05/07/2018 | |||
7:00 am - 6:00 pm | Palm Foyer, 2nd Level | Registration and Information | |
9:30 am - 10:00 am | Gaslamp A-D, 2nd Level | Initiative Alignment with TSIA Outcome Chains: How to Leverage TSIA for Overcoming Critical Business Challenges [More Info] Patrick Carmitchel, VP, Product Management, TSIA | |
10:15 am - 11:30 am | Gaslamp A-D, 2nd Level | TSIA Outcome Chains Product Training: Team Workshop [More Info] Cindy Lin, Product Manager, TSIA | |
11:30 am - 1:30 pm | Harbor C, 2nd Level | Customer Success Meeting with Lunch (Open to Vice Presidents and Above) [More Info] Phil Nanus, VP , Customer Success Research, TSIA Paul Bernstein, CEO, LIFTinnovate Jared Raftery, Manager, Global Partner Enablement, Cisco Systems Rich Singley, Global Leader, Collaboration Customer Success, Cisco Systems Jason Gallo, Sr. Director, Enterprise Networking & Service Provider Networking, Global Partner Org., Cisco Systems | |
11:30 am - 1:30 pm | Harbor D, 2nd Level | Education Services Meeting with Lunch (Open to Vice Presidents and Above) [More Info] Maria Manning-Chapman, VP, Education Services Research, TSIA Jan Meyer, VP, Global Head of Digital Learning Solutions & Product Knowledge Portfolio, SAP Jim Meikle, Director, Development and Delivery, Learning Services, Mentor, A Siemens Business | |
11:30 am - 1:30 pm | Harbor E, 2nd Level | Expand Selling Meeting with Lunch (Open to Vice Presidents and Above) [More Info] Steve Frost, VP, Expand Selling Research, TSIA Martin Dove, VP, Subscription Sales Research, TSIA | |
11:30 am - 1:30 pm | Harbor F, 2nd Level | Field Services Meeting with Lunch (Open to Vice Presidents and Above) [More Info] Vele Galovski, VP, Field Services Research, TSIA | |
11:30 am - 1:30 pm | Harbor I, 2nd Level | Managed Services Meeting with Lunch (Open to Vice Presidents and Above) [More Info] George Humphrey, VP, Managed Services Research, TSIA Jeff Connolly, Sr. Director, Managed Services Research, TSIA | |
11:30 am - 1:30 pm | Harbor G, 2nd Level | Professional Services Meeting with Lunch (Open to Vice Presidents and Above) [More Info] Bo Di Muccio, Distinguished VP, Professional Services Research, TSIA David Young, Director, Professional Services Research & Operational Best Practices, TSIA | |
11:30 am - 1:30 pm | Harbor B, 2nd Level | Service Revenue Generation Meeting with Lunch (Open to Vice Presidents and Above) [More Info] Julia Stegman, VP, Service Revenue Generation Research, TSIA Katie Bianchi, VP, Global Support and Renewals, Splunk Jodie Paxton, Sr. Director, Service Revenue Generation Research, TSIA | |
11:30 am - 1:30 pm | Harbor H, 2nd Level | Support Services Meeting with Lunch (Open to Vice Presidents and Above) [More Info] Judith Platz, VP, Support Services Research, TSIA Kimberly Meek, VP, Support, SAP Jamie Bridwell, VP and Chief Customer Officer, Support Delivery, SAP | |
11:45 am - 12:30 pm | Grand Hall, Lobby Level | Pre-Conference Keynote: Navigating The Brave New World of Microtransactions [More Info] John Ragsdale, Distinguished VP, Service Technology Research, TSIA | |
12:00 pm - 1:45 pm | Seaport Ballroom, 2nd Level | TSW | EXPO Preview and Lunch [More Info] | |
1:15 pm - 1:30 pm | Harbor A, 2nd Level | All About TSIA [More Info] Diane Brundage, VP, Membership Development, TSIA | |
1:30 pm - 1:45 pm | Harbor A, 2nd Level | Making the Most of Your TSW Conference Experience [More Info] Diane Brundage, VP, Membership Development, TSIA | |
2:00 pm - 3:00 pm | Grand Hall, Lobby Level | Keynote: Clarifying Success in a Blurry World [More Info] Thomas Lah, Executive Director, TSIA | |
3:00 pm - 3:45 pm | Grand Hall, Lobby Level | Keynote: The Genesys Effect [More Info] Lucy Norris, EVP, Customer Success, Genesys Telecommunications Laboratories | |
3:45 pm - 4:00 pm | Grand Hall, Lobby Level | TSIA Announcements [More Info] | |
4:00 pm - 4:15 pm | Harbor Foyer, 2nd Level | Refreshment Break | |
4:15 pm - 5:15 pm | Harbor G, 2nd Level | Benchmarking PS in the Sales Motion [More Info] Bo Di Muccio, Distinguished VP, Professional Services Research, TSIA David Young, Director, Professional Services Research & Operational Best Practices, TSIA | |
4:15 pm - 5:15 pm | Harbor B, 2nd Level | Collaborative Design Process for Customer Success Services [More Info] Julia Stegman, VP, Service Revenue Generation Research, TSIA | |
4:15 pm - 5:15 pm | Harbor I, 2nd Level | Creating the Infrastructure for Profitable PS Microtransactions [More Info] John Ragsdale, Distinguished VP, Service Technology Research, TSIA James Cramer, Founder and Co-CEO, Zimit Mike Psenka, President and CEO, Moovila James Droskoski, Co-Founder, WorkRails | |
4:15 pm - 5:15 pm | Gaslamp A-D, 2nd Level | Customer Success and Sales: Creating LAER Efficiency [More Info] Phil Nanus, VP , Customer Success Research, TSIA | |
4:15 pm - 5:15 pm | Harbor C, 2nd Level | Navigating Transformational Waters and Strategies to Accelerate Outcomes [More Info] Tom Pridham, SVP and GM, TSIA Jeff Peterson, Senior Director, Business Applications (Dynamics365), Microsoft John Andrews, Chief Product Officer, Dimension Data Katie Bianchi, VP, Global Support and Renewals, Splunk | |
4:15 pm - 5:15 pm | Harbor F, 2nd Level | Need "Trusted Advisors" to Sell Services? Look to Your Field Service Engineers [More Info] Vele Galovski, VP, Field Services Research, TSIA | |
4:15 pm - 5:15 pm | Harbor A, 2nd Level | Selling Managed Services: The Ultimate Blend of Sales and Services [More Info] George Humphrey, VP, Managed Services Research, TSIA | |
4:15 pm - 5:15 pm | Harbor H, 2nd Level | Support Services: Creating the Differentiated Support Experience Customers Now Expect [More Info] Judith Platz, VP, Support Services Research, TSIA | |
4:15 pm - 5:15 pm | Harbor D, 2nd Level | Video: The Swiss Army Knife [More Info] Maria Manning-Chapman, VP, Education Services Research, TSIA | |
4:15 pm - 5:15 pm | Harbor E, 2nd Level | What Services Teams Can, Should, and Shouldn’t Do In Selling [More Info] Steve Frost, VP, Expand Selling Research, TSIA | |
5:15 pm - 7:15 pm | Seaport Ballroom, 2nd Level | Welcome Reception in the TSW | EXPO [More Info] | |
05/08/2018 | |||
6:00 am - 7:00 am | The Marina Courtyard, Outside the Manchester Grand Hyatt | Fitness Event: 5K on the Bay [More Info] | |
7:00 am - 8:15 am | Harbor I, 2nd Level | Women in Services Power Breakfast (additional fee) [More Info] Diane Brundage, VP, Membership Development, TSIA Leigh Tangretti, Global VP, Customer Support, SAP Ariba Silvana Torik, Sr. Director, Strategy & Operations, VMware Lucy Norris, EVP, Customer Success, Genesys Telecommunications Laboratories Katie Bianchi, VP, Global Support and Renewals, Splunk Chris Barmeier, Director, Strategic Services, Keysight Technologies | |
7:00 am - 8:30 am | Harbor & Seaport Foyers, 2nd Level | Grab-and-Go Coffee and Bites | |
7:00 am - 6:00 pm | Palm Foyer, 2nd Level | Registration and Information | |
7:00 am - 7:00 pm | Palm Foyer, 2nd Level | Corporate Headshot Station [More Info] | |
8:30 am - 9:15 am | Grand Hall, Lobby Level | Keynote: Making a Million Dreams Come True [More Info] Muammer Yilmaz, Author and Film Maker, Optimistic Traveler Milan Bihlmann, Author and Film Maker, Optimistic Traveler | |
9:15 am - 9:45 am | Grand Hall, Lobby Level | Keynote: Heart of Darkness: A Service Leader's 3-year Journey as VP of Sales [More Info] Charles Matthews, VP, Network Growth Strategy, Alcatel-Lucent Enterprise | |
9:30 am - 6:45 pm | Seaport Ballroom, 2nd Level | TSW | EXPO Open | |
9:45 am - 10:00 am | Harbor Foyer, 2nd Level | Refreshment Break | |
10:00 am - 11:00 am | Harbor H, 2nd Level | Customer Success Keynote: Industrial-Grade Outcomes in a Digital Age: Aligning Sales and Customer Success [More Info] Dave Kocher, VP, Customer Success, GE Digital John Insko, VP, Sales, GE Digital | |
10:00 am - 11:00 am | Harbor C, 2nd Level | Education Services Keynote: Show Me the Value: Education Through Accelerated Value Services [More Info] Jill Griffin, Project Manager/Customer Advocate, Cisco Systems | |
10:00 am - 11:00 am | Harbor E, 2nd Level | Expand Selling Keynote: Drive Customer Growth Through A State-of-the-Art Partnership Between Customer Success and Sales [More Info] David Caradonna, Senior Director, Global Business Value Consulting, Splunk | |
10:00 am - 11:00 am | Harbor D, 2nd Level | Field Services Keynote: Cashing In On Big Data to Enable Workforce Engagement and Customer Value [More Info] Michael Massey, VP & General Manager of Americas Services, Diebold Nixdorf | |
10:00 am - 11:00 am | Harbor B, 2nd Level | Managed Services Keynote: Getting Services to Market Predictably and Rapidly: A Business Transformation [More Info] John Andrews, Chief Product Officer, Dimension Data | |
10:00 am - 11:00 am | Harbor G, 2nd Level | Professional Services Keynote: Embracing the Blur: Riverbed’s Transformation Journey of Sales and Services [More Info] Joel Hofman, VP, Global Professional Services & Technical Education, Riverbed Technology | |
10:00 am - 11:00 am | Harbor A, 2nd Level | Service Revenue Generation Keynote: The Renewal Charter in the Age of Customer Success [More Info] Julia Stegman, VP, Service Revenue Generation Research, TSIA John Smolinski, SVP, Global Subscription Services & Global License Management, Infor Joe Bowers, WW Director, Support Sales & Inside Sales, Mentor Graphics Daniel Timmer, Head of Maintenance Business – EMEA Region, Micro Focus International | |
10:00 am - 11:00 am | Grand Hall, Lobby Level | Support Services Keynote: Transforming Support for the Cognitive Era [More Info] Bob McDonald, VP, IBM Support Transformation and Training, IBM | |
11:00 am - 11:15 am | No location | Moving Break | |
11:15 am - 12:00 pm | Gaslamp A-D, 2nd Level | Accelerating Sales at Cisco with Service Analytics [More Info] Carl Rothman, Engagement Manager, Cisco Systems | |
11:15 am - 12:00 pm | Cortez Hill A-C, 3rd Level | DaaS for Channel: The Ability to Simply and Effectively Configure, Price, and Quote [More Info] Roger Farnsworth, Global Lead, DaaS Offer Management, HP | |
11:15 am - 12:00 pm | Harbor B, 2nd Level | Finally! An Open, Modern, Metrics Standard [More Info] Phil Verghis, CEO and Co-Founder, Klever Insight Judith Platz, VP, Support Services Research, TSIA | |
11:15 am - 12:00 pm | Harbor D, 2nd Level | Holding Channel Partners Accountable for Improving Renewal Rates [More Info] Don Jones, Program Director, Infor Subscription Services, Infor | |
11:15 am - 12:00 pm | Harbor F, 2nd Level | How Sales and Services Partner during Pre-Sales to Achieve Adoption and Outcomes [More Info] Alistair Lowe-Norris, Global Director, Microsoft | |
11:15 am - 12:00 pm | Harbor E, 2nd Level | IiOT: Transforming Industrial Services Business [More Info] Govindaprasad Sundararajan, Global Business Director, Rockwell Automation | |
11:15 am - 12:00 pm | Harbor G, 2nd Level | Monetizing Customer Success Offerings and Delivering Success Plans [More Info] Mary-Beth Donovan, VP, Customer Success Management, PTC John D'Addario, Director, Customer Success Portfolio, PTC | |
11:15 am - 12:00 pm | Harbor I, 2nd Level | Project Flexibility Methodologies Enabling Professional Services As An Innovation Engine [More Info] Valentine Matula, VP, Emerging Products & Technology, Avaya | |
11:15 am - 12:00 pm | Harbor H, 2nd Level | Re-Engineering the Role of Professional Service Inside of the Sales Motion [More Info] Carlos Granda, SVP, Global Customer Success, SAP | |
11:15 am - 12:00 pm | Old Town AB, 2nd Level | Supercharge Your Education Business with Customer Success Best Practices [More Info] Michael Harnum, CEO, ESG | |
11:15 am - 12:00 pm | Harbor C, 2nd Level | The Roadmap to Deliver Outcomes for Hardware and Industrial Equipment Manufacturers [More Info] Harald Kopp, Director, Industrial Services Research, TSIA Gary Grecsek, VP/GM, PerkinElmer Global OneSource Laboratory Services, PerkinElmer Health Sciences Johan Claassen, VP, Lifecycle Services Operations, Emerson Automation Solutions Neal Hatton, Director, Global Customer Support, AVEVA Group | |
11:15 am - 12:00 pm | Harbor A, 2nd Level | The Unlikely Partner: How Marketing Can Spark Self-Service and Feature Adoption [More Info] Sarah Mebane, Sr. Knowledge Analyst, nCino | |
12:00 pm - 2:00 pm | Harbor & Seaport Foyers, 2nd Level | Lunch [More Info] | |
12:00 pm - 2:00 pm | Seaport Ballroom, 2nd Level | TSW | EXPO Visitation | |
12:15 pm - 12:55 pm | Harbor B, 2nd Level | LogMeIn Case Study: Achieving Harmony Between Bots & Agents [More Info] Akhil Talwar, Sr. Product Manager, LogMeIn Don Curenton, Accenture | |
12:15 pm - 12:55 pm | Harbor D, 2nd Level | Mavenlink Case Study: How Honeywell is Transforming for High-Performance in the New Era of PS Delivery [More Info] Chris Scalia, SVP, Professional Services, Mavenlink Jeff Thorsen, Sr. Director, Professional Services, Honeywell Workflow Solutions | |
12:15 pm - 12:55 pm | Harbor A, 2nd Level | OnProcess Case Study: Learn How a F500 Leader Used a Variable Field Labor Model to Deliver Exceptional Service at Low Cost [More Info] Sarah Hatfield, VP, Product Management & Client Solutions, OnProcess Technology | |
12:15 pm - 12:55 pm | Harbor C, 2nd Level | PS Principles Case Study: Journey Selling: An Approach to Bringing Down the Wall Between Sales and Services [More Info] Shane Anastasi, CEO and Founder, PS Principles | |
12:15 pm - 12:55 pm | Harbor E, 2nd Level | ServiceSource Case Study: Customer Success Managers Should Be Selling! [More Info] Tony Brucha, VP Customer Success, ServiceSource | |
1:05 pm - 1:45 pm | Harbor D, 2nd Level | ANCILE Solutions Case Study: User Adoption is Where It’s At [More Info] Mal Poulin, VP Strategy, ANCILE Solutions | |
1:05 pm - 1:45 pm | Harbor C, 2nd Level | Coveo Case Study: Creating Relevant Support Moments that Create Customers for Life at Salesforce [More Info] Jennifer MacIntosh, VP of Customer Success, Coveo Andre Robitaille, Sr. Principal Success Specialist, Salesforce | |
1:05 pm - 1:45 pm | Harbor A, 2nd Level | Gainsight Solution Showcase [More Info] Shelley Allen, Customer Success Director, Ceridian Ashvin Vaidyanathan, VP, Customer Success, Gainsight | |
1:05 pm - 1:45 pm | Harbor B, 2nd Level | Kimble Applications Case Study: When It Comes to Driving Change, You Have to Be “All In” [More Info] Rob Garner, ex CEO, Tribal Group Mark Robinson, Co-Founder and CMO, Kimble Applications Marc Lacroix, Managing Partner, RTM Consulting | |
1:05 pm - 1:45 pm | Harbor E, 2nd Level | Sutherland Case Study: Easy is Hard: Influencing Customer Emotions and Reducing Efforts to Drive Greater Loyalty [More Info] Ratul Sengupta, Vice President, Technology Vertical, Sutherland Deborah Alvord, Director, Customer Experience, Services, Lenovo | |
2:00 pm - 2:45 pm | Harbor F, 2nd Level | Beyond Response Time and SLA Compliance: Building the Foundation for Adoption [More Info] Vele Galovski, VP, Field Services Research, TSIA Randy Mysliviec, President and CEO, RTM Consulting Pierre Malboeuf, Director, Imaging Field Service, Hologic Michael Massey, VP & General Manager of Americas Services, Diebold Nixdorf | |
2:00 pm - 2:45 pm | Gaslamp A-D, 2nd Level | Cubic’s Journey from a Product Provider Towards a System Integrator and a Managed Services Provider [More Info] Min Wei, SVP, Operations, Cubic Transportation Systems | |
2:00 pm - 2:45 pm | Harbor E, 2nd Level | Customer Engagement: What’s the Secret? [More Info] Maria Manning-Chapman, VP, Education Services Research, TSIA Sanjeev Kumar, Solution Architect - Education, VMware Nathan Nyvall, Director, Enterprise Solutions, Knowledge Services & Delivery, Kinaxis Alexander Ziegler, Program Director, Business Development Training and Skills, IBM | |
2:00 pm - 2:45 pm | Harbor G, 2nd Level | Customer Satisfaction and Loyalty: Two Companies, Two Journeys, Amazing Results [More Info] Judith Platz, VP, Support Services Research, TSIA Rene Cordova, Manager, Global Customer Care, Deltek Karen Fishwick, Client Advocate and NPS Czar, Business Analytics, IBM Alex Gorman, Program Director, Support Strategy, IBM | |
2:00 pm - 2:45 pm | Harbor B, 2nd Level | How a Culture of Knowledge Sharing Enables the New Support Employee [More Info] John Ragsdale, Distinguished VP, Service Technology Research, TSIA Phil Verghis, CEO and Co-Founder, Klever Insight | |
2:00 pm - 2:45 pm | Harbor D, 2nd Level | Innovative Engagement Models for Customer Growth [More Info] Steve Frost, VP, Expand Selling Research, TSIA Henrik Frydenlund Rosthøj, Global Engagement Director, SimCorp John Scipio, Executive Director, Professional Services, TeleTracking Technologies Mark Pyper, Strategic Programs Manager, HP | |
2:00 pm - 2:45 pm | Harbor C, 2nd Level | Managed XaaS - The Product Offering: Who Gets Primary Custody and Who Gets Visitation Rights? (Workout) [More Info] George Humphrey, VP, Managed Services Research, TSIA Jeff Connolly, Sr. Director, Managed Services Research, TSIA Laura Fay, VP, XaaS Product Management Research, TSIA Patrick Carmitchel, VP, Product Management, TSIA | |
2:00 pm - 2:45 pm | Harbor A, 2nd Level | One Size Does Not Fit All [More Info] Jodie Paxton, Sr. Director, Service Revenue Generation Research, TSIA Jens Bernotat, Global VP, Support Portfolio, SAP Neal Boxall, Portfolio Manager, Micro Focus International Stacey Leuzze, Director, Support Product Management, VMware | |
2:00 pm - 2:45 pm | Harbor H, 2nd Level | Successfully Blending PS and Sales: Tips, Tricks and Best Practices from the Industry [More Info] Bo Di Muccio, Distinguished VP, Professional Services Research, TSIA Caralyn Brace, VP, Advanced Services Partner Evolution & Market Development, Cisco Systems Jonathan Nikols, Global Head of DaaS, Hewlett-Packard Enterprise Chris Scalia, SVP, Professional Services, Mavenlink Greg Marchwinski, VP, Professional Services, Palo Alto Networks | |
2:00 pm - 2:45 pm | Harbor I, 2nd Level | What Are Partners Expecting from OEMs When It Comes to Customer Success? [More Info] Phil Nanus, VP , Customer Success Research, TSIA Steve Reasner, President, LIFTinnovate Andrea Grant, Sr. Manager, Technology Adoption, Verizon Enterprise Solutions Dilip Kumar, COO, Group Services, Dimension Data | |
2:45 pm - 3:00 pm | No location | Moving Break | |
3:00 pm - 3:40 pm | Harbor D, 2nd Level | Bolstra Case Study: Monetizing Customer Success: Bolstra and Coveo Team up for a Real Life Case Study [More Info] Haresh Gangwani, CEO, Bolstra Jennifer MacIntosh, VP of Customer Success, Coveo | |
3:00 pm - 3:40 pm | Harbor C, 2nd Level | CSS Corp Case Study: Reimagining Customer Experiences through Digital Support [More Info] Sharath Babu Gadde, Director, CSS Corp Joshua Simon, Sr. Director, Aruba Worldwide TAC, Aruba | |
3:00 pm - 3:40 pm | Harbor B, 2nd Level | FinancialForce Case Study: Driving Growth by Enabling Optimal Sales Through Service Experiences [More Info] John Ragsdale, Distinguished VP, Service Technology Research, TSIA Austin Rohr, Product Strategy Manager, PSA, FinancialForce Adam Jones, Advanced Planning & Innovation Lead, Hewlett-Packard Enterprise | |
3:00 pm - 3:40 pm | Harbor E, 2nd Level | KeyedIn Case Study: Analytics that Predict Success for Professional Services Teams [More Info] Chris Ryba, PMP, Director, Professional Services, Virtual Hold Technology Tim Short, VP, Services North America, KeyedIn Shawn Dickerson, Sr. Director, Marketing, KeyedIn Solutions | |
3:00 pm - 3:40 pm | Harbor I, 2nd Level | Klever Insight Case Study: A Data-Driven Way to Know the Smartest Next Strategic Thing to Do [More Info] Phil Verghis, CEO and Co-Founder, Klever Insight Amanjit Sandhu, Director, Customer Success, JDA Software | |
3:00 pm - 3:40 pm | Harbor G, 2nd Level | Lithium Case Study: Community: Driving Differentiation and Customer Experience Through Shared Value [More Info] Brian Oblinger, VP, Global Community, Alteryx Caroline Johnson, Field Marketing Manager, Lithium | |
3:00 pm - 3:40 pm | Harbor H, 2nd Level | Miller Heiman Group Case Study: Breaking Down Silos Between Service & Sales [More Info] Karen Allinder, VP, Customer Experience Solutions, Miller Heiman Group Marvin Hayden Mitchell, VP Customer Support, Kongsberg Digital Philip Eichhorst, Product Support Manager , Transcend Insights Phill Rosenzweig, Sr. Account Executive, Miller Heiman Group | |
3:00 pm - 3:40 pm | Harbor A, 2nd Level | ServiceSource Case Study: Partner Success Management: Enabling the Channel to Fish [More Info] Michael Beare, Director, Renewals & Growth, Microsoft Ben Jennings, Chief Revenue Officer, ServiceSource | |
3:00 pm - 3:40 pm | Harbor F, 2nd Level | Squelch Case Study: From Agent to Superhero: Increasing Your Revenue by Empowering Your Agents [More Info] Jayaram Bhat, CEO, Squelch | |
3:40 pm - 4:00 pm | Harbor Foyer, 2nd Level | Refreshment Break | |
4:00 pm - 4:45 pm | Harbor H, 2nd Level | (ABS) Always Be Selling: How to Improve the Sales Orientation of Your PS Organization [More Info] Marc Lacroix, Managing Partner, RTM Consulting Bo Di Muccio, Distinguished VP, Professional Services Research, TSIA Aldo Trezza, VP, PS Portfolio Management, Genesys Telecommunications Laboratories David McKenney, Vice President, Bentley Systems Keith McInish, VP, Services and Partner Operations, Ceridian | |
4:00 pm - 4:45 pm | Torrey Hills AB, 3rd Level | A Cross-Functional Approach to Customer Growth [More Info] Andrew Krainin, Senior Director, Technical Services Strategy & Operations, Cisco Systems Jason Gallo, Sr. Director, Enterprise Networking & Service Provider Networking, Global Partner Org., Cisco Systems | |
4:00 pm - 4:45 pm | Gaslamp A-D, 2nd Level | Analytics Champions: Centralized or Decentralized Analytics? [More Info] Jeremy DalleTezze, VP, Analytics, TSIA Andy Seward, Sr. Product Marketing Engineer, Tokyo Electron America Andy Traba, VP, Product, Mattersight Alex Console, VP/GM, Global Support Services, Teradata David Ashley, Director, Business Systems Analysis, Verisign | |
4:00 pm - 4:45 pm | Cortez Hill A-C, 3rd Level | Change Management: A Human Aspect [More Info] Liz Holland, Sr. Director, Managed Services Transformation Leader, Dell EMC | |
4:00 pm - 4:45 pm | Harbor F, 2nd Level | Could Your Customer Community Be the Best Bet You Have to Reduce Customer Effort? [More Info] Grant Rochelle, Sr. Director, Product Support, Autodesk | |
4:00 pm - 4:45 pm | Harbor D, 2nd Level | Customer Support in a Customer-Centric World [More Info] Johan Kvist, Sales Director, Ericsson AB | |
4:00 pm - 4:45 pm | Old Town AB, 2nd Level | From Learning to Adoption: Using Education to Drive Both Skills and Influence [More Info] Sonia Malik, Program Manager, IBM | |
4:00 pm - 4:45 pm | Harbor C, 2nd Level | How Microsoft Has Used Customer Journeys to Bring Sales, Services, and Customer Success Together [More Info] Angela Cooper, GM, Worldwide Customer Success Strategy & Operations, Microsoft Laura Longcore, VP, Digital, Services & Success, Solutions Strategy & Operations, Microsoft | |
4:00 pm - 4:45 pm | Harbor I, 2nd Level | Improving Value and Pricing Performance Through Sales [More Info] Timothy Matanovich, President, Value and Pricing Partners Neville Wheeler, Senior Manager, Advanced Services, Cisco Systems | |
4:00 pm - 4:45 pm | Harbor G, 2nd Level | Making Customer Success a Company-Wide Imperative at Tableau [More Info] Chris Bates, VP, Global Customer Success, Tableau John Zuk, Partner, Waterstone | |
4:00 pm - 4:45 pm | Solana Beach AB, 3rd Level | Role of Professional Services in Driving Technology Services for Analytic Instruments and Laboratories [More Info] Doug Wooldridge, Senior Director, Global Professional Services, Waters | |
4:00 pm - 4:45 pm | Harbor E, 2nd Level | Selling and Delivering Customer Outcomes: What Does It Really Take [More Info] Robert Saxe, President, nVision Consulting Group Rob Weismantel, Senior Manager, Advanced Services , Cisco Systems | |
4:00 pm - 4:45 pm | Harbor A, 2nd Level | Support Professionals: Top Training Challenges and Best Practices Discussion (Workout) [More Info] Jamie Trujillo, Director, Learning Programs, Microsoft Kimberly Meek, VP, Support, SAP | |
4:00 pm - 4:45 pm | Harbor B, 2nd Level | What the TSIA KM Maturity Model Can Do for You [More Info] David Kay, Principal, DB Kay & Associates Judith Platz, VP, Support Services Research, TSIA | |
4:00 pm - 4:45 pm | La Jolla AB, 2nd Level | Winning the Services Talent War [More Info] Vele Galovski, VP, Field Services Research, TSIA | |
4:45 pm - 5:00 pm | No location | Moving Break | |
5:00 pm - 5:30 pm | Harbor I, 2nd Level | Customer Success Community Huddle [More Info] Phil Nanus, VP , Customer Success Research, TSIA | |
5:00 pm - 5:30 pm | Harbor C, 2nd Level | Education Services Community Huddle [More Info] Maria Manning-Chapman, VP, Education Services Research, TSIA | |
5:00 pm - 5:30 pm | Harbor E, 2nd Level | Expand Selling Community Huddle [More Info] Steve Frost, VP, Expand Selling Research, TSIA | |
5:00 pm - 5:30 pm | Harbor D, 2nd Level | Field Services Community Huddle [More Info] Vele Galovski, VP, Field Services Research, TSIA | |
5:00 pm - 5:30 pm | Harbor B, 2nd Level | Managed Services Community Huddle [More Info] Jeff Connolly, Sr. Director, Managed Services Research, TSIA | |
5:00 pm - 5:30 pm | Harbor H, 2nd Level | Professional Services Community Huddle [More Info] Bo Di Muccio, Distinguished VP, Professional Services Research, TSIA | |
5:00 pm - 5:30 pm | Harbor A, 2nd Level | Service Revenue Generation Community Huddle [More Info] Julia Stegman, VP, Service Revenue Generation Research, TSIA | |
5:00 pm - 5:30 pm | Harbor G, 2nd Level | Support Services Community Huddle [More Info] Judith Platz, VP, Support Services Research, TSIA | |
5:30 pm - 6:45 pm | Seaport Ballroom, 2nd Level | Reception in the TSW | EXPO [More Info] | |
7:00 pm - 10:30 pm | Western Metal Building at Petco Park | Networking Event: Private Rooftop Party and Ballgame at Petco Park - Padres vs. Washington Nationals (additional fee - $50) [More Info] | |
05/09/2018 | |||
6:00 am - 7:00 am | Iconic Poolside at the Marilyn Monroe Spa, 3rd Level | Fitness Event: Zen-as-a-Service Yoga [More Info] Jasmine Pilar, Member Success Manager, TSIA | |
7:30 am - 8:30 am | Seaport Ballroom, 2nd Level | Grab-and-Go Coffee and Bites in the TSW | EXPO | |
7:30 am - 10:00 am | Seaport Ballroom, 2nd Level | TSW | EXPO Final Opportunity | |
7:30 am - 12:15 pm | Palm Foyer, 2nd Level | Registration and Information | |
8:30 am - 9:00 am | Grand Hall, Lobby Level | Keynote: Notes from the Coalface: Integrating Sales and Customer Success in a SaaS Environment [More Info] Callan Carpenter, VP, Global Named Accounts, Autodesk | |
9:00 am - 9:30 am | Grand Hall, Lobby Level | Keynote: The “E” in LAER: Driving Expand Revenue with Services [More Info] Steve Frost, VP, Expand Selling Research, TSIA | |
9:30 am - 10:00 am | Seaport Ballroom, 2nd Level | Refreshment Break in the TSW | EXPO [More Info] | |
10:00 am - 11:00 am | Harbor A, 2nd Level | Breaking the Silos: Shifting the Customer Service Paradigm from Streaming to Intelligent Swarming [More Info] Oliver Allabauer, Director of Support, Tricentis | |
10:00 am - 11:00 am | Harbor H, 2nd Level | Consultants as Sellers (Workout) [More Info] Kyle Andrews, Founding Partner, Pretium Partners Bo Di Muccio, Distinguished VP, Professional Services Research, TSIA | |
10:00 am - 11:00 am | Harbor I, 2nd Level | Developing Viable Professional Services Offers Within As-a-Service Constructs [More Info] Michael Burley, Cloud Services Business Development Manager, NetApp | |
10:00 am - 11:00 am | Harbor D, 2nd Level | Field Service Meets Customer Success [More Info] Jeff Babe, Sr. Director, Professional Services, Polycom Global Services | |
10:00 am - 11:00 am | Harbor G, 2nd Level | Freedom to Sell [More Info] Brian Study, Chief Customer Officer, Mattersight | |
10:00 am - 11:00 am | Gaslamp A-D, 2nd Level | Leveraging Big Data and Existing Customers to Accelerate Expansion [More Info] Daniel Rose, Director, Customer Success Management, Qubole | |
10:00 am - 11:00 am | Harbor E, 2nd Level | Preparing for Launch [More Info] Jodie Paxton, Sr. Director, Service Revenue Generation Research, TSIA Parijat Sharma, Sr. Director, Customer Success Products, Salesforce.org Cathy Brewer, Director, Thermo Fisher Scientific Nupur Thakur, Sr. Director, Strategy and Product Management, Motorola Solutions | |
10:00 am - 11:00 am | Harbor F, 2nd Level | Retaining Your Sanity While Driving Your Company's Outcome Chain Adoption [More Info] Wilson Haddow, Manager, PS Go-to-Market, Juniper Networks | |
10:00 am - 11:00 am | Harbor C, 2nd Level | Tapping the Sales Potential from Your Managed Services Delivery Functions: Increase Revenue and Improve Customer Success (Workout) [More Info] Bill Hall, Partner, Pretium Partners George Humphrey, VP, Managed Services Research, TSIA | |
10:00 am - 11:00 am | La Jolla AB, 2nd Level | The RCPE: Driving Performance Management at Riverbed Technology [More Info] Righter Kunkel, Director, Courseware Development & Readiness, Riverbed Technology Mike Yakiemchuk, VP, WW Training, Riverbed Technology | |
11:00 am - 11:15 am | No location | Moving Break | |
11:15 am - 12:15 pm | Grand Hall, Lobby Level | Closing Keynote: What Will Accelerate the Blending of Sales and Services? [More Info] J.B. Wood, President and CEO, TSIA | |
12:30 pm - 1:30 pm | Harbor A, 2nd Level | TSIA Emerging Research: Taking the TSIA Research Model to Sales and Product Management (limited seating) [More Info] J.B. Wood, President and CEO, TSIA Patrick Carmitchel, VP, Product Management, TSIA Laura Fay, VP, XaaS Product Management Research, TSIA Martin Dove, VP, Subscription Sales Research, TSIA |