| 05/01/2017 | |||
| 7:00 am - 6:00 pm | Indigo Terrace Foyer | Registration and Information | |
| 11:30 am - 12:15 pm | Sapphire Ballroom | Pre-Conference Keynote: Creating a Converged Online Customer Engagement Strategy [More Info] John Ragsdale, VP Research, Technology and Social, TSIA | |
| 11:30 am - 1:30 pm | Indigo 204 | Customer Success Meeting with Lunch (Open to Vice Presidents and Above) [More Info] Phil Nanus, VP Research, Customer Success, TSIA | |
| 11:30 am - 1:30 pm | Aqua Salon F | Education Services Meeting with Lunch (Open to Vice Presidents and Above) [More Info] Maria Manning-Chapman, VP Research, Education Services, TSIA | |
| 11:30 am - 1:30 pm | Sapphire 410 | Expand Selling Meeting with Lunch (Open to Vice Presidents and Above) [More Info] Steve Frost, VP Research, Expand Selling, TSIA | |
| 11:30 am - 1:30 pm | Aqua Salon E | Field Services Meeting with Lunch (Open to Vice Presidents and Above) [More Info] Vele Galovski, VP Research, Field Services, TSIA Harald Kopp, Director Research, Industrial Services, TSIA | |
| 11:30 am - 1:30 pm | Sapphire E | Managed Services Meeting with Lunch (Open to Vice Presidents and Above) [More Info] George Humphrey, VP Research, Managed Services, TSIA | |
| 11:30 am - 1:30 pm | Sapphire 400 | Professional Services Meeting with Lunch (Open to Vice Presidents and Above) [More Info] Bo Di Muccio, VP Research, Professional Services, TSIA | |
| 11:30 am - 1:30 pm | Aqua 300 | Service Revenue Generation Meeting with Lunch (Open to Vice Presidents and Above) [More Info] Julia Stegman, VP Research, Service Revenue Generation, TSIA Jens Bernotat, Global Vice President Support Portfolio, SAP Digital Business Services, SAP Joe Bowers, WW Director, Support & Training Sales, Mentor Graphics Rob Rosa, VP, Worldwide Service Sales, Extreme Networks | |
| 11:30 am - 1:30 pm | Aqua Salon AB | Support Services Meeting with Lunch (Open to Vice Presidents and Above) [More Info] Judith Platz, VP Research, Support Services, TSIA | |
| 12:00 pm - 1:30 pm | Indigo Ballroom | TSW | EXPO Preview and Lunch (lunch served until 1:00pm) [More Info] | |
| 1:30 pm - 1:50 pm | Sapphire A | All About TSIA/Making the Most of Your TSW Conference Experience [More Info] Diane Brundage, VP, Membership Development, TSIA | |
| 1:30 pm - 2:00 pm | Foyers | Break | |
| 2:00 pm - 3:00 pm | Sapphire Ballroom | Keynote: Organizing for Recurring Revenues [More Info] Thomas Lah, Executive Director, TSIA | |
| 3:00 pm - 3:45 pm | Sapphire Ballroom | Keynote Panel: Services Convergence [More Info] Thomas Lah, Executive Director, TSIA John Ragsdale, VP Research, Technology and Social, TSIA Judith Platz, VP Research, Support Services, TSIA Phil Nanus, VP Research, Customer Success, TSIA Bo Di Muccio, VP Research, Professional Services, TSIA George Humphrey, VP Research, Managed Services, TSIA | |
| 3:45 pm - 4:00 pm | Foyers | Break | |
| 4:00 pm - 5:00 pm | Sapphire I | Building a Better Managed Services Business [More Info] George Humphrey, VP Research, Managed Services, TSIA | |
| 4:00 pm - 5:00 pm | Aqua Salon AB | Creating Value for Customers Requires Innovative Service Offers [More Info] Julia Stegman, VP Research, Service Revenue Generation, TSIA | |
| 4:00 pm - 5:00 pm | Aqua Salon C | Customer Success Convergence [More Info] Phil Nanus, VP Research, Customer Success, TSIA | |
| 4:00 pm - 5:00 pm | Indigo 204 | Extreme Automation's Impact on Hardware Organizations [More Info] Vele Galovski, VP Research, Field Services, TSIA | |
| 4:00 pm - 5:00 pm | Sapphire E | Generating Sales Leads Through Services Touchpoints [More Info] Steve Frost, VP Research, Expand Selling, TSIA | |
| 4:00 pm - 5:00 pm | Aqua Salon D | Hot Tech Trends for 2017: Leveraging Machine Learning for Extreme Automation [More Info] John Ragsdale, VP Research, Technology and Social, TSIA | |
| 4:00 pm - 5:00 pm | Indigo 202 | Partnership: A Success Strategy for Education Services Organizations [More Info] Maria Manning-Chapman, VP Research, Education Services, TSIA | |
| 4:00 pm - 5:00 pm | Sapphire M | Power Panel: Professional Service Leaders Discuss Organizational Convergence [More Info] Bo Di Muccio, VP Research, Professional Services, TSIA David Couchon, Sr Director, Professsional Services, Autodesk Stephen Holdridge, SVP, Infor Consulting, Infor Michele Riley, VP, Professional Services, North America, Diebold Marianne Heer, SVP, Head of Service and Support, SAP North America | |
| 4:00 pm - 5:00 pm | Sapphire A | Power Panel: Support Service Leaders Discuss Organizational Convergence [More Info] Judith Platz, VP Research, Support Services, TSIA Ansa Sekharan, Executive Vice President, Global Customer Support, Informatica Jim Roth, VP, Support Operations, Dell EMC James "Mac" McAnally, VP, Customer Solution Center, Global Support Delivery, Hewlett-Packard | |
| 5:00 pm - 5:30 pm | Sapphire I | Building the Managed Services Organization [More Info] George Humphrey, VP Research, Managed Services, TSIA | |
| 5:00 pm - 5:30 pm | Sapphire M | Creating the Optimal Professional Service Organizational Model [More Info] Bo Di Muccio, VP Research, Professional Services, TSIA James Cho, Director Research, Professional Services & Operational Best Practices, TSIA | |
| 5:00 pm - 5:30 pm | Aqua Salon C | Establish Customer Success [More Info] Phil Nanus, VP Research, Customer Success, TSIA | |
| 5:00 pm - 5:30 pm | Sapphire E | Generate Leads Through Services Touchpoints with Expand Selling [More Info] Steve Frost, VP Research, Expand Selling, TSIA | |
| 5:00 pm - 5:30 pm | Indigo 202 | Grow Education Services via Alignment with Customer Success [More Info] Maria Manning-Chapman, VP Research, Education Services, TSIA | |
| 5:00 pm - 5:30 pm | Indigo 204 | Optimize Customer Processes Through IoT [More Info] Vele Galovski, VP Research, Field Services, TSIA | |
| 5:00 pm - 5:30 pm | Sapphire A | Support Services Compensation Model to Drive Expansion Revenue [More Info] Judith Platz, VP Research, Support Services, TSIA David Carlson, Director Research, Support Services, TSIA | |
| 5:00 pm - 5:30 pm | Aqua Salon AB | Taking the Friction Out of Your Renewal Process [More Info] Julia Stegman, VP Research, Service Revenue Generation, TSIA | |
| 5:30 pm - 7:30 pm | Indigo Ballroom | Welcome Reception in the TSW | EXPO [More Info] | |
| 05/02/2017 | |||
| 6:00 am - 7:00 am | Promenade grass by boardwalk | 5K on the Bay [More Info] | |
| 7:00 am - 8:15 am | Sapphire M | Women in Services Power Breakfast (additional fee - $35) [More Info] Melanie Neal, VP, Global Services, Baxter International Irit Eizips , Chief Executive Officer, CSM Practice Ashley Haynes-Gaspar, Vice President & General Manager, Global Support, GE Digital Gloria Loredo, VP, Service Operations, Polycom Jodi Cicci, President and CEO, TOP Step Consulting | |
| 7:00 am - 8:30 am | Sapphire Foyer | Grab-and-Go Coffee and Bites | |
| 7:00 am - 6:00 pm | Indigo Terrace Foyer | Registration and Information | |
| 8:30 am - 9:00 am | Sapphire Ballroom | Keynote: The Next Level of Services Convergence [More Info] Jacques Pommeraud, SVP, Global Customer Success Group, SAP | |
| 9:00 am - 9:30 am | Sapphire Ballroom | Keynote Panel: Converging Service Offers and Portfolios [More Info] Julia Stegman, VP Research, Service Revenue Generation, TSIA Jeffrey Johnson, Director - Markets, Programs & Community in Customer Success, Splunk Brian Wilson, Chief Customer Officer, Zenoss Jens Bernotat, Global Vice President Support Portfolio, SAP Digital Business Services, SAP | |
| 9:30 am - 9:45 am | Foyers | Break | |
| 9:30 am - 6:30 pm | Indigo Ballroom | TSW | EXPO Open | |
| 9:45 am - 10:45 am | Sapphire Ballroom | Customer Success Keynote: Customer Success Eats Services: Building the New World of Customer Success in a Traditional Services Company [More Info] Katriona Lord-Levins, Senior Program Manager, Autodesk | |
| 9:45 am - 10:45 am | Aqua Salon AB | Education Services Keynote: Embracing Knowledge Services: Is This the Next Evolution of Education? [More Info] Sarah Sedgman, Chief Knowledge Officer, Kinaxis | |
| 9:45 am - 10:45 am | Indigo 204 | Expand Selling Keynote: Microsoft's 'Achieve More Conversations' [More Info] Denise Rundle, General Manager, Support Sales, Microsoft | |
| 9:45 am - 10:45 am | Sapphire I | Field Services Keynote: To Know Thyself: Benchmarking for World-Class Service Delivery [More Info] Clayton Millis, Director, Global Product Support, BD Life Sciences | |
| 9:45 am - 10:45 am | Indigo 202 | Managed Services Keynote: Delivering the Connected World: Simply, Securely and Reliably [More Info] Danny Johnson, Director, VES Product Marketing, Strategic Enterprise Networks, Verizon | |
| 9:45 am - 10:45 am | Aqua Salon D | Professional Services Keynote: Changing Your Aircraft Engine While in Flight: Lessons Learned from the Cockpit of a Practice in Transition [More Info] Brian Hodges, Senior VP, Global Professional Services, Informatica | |
| 9:45 am - 10:45 am | Aqua Salon C | Service Revenue Generation Keynote: The Evolution of the Renewal Specialist in XaaS [More Info] Gerard Frey, VP, North America, Subscription Services, Infor | |
| 9:45 am - 10:45 am | Sapphire A/E | Support Services Keynote: Support’s Identity Crisis [More Info] Aileen Allkins, Corporate Vice President, CSS, Microsoft | |
| 10:45 am - 11:00 am | Foyers | Break | |
| 11:00 am - 12:00 pm | Aqua 300 | Analytics Champions: Transforming the Customer Experience [More Info] Kevin Skerrett, Data Labs Manager, PTC Rex Martin, Chief Architect Advanced Proactive Services, Dell EMC | |
| 11:00 am - 12:00 pm | Sapphire A/E | Converging Knowledge Management: Enabling Enterprise Knowledge Sharing [More Info] John Ragsdale, VP Research, Technology and Social, TSIA David Kay, Principal, DB Kay & Associates Randy Mysliviec, President & CEO, RTM Consulting Phil Verghis, CEO, Klever | |
| 11:00 am - 12:00 pm | Aqua Salon AB | Customer Outcomes: Value-Based Playbooks That Increase Revenue, Adoption, and Advocacy [More Info] Irit Eizips , Chief Executive Officer, CSM Practice David Kocher, Customer Engagement Leader, GE Digital | |
| 11:00 am - 12:00 pm | Aqua Salon C | Customer Success Managers: Building the Pyramid [More Info] Kyle Watts, Senior Manager, Customer Success, Cisco Systems Angel Rogers, Senior Director, Customer Success, ServiceSource | |
| 11:00 am - 12:00 pm | Aqua 310 | How to Scale Expand Selling Across Your Enterprise [More Info] David Caradonna, Global Director, Business Value Consulting, Splunk | |
| 11:00 am - 12:00 pm | Aqua 311 | Knowledge Skills Assessment: Converging the Education and Sales Process [More Info] Brent Casey, Senior Director of America's Sales & Delivery, VMware | |
| 11:00 am - 12:00 pm | Sapphire 410 | Managed Services Led Enterprise-Class Cloud Conversations [More Info] Chris Gaudlip, CTO, Virtustream Infrastructure Managed Services , Dell EMC | |
| 11:00 am - 12:00 pm | Indigo 202 | Managing Millennials by a Millennial [More Info] Mark Adam, Senior Practice Manager, Akamai Technologies | |
| 11:00 am - 12:00 pm | Sapphire 400 | Moving from Product Lines to Customer Solutions [More Info] John Bartlett, Sr. Director, Business Development, Polycom | |
| 11:00 am - 12:00 pm | Aqua Salon F | Operationalizing Data Analytics [More Info] Vele Galovski, VP Research, Field Services, TSIA Roy Dockery, VP, Field Operations, Swisslog Mamali Zarringhalam, SVP, Engineering Services and Customer Support, Nikon Precision | |
| 11:00 am - 12:00 pm | Aqua Salon E | Rapid Service Design or Rapid Service Development and Accelerating Digital Transformation [More Info] John D'Addario, Senior Portfolio Manager, PTC Danny Johnson, Director, VES Product Marketing, Strategic Enterprise Networks, Verizon | |
| 11:00 am - 12:00 pm | Indigo 204 | Software-Defined Data Center Deployment and Enterprise Desktop-as-a-Service (DaaS) Automation [More Info] Chirag Patel, Principal Architect, VMware TJ Vatsa, Principal Architect, VMware | |
| 11:00 am - 12:00 pm | Sapphire I | Support Services Metrics [More Info] Alex van Dijk, Director, Knowledge Enablement, Dell EMC Yuliya Tikhomirova, User Experience and Web Analytics Group Manager, Kaspersky Lab Artem Petukhov, Head of Knowledge Management, Kaspersky Lab | |
| 11:00 am - 12:00 pm | Aqua Salon D | Turning Hardcore Techies into Customer Conversationalists [More Info] Francoise Tourniaire, Founder, FT Works Deeran Peethamparam, Senior Manager, Support Learning Program, Cloudera | |
| 12:00 pm - 2:00 pm | Indigo Ballroom | Lunch in the TSW | EXPO | |
| 1:00 pm - 1:40 pm | Aqua Salon C | Creating a High-Performance Professional Services Organization: Fixing the Processes That Matter [More Info] Mark Robinson, Co-Founder & CMO, Kimble Applications Marc Lacroix, Managing Partner, RTM Consulting | |
| 1:00 pm - 1:40 pm | Aqua Salon E | Maximizing Revenue Opportunities by Bridging Services and Sales [More Info] Danielle Miller, Customer Success Strategist, Miller Heiman Group Barbara Geraghty, Sales Performance Executive, Miller Heiman Group Phill Rosenzweig, Sr. Account Executive, Miller Heiman Group | |
| 1:00 pm - 1:40 pm | Aqua 300 | Modern Resource Management Practices of High-Performing Professional Services Organizations [More Info] Chris Scalia, SVP, Professional Services, Mavenlink | |
| 1:00 pm - 1:40 pm | Aqua Salon D | Operational Innovation to Improve Service and Support Growth: Profiles in Success [More Info] Bharat Chadda, Global Head and SVP, Technology Vertical, Sutherland Shachar Feldman, VP, Services, NICE Systems Tim Rondeau, Senior Director, Player Support, Activision | |
| 1:00 pm - 1:40 pm | Aqua 310 | Reduce Cost of Sales with Education Services Before the Buy [More Info] Larry Kading, VP, Sales Engineering, Changepoint Vasu Desikachary, Business Development Director, ANCILE Solutions | |
| 1:00 pm - 1:40 pm | Aqua Salon AB | Time is Money: Rapidly Scaling to Meet Today’s Revenue Challenge [More Info] David Hwang, VP, Solution Design, ServiceSource Jeff Bailey, VP, Sales, ServiceSource | |
| 2:00 pm - 3:00 pm | Indigo 202 | Community: Customer Experience Evolved [More Info] Brian Oblinger, Vice President of Community & Support, Alteryx Richard Reilly, Director, Field Marketing, Lithium Technologies John Ragsdale, VP Research, Technology and Social, TSIA | |
| 2:00 pm - 3:00 pm | Sapphire E | Expanding Customer Lifetime Value via the Journey to the Cloud [More Info] Shawn Santos, Director, Solution Design, ServiceSource | |
| 2:00 pm - 3:00 pm | Aqua Salon D | From On-Prem to Cloud: The Story Behind Adobe's Transformation and the Positive Impact of Customer Success [More Info] Allison Pickens, Chief Customer Officer, Gainsight Nick Mehta, CEO, Gainsight Katie Hingle, Sr. Director, Consumer and Business Sales Programs, Adobe Systems | |
| 2:00 pm - 3:00 pm | Aqua Salon C | Informatica’s Journey to AI-Powered Self-Service Support [More Info] Jennifer MacIntosh, VP, Customer Success, Coveo Pattabhi Raman, Associate Director, Global Support Infrastructure, Informatica | |
| 2:00 pm - 3:00 pm | Aqua Salon AB | Leveraging Technology to Drive Success in Ever-Evolving Companies [More Info] Austin Rohr, Product Strategy Manager, FinancialForce Alex Morgan, Director of Operations, Global Services, QuintilesIMS | |
| 2:00 pm - 3:00 pm | Indigo 204 | Searching for Consulting Nirvana: Logic’s Quest for the Ultimate Professional Services Team Culture [More Info] Karla Borgendale, Director of Talent Management, Logic Information Systems Shane Anastasi, CEO and Founder, PS Principles | |
| 2:00 pm - 3:00 pm | Sapphire A | The Art and Science of Customer Engagement [More Info] Akhil Talwar, Senior Product Manager, LogMeIn Steve Leven, Project Specialist, Frontier Communications | |
| 2:00 pm - 3:00 pm | Sapphire I | Your Clients Are Speaking to You: Tools and Techniques For Proactive Listening And Actionable Insights [More Info] Jessica Chapin, Knowledge Base Content Administrator, 8x8 Leah Clark, Director of Customer Success, Inbenta | |
| 3:00 pm - 3:15 pm | Foyers | Break | |
| 3:15 pm - 4:00 pm | Sapphire A | Adapting Resource Management to the World of Converged Services [More Info] Bo Di Muccio, VP Research, Professional Services, TSIA Randy Mysliviec, President & CEO, RTM Consulting Marty Grosh, VP, Professional and Managed Services, Compugen Brian Hodges, Senior VP, Global Professional Services, Informatica Mark Robinson, Co-Founder & CMO, Kimble Applications | |
| 3:15 pm - 4:00 pm | Sapphire M | Building the Ultimate Customer Portal [More Info] Judith Platz, VP Research, Support Services, TSIA Oliver Allabauer, VP, Support, Tricentis Jim Roth, VP, Support Operations, Dell EMC David Dibert, AVP, Global Support, BroadSoft | |
| 3:15 pm - 4:00 pm | Sapphire E | Extreme Automation Panel: A Day In the Life of Field Service Organizations [More Info] Vele Galovski, VP Research, Field Services, TSIA Michael Prokopis, VP, Strategy & Innovation, OnProcess Technologies Marieke Wijtkamp, VP, Marketing and Client Services, Librestream Lubor Ptacek, VP, Product Marketing, Service Max | |
| 3:15 pm - 4:00 pm | Sapphire 400 | 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 Andrew Krainin, Senior Director, Technical Services Strategy & Operations, Cisco Systems Claire Shields, VP, Client Services, Verizon Enterprise Solutions | |
| 3:15 pm - 4:00 pm | Indigo 204 | Premium Offers that Contribute to Revenue Growth and Successful Customers [More Info] Julia Stegman, VP Research, Service Revenue Generation, TSIA Pamela Morgan, Director, Services Marketing, Ciena Mike O’Donoghue, Sr. Manager, Global Services Marketing, Dell EMC Michael Stamler, Sr. Director, Premium Support, Autodesk | |
| 3:15 pm - 4:00 pm | Aqua Salon D | Progressing Down the Transformational Change Path [More Info] Tom Pridham, SVP & GM, TSIA Ashley Haynes-Gaspar, Vice President & General Manager, Global Support, GE Digital Joel Hofman, Global VP, Professional Services & Technical Education, Riverbed Technology Gary Grecsek, VP & GM, Global OneSource® Laboratory Services, PerkinElmer | |
| 3:15 pm - 4:00 pm | Sapphire I | Social Impacts to the Customer Experience [More Info] John Ragsdale, VP Research, Technology and Social, TSIA David Kay, Principal, DB Kay & Associates Phil Verghis, CEO, Klever Francoise Tourniaire, Founder, FT Works | |
| 3:15 pm - 4:00 pm | Indigo 202 | The Role of Education Services in Customer Success: Navigating Unchartered Waters [More Info] Maria Manning-Chapman, VP Research, Education Services, TSIA David Kocher, Customer Engagement Leader, GE Digital Teresa Lubeck, Manager of Education Services for Customer Success, Cisco Systems Jennifer Healy, Director, Education Product Management, GE Digital Terena King-Campagna, Global Director, Education Services, Ciena | |
| 3:15 pm - 4:00 pm | Aqua Salon AB | TSIA Expert Panel: Building the Managed Services Delivery Platform [More Info] George Humphrey, VP Research, Managed Services, TSIA Peter Flynn, SVP, Global Cloud Managed Services, Axway Rob Freeborn, VP, Managed Solutions, Optanix Dan Hedstrom, VP, System Solutions and Services, Cubic Transportation Systems | |
| 3:15 pm - 4:00 pm | Aqua Salon C | TSIA Expert Panel: High-Touch and Low-Touch CSM Models [More Info] Phil Nanus, VP Research, Customer Success, TSIA Dayton Semerjian, General Manager, Global Customer Success, CA Technologies Mary-Beth Donovan, VP, Success Management, PTC Chris Bates, VP, Customer Success, Tableau Software | |
| 4:00 pm - 4:15 pm | Foyers | Break | |
| 4:15 pm - 5:15 pm | Indigo 202 | Adding Subscription Services to a Project-Focused Services Practice [More Info] Mark Hattersley, Global Practice Lead, Bentley Systems Barbara Reisenwitz, Director, Services Operations, Bentley Systems | |
| 4:15 pm - 5:15 pm | Aqua Salon AB | Case to Lead: Capturing Sales Leads from Support Interactions [More Info] Ashley Crane, Regional Director, Software Support, Pitney Bowes Michael McLasky, Regional Director, Software Support, Pitney Bowes | |
| 4:15 pm - 5:15 pm | Sapphire M | Customer Success: Vision to Execution [More Info] Satabhish Aeka, Chief Architect , Cisco Systems | |
| 4:15 pm - 5:15 pm | Sapphire A | Extreme Metrics: Driving the KCS℠ Transformation with Data [More Info] David Kay, Principal, DB Kay & Associates Susan Verona, KCS Program Manager, Extreme Networks Kieran Wright, Services Business Analyst, Extreme Networks | |
| 4:15 pm - 5:15 pm | Aqua Salon C | Fostering Self-Service Success Through Data-Driven Approach [More Info] Pattabhi Raman, Associate Director, Global Support Infrastructure, Informatica | |
| 4:15 pm - 5:15 pm | Aqua 300 | Is SaaS the Death of the Education P&L? [More Info] Peter Broderick, VP, Global Customer Enablement, Kronos | |
| 4:15 pm - 5:15 pm | Sapphire 400 | Leveraging Your Services Delivery Team for Growth and Outcomes [More Info] Kyle Andrews, Founding Partner, Pretium Partners John Wagner, VP, Field Service Americas, Intuitive Surgical | |
| 4:15 pm - 5:15 pm | Aqua Salon E | Managed Services Portfolio Management: Identifying and Defining the Right Growth Plays to Grow Revenue [More Info] Eric Pelander, Managing Director, Waterstone Management Group Abbe Mahaffey, Director, Managed Services Americas, Diebold | |
| 4:15 pm - 5:15 pm | Indigo 204 | Monetizing a Bird's-Eye View: Delivering Recurring Professional Services Revenue Through Analytics [More Info] Brian Ruffner, Sr. Advisor, Services Product Line Management, Ciena Pamela Morgan, Director, Services Marketing, Ciena Marc-Antoine de Santis, Global Network Evolution Leader, Network Transformation Solutions, Ciena | |
| 4:15 pm - 5:15 pm | Aqua 310 | Moving to Security-as-a-Service: Lessons From Making the Transition at Symantec [More Info] Wasi Wahid, Sr. Director, Commercial Strategy and Operations, Symantec | |
| 4:15 pm - 5:15 pm | Sapphire 410 | Support and Customer Success in Digital Transformation [More Info] Jens Bernotat, Global Vice President Support Portfolio, SAP Digital Business Services, SAP | |
| 4:15 pm - 5:15 pm | Aqua Salon D | Value-Focused Support in the Integrated Customer Management Model [More Info] Jason Summers, Senior Director, Customer Support, Coupa Software | |
| 4:15 pm - 5:15 pm | Sapphire E | Workforce Management in Field Services: Trends and Best Practices [More Info] Vele Galovski, VP Research, Field Services, TSIA Randy Mysliviec, President & CEO, RTM Consulting Gary Holforty, VP, Global Technical Support, Pitney Bowes Randy Rothrock, Sr. Director, Global Services, Hitachi Data Systems | |
| 5:15 pm - 6:30 pm | Indigo Ballroom | Reception in the TSW | EXPO [More Info] | |
| 6:45 pm - 10:30 pm | Western Metals Building at Petco Park | Networking Event @ Petco Park - Padres vs. Rockies (additional fee - $50) [More Info] | |
| 05/03/2017 | |||
| 6:00 am - 7:00 am | Sapphire 400 | Zen as a Service Yoga [More Info] | |
| 7:00 am - 8:30 am | Sapphire Foyer | Grab-and-Go Coffee and Bites | |
| 7:00 am - 2:00 pm | Indigo Terrace Foyer | Registration and Information | |
| 8:30 am - 9:30 am | Sapphire Ballroom | Keynote Panel: The Current and Potential State of Sales and Services Convergence [More Info] J.B. Wood, President & CEO, TSIA Martin Dove, SVP, Managed Services, Dimension Data David McKenney, VP, Sales - Americas, Bentley Systems John Scipio, Director, Strategic Services & Operations, TeleTracking Technologies Steve Frost, VP Research, Expand Selling, TSIA Phil Nanus, VP Research, Customer Success, TSIA | |
| 9:30 am - 10:00 am | Indigo Ballroom | Break in the TSW | EXPO | |
| 10:00 am - 11:00 am | Sapphire I | Blurring the Lines: Recruiting and Training Services Staff Members as One Big Family [More Info] Francoise Tourniaire, Founder, FT Works Allison Muraski, Program Manager, OSIsoft | |
| 10:00 am - 11:00 am | Aqua 300 | From Lead Generation to Organizational Alignment: The Customer Growth Journey [More Info] Yves-Marie Le Bay, Worldwide Director, Lead the Deal, Hewlett Packard Enterprise Steve Reasner, President, LIFTinnovate | |
| 10:00 am - 11:00 am | Aqua Salon AB | Grow Recurring Revenues by Re-architecting Your Channel Partner Programs and Customer Engagement Process [More Info] Pasquale Gallifuoco, Founder, VMI Collective Andreas Gast, Founder, enValu | |
| 10:00 am - 11:00 am | Sapphire E | Grow Service Revenues Through Microservices and Portfolio Transformation [More Info] John D'Addario, Senior Portfolio Manager, PTC Nupur Thakur, Senior Director, Offer Management, Motorola Solutions | |
| 10:00 am - 11:00 am | Aqua Salon D | Leaders In Action: Development of a Best Practices Program for Support Managers [More Info] Ashley Crane, Regional Director, Software Support, Pitney Bowes Michael McLasky, Regional Director, Software Support, Pitney Bowes | |
| 10:00 am - 11:00 am | Indigo 202 | Offer Insights From Experts on Managed and Cloud Solutions [More Info] Tom Gittins, Senior Director, Cloud Portfolio Management, JDA Software Wade Rosado, Analytics Director, Cubic Transportation Systems | |
| 10:00 am - 11:00 am | Sapphire 400 | Optimizing Customer Processes with Smart, Connected Products [More Info] Harald Kopp, Director Research, Industrial Services, TSIA Chris Sullivan, Sr. Director, Global Service Planning, Hitachi Data Systems David Bisciotti, VP, Customer Support, Varian Medical Systems | |
| 10:00 am - 11:00 am | Sapphire A | Optimizing the Customer Success and Professional Services Handshake [More Info] Jessica Osborn, Director, Onboarding and Adoption, Blackbaud Christina Luna, Director, Customer Success Operations, JDA Software Paul Fox, Director, Customer Success, JDA Software | |
| 10:00 am - 11:00 am | Sapphire M | Partnering Between Support and Customer Success [More Info] Laura McCarty, Sr. Director, Cisco Services, Cisco Systems Scott Rouse, Sr. Director, Customer Solutions, Acquia | |
| 10:00 am - 11:00 am | Indigo 204 | Performance Support: Meeting the Needs of Users, All Day, Every Day [More Info] Mal Poulin, Sr. Director, Product Strategy, ANCILE Solutions Scott Miller, Director, Global Education Services, Portfolio Management, Siemens PLM Solutions | |
| 10:00 am - 11:00 am | Aqua Salon C | Proactive Support [More Info] Ryan Schutt, Sr. Manager, Support Automation, Symantec Ralph Blood, Sr. Director, Business Operations, Symantec Kevin Skerrett, Data Labs Manager, PTC | |
| 10:00 am - 12:30 pm | Indigo Ballroom | TSW | EXPO - Final Opportunity [More Info] | |
| 11:00 am - 11:15 am | Foyers | Break | |
| 11:15 am - 12:15 pm | Aqua Salon AB | Data Protection as an Enabler of Digital Services and Business Transformation [More Info] Judy Barron, Director, Technical Services – Services Data Protection, Cisco Systems Paul Chiswell, Senior Director, Customer Assurance, Cisco Systems | |
| 11:15 am - 12:15 pm | Aqua 300 | Expand Selling with Channel Partners [More Info] Steve Frost, VP Research, Expand Selling, TSIA Martin Dove, SVP, Managed Services, Dimension Data | |
| 11:15 am - 12:15 pm | Aqua Salon C | Finally! An Open, Modern, Metrics Standard [More Info] Phil Verghis, CEO, Klever Judith Platz, VP Research, Support Services, TSIA Jeff Lyles, Sr. Manager, Services Delivery, Hitachi Data Systems | |
| 11:15 am - 12:15 pm | Sapphire M | From On-Prem to Cloud: A Customer Success Playbook for SaaS Providers [More Info] David Marler, VP, Customer Success, RingCentral | |
| 11:15 am - 12:15 pm | Sapphire A | Improve Customer Outcomes with Social Listening Advanced Analytics [More Info] David Bohl, Director, Global Services Delivery Social Media Support, Dell EMC | |
| 11:15 am - 12:15 pm | Indigo 204 | Information Convergence: Shifting Focus from Authorship to Consumption in an Agile Environment [More Info] Tina MacVeigh, VP, Global Education, CA Technologies | |
| 11:15 am - 12:15 pm | Sapphire 410 | Marketing Outcome-Based Services in the Age of Digital Transformation [More Info] Fred Isbell, Senior Director, SAP Digital Business Services Marketing, SAP | |
| 11:15 am - 12:15 pm | Sapphire E | Selling Non-Transactional Consulting Services: What’s Different? [More Info] Kyle Andrews, Founding Partner, Pretium Partners Bo Di Muccio, VP Research, Professional Services, TSIA | |
| 11:15 am - 12:15 pm | Aqua Salon E | Spares Planning Throughout the Product Lifecycle [More Info] Ram Pai, Global Service Supply Chain Manager, BD Life Sciences | |
| 11:15 am - 12:15 pm | Sapphire I | The Predictable Dollar [More Info] Xavier Heyvaert, Portfolio Manager, Consulting Services, Marketing, SWIFT SCRL | |
| 11:15 am - 12:15 pm | Indigo 202 | What Does a Successful Managed Services Salesperson Look Like? [More Info] Bill Hall, Partner, Pretium Partners George Humphrey, VP Research, Managed Services, TSIA | |
| 12:30 pm - 2:00 pm | Sapphire Ballroom | Closing Networking Lunch and Keynote: How to Leverage Your Front-Line Teams to Drive Services Convergence [More Info] Deborah Perry Piscione, Bestselling Innovation Author and Entrepreneur | |
