TSW San Diego 2018
 
05/07/2018
7:00 am - 6:00 pmNo locationRegistration and Information
9:30 am - 10:15 amNo locationOutcome Chain Breakout #1 [More Info]
Patrick Carmitchel, VP, Product Management, TSIA
10:30 am - 11:30 amNo locationOutcome Chain Breakout #2 [More Info]
Patrick Carmitchel, VP, Product Management, TSIA
11:30 am - 1:30 pmNo locationCustomer Success Meeting with Lunch (Open to Vice Presidents and Above) [More Info]
Phil Nanus, VP Research, Customer Success, TSIA
11:30 am - 1:30 pmNo locationEducation 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 pmNo locationExpand Selling Meeting with Lunch (Open to Vice Presidents and Above) [More Info]
Steve Frost, VP Research, Expand Selling, TSIA
11:30 am - 1:30 pmNo locationField Services Meeting with Lunch (Open to Vice Presidents and Above) [More Info]
Vele Galovski, VP Research, Field Services, TSIA
11:30 am - 1:30 pmNo locationManaged Services Meeting with Lunch (Open to Vice Presidents and Above) [More Info]
George Humphrey, VP Research, Managed Services, TSIA
11:30 am - 1:30 pmNo locationProfessional 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 pmNo locationService Revenue Generation Meeting with Lunch (Open to Vice Presidents and Above) [More Info]
Julia Stegman, VP Research, Service Revenue Generation, TSIA
11:30 am - 1:30 pmNo locationSupport Services Meeting with Lunch (Open to Vice Presidents and Above) [More Info]
Judith Platz, VP Research, Support Services, TSIA
11:45 am - 12:30 pmNo locationPre-Conference Keynote: Navigating The Brave New World of Microtransactions [More Info]
John Ragsdale, VP Research, Technology and Social, TSIA
12:00 pm - 1:45 pmNo locationTSW | EXPO Preview and Lunch [More Info]
1:15 pm - 1:30 pmNo locationAll About TSIA [More Info]
Diane Brundage, VP, Membership Development, TSIA
1:30 pm - 1:45 pmNo locationMaking the Most of Your TSW Conference Experience [More Info]
Diane Brundage, VP, Membership Development, TSIA
2:00 pm - 3:00 pmNo locationKeynote: Clarifying Success in a Blurry World [More Info]
Thomas Lah, Executive Director, TSIA
3:00 pm - 3:45 pmNo locationKeynote [More Info]
3:45 pm - 4:00 pmNo locationTSIA Announcements
4:00 pm - 4:15 pmNo locationRefreshment Break
4:15 pm - 5:15 pmNo locationBenchmarking PS in the Sales Motion [More Info]
Bo Di Muccio, VP Research, Professional Services, TSIA
4:15 pm - 5:15 pmNo locationCollaborative Design Process for Customer Success Services [More Info]
Julia Stegman, VP Research, Service Revenue Generation, TSIA
4:15 pm - 5:15 pmNo locationCreating the Infrastructure for Profitable PS Microtransactions [More Info]
John Ragsdale, VP Research, Technology and Social, 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 pmNo locationEngaging Services Teams in The Sales Process [More Info]
Steve Frost, VP Research, Expand Selling, TSIA
4:15 pm - 5:15 pmNo locationNeed "Trusted Advisors" to Sell Services? Look to your Field Service Engineers [More Info]
Vele Galovski, VP Research, Field Services, TSIA
4:15 pm - 5:15 pmNo locationSelling Managed Services: The Ultimate Blend of Sales and Services [More Info]
George Humphrey, VP Research, Managed Services, TSIA
4:15 pm - 5:15 pmNo locationSupport Services Power Hour [More Info]
Judith Platz, VP Research, Support Services, TSIA
4:15 pm - 5:15 pmNo locationVideo: The Swiss Army Knife [More Info]
Maria Manning-Chapman, VP Research, Education Services, TSIA
4:15 pm - 5:15 pmNo locationWhat Is Your Customer Success Blend Preference? Black Coffee vs. Unicorn Frappuccino [More Info]
Phil Nanus, VP Research, Customer Success, TSIA
5:15 pm - 7:15 pmBristlecone BallroomWelcome Reception in the TSW | EXPO [More Info]
 
05/08/2018
6:00 am - 7:00 amNo locationFitness Event: 5K on the Bay [More Info]
7:00 am - 8:15 amNo locationWomen in Services Breakfast (additional fee) [More Info]
7:00 am - 8:30 amNo locationGrab-and-Go Coffee and Bites
7:00 am - 6:00 pmNo locationRegistration and Information
8:30 am - 9:15 amNo locationKeynote: Optimistic Travelers [More Info]
Muammer Yilmaz, Author and Film Maker
Milan Bihlmann, Author and Film Maker
9:15 am - 9:45 amNo locationKeynote: Presented by Alcatel-Lucent [More Info]
Charles Matthews, VP, North America Sales, Alcatel-Lucent Enterprise
9:30 am - 6:45 pmNo locationTSW | EXPO Open
9:45 am - 10:00 amNo locationRefreshment Break
10:00 am - 11:00 amNo locationCustomer Success Keynote [More Info]
10:00 am - 11:00 amNo locationEducation Services Keynote [More Info]
10:00 am - 11:00 amNo locationExpand Selling Keynote: Establish a State-of-the-Art Customer Success Program Through A Partnership Between CSM and Sales [More Info]
David Caradonna, Global Director, Business Value Consulting, Splunk
10:00 am - 11:00 amNo locationField Services Keynote: Field Service Transformation [More Info]
10:00 am - 11:00 amNo locationManaged 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 amNo locationProfessional Services Keynote: Presented by Riverbed Technology [More Info]
Joel Hofman, VP, Global Professional Services & Technical Education, Riverbed Technology
10:00 am - 11:00 amNo locationService Revenue Generation Keynote: Creating and Launching Customer Success Services [More Info]
10:00 am - 11:00 amNo locationSupport Services Keynote: Presented by IBM [More Info]
11:00 am - 11:15 amNo locationMoving Break
11:15 am - 12:00 pmNo location 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 pmNo locationAnalytics Champions: Two Member Case Studies in Optimizing Return on Analytics [More Info]
Jeremy DalleTezze, Director Research, Data Analytics, TSIA
11:15 am - 12:00 pmNo locationCreating the Perfect Balance: Successful Customer Success Models to Drive Expansion, Sales, and Growth [More Info]
Andy Kearney, VP, Customer Success, Ellucian
11:15 am - 12:00 pmNo locationDaaS for Channel: The Ability to Simply and Effectively Configure, Price, and Quote [More Info]
Mandeep Gupta, Success Manager, Global DaaS Packaging & Insights, Hewlett-Packard Enterprise
11:15 am - 12:00 pmNo locationFinally! An Open, Modern, Metrics Standard [More Info]
Phil Verghis, CEO and Co-Founder, Klever Insight
Judith Platz, VP Research, Support Services, TSIA
11:15 am - 12:00 pmNo locationHolding Channel Partners Accountable for Improving Renewal Rates [More Info]
11:15 am - 12:00 pmNo locationHow Customer Success and Professional Services Can Partner to Build a World-Class Funnel [More Info]
Chuck Emmette, Sr. Director, Professional Services, RingCentral
11:15 am - 12:00 pmNo locationHow 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 pmNo locationIiOT: Transforming Industrial Services Business [More Info]
Govindaprasad Sundararajan, Global Business Director, Rockwell Automation
11:15 am - 12:00 pmNo locationProject Flexibility Methodologies Enabling Professional Services As An Innovation Engine [More Info]
Valentine Matula, VP, Emerging Products & Technology, Avaya
11:15 am - 12:00 pmNo locationRe-Engineering the Role of Professional Service Inside of the Sales Motion [More Info]
Carlos Granda, SVP, SAP Cloud Strategic & Innovation Services, SAP
11:15 am - 12:00 pmNo locationShow Me the Value: Education Through Accelerated Value Services [More Info]
Jill Griffin, Project Manager/Customer Advocate, Cisco Systems
11:15 am - 12:00 pmNo locationTechnologies that Support Organizations in Next-Generation Service Offers [More Info]
Don Davis, Executive Director Global Service, BD Life Sciences
11:15 am - 12:00 pmNo locationThe Roadmap to Deliver Outcomes for Hardware and Industrial Equipment Manufacturers [More Info]
Harald Kopp, Director, Industrial Services Research, TSIA
11:15 am - 12:00 pmNo locationThe Unlikely Partner: How Marketing Can Spark Self-Service and Feature Adoption [More Info]
Sarah Mebane, Sr. Knowledge Analyst, nCino
12:00 pm - 2:00 pmNo locationLunch [More Info]
12:00 pm - 2:00 pmNo locationTSW | EXPO Visitation
12:15 pm - 12:55 pmNo locationLogMeIn Case Study: Achieving Harmony Between Bots & Agents [More Info]
12:15 pm - 12:55 pmNo locationMavenlink Solution Showcase [More Info]
12:15 pm - 12:55 pmNo locationOnProcess 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 pmNo locationServiceSource Case Study: Customer Success Managers Should Be Selling! [More Info]
Tony Brucha, VP Customer Success, ServiceSource
1:05 pm - 1:45 pmNo locationANCILE Solution Showcase [More Info]
1:05 pm - 1:45 pmNo locationGainsight Solution Showcase [More Info]
1:05 pm - 1:45 pmNo locationKimble 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 pmNo locationSutherland Solution Showcase [More Info]
2:00 pm - 2:45 pmNo locationBeyond Response Time and SLA Compliance: Building the Foundation for Adoption [More Info]
Vele Galovski, VP Research, Field Services, TSIA
Randy Mysliviec, President and CEO, RTM Consulting
2:00 pm - 2:45 pmNo locationCustomer Engagement: What’s the Secret? [More Info]
Maria Manning-Chapman, VP Research, Education Services, TSIA
2:00 pm - 2:45 pmNo locationHow a Culture of Knowledge Sharing Enables the New Support Employee [More Info]
John Ragsdale, VP Research, Technology and Social, TSIA
Phil Verghis, CEO and Co-Founder, Klever Insight
2:00 pm - 2:45 pmNo locationIndustry Panel [More Info]
Tom Pridham, SVP and GM, TSIA
2:00 pm - 2:45 pmNo locationInnovative Engagement Models for Customer Growth [More Info]
Steve Frost, VP Research, Expand Selling, TSIA
2:00 pm - 2:45 pmNo locationManaged Services Workout Session: Moving Towards Outcome-Based SLAs (Workout) [More Info]
George Humphrey, VP Research, Managed Services, TSIA
Jeff Connolly, Sr. Director Research, Managed Services, TSIA
Rob Freeborn, VP, Managed Solutions, Optanix
2:00 pm - 2:45 pmNo locationOne Size Does Not Fit All [More Info]
Jodie Paxton, Sr. Director Research, Service Revenue Generation, TSIA
2:00 pm - 2:45 pmNo locationSuccessfully Blending PS and Sales: Tips, Tricks and Best Practices from the Industry [More Info]
Bo Di Muccio, VP Research, Professional Services, 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 pmNo locationSupport Services Industry Panel [More Info]
Judith Platz, VP Research, Support Services, TSIA
2:00 pm - 2:45 pmNo locationWhat are Partners Expecting from OEMs When It Comes to Customer Success? [More Info]
Phil Nanus, VP Research, Customer Success, TSIA
2:45 pm - 3:00 pmBristlecone BallroomMoving Break
3:00 pm - 3:40 pmNo locationBolstra Solution Showcase [More Info]
3:00 pm - 3:40 pmNo locationCoveo Solution Showcase [More Info]
3:00 pm - 3:40 pmNo locationCSS Corp Solution Showcase [More Info]
3:00 pm - 3:40 pmNo locationFinancialForce Solution Showcase [More Info]
3:00 pm - 3:40 pmNo locationKeyedIn Solution Showcase [More Info]
3:00 pm - 3:40 pmNo locationKlever 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, JDA Software
3:00 pm - 3:40 pmNo locationLithium Technologies Solution Showcase [More Info]
3:00 pm - 3:40 pmNo locationMiller 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 pmNo locationPS Principles Solution Showcase [More Info]
3:00 pm - 3:40 pmNo locationServiceSource Case Study: Partner Success Management - Teaching the Channel to Fish [More Info]
Dan Santiago, VP Global Customer Success, ServiceSource
3:40 pm - 4:00 pmNo locationRefreshment Break
4:00 pm - 4:45 pmNo location(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, VP Research, Professional Services, TSIA
4:00 pm - 4:45 pmNo locationAnalytics Champions: Centralized or Decentralized Analytics? [More Info]
Jeremy DalleTezze, Director Research, Data Analytics, TSIA
4:00 pm - 4:45 pmNo locationChange Management: A Human Aspect [More Info]
Adam O'Dwyer, Managed Services Marketing, Dell EMC
4:00 pm - 4:45 pmNo locationCould 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 pmNo locationCustomer Support in a Customer-Centric World [More Info]
Johan Kvist, Sales Director, Ericsson AB
4:00 pm - 4:45 pmNo locationImproving Value and Pricing Performance Through Sales [More Info]
Timothy Matanovich, President, Value and Pricing Partners
4:00 pm - 4:45 pmNo locationMaking 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 pmNo locationSelling and Delivering Customer Outcomes: What Does It Really Take [More Info]
Robert Saxe, President, nVision Consulting Group
4:00 pm - 4:45 pmNo locationSupport Professionals: Top Training Challenges and Best Practices Discussion (Workout) [More Info]
Jamie Trujillo, Director, Learning Programs, Microsoft
4:00 pm - 4:45 pmNo locationTechnology: Changing the Service Supply Chain Paradigm [More Info]
Ramamohan Pai, Global Service Supply Chain Manager, Becton Dickinson & Company
Vele Galovski, VP Research, Field Services, TSIA
4:00 pm - 4:45 pmNo locationThe TSIA KM Maturity Model at Work: Improving KM [More Info]
David Kay, Principal, DB Kay & Associates
4:45 pm - 5:00 pmNo locationMoving Break
5:00 pm - 5:30 pmNo locationCustomer Success Community Huddle [More Info]
Phil Nanus, VP Research, Customer Success, TSIA
5:00 pm - 5:30 pmNo locationEducation Services Community Huddle [More Info]
Maria Manning-Chapman, VP Research, Education Services, TSIA
5:00 pm - 5:30 pmNo locationExpand Selling Community Huddle [More Info]
Steve Frost, VP Research, Expand Selling, TSIA
5:00 pm - 5:30 pmNo locationField Services Community Huddle [More Info]
Vele Galovski, VP Research, Field Services, TSIA
5:00 pm - 5:30 pmNo locationManaged Services Community Huddle [More Info]
George Humphrey, VP Research, Managed Services, TSIA
5:00 pm - 5:30 pmNo locationProfessional Services Community Huddle [More Info]
Bo Di Muccio, VP Research, Professional Services, TSIA
5:00 pm - 5:30 pmNo locationService Revenue Generation Community Huddle [More Info]
Julia Stegman, VP Research, Service Revenue Generation, TSIA
5:00 pm - 5:30 pmNo locationSupport Services Community Huddle [More Info]
Judith Platz, VP Research, Support Services, TSIA
5:30 pm - 6:45 pmNo locationReception in the TSW | EXPO [More Info]
6:45 pm - 10:30 pmNo locationNetworking Event @ Petco Park - Padres vs. Washington Nationals (additional fee - $50) [More Info]
 
05/09/2018
6:00 am - 7:00 amNo locationFitness Event: Yoga [More Info]
Jasmine Pilar, Member Success Manager, TSIA
7:30 am - 8:30 amNo locationGrab-and-Go Coffee and Bites
7:30 am - 12:15 pmNo locationRegistration and Information
8:30 am - 9:00 amNo locationKeynote: Presented by Autodesk [More Info]
Callan Carpenter, VP, Global Named Accounts, Autodesk
9:00 am - 9:30 amNo locationKeynote [More Info]
9:30 am - 10:00 amNo locationRefreshment Break [More Info]
10:00 am - 11:00 amNo locationConsultants as Sellers (Workout) [More Info]
Kyle Andrews, Founding Partner, Pretium Partners
Bo Di Muccio, VP Research, Professional Services, TSIA
10:00 am - 11:00 amNo locationDeveloping 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 amNo locationField Service Excellence [More Info]
10:00 am - 11:00 amNo locationFrom Learning to Adoption: Using Education to Drive Both Skills and Influence [More Info]
Sonia Malik, Program Manager, IBM
10:00 am - 11:00 amNo locationHow Support Is Taking a Leading Role In Driving Product Supportability [More Info]
Oliver Allabauer, Director of Support, Tricentis
David Broenen, Technical Leader, Cisco Systems
10:00 am - 11:00 amNo locationPreparing for Launch [More Info]
Jodie Paxton, Sr. Director Research, Service Revenue Generation, TSIA
10:00 am - 11:00 amNo locationRetaining 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 amNo locationTapping 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 Research, Managed Services, TSIA
10:00 am - 11:00 amNo locationWe'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 pmNo locationClosing Keynote: What Will Accelerate the Blending of Sales and Services? [More Info]
J.B. Wood, President and CEO, TSIA

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