TSW Las Vegas 2016
 
10/17/2016
7:00 am - 6:00 pmBluethorn FoyerRegistration and Information
11:45 am - 12:30 pmPinyon 7/8Keynote: Overcoming Barriers to Knowledge Sharing [More Info]
John Ragsdale, VP Research, Technology and Social, TSIA
12:30 pm - 1:45 pmBristlecone BallroomTSW | EXPO Preview [More Info]
12:45 pm - 1:45 pmBristlecone BallroomTSW | EXPO Tour [More Info]
John Ragsdale, VP Research, Technology and Social, TSIA
1:00 pm - 1:10 pmPinyon 1All About TSIA [More Info]
1:10 pm - 1:20 pmPinyon 1Making the Most of Your TSW Conference Experience [More Info]
2:00 pm - 3:00 pmPinyon BallroomKeynote: Aligning for Growth and Outcomes [More Info]
JB Wood, President & CEO, TSIA
3:00 pm - 3:30 pmPinyon BallroomKeynote: 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 pmPinyon BallroomKeynote: 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 pmBluethorn FoyerBreak
4:15 pm - 5:15 pmBristlecone 9Aligning Your Managed Service Business for Profitable Growth [More Info]
George Humphrey, VP Research, Managed Services, TSIA
4:15 pm - 5:15 pmPinyon 7Building the Ultimate Customer Portal [More Info]
John Ragsdale, VP Research, Technology and Social, TSIA
4:15 pm - 5:15 pmPinyon 1Emerging 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 pmPinyon 2Enabling 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
4:15 pm - 5:15 pmBristlecone 8Expand Selling: 4 Innovative Approaches to Align for Growth and Outcomes [More Info]
Jeremy DalleTezze, Director Research, Data Analytics, TSIA
4:15 pm - 5:15 pmBluethorn 8/9Funding 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 pmPinyon 3It Takes a Village: Cross Functional Customer Success Alignment [More Info]
Phil Nanus, VP Research, Customer Success, TSIA
4:15 pm - 5:15 pmBristlecone 7Offer Development: Revitalizing the Education Services Portfolio [More Info]
Maria Manning-Chapman, VP Research, Education Services, TSIA
4:15 pm - 5:15 pmPinyon 8Put 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 pmBristlecone 10You Are Not Alone... [More Info]
Judith Platz, VP Research, Customer Success & Support Services, TSIA
5:15 pm - 7:15 pmBristlecone BallroomWelcome Reception in the TSW | EXPO [More Info]
 
10/18/2016
7:30 am - 8:30 amBluethorn FoyerGrab and Go Coffee and Bites
7:30 am - 6:00 pmBluethorn FoyerRegistration and Information
8:30 am - 9:00 amPinyon BallroomKeynote: 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 amPinyon BallroomTSIA Special Announcements: Strategic Services and Operational Best Practices (OBP) Certification Recognition [More Info]
Thomas Lah, Executive Director, TSIA
9:30 am - 9:45 amBluethorn FoyerBreak
9:45 am - 10:45 amBristlecone 9Agile 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 amCopperleaf 11Blackbaud’s Education Services Transformation Journey [More Info]
Terry Vyas, GM, Education Services, Blackbaud
9:45 am - 10:45 amCopperleaf 7Breaking the Gauge...Establishing Metrics for Future Success [More Info]
Roy Dockery, VP, Field Operations, Swisslog
9:45 am - 10:45 amPinyon 7Bring Together Success and Support: Best of Both Worlds [More Info]
Joel Flagg, Director, Product Management, Salesforce
9:45 am - 10:45 amPinyon 1Building a Public Sector Professional Services Practice [More Info]
Josh Arbaugh, VP , Informatica
9:45 am - 10:45 amBristlecone 4Customer Success 2.0: Driving Revenue through Consumption Data [More Info]
Brian Study, Chief Customer Officer, Mattersight
9:45 am - 10:45 amBristlecone 3Developing Customer-Centric Success Offerings [More Info]
Jeff Johnson, Director, Markets & Programs in Customer Success, Splunk
9:45 am - 10:45 amCopperleaf 8Expand Selling Breakout presented by Cisco Systems [More Info]
9:45 am - 10:45 amCopperleaf 12Leveraging 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 amBristlecone 10Modernized 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 amPinyon 8Monetizing and Scaling Adoption Services in Subscription Economy [More Info]
Ashok Gunasekaran, Vice President, Customer Support, Informatica
9:45 am - 10:45 amPinyon 3Redefining Support and Risk Management for Professional Services Engagements [More Info]
Denise Svenconis, Engagement Leader, Pegasystems
9:45 am - 10:45 amPinyon 2Riding 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 amBristlecone 2Role Specialization: How and Why DoubleDutch Customer Success Specialized into Two Functions [More Info]
Aaron Lapierre, VP, Client Services , DoubleDutch
9:45 am - 10:45 amCopperleaf 10The 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 amBluethorn 8/9Transforming from a Product Reseller to a Managed Services Provider [More Info]
Martin Dove, Group SVP, Enterprise Services, Dimension Data
10:45 am - 11:00 amBluethorn FoyerBreak
11:00 am - 12:00 pmBristlecone 3Best Practices for Customer Success and Increased Profit [More Info]
Mary Poppen, Chief Customer Officer, SAP
Irit Eizips, Chief Executive Officer, CSM Practice
11:00 am - 12:00 pmPinyon 7Cisco's Software Selling Journey: How We Are Transforming Our Offers and Capabilities [More Info]
11:00 am - 12:00 pmCopperleaf 10Creating the "Secret Sauce": Sharing the Responsibility of Success [More Info]
Natasa Koledin, Sr. Director, Global Education, Pivotal
11:00 am - 12:00 pmBluethorn 6Creating 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 pmBristlecone 4Customer 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 pmBristlecone 8Enabling 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 pmCopperleaf 12How 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 pmBristlecone 9Keeping 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 pmPinyon 3Leveraging Professional Services to Deliver ClientOutcomes and Enable Growth [More Info]
Richard Smith, European Leader, Client Success Services, Pitney Bowes
Stephanie Joy, Director, Product Marketing, Pitney Bowes
11:00 am - 12:00 pmBluethorn 7Managed Services: Aligning for Growth [More Info]
Mike Adams, Senior Director, Cisco Systems
11:00 am - 12:00 pmBristlecone 10Measuring Outcomes to Improve Customer Satisfaction [More Info]
Maria Duquette, SVP, Support Services, SeaChange International
11:00 am - 12:00 pmBristlecone 7Measuring Social Media Customer Care Success [More Info]
Tim Lopez, Head of Global Social Customer Care, Symantec
11:00 am - 12:00 pmCopperleaf 7Outcomes 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 pmPinyon 1Panel Discussion: The Role and Function of PS Operations [More Info]
James Cho, Director Research, Professional Services & Operational Best Practices, TSIA
11:00 am - 12:00 pmPinyon 8Required 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 pmBluethorn 8/9Sales and Marketing Alignment for Growth and Outcomes [More Info]
Bill Hall, Partner, Pretium Partners
11:00 am - 12:00 pmBristlecone 2The Journey to Success: From Positioning through Renewal [More Info]
Kelley Jarrett, Director, Marketing, Blackbaud
11:00 am - 12:00 pmPinyon 2Totally Predictable: Using Analytics to Sanity-Check Your Sales Team [More Info]
David McKenney, VP, Bentley Systems
11:00 am - 12:00 pmCopperleaf 11Using Adoption to Affect Your Company’s and Your Customers’ Business Outcomes [More Info]
Julianne Hemingway, Senior Director, Global Knowledge Solutions, Ciena
Terena King-Campagna, Senior Advisor, Global Knowledge Solutions, Ciena
11:00 am - 12:00 pmCopperleaf 8Verizon’s Gold Program: Building a Culture of Lead Generation Success [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 pmBristlecone BallroomLunch and EXPO Breakout Sessions in the TSW | EXPO
12:30 pm - 1:10 pmBristlecone 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 pmBristlecone 4EXPO Breakout Session presented by ServiceSource [More Info]
12:30 pm - 1:10 pmBristlecone 3Practical 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 pmPinyon BallroomKeynote: The Transformational Journey: From Hardware to Services-led Outcome Selling [More Info]
Rick Hamilton, Global VP, Professional Services , Juniper Networks
2:00 pm - 2:30 pmPinyon BallroomTSIA Special Announcement: STAR Award Recognition [More Info]
Thomas Lah, Executive Director, TSIA
2:30 pm - 3:30 pmBristlecone BallroomRefreshment Break and EXPO Breakouts in the TSW | EXPO
2:40 pm - 3:20 pmBristlecone 3Next Generation Customer Success Management [More Info]
David Yoffie, Managing Director, PwC
2:40 pm - 3:20 pmBristlecone 4Scaling High-Performance Professional Services in the New Economy [More Info]
Ray Grainger, Co-Founder and CEO, Mavenlink
Nick Anderson, VP Global Business Operations, Cornerstone OnDemand
2:40 pm - 3:20 pmBristlecone 2Screen Sharing is Worth 1,000 Chats [More Info]
Doug Patel, Solutions Engineer, Bomgar
2:40 pm - 3:20 pmBristlecone 10Trends in Omni-channel Customer Service through People, Process and Technology Integration [More Info]
Kevin Kenny, VP, Sutherland Global Services
Brad Cooper, VP, Customer Development & International Care Operations, GoDaddy
Aaron Law, Chief of Staff, Intel Security Group
Sandeep Karandikar, Director of Web Strategy, eService, Lenovo
3:30 pm - 4:30 pmPinyon 7A 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 pmBristlecone 7Best 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 pmBristlecone 8Delighting Customers with Optimized Operations: Case Study Presentation by CSS Corp & Palo Alto Networks [More Info]
Sid Victor, VP, Enterprise Tech Support, CSS Corp
Dan Burton, Director, Global Support Operations, Palo Alto Networks
3:30 pm - 4:30 pmBristlecone 3Enabling LAER Through Functional Collaboration [More Info]
Ron Otocki, Director , PwC
W. Daniel Garretson, Ph.D., Independent Consultant , Garretson LLC
3:30 pm - 4:30 pmBristlecone 2Enhanced 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 pmBristlecone 4Intelligent Customer Service: How Ellucian Makes Self-Service Effortless [More Info]
3:30 pm - 4:30 pmBristlecone 10Leveraging the Cloud to Align for Professional Services Excellence [More Info]
3:30 pm - 4:30 pmPinyon 2Service Technology Advantage Case Study Presented by Gainsight and Their Customer [More Info]
Allison Pickens, VP, Customer Success and Business Operations, Gainsight
3:30 pm - 4:30 pmBristlecone 9Service Technology Advantage Case Study Presented by ServiceSource and Their Customer [More Info]
3:30 pm - 4:30 pmBluethorn 8/9The 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 pmPinyon 3Transforming 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 pmPinyon 8Turbo-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 pmPinyon 1When Data Becomes a Dead End: How Gainsight used Eigenworks Buyer Insights to Fuel Massive Growth [More Info]
Alan Armstrong, Founder and CEO, Eigenworks
4:30 pm - 4:45 pmBluethorn FoyerBreak
4:45 pm - 5:45 pmCopperleaf 115 Tips for Making your New Education Product Survive [More Info]
Bettina Giemsa, Marketing Director, PTC
4:45 pm - 5:45 pmBluethorn 8/9Addressing 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
Sandeep Shelke, Technical Leader, Cisco Systems
4:45 pm - 5:45 pmCopperleaf 12Beyond 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 pmBristlecone 9Breaking 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 pmPinyon 8Discovering Pricing Opportunities to Slenderize Your Fish [More Info]
Timothy Matanovich, President, Value and Pricing Partners
William Snyder, Head of Informatics Professional Services-USA, Bayer Healthcare
4:45 pm - 5:45 pmCopperleaf 8Driving Growth Through Expand Selling and Measurable Customer Outcomes [More Info]
Doug May, AVP, Global Field Success, Splunk
4:45 pm - 5:45 pmBristlecone 10EMC's Transformation: Embracing the Role of the "Knowledge Worker" [More Info]
Michael Charest, Global Director, Customer Service, EMC
Karen Lazarou, Director, Business Operations GS/KM, EMC
4:45 pm - 5:45 pmBluethorn 6Enhancing 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 pmBristlecone 4Implementing and Delivering Customer Success: It Takes a Village [More Info]
Dhaval Moogimane, Partner, Waterstone Management Group
4:45 pm - 5:45 pmBristlecone 7Knowledge Management Program for a Professional Services Organization [More Info]
Onkar Chandel, Global Knowledge Management Lead, Red Hat
4:45 pm - 5:45 pmBluethorn 7Managed Services Breakout [More Info]
Greg Hensley, Director, Professional Services, Ontario Systems
4:45 pm - 5:45 pmCopperleaf 10Moving to Outcomes-Based Education and Agile Development [More Info]
Anthony Flaviani, Senior Director, Technical Content Development, Symantec
4:45 pm - 5:45 pmBristlecone 3Packaging Up Success [More Info]
John D'Addario, Sr. Manager, Support Services Portfolio, PTC
4:45 pm - 5:45 pmBristlecone 2Proactive 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 Accounts Service Managers, Intermedia
4:45 pm - 5:45 pmPinyon 1Sale 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 pmBristlecone 8Support Services Champions Breakout [More Info]
Judith Platz, VP Research, Customer Success & Support Services, TSIA
4:45 pm - 5:45 pmPinyon 7Transforming 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 pmPinyon 3Using Analytics to Achieve Outcomes [More Info]
Jeremy DalleTezze, Director Research, Data Analytics, TSIA
5:45 pm - 7:30 pmBristlecone BallroomReception in the TSW | EXPO [More Info]
 
10/19/2016
7:30 am - 8:30 amBluethorn FoyerGrab and Go Coffee and Bites
7:30 am - 2:00 pmBluethorn FoyerRegistration and Information
8:30 am - 9:30 amPinyon BallroomKeynote: Report from the Road: 7 Steps to Unlock Profitable Revenue Growth [More Info]
Thomas Lah, Executive Director, TSIA
9:30 am - 10:00 amPinyon BallroomTSIA Special Announcements: Support Staff Excellence (SSE) Certification Recognition and Outcome Chains Update [More Info]
JB Wood, President & CEO, TSIA
10:00 am - 10:15 amBluethorn FoyerBreak
10:00 am - 12:30 pmBristlecone BallroomTSW | EXPO - Final Opportunity [More Info]
10:15 am - 11:15 amPinyon 3Aligning 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 amPinyon 1Collaboration 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 amPinyon 8Driving Service Sales through the Product Sales Channel [More Info]
Bill Hall, Partner, Pretium Partners
10:15 am - 11:15 amBristlecone 4How 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 amCopperleaf 10Integrating Education Services into Organizational Mainstream Services [More Info]
Kim Metz, Marketing Director, Dell
10:15 am - 11:15 amBristlecone 9Keeping 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, Sr. Business Analyst, Customer Care Operations, Aspect Software
10:15 am - 11:15 amCopperleaf 12Modernized 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 amCopperleaf 7One KCS Program to Align the Enterprise, Partners and Clients [More Info]
Adina Ba, Associate Director, Knowledge Management, Pitney Bowes
10:15 am - 11:15 amPinyon 2One 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 amPinyon 7PTC Smart, Connected Support [More Info]
John D'Addario, Sr. Manager, Support Services Portfolio, PTC
10:15 am - 11:15 amBluethorn 7The 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 amBluethorn 8/9The Role of Channel Partners in a LAER Strategy [More Info]
David Swanson, Director, Global PS Channel Enablement, Riverbed
10:15 am - 11:15 amCopperleaf 11Transforming 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, Education Services, Ellucian
10:15 am - 11:15 amBristlecone 7Transforming Tricentis Customer Portal [More Info]
Oliver Allabauer, VP Support , Tricentis
10:15 am - 11:15 amBristlecone 10Valuing Social Customer Support: ROI & KPIs [More Info]
Mark Woychick, Manager, Social Insights, HP
11:15 am - 11:30 amBluethorn FoyerBreak [More Info]
11:30 am - 12:30 pmBristlecone 7An 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 pmPinyon 7Building a Global Automated Renewals Engine [More Info]
Scott Thomas, President, Intelechy Group
11:30 am - 12:30 pmCopperleaf 12Creating 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 pmBristlecone 3Customer Success Champions Breakout [More Info]
11:30 am - 12:30 pmPinyon 3Hacking the Digital Opportunity [More Info]
Hans Hwang, VP, Services, Cisco Systems
11:30 am - 12:30 pmPinyon 1How 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 pmCopperleaf 10Inventing a Maker Lab: Virtual Professional Services as Training [More Info]
Brian Gordon, Global Services IoT Portfolio Lead, PTC
11:30 am - 12:30 pmBristlecone 9KCS Fast Track at Citrix [More Info]
Patrick Quinlan, Manager, Knowledge Services, Citrix Systems
11:30 am - 12:30 pmBluethorn 8/9Managed Services Breakout [More Info]
Dan Hedstrom, Vice President, System Solutions and Services, Cubic Transportation Systems
11:30 am - 12:30 pmPinyon 2Maximizing 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 pmPinyon 8Modern 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
11:30 am - 12:30 pmBristlecone 4Optimizing 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 pmBristlecone 8Service 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
12:30 pm - 2:00 pmPinyon BallroomNetworking 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

* Schedule and speakers are subject to change. Please check back for updates.