TSW San Diego 2018
 
05/07/2018
7:00 am - 6:00 pmPalm Foyer, 2nd LevelRegistration and Information
9:30 am - 10:00 amGaslamp A-D, 2nd LevelInitiative 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 amGaslamp A-D, 2nd LevelTSIA Outcome Chains Product Training: Team Workshop [More Info]
Cindy Lin, Product Manager, TSIA
11:30 am - 1:30 pmHarbor C, 2nd LevelCustomer Success Meeting with Lunch (Open to Vice Presidents and Above) [More Info]
Phil Nanus, VP , Customer Success Research, TSIA
Paul Bernstein, CEO, LIFTinnovate
11:30 am - 1:30 pmHarbor D, 2nd LevelEducation 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
11:30 am - 1:30 pmHarbor E, 2nd LevelExpand Selling Meeting with Lunch (Open to Vice Presidents and Above) [More Info]
Steve Frost, VP, Expand Selling Research, TSIA
11:30 am - 1:30 pmHarbor F, 2nd LevelField Services Meeting with Lunch (Open to Vice Presidents and Above) [More Info]
Vele Galovski, VP, Field Services Research, TSIA
11:30 am - 1:30 pmHarbor I, 2nd LevelManaged 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 pmHarbor G, 2nd LevelProfessional 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 pmHarbor B, 2nd LevelService Revenue Generation Meeting with Lunch (Open to Vice Presidents and Above) [More Info]
Julia Stegman, VP, Service Revenue Generation Research, TSIA
11:30 am - 1:30 pmHarbor H, 2nd LevelSupport 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 pmGrand Hall, Lobby LevelPre-Conference Keynote: Navigating The Brave New World of Microtransactions [More Info]
John Ragsdale, Distinguished VP, Service Technology Research, TSIA
12:00 pm - 1:45 pmSeaport Ballroom, 2nd LevelTSW | EXPO Preview and Lunch [More Info]
1:15 pm - 1:30 pmHarbor A, 2nd LevelAll About TSIA [More Info]
Diane Brundage, VP, Membership Development, TSIA
1:30 pm - 1:45 pmHarbor A, 2nd LevelMaking the Most of Your TSW Conference Experience [More Info]
Diane Brundage, VP, Membership Development, TSIA
2:00 pm - 3:00 pmGrand Hall, Lobby LevelKeynote: Clarifying Success in a Blurry World [More Info]
Thomas Lah, Executive Director, TSIA
3:00 pm - 3:45 pmGrand Hall, Lobby LevelKeynote: The Genesys Effect [More Info]
Lucy Norris, EVP, Customer Success, Genesys Telecommunications Laboratories
3:45 pm - 4:00 pmGrand Hall, Lobby LevelTSIA Announcements
4:00 pm - 4:15 pmHarbor Foyer, 2nd LevelRefreshment Break
4:15 pm - 5:15 pmHarbor G, 2nd LevelBenchmarking 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 pmHarbor B, 2nd LevelCollaborative Design Process for Customer Success Services [More Info]
Julia Stegman, VP, Service Revenue Generation Research, TSIA
4:15 pm - 5:15 pmHarbor I, 2nd LevelCreating the Infrastructure for Profitable PS Microtransactions [More Info]
John Ragsdale, Distinguished VP, Service Technology Research, TSIA
James Cramer, Founder and Co-CEO, Zimit
Jeff Leventhal, Co-Founder and CEO, Workrails
Mike Psenka, President and CEO, Moovila
4:15 pm - 5:15 pmGaslamp A-D, 2nd LevelCustomer Success and Sales: Creating LAER Efficiency [More Info]
Phil Nanus, VP , Customer Success Research, TSIA
4:15 pm - 5:15 pmHarbor C, 2nd LevelNavigating Transformational Waters and How to Accelerate Your Results [More Info]
Tom Pridham, SVP and GM, TSIA
4:15 pm - 5:15 pmHarbor F, 2nd LevelNeed "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 pmHarbor A, 2nd LevelSelling Managed Services: The Ultimate Blend of Sales and Services [More Info]
George Humphrey, VP, Managed Services Research, TSIA
4:15 pm - 5:15 pmHarbor H, 2nd LevelSupport Services: Creating the Differentiated Support Experience Customers Now Expect [More Info]
Judith Platz, VP, Support Services Research, TSIA
4:15 pm - 5:15 pmHarbor D, 2nd LevelVideo: The Swiss Army Knife [More Info]
Maria Manning-Chapman, VP, Education Services Research, TSIA
4:15 pm - 5:15 pmHarbor E, 2nd LevelWhat Services Teams Can, Should, and Shouldn’t Do In Selling [More Info]
Steve Frost, VP, Expand Selling Research, TSIA
5:15 pm - 7:15 pmSeaport Ballroom, 2nd LevelWelcome Reception in the TSW | EXPO [More Info]
 
05/08/2018
6:00 am - 7:00 amThe Marina Courtyard, Outside the Manchester Grand HyattFitness Event: 5K on the Bay [More Info]
7:00 am - 8:15 amHarbor I, 2nd LevelWomen in Services Power Breakfast (additional fee) [More Info]
Diane Brundage, VP, Membership Development, TSIA
Leigh Tangretti, Group Vice President, 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 amHarbor & Seaport Foyers, 2nd LevelGrab-and-Go Coffee and Bites
7:00 am - 6:00 pmPalm Foyer, 2nd LevelCorporate Headshot Station [More Info]
7:00 am - 6:00 pmPalm Foyer, 2nd LevelRegistration and Information
8:30 am - 9:15 amGrand Hall, Lobby LevelKeynote: 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 amGrand Hall, Lobby LevelKeynote: 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 pmSeaport Ballroom, 2nd LevelTSW | EXPO Open
9:45 am - 10:00 amHarbor Foyer, 2nd LevelRefreshment Break
10:00 am - 11:00 amHarbor H, 2nd LevelCustomer Success Keynote: Presented by GE Digital [More Info]
Dave Kocher, VP, Customer Success, GE Digital
John Insko, VP, Sales, GE Digital
10:00 am - 11:00 amHarbor C, 2nd LevelEducation 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 amHarbor E, 2nd LevelExpand 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 amHarbor D, 2nd LevelField 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 amHarbor B, 2nd LevelManaged 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 amHarbor G, 2nd LevelProfessional 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 amHarbor A, 2nd LevelService Revenue Generation Keynote: Creating and Launching Customer Success Services [More Info]
10:00 am - 11:00 amGrand Hall, Lobby LevelSupport Services Keynote: Transforming Support for the Cognitive Era [More Info]
Bob McDonald, VP, IBM Support Transformation and Training, IBM
11:00 am - 11:15 amNo locationMoving Break
11:15 am - 12:00 pmHarbor 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 pmGaslamp A-D, 2nd LevelAccelerating Sales at Cisco with Service Analytics [More Info]
Carl Rothman, Engagement Manager, Cisco Systems
11:15 am - 12:00 pmCortez Hill A-C, 3rd LevelDaaS 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 pmHarbor B, 2nd LevelFinally! 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 pmHarbor D, 2nd LevelHolding Channel Partners Accountable for Improving Renewal Rates [More Info]
Don Jones, Program Director, Infor Subscription Services, Infor
11:15 am - 12:00 pmHarbor F, 2nd LevelHow 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 pmHarbor E, 2nd LevelIiOT: Transforming Industrial Services Business [More Info]
Govindaprasad Sundararajan, Global Business Director, Rockwell Automation
11:15 am - 12:00 pmHarbor I, 2nd LevelProject Flexibility Methodologies Enabling Professional Services As An Innovation Engine [More Info]
Valentine Matula, VP, Emerging Products & Technology, Avaya
11:15 am - 12:00 pmHarbor H, 2nd LevelRe-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 pmOld Town AB, 2nd LevelSupercharge Your Education Business with Customer Success Best Practices [More Info]
Michael Harnum, CEO, ESG
11:15 am - 12:00 pmHarbor C, 2nd LevelThe 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 pmHarbor A, 2nd LevelThe Unlikely Partner: How Marketing Can Spark Self-Service and Feature Adoption [More Info]
Sarah Mebane, Sr. Knowledge Analyst, nCino
12:00 pm - 2:00 pmHarbor & Seaport Foyers, 2nd LevelLunch [More Info]
12:00 pm - 2:00 pmSeaport Ballroom, 2nd LevelTSW | EXPO Visitation
12:15 pm - 12:55 pmHarbor B, 2nd LevelLogMeIn Case Study: Achieving Harmony Between Bots & Agents [More Info]
Akhil Talwar, Sr. Product Manager, LogMeIn
Don Curenton, Accenture
12:15 pm - 12:55 pmHarbor D, 2nd LevelMavenlink 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 pmHarbor A, 2nd LevelOnProcess 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 pmHarbor C, 2nd LevelPS 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 pmHarbor E, 2nd LevelServiceSource Case Study: Customer Success Managers Should Be Selling! [More Info]
Tony Brucha, VP Customer Success, ServiceSource
1:05 pm - 1:45 pmHarbor D, 2nd LevelANCILE Solutions Case Study: User Adoption is Where It’s At [More Info]
Mal Poulin, VP Strategy, ANCILE Solutions
1:05 pm - 1:45 pmHarbor C, 2nd LevelCoveo 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 pmHarbor A, 2nd LevelGainsight Solution Showcase [More Info]
Shelley Allen, Customer Success Director, Ceridian
Ashvin Vaidyanathan, VP, Customer Success, Gainsight
1:05 pm - 1:45 pmHarbor B, 2nd LevelKimble 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 pmHarbor E, 2nd LevelSutherland Solution Showcase [More Info]
2:00 pm - 2:45 pmHarbor F, 2nd LevelBeyond 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
2:00 pm - 2:45 pmHarbor E, 2nd LevelCustomer 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 pmHarbor G, 2nd LevelCustomer 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 pmHarbor B, 2nd LevelHow 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 pmHarbor D, 2nd LevelInnovative 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
2:00 pm - 2:45 pmHarbor C, 2nd LevelManaged Services Workout Session: Moving Towards Outcome-Based SLAs (Workout) [More Info]
George Humphrey, VP, Managed Services Research, TSIA
Jeff Connolly, Sr. Director, Managed Services Research, TSIA
2:00 pm - 2:45 pmHarbor A, 2nd LevelOne 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
Stacey Leuzze, Director, Support Product Management, VMware
2:00 pm - 2:45 pmHarbor H, 2nd LevelSuccessfully 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 pmHarbor I, 2nd LevelWhat 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
2:45 pm - 3:00 pmNo locationMoving Break
3:00 pm - 3:40 pmHarbor D, 2nd LevelBolstra Case Study: Monetizing Customer Success: Bolstra and Coveo Team up for a A Real Life Case Study [More Info]
Haresh Gangwani, CEO, Bolstra
Jennifer MacIntosh, VP of Customer Success, Coveo
3:00 pm - 3:40 pmHarbor C, 2nd LevelCSS 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 pmHarbor B, 2nd LevelFinancialForce Solution Showcase [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 pmHarbor E, 2nd LevelKeyedIn 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
3:00 pm - 3:40 pmHarbor I, 2nd LevelKlever 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 pmHarbor G, 2nd LevelLithium Case Study: Community: Driving Differentiation and Customer Experience Through Shared Value [More Info]
Brian Oblinger, VP, Global Community, Alteryx
Richard Reilly, Director, Field Marketing, Lithum
3:00 pm - 3:40 pmHarbor H, 2nd LevelMiller Heiman Group Case Study: Breaking Down Silos Between Service & Sales [More Info]
Karen Allinder, VP, Customer Experience Solutions, Miller Heiman Group
3:00 pm - 3:40 pmHarbor A, 2nd LevelServiceSource Case Study: Partner Success Management: Teaching the Channel to Fish [More Info]
Michael Beare, Director, Renewals & Growth, Microsoft
Jeff Bailey, VP Sales, ServiceSource
3:00 pm - 3:40 pmHarbor F, 2nd LevelSquelch Case Study: From Agent to Superhero: Increasing Your Revenue by Empowering Your Agents [More Info]
Jayaram Bhat, CEO, Squelch
3:40 pm - 4:00 pmHarbor Foyer, 2nd LevelRefreshment Break
4:00 pm - 4:45 pmHarbor 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 pmTorrey Hills AB, 3rd LevelA Cross-Functional Approach to Customer Growth [More Info]
Andrew Krainin, Senior Director, Technical Services Strategy & Operations, Cisco Systems
Jason Gallo, Director, Enterprise Networking & Service Provider Networking, Global Partner Org., Cisco Systems
4:00 pm - 4:45 pmGaslamp A-D, 2nd LevelAnalytics Champions: Centralized or Decentralized Analytics? [More Info]
Jeremy DalleTezze, VP, Analytics, TSIA
4:00 pm - 4:45 pmCortez Hill A-C, 3rd LevelChange Management: A Human Aspect [More Info]
Liz Holland, Sr. Director, Managed Services Transformation Leader, Dell EMC
4:00 pm - 4:45 pmHarbor F, 2nd LevelCould 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 pmHarbor D, 2nd LevelCustomer Support in a Customer-Centric World [More Info]
Johan Kvist, Sales Director, Ericsson AB
4:00 pm - 4:45 pmOld Town AB, 2nd LevelFrom Learning to Adoption: Using Education to Drive Both Skills and Influence [More Info]
Sonia Malik, Program Manager, IBM
4:00 pm - 4:45 pmHarbor C, 2nd LevelHow 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 pmHarbor I, 2nd LevelImproving 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 pmHarbor G, 2nd LevelMaking 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 pmSolana Beach AB, 3rd LevelRole of Professional Services in Driving Technology Services for Analytic Instruments and Laboratories [More Info]
Doug Wooldridge, Senior Director, Professional Services, Waters
4:00 pm - 4:45 pmHarbor E, 2nd LevelSelling and Delivering Customer Outcomes: What Does It Really Take [More Info]
Robert Saxe, President, nVision Consulting Group
4:00 pm - 4:45 pmHarbor A, 2nd LevelSupport 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 pmHarbor B, 2nd LevelThe TSIA KM Maturity Model at Work: Improving KM [More Info]
David Kay, Principal, DB Kay & Associates
Judith Platz, VP, Support Services Research, TSIA
4:00 pm - 4:45 pmLa Jolla AB, 2nd LevelWinning the Services Talent War [More Info]
Vele Galovski, VP, Field Services Research, TSIA
4:45 pm - 5:00 pmNo locationMoving Break
5:00 pm - 5:30 pmHarbor I, 2nd LevelCustomer Success Community Huddle [More Info]
Phil Nanus, VP , Customer Success Research, TSIA
5:00 pm - 5:30 pmHarbor C, 2nd LevelEducation Services Community Huddle [More Info]
Maria Manning-Chapman, VP, Education Services Research, TSIA
5:00 pm - 5:30 pmHarbor E, 2nd LevelExpand Selling Community Huddle [More Info]
Steve Frost, VP, Expand Selling Research, TSIA
5:00 pm - 5:30 pmHarbor D, 2nd LevelField Services Community Huddle [More Info]
Vele Galovski, VP, Field Services Research, TSIA
5:00 pm - 5:30 pmHarbor B, 2nd LevelManaged Services Community Huddle [More Info]
Jeff Connolly, Sr. Director, Managed Services Research, TSIA
5:00 pm - 5:30 pmHarbor H, 2nd LevelProfessional Services Community Huddle [More Info]
Bo Di Muccio, Distinguished VP, Professional Services Research, TSIA
5:00 pm - 5:30 pmHarbor A, 2nd LevelService Revenue Generation Community Huddle [More Info]
Julia Stegman, VP, Service Revenue Generation Research, TSIA
5:00 pm - 5:30 pmHarbor G, 2nd LevelSupport Services Community Huddle [More Info]
Judith Platz, VP, Support Services Research, TSIA
5:30 pm - 6:45 pmSeaport Ballroom, 2nd LevelReception in the TSW | EXPO [More Info]
7:00 pm - 10:30 pmWestern Metals Building at Petco ParkNetworking 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 amIconic Poolside at the Marilyn Monroe Spa, 3rd LevelFitness Event: Zen-as-a-Service Yoga [More Info]
Jasmine Pilar, Member Success Manager, TSIA
7:30 am - 8:30 amSeaport Ballroom, 2nd LevelGrab-and-Go Coffee and Bites in the TSW | EXPO
7:30 am - 10:00 amSeaport Ballroom, 2nd LevelTSW | EXPO Final Opportunity
7:30 am - 12:15 pmPalm Foyer, 2nd LevelRegistration and Information
8:30 am - 9:00 amGrand Hall, Lobby LevelKeynote: 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 amGrand Hall, Lobby LevelKeynote: The “E” in LAER: Driving Expand Revenue with Services [More Info]
Steve Frost, VP, Expand Selling Research, TSIA
9:30 am - 10:00 amSeaport Ballroom, 2nd LevelRefreshment Break in the TSW | EXPO [More Info]
10:00 am - 11:00 amHarbor A, 2nd LevelBreaking 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 amHarbor H, 2nd LevelConsultants 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 amHarbor I, 2nd LevelDeveloping Viable Professional Services Offers Within Consumption-Based, As-a-Service Constructs [More Info]
Michael Burley, Cloud Services Business Development Manager, NetApp
10:00 am - 11:00 amHarbor D, 2nd LevelField Service Meets Customer Success [More Info]
Jeff Babe, Sr. Director, Professional Services, Polycom Global Services
10:00 am - 11:00 amHarbor G, 2nd LevelFreedom to Sell [More Info]
Brian Study, Chief Customer Officer, Mattersight
10:00 am - 11:00 amGaslamp A-D, 2nd LevelLeveraging Big Data and Existing Customers to Accelerate Expansion [More Info]
Daniel Rose, Director CSM, Qubole
10:00 am - 11:00 amHarbor E, 2nd LevelPreparing 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 amCortez Hill A-C, 3rd LevelRetaining 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 amHarbor C, 2nd LevelTapping 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 amLa Jolla AB, 2nd LevelThe RCPE: Driving Performance Management at Riverbed Technology [More Info]
Righter Kunkel, Director, Courseware Development & Readiness, Riverbed Technology
Mike Yakiemchuk, VP, WW Training, Riverbed Technology
10:00 am - 11:00 amHarbor B, 2nd LevelWe're in This Together: Meaningful Support and Engineering Feedback Loops [More Info]
Mark Schnegelberger, Manager, Support & Engineering Data Science, Cloudera
11:00 am - 11:15 amNo locationMoving Break
11:15 am - 12:15 pmGrand Hall, Lobby LevelClosing Keynote: What Will Accelerate the Blending of Sales and Services? [More Info]
J.B. Wood, President and CEO, TSIA
12:30 pm - 1:30 pmHarbor A, 2nd LevelTSIA Emerging Research: Going Beyond Services in the Technology Transformation [More Info]
J.B. Wood, President and CEO, TSIA
Patrick Carmitchel, VP, Product Management, TSIA
Laura Fay, VP, Product Management Research, TSIA
Martin Dove, VP, Subscription Sales Research, TSIA

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