Pinyon Ballroom | Keynote: Aligning for Growth and Outcomes [More Info] JB Wood, President & CEO, TSIA | |
| 3:00 pm - 3:30 pm | Pinyon Ballroom | Keynote: Customer Success: The Strategic, Financial and Organizational Journey [More Info] Maria Martinez, President, Global Customer Success & Salesforce Latin America, Salesforce | |
| 3:30 pm - 4:00 pm | Pinyon Ballroom | Keynote: The Emerson Journey to Deliver Business Outcomes for Industrial Customers [More Info] Terry Buzbee, Group Vice President, Final Control, Emerson Automation Solutions | |
| 4:00 pm - 4:15 pm | Bluethorn Foyer | Break | |
| 4:15 pm - 5:15 pm | Bristlecone 9 | Aligning Your Managed Service Business for Profitable Growth [More Info] George Humphrey, VP Research, Managed Services, TSIA | |
| 4:15 pm - 5:15 pm | Bristlecone 8 | Analytics to Drive Expand Selling Growth [More Info] Jeremy DalleTezze, Director Research, Data Analytics, TSIA Judit Szilagyi, Research Analyst, TSIA | |
| 4:15 pm - 5:15 pm | Pinyon 7 | Building the Ultimate Customer Portal [More Info] John Ragsdale, VP Research, Technology and Social, TSIA Oliver Allabauer, VP Support , Tricentis Ashimendu Bose, Director, Infrastructure, Automation & Knowledge Management, Hewlett Packard Enterprise Marco Bill-Peter, VP, Customer Engagement and Experience, Red Hat | |
| 4:15 pm - 5:15 pm | Pinyon 1 | Emerging Professional Services Capabilities: Lessons and Examples from TSIA’s PS Operational Best Practices Program [More Info] Bo Di Muccio, VP Research, Professional Services, TSIA | |
| 4:15 pm - 5:15 pm | Pinyon 2 | Enabling Organizations and Aligning Teams for Transformational Change [More Info] Tom Pridham, SVP & GM, TSIA Ashley Haynes-Gaspar, General Manager, Global Support, GE Digital Gary Grecsek, VP, PerkinElmer OneSource Laboratory Services, PerkinElmer Colin Morales, Senior Vice President, Manufacturing and Service Operations, Intuitive Surgical Joel Hofman, VP, Global Professional Services & Technical Education, Riverbed Technology | |
| 4:15 pm - 5:15 pm | Bluethorn 8/9 | Funding the Transformation: Strategies and Tactics that Reduce the Total Cost to Serve [More Info] Vele Galovski, VP Research, Field Services, TSIA | |
| 4:15 pm - 5:15 pm | Pinyon 3 | It Takes a Village: Cross Functional Customer Success Alignment [More Info] Phil Nanus, VP Research, Customer Success, TSIA | |
| 4:15 pm - 5:15 pm | Bristlecone 7 | Offer Development: Revitalizing the Education Services Portfolio [More Info] Maria Manning-Chapman, VP Research, Education Services, TSIA | |
| 4:15 pm - 5:15 pm | Pinyon 8 | Put Your Fish on a Diet: Growth & Margin Strategies for XaaS [More Info] Julia Stegman, VP Research, Service Revenue Generation, TSIA | |
| 4:15 pm - 5:15 pm | Bristlecone 10 | You Are Not Alone... [More Info] Judith Platz, VP Research, Customer Success & Support Services, TSIA | |
| 5:15 pm - 7:15 pm | Bristlecone Ballroom | Welcome Reception in the TSW | EXPO [More Info] | |
| 10/18/2016 | |||
| 7:30 am - 8:30 am | Bluethorn Foyer | Grab and Go Coffee and Bites | |
| 7:30 am - 6:00 pm | Bluethorn Foyer | Registration and Information | |
| 8:30 am - 9:00 am | Pinyon Ballroom | Keynote: Customer Outcomes – a Matter of Survival in Cyber Security! [More Info] Elisabeth Zornes, VP, Business Strategy and Operations, Cisco Systems | |
| 9:00 am - 9:30 am | Pinyon Ballroom | TSIA Special Announcements: Strategic Services and Operational Best Practices (OBP) Certification Recognition [More Info] Thomas Lah, Executive Director, TSIA | |
| 9:30 am - 9:45 am | Bluethorn Foyer | Break | |
| 9:45 am - 10:45 am | Bristlecone 9 | Agile and KCS℠: Better Together [More Info] David Kay, Principal, DB Kay & Associates Chandra Mullineaux, Customer Success Communications Owner, ANCILE Solutions | |
| 9:45 am - 10:45 am | Copperleaf 8 | Awakening the Sleeping Giant of Lead Generation, Technical Support Services [More Info] Andrew Krainin, Chief of Staff, Technical Services / Senior Director, Technical Services Strategy & Operations, Cisco Systems Michele Paino, Senior Manager, Services Strategy and Delivery Operations, Cisco Systems | |
| 9:45 am - 10:45 am | Copperleaf 11 | Blackbaud’s Education Services Transformation Journey [More Info] Terry Vyas, GM, Education Services, Blackbaud | |
| 9:45 am - 10:45 am | Copperleaf 7 | Breaking the Gauge...Establishing Metrics for Future Success [More Info] Roy Dockery, VP, Field Operations, Swisslog | |
| 9:45 am - 10:45 am | Pinyon 7 | Bring Together Success and Support: Best of Both Worlds [More Info] Joel Flagg, Director, Product Management, Salesforce | |
| 9:45 am - 10:45 am | Pinyon 1 | Building a Public Sector Professional Services Practice [More Info] Josh Arbaugh, VP , Informatica | |
| 9:45 am - 10:45 am | Bristlecone 4 | Customer Success 2.0: Driving Revenue through Consumption Data [More Info] Brian Study, Chief Customer Officer, Mattersight | |
| 9:45 am - 10:45 am | Bristlecone 3 | Developing Customer-Centric Success Offerings [More Info] Jeff Johnson, Director, Markets & Programs in Customer Success, Splunk | |
| 9:45 am - 10:45 am | Bluethorn 7 | Evolution of a Service: Transforming Managed Services from Incubation to Sustainable Growth [More Info] Greg Hensley, Director, Professional Services, Ontario Systems | |
| 9:45 am - 10:45 am | Copperleaf 12 | Leveraging Transformation to Deliver Field Service Customer Business Outcomes [More Info] Arnaud Allouche, Global Head, Field Customer Service & Support, Hitachi Data Systems | |
| 9:45 am - 10:45 am | Pinyon 8 | Modern Services Marketing: Navigating a World of Outcomes-Based Solutions and Digital Transformation with Thought Leadership and More [More Info] Fred Isbell, Sr. Marketing Director & Head of Digital Business Services Thought Leadership, SAP | |
| 9:45 am - 10:45 am | Bristlecone 10 | Modernized Support Means Powerful Self-Service and Community Engagement! [More Info] Christina Luna, Director, Customer Success Operations, JDA Software Steve Harmon, Sr. Knowledge Manager, JDA Software | |
| 9:45 am - 10:45 am | Bristlecone 8 | Optimizing Customer Skills for the Global Support Enterprise: Driving Improved Customer Engagement with Blending Learning [More Info] David Sanderson, Principal, Global Partners Andrew Heifetz, Technical Enablement Manager, Akamai Paul Hesselschwerdt, President, Global Partners | |
| 9:45 am - 10:45 am | Pinyon 3 | Redefining Support and Risk Management for Professional Services Engagements [More Info] Denise Svenconis, Engagement Leader, Pegasystems | |
| 9:45 am - 10:45 am | Pinyon 2 | Riding the Industry Wave: Moving from a Traditional Business to an IoT PS business [More Info] Josh Buckley, Senior Director, PTC | |
| 9:45 am - 10:45 am | Bristlecone 2 | Role Specialization: How and Why DoubleDutch Customer Success Specialized into Two Functions [More Info] Aaron Lapierre, VP, Client Services , DoubleDutch | |
| 9:45 am - 10:45 am | Copperleaf 10 | The Education Subscription Playbook: Creating the Right Infrastructure to Drive Customer Value [More Info] Brad Pierce, President, Education Services Group Nicole Moses, Global Director, Education, Informatica | |
| 9:45 am - 10:45 am | Bluethorn 8/9 | Transforming from a Product Reseller to a Managed Services Provider [More Info] Kevin Teasdale, Group Sales Director, Enterprise Services, Dimension Data | |
| 10:45 am - 11:00 am | Bluethorn Foyer | Break | |
| 11:00 am - 12:00 pm | Bristlecone 3 | Best Practices for Customer Success and Increased Profit [More Info] Irit Eizips, Chief Executive Officer, CSM Practice | |
| 11:00 am - 12:00 pm | Copperleaf 10 | Creating the "Secret Sauce": Sharing the Responsibility of Success [More Info] Natasa Koledin, Sr. Director, Global Education, Pivotal | |
| 11:00 am - 12:00 pm | Bluethorn 6 | Creating Value through Analytics for Connected Products: Two Case Studies [More Info] Jeremy DalleTezze, Director Research, Data Analytics, TSIA Harald Kopp, Director Research, Industrial Services, TSIA David Levy, Director, Service Innovation and Analytics, PerkinElmer Randy Norton, Director, Business Unit Operations, Tokyo Electron John Solis, Optimization Services Manager, Tokyo Electron | |
| 11:00 am - 12:00 pm | Bristlecone 4 | Customer Success and Sales: Finding the Right Balance [More Info] Dave Baca, VP, Customer Success, ANCILE Solutions Greg Sybersma, Chief Sales & Marketing Officer, ANCILE Solutions | |
| 11:00 am - 12:00 pm | Pinyon 3 | Deliver Client Outcomes and Enable Growth [More Info] Richard Smith, European Leader, Client Success Services, Pitney Bowes | |
| 11:00 am - 12:00 pm | Bristlecone 8 | Enabling Lead-to-Money, the CallidusCloud Way [More Info] Ferdinand Pulido, VP Customer Support, CallidusCloud Christine Dorrion, VP, Sales & Channel Operations, CallidusCloud | |
| 11:00 am - 12:00 pm | Copperleaf 12 | How to "Squish the Fish" in Field Services...and Survive [More Info] Vele Galovski, VP Research, Field Services, TSIA Randy Mysliviec, President & CEO , RTM Consulting | |
| 11:00 am - 12:00 pm | Bristlecone 9 | Keeping Support and Services Professionals Updated in the Fast-Moving Tech Industry [More Info] Jamie Trujillo, Director Business Programs, Readiness, Microsoft | |
| 11:00 am - 12:00 pm | Bluethorn 7 | Managed Services: Building the Bridge to the Cloud [More Info] Mike Adams, Senior Director, Cisco Systems | |
| 11:00 am - 12:00 pm | Bristlecone 10 | Measuring Outcomes to Improve Customer Satisfaction [More Info] Maria Duquette, SVP, Support Services, SeaChange International | |
| 11:00 am - 12:00 pm | Copperleaf 7 | Outcomes as a Service: Aligning Services Strategy, Structure and Talent for Customer Success [More Info] Brett Bertz, SVP, RCT Implementation Services, MedAssets | |
| 11:00 am - 12:00 pm | Pinyon 1 | Panel Discussion: The Role and Function of PS Operations [More Info] James Cho, Director Research, Professional Services & Operational Best Practices, TSIA Thomas Von Alm, Head of Operations, SAP Services North America, SAP Jeff Sontheimer, VP, Global Services Enablement, Guidewire Software Carla Rodney, Director, Consulting Operations, Pegasystems Greg Marchwinski, Vice President, Professional Services, Palo Alto Networks | |
| 11:00 am - 12:00 pm | Pinyon 8 | Required Skillset for SaaS Renewals Specialists [More Info] Sheryl Verhelle, Sr. Director, Infor Subscription Services-Americas, Infor Ed Foley, Director, Account Relation Management, Infor | |
| 11:00 am - 12:00 pm | Bluethorn 8/9 | Sales and Marketing Alignment for Growth and Outcomes [More Info] Bill Hall, Partner, Pretium Partners | |
| 11:00 am - 12:00 pm | Bristlecone 7 | Social Support: Why the Emperor Has No Clothes (Yet) [More Info] Phil Verghis, CEO, Klever | |
| 11:00 am - 12:00 pm | Bristlecone 2 | The Journey to Success: From Positioning through Renewal [More Info] Kelley Jarrett, Director, Marketing, Blackbaud | |
| 11:00 am - 12:00 pm | Pinyon 2 | Totally Predictable: Using Analytics to Sanity-Check Your Sales Team [More Info] David McKenney, VP, Bentley Systems | |
| 11:00 am - 12:00 pm | Copperleaf 11 | Using Adoption to Affect Your Company’s and Your Customers’ Business Outcomes [More Info] Julianne Hemingway, Senior Director, Global Knowledge Solutions, Ciena Terena King-Campagna, Sr. Advisor, Global Knowledge Solutions, Ciena | |
| 11:00 am - 12:00 pm | Copperleaf 8 | Verizon’s Gold Program: Building a Culture of Lead Generation Success (Workout) [More Info] Claire Shields, Vice President, Client Services, Verizon Enterprise Solutions Jill Maldarescu, Managing Director, Global Client Services, Verizon Enterprise Solutions | |
| 12:00 pm - 1:30 pm | Bristlecone Ballroom | Lunch and EXPO Breakout Sessions in the TSW | EXPO | |
| 12:30 pm - 1:10 pm | Bristlecone 2 | Analytics Guides Digital Support Optimization [More Info] Nick Sellers, Sr. Director, Strategy and Marketing, SYKES Bo Young, Executive Director, Customer Analytics, SYKES | |
| 12:30 pm - 1:10 pm | Bristlecone 4 | Hidden in Plain Sight: How to Drive New Revenues from Existing Customers [More Info] Dan Santiago, VP Strategy, ServiceSource David Burns, VP Sales & Solution Design, ServiceSource | |
| 12:30 pm - 1:10 pm | Bristlecone 3 | Practical Steps to Transformation, Growth and Better PS Outcomes [More Info] Marc Lacroix, Managing Partner, RTM Consulting Mark Robinson, Co-Founder & CMO, Kimble Applications Sarah Edwards, SVP, Customer Solutions, Kimble Applications Shane Anastasi, Founder, PS Principles | |
| 1:30 pm - 2:00 pm | Pinyon Ballroom | Keynote Panel: The Convergence of the Sales and Service Motions in the LAER Process [More Info] Thomas Lah, Executive Director, TSIA Bo Di Muccio, VP Research, Professional Services, TSIA George Humphrey, VP Research, Managed Services, TSIA Julia Stegman, VP Research, Service Revenue Generation, TSIA Phil Nanus, VP Research, Customer Success, TSIA | |
| 2:00 pm - 2:30 pm | Pinyon Ballroom | TSIA Special Announcement: STAR Award Recognition [More Info] Thomas Lah, Executive Director, TSIA | |
| 2:30 pm - 3:30 pm | Bristlecone Ballroom | Refreshment Break and EXPO Breakouts in the TSW | EXPO | |
| 2:40 pm - 3:20 pm | Bristlecone 3 | Next Generation Customer Success Management [More Info] David Yoffie, Managing Director, PwC | |
| 2:40 pm - 3:20 pm | Bristlecone 4 | Scaling High-Performance Professional Services in the New Economy [More Info] Nick Anderson, VP Global Business Operations, Cornerstone OnDemand Chris Scalia, Sr. Vice President, Professional Services, Mavenlink | |
| 2:40 pm - 3:20 pm | Bristlecone 2 | Screen Sharing is Worth 1,000 Chats [More Info] Doug Patel, Solutions Engineer, Bomgar | |
| 2:40 pm - 3:20 pm | Bristlecone 10 | Trends in Omni-channel Customer Service through People, Process and Technology Integration [More Info] Kevin Kenny, VP, Sutherland Global Services Aaron Law, Chief of Staff, Intel Security Group Sandeep Karandikar, Director of Web Strategy, eService, Lenovo | |
| 3:30 pm - 4:30 pm | Pinyon 7 | A Success Case for Improving CSAT and FCR for Support Services [More Info] Phill Rosenzwig, Sr. Manager, Miller Heiman Group Daniel Skempton, VP, Customer Success, Transcend Insights Ferdinand Pulido, VP Customer Support, CallidusCloud Peter Ogden, Sr. VP, Global Support, Axway | |
| 3:30 pm - 4:30 pm | Bristlecone 7 | Best Practices with Leveraging Video for Customer Support [More Info] Chris Savio, Senior Product Manager, LogMeIn Rescue Jon Kats, Director of Operations, LISS Consulting | |
| 3:30 pm - 4:30 pm | Bristlecone 8 | Delighting Customers with Optimized Operations: Case Study Presentation by CSS Corp & Palo Alto Networks [More Info] Dan Burton, Director, Global Support Operations, Palo Alto Networks Sharath Gadde, Director, Operations Management, CSS Corp Steve Cloughesy, Senior Director Global Support Delivery, Palo Alto Networks | |
| 3:30 pm - 4:30 pm | Bristlecone 9 | Embracing the Cross-Sell Challenge: a Case Study Presentation from VMware and ServiceSource [More Info] Lars Wermer, Sr. Director, Support Renewals Americas Sales, VMware Chad Lyne, SVP Strategy & Corporate Development, ServiceSource | |
| 3:30 pm - 4:30 pm | Bristlecone 3 | Enabling LAER Through Functional Collaboration [More Info] Ron Otocki, Director , PwC W. Daniel Garretson, Ph.D., Independent Consultant , Garretson LLC | |
| 3:30 pm - 4:30 pm | Bristlecone 2 | Enhanced Customer Experience with Customized, Contextual, Up-to-date Help and Guidance [More Info] Eric Bruner, Chief Technologist, GP Strategies Mal Poulin, Sr. Director, Product Strategy, ANCILE Solutions | |
| 3:30 pm - 4:30 pm | Bristlecone 4 | Intelligent Customer Service: How Ellucian Makes Self-Service Effortless [More Info] Jennifer MacIntosh, VP, Customer Success, Coveo Jamie Battin, Director, Customer Community, Ellucian | |
| 3:30 pm - 4:30 pm | Bristlecone 10 | Leveraging the Cloud to Align for Professional Services Excellence [More Info] Kate Shulman, Director of Service Operations, ePlus Technology Craig Yee, VP, Coupa Jim Rodgers, Sr. Director PSA, NetSuite | |
| 3:30 pm - 4:30 pm | Pinyon 2 | Reconstructing the Customer Experience to Ensure Positive Customer Outcomes and Proving the ROI of Your Customer Success Team [More Info] Allison Pickens, VP, Customer Success and Business Operations, Gainsight David Chia, Regional Manager, Strategic Customer Engagement, Red Hat | |
| 3:30 pm - 4:30 pm | Bluethorn 8/9 | The ROI for Better Consultant Training and on Boarding, a Customer Post-Mortem of a Year with PS Principles [More Info] Nick Becker, Director of Professional Services, Spectra Logic Shane Anastasi, Founder, PS Principles | |
| 3:30 pm - 4:30 pm | Pinyon 3 | Transforming Professional Services to Support Corporate Strategy: Informatica’s Journey to a Private Company [More Info] Lori Ellsworth, GM, PSA Applications , FinancialForce Brian Hodges, SVP Global Professional Services, INFORMATICA | |
| 3:30 pm - 4:30 pm | Pinyon 8 | Turbo-Charging PSO Performance with Changepoint [More Info] Darin Byrne, Sr. Director, Professional Services, Wolters Kluwer Greg Davidson, Technical Product Manager, Changepoint | |
| 3:30 pm - 4:30 pm | Pinyon 1 | When Data Becomes a Dead End: How Gainsight used Eigenworks Buyer Insights to Fuel Massive Growth [More Info] Alan Armstrong, Founder and CEO, Eigenworks Ryan Whitney, RVP of Enterprise Sales, Gainsight | |
| 4:30 pm - 4:45 pm | Bluethorn Foyer | Break | |
| 4:45 pm - 5:45 pm | Copperleaf 11 | 5 Tips for Making your New Education Product Survive [More Info] Bettina Giemsa, Marketing Director, PTC | |
| 4:45 pm - 5:45 pm | Bluethorn 8/9 | Addressing Early Challenges in Service Operations for Reliance Jio through Grass-root Innovation [More Info] VP Sharma, Director, Advanced Services, Cisco Systems Krishnaji Panse, Sr. Solutions Architect, Cisco Systems | |
| 4:45 pm - 5:45 pm | Copperleaf 12 | Beyond Implementation: Driving Success After You Deploy Your New IoT Service Solution [More Info] Marie-Pierre Belanger, Vice President, Digital Solutions and Delivery, Industrial Internet, Pitney Bowes | |
| 4:45 pm - 5:45 pm | Bristlecone 9 | Breaking Content Silos: How to Use Amazon Web Services to Unify Content Across the Enterprise [More Info] Ron Fuller, Director, Web Services, Mentor Graphics | |
| 4:45 pm - 5:45 pm | Copperleaf 8 | Delivering Expand Selling Programs at Scale to Fuel Business Growth [More Info] Doug May, AVP, Global Field Success, Splunk | |
| 4:45 pm - 5:45 pm | Bristlecone 10 | Dell EMC's Transformation: Embracing the Role of the "Knowledge Worker" [More Info] Michael Charest, Senior Director, Global Support Center, Dell EMC Karen Lazarou, Director, Business Operations GS/KM, Dell EMC | |
| 4:45 pm - 5:45 pm | Pinyon 8 | Discovering Pricing Opportunities to Slenderize Your Fish (Workout) [More Info] Timothy Matanovich, President, Value and Pricing Partners William Snyder, Head of Informatics Professional Services-USA, Bayer Healthcare | |
| 4:45 pm - 5:45 pm | Bluethorn 6 | Enhancing Support Offers to Grow Service Revenue for Equipment Manufacturers [More Info] Harald Kopp, Director Research, Industrial Services, TSIA Thomas Salazar, Senior Manager, Service Business & Development, Nikon Precision Mohamad Zarringhalam, Senior Vice President, Engineering Services and Customer support, Nikon Precision Matthew Fordenwalt, Director, Connected Services, Rockwell Automation | |
| 4:45 pm - 5:45 pm | Bristlecone 4 | Implementing and Delivering Customer Success: It Takes a Village [More Info] Dhaval Moogimane, Partner, Waterstone Management Group | |
| 4:45 pm - 5:45 pm | Bristlecone 7 | Knowledge Management Program for a Professional Services Organization [More Info] Onkar Chandel, Global Knowledge Management Lead, Red Hat | |
| 4:45 pm - 5:45 pm | Copperleaf 10 | Moving to Outcomes-Based Education and Agile Development [More Info] Anthony Flaviani, Senior Director, Technical Content Development, Symantec | |
| 4:45 pm - 5:45 pm | Bristlecone 3 | Packaging Up Success [More Info] John D'Addario, Sr. Manager, Support Services Portfolio, PTC | |
| 4:45 pm - 5:45 pm | Bristlecone 2 | Proactive Support and Customer Success Management [More Info] Christina Luna, Director, Customer Success Operations, JDA Software Dan Reese, SVP, Customer Success, JDA Software Gina Hayes, Director, Strategic Client Services Managers, Intermedia | |
| 4:45 pm - 5:45 pm | Pinyon 1 | Sale to Steady State: Customer Success and Professional Services Partner for a World-Class Experience [More Info] Chuck Emmette, Director, Global Professional Services, RingCentral | |
| 4:45 pm - 5:45 pm | Bristlecone 8 | Support Services Champions Breakout [More Info] Judith Platz, VP Research, Customer Success & Support Services, TSIA | |
| 4:45 pm - 5:45 pm | Pinyon 7 | Transforming to the Digital Enterprise: The Next Generation of Customer Life Cycle Management [More Info] Jens Bernotat, VP, Strategy Maintenance Go-To-Market, SAP | |
| 4:45 pm - 5:45 pm | Pinyon 3 | Using Analytics to Achieve Outcomes [More Info] Jeremy DalleTezze, Director Research, Data Analytics, TSIA Andy Traba, Vice President of Product, Mattersight Ziad Nejmeldeen, Chief Scientist, Infor | |
| 5:45 pm - 7:30 pm | Bristlecone Ballroom | Reception in the TSW | EXPO [More Info] | |
| 10/19/2016 | |||
| 7:30 am - 8:30 am | Bluethorn Foyer | Grab and Go Coffee and Bites | |
| 7:30 am - 2:00 pm | Bluethorn Foyer | Registration and Information | |
| 8:30 am - 9:30 am | Pinyon Ballroom | Keynote: Report from the Road: 7 Steps to Unlock Profitable Revenue Growth [More Info] Thomas Lah, Executive Director, TSIA | |
| 9:30 am - 10:00 am | Pinyon Ballroom | TSIA Special Announcements: Support Staff Excellence (SSE) Certification Recognition and Outcome Chains Update [More Info] JB Wood, President & CEO, TSIA | |
| 10:00 am - 10:15 am | Bluethorn Foyer | Break | |
| 10:00 am - 12:30 pm | Bristlecone Ballroom | TSW | EXPO - Final Opportunity [More Info] | |
| 10:15 am - 11:15 am | Bristlecone 3 | Adoption and Consumption Monitoring Programs and Tools [More Info] Jeremy Robson, Adoption Analytics Manager, Autodesk | |
| 10:15 am - 11:15 am | Pinyon 3 | Aligning Sales & Delivery For Growth & Outcomes [More Info] Kyle Andrews, Partner, Pretium Partners Bo Di Muccio, VP Research, Professional Services, TSIA | |
| 10:15 am - 11:15 am | Pinyon 1 | Collaboration is King for PSO 2.0: How to Implement a Global, Facilitated Sharing Program [More Info] Phyllis Fann, Prinicipal Program Manager, Red Hat | |
| 10:15 am - 11:15 am | Pinyon 8 | Driving Service Sales through the Product Sales Channel [More Info] Bill Hall, Partner, Pretium Partners | |
| 10:15 am - 11:15 am | Bristlecone 4 | How the Cisco WebEx Customer Success Org Strikes a Balance Between What You Can and Can't Control [More Info] Roxana Fitzmaurice, Sr. Manager , Cisco Systems Tony Brucha, Director, Customer Success, Cisco Systems | |
| 10:15 am - 11:15 am | Copperleaf 10 | Integrating Education Services into Organizational Mainstream Services [More Info] Kim Metz, Marketing Director, Dell | |
| 10:15 am - 11:15 am | Bristlecone 9 | Keeping It Simple: How Focusing on the Basics Secures Success for Even the Most Complex Transformations [More Info] Gwen Braygreen, Senior Vice President, Aspect Customer Care, Aspect Software Paula Boucher, Director, Customer Care Operations, Aspect Software | |
| 10:15 am - 11:15 am | Copperleaf 12 | Modernized Service Ordering: Cisco Innovates the Customer Experience [More Info] Ruwani Biggers, Manager, Technical Services, Cisco Systems James Mendes, Business Operations Manager, Cisco Systems Sirisha Alam, Business Operations Manager, Cisco Systems | |
| 10:15 am - 11:15 am | Copperleaf 7 | One KCS Program to Align the Enterprise, Partners and Clients [More Info] Adina Ba, Associate Director, Knowledge Management, Pitney Bowes | |
| 10:15 am - 11:15 am | Pinyon 2 | One Size Does Not Fit All: Adopting a Remote Approach to Quickly Achieve Customer Outcomes [More Info] Brian Ruffner, Sr, Advisor, Services Product Line Management, Ciena Jennifer Gamble, Practice Leader – Skills Development and Training, RTM Consulting Colin Hastings, Leader, Global Field Services, Ciena | |
| 10:15 am - 11:15 am | Pinyon 7 | PTC Smart, Connected Support [More Info] John D'Addario, Sr. Manager, Support Services Portfolio, PTC | |
| 10:15 am - 11:15 am | Bluethorn 7 | The Digital Value Chain: How Industrial Equipment and Hardware Manufacturers Create Value from “Big Data” [More Info] Vele Galovski, VP Research, Field Services, TSIA Harald Kopp, Director Research, Industrial Services, TSIA | |
| 10:15 am - 11:15 am | Bluethorn 8/9 | The Role of Channel Partners in a LAER Strategy [More Info] David Swanson, Director, Global PS Channel Enablement, Riverbed | |
| 10:15 am - 11:15 am | Copperleaf 11 | Transforming the Education Services Organization [More Info] Maria Manning-Chapman, VP Research, Education Services, TSIA Manishka Yadav, Senior Manager, Medidata Solutions Lane Giles, Director, Global Training Services, Mentor Graphics Melissa Majors, Director, Global Education Services, Ellucian Beat Neuhaus, VP, Best Practices & Services Operations Company , Siemens Industry Software | |
| 10:15 am - 11:15 am | Bristlecone 7 | Transforming Tricentis Customer Portal [More Info] Oliver Allabauer, VP Support , Tricentis | |
| 10:15 am - 11:15 am | Bristlecone 10 | Valuing Social Customer Support: ROI & KPIs [More Info] Mark Woychick, Manager, Social Insights, HP | |
| 11:15 am - 11:30 am | Bluethorn Foyer | Break [More Info] | |
| 11:30 am - 12:30 pm | Bristlecone 7 | An Award from the CEO for Knowledge Management? It’s Possible! [More Info] Ashimendu Bose, Director, Infrastructure, Automation & Knowledge Management, Hewlett Packard Enterprise | |
| 11:30 am - 12:30 pm | Pinyon 7 | Building a Global Automated Renewals Engine [More Info] Scott Thomas, President & Founder, Intelechy Group | |
| 11:30 am - 12:30 pm | Copperleaf 12 | Creating and Pricing Differentiated Field Services [More Info] Timothy Matanovich, President, Value and Pricing Partners Andy Bailey, Director, Global Services Portfolio, Kodak Alaris | |
| 11:30 am - 12:30 pm | Pinyon 3 | Hacking the Digital Opportunity [More Info] Hans Hwang, VP, Services, Cisco Systems | |
| 11:30 am - 12:30 pm | Pinyon 1 | How to Shorten Sales Cycles and Ramp Up Your ‘Expand’ Selling via a Consultative Operational Adoption Workshop [More Info] Marc Solnet, VP, Professional Services Sales, Americas , Riverbed Technology | |
| 11:30 am - 12:30 pm | Copperleaf 10 | Inventing a Maker Lab: Virtual Professional Services as Training [More Info] Brian Gordon, Global Services IoT Portfolio Lead, PTC | |
| 11:30 am - 12:30 pm | Bristlecone 9 | KCS Fast Track at Citrix [More Info] Patrick Quinlan, Manager, Knowledge Services, Citrix Systems | |
| 11:30 am - 12:30 pm | Pinyon 2 | Maximizing Customer Success, Adoption and Outcomes through Centers of Excellence Services [More Info] Kate Lepore, Senior Director, Product Marketing Consulting, Pegasystems Paul Roeck, Senior Director, Enterprise Advisory Services, Pegasystems | |
| 11:30 am - 12:30 pm | Pinyon 8 | Monetizing and Scaling Adoption Services in a Subscription Economy [More Info] Ashok Gunasekaran, Vice President, Customer Support, Informatica | |
| 11:30 am - 12:30 pm | Bristlecone 4 | Optimizing Customer Segmentation and Prioritization for Adoption: Maximizing Your Return on Investment with Limited Customer Success Resources [More Info] Kyle Watts, Sr. Manager, Global Customer Success, Cisco Systems | |
| 11:30 am - 12:30 pm | Bristlecone 8 | Service Offer and Delivery Transformation Using Design Thinking and Journey Mapping [More Info] Ted Kassiotis, Sr. Director, Solutions, Technology Vertical, Sutherland Global Services Emily Lutzker, PhD, VP Innovation Design, Sutherland Global Services | |
| 11:30 am - 12:30 pm | Bluethorn 8/9 | The Use and Application of ITIL/ITSM Practices Beyond IT [More Info] Dan Hedstrom, Vice President, System Solutions and Services, Cubic Transportation Systems | |
| 12:30 pm - 2:00 pm | Pinyon Ballroom | Networking Luncheon and Closing Keynote: The Future of the Automotive Industry and Its Uncanny Parallel to the Future of the Tech Industry [More Info] John Ellis, Auto Industry Futurist, Ellis & Associates JB Wood, President & CEO, TSIA Thomas Lah, Executive Director, TSIA | |
