TSW Las Vegas 2018
 
10/15/2018
7:00 am - 6:00 pmNo locationRegistration and Information
9:30 am - 10:00 amNo locationInitiative 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 amNo locationTSIA Outcome Chains Product Training: Team Workshop [More Info]
Cindy Lin, Product Manager, TSIA
12:00 pm - 12:45 pmNo locationPre-Conference Keynote: Employee Engagement in the Era of Talent Wars [More Info]
John Ragsdale, Distinguished VP, Service Technology Research, TSIA
12:45 pm - 1:45 pmNo locationTSW | EXPO Preview
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 locationOpening Keynote [More Info]
J.B. Wood, President and CEO, TSIA
3:00 pm - 3:30 pmNo locationKeynote presented by SAP [More Info]
Andreas Heckmann, SVP, Head of Support Delivery, SAP Digital Business Services, SAP
3:30 pm - 4:00 pmNo locationKeynote presented by HP [More Info]
Jonathan Nikols, Global Head of DaaS, HP
4:00 pm - 4:15 pmNo locationRefreshment Break
4:15 pm - 5:15 pmNo locationAnalytics Power Hour [More Info]
Jeremy DalleTezze, VP, Analytics, TSIA
4:15 pm - 5:15 pmNo locationExpand Selling Power Hour [More Info]
Steve Frost, VP, Expand Selling Research, TSIA
4:15 pm - 5:15 pmNo locationGrowing Customers: Optimizing Education Services Sales [More Info]
Maria Manning-Chapman, VP, Education Services Research, TSIA
4:15 pm - 5:15 pmNo locationManaged Services Power Hour [More Info]
George Humphrey, VP, Managed Services Research, TSIA
4:15 pm - 5:15 pmNo locationPanel Discussion: Innovative Approaches to Improve Employee Engagement [More Info]
John Ragsdale, Distinguished VP, Service Technology Research, TSIA
4:15 pm - 5:15 pmNo locationProfessional Services as a LAER Engine: Understanding the Latest Best Practices and KPIs [More Info]
Bo Di Muccio, Distinguished VP, Professional Services Research, TSIA
4:15 pm - 5:15 pmNo locationStrategic Services Power Hour [More Info]
Tom Pridham, SVP and GM, TSIA
4:15 pm - 5:15 pmNo locationSupport Services Power Hour [More Info]
Judith Platz, VP, Support Services Research, TSIA
4:15 pm - 5:15 pmNo locationThe New Field Service Organization: New Adoption Role, New KPI’s, New Technology, New Compensation [More Info]
Vele Galovski, VP, Field Services Research, TSIA
4:15 pm - 5:15 pmNo locationThe Road to XaaS: The Land of the White Space [More Info]
Julia Stegman, VP, Service Revenue Generation Research, TSIA
4:15 pm - 5:15 pmNo locationUsing Customer Success to Achieve ‘Vertical’ Business Outcomes [More Info]
Phil Nanus, VP, Customer Success Research, TSIA
5:15 pm - 7:15 pmNo locationWelcome Reception in the TSW | EXPO [More Info]
 
10/16/2018
7:30 am - 8:15 amNo locationTable Topics in the TSW | EXPO
7:30 am - 8:30 amNo locationGrab-and-Go Coffee and Bites in the TSW | EXPO
7:30 am - 6:00 pmBluethorn FoyerRegistration and Information
7:30 am - 7:30 pmNo locationTSW | EXPO Open
8:30 am - 9:00 amNo locationKeynote: Making a Million Dreams Come True [More Info]
Milan Bihlmann, Author and Film Maker, Optimistic Traveler
Muammer Yilmaz, Author and Film Maker, Optimistic Traveler
9:00 am - 9:15 amNo locationTSIA Announcements
9:15 am - 9:45 amNo locationKeynote presented by Microsoft [More Info]
Ashley Haynes-Gaspar, General Manager, Business Applications, Microsoft
9:45 am - 10:00 amNo locationRefreshment Break
10:00 am - 10:45 amNo locationCorporate Training Programs: A Journey from Transactional Product Focused Engagements to Long-Term Workforce Development Programs [More Info]
Jeff Hackney, Director, Global Educational Services, Emerson
10:00 am - 10:45 amNo locationCustomer Success: An Entire Company Effort [More Info]
Eric Pelander, Co-Chairman & Founder, Waterstone Management Group
Tim Atkin, Chief Client Officer, Blackboard
10:00 am - 10:45 amNo locationEmployee Engagement: Passion Can't Be Found in Your Head, It Lives in Your Heart [More Info]
Chris Holm, Director, Customer Success, Ellucian
10:00 am - 10:45 amNo locationHelping Customers to Help Themselves: A New Approach to Industrial Skills Solutions [More Info]
Brian Fortney, Global Business Manager, Rockwell Automation
10:00 am - 10:45 amNo locationHow VMware is Reinventing Support to Decrease Customer Effort and Increase Growth [More Info]
Scott Bajtos, Chief Customer Officer, VMware
10:00 am - 10:45 amNo locationImplementing CPQ and Leveraging Technology for Renewals
10:00 am - 10:45 amNo locationIron Sharpens Iron [More Info]
Jared Raftery, Manager, Global Partner Enablement, Cisco Systems
10:00 am - 10:45 amNo locationMaximize Service Sales with Innovative Methods [More Info]
Mark Leff, Sr. Manager, Customer Experience Sales Acceleration, Cisco Systems
10:00 am - 10:45 amNo locationNo Second Chances: Successful Onboarding is Key to Device-as-a-Service (DaaS) [More Info]
Roger Farnsworth, Global Lead, Device as a Service, HP
10:00 am - 10:45 amNo locationPanel: Strategies for Resource Planning and Management for a LAER Effective PSO [More Info]
Marc Lacroix, Managing Partner, RTM Consulting
David Young, Director, Professional Services Research & Operational Best Practices, TSIA
10:00 am - 10:45 amNo locationPartners for Life: Retention Starts with Adoption [More Info]
Michael Mearman, VP UltiPro Delivery, Ultimate Software
10:00 am - 10:45 amNo locationPeople-First Learning Transformation: Revolutionize Your Learning and Let Your People Lead the Way [More Info]
Cara Pelletier, Sr. Manager, Learning, Ultimate Software
10:00 am - 10:45 amNo locationService Portfolio Management [More Info]
Kevin Baranowski, Sr. Director, Global Services Portfolio, Ciena
10:00 am - 10:45 amNo locationSocial Support in the Modern Digital Era [More Info]
Tim Lopez, Director, Research, Support Services and Social, TSIA
10:00 am - 10:45 amNo locationZebra Signature Services: Transforming the Professional Services Portfolio for Partner Success [More Info]
Todd Berner, Director, Global Professional Services Portfolio, Zebra Technologies
10:45 am - 11:00 amNo locationMoving Break
11:00 am - 12:00 pmNo location Panel: Leveraging an IoT Platform for You and Your Customer's Benefit [More Info]
Harald Kopp, Director, Industrial Services Research, TSIA
11:00 am - 12:00 pmNo location10 Critical Elements of an Employee Engagement Program [More Info]
Dustin Shulkin, Sr. Member Success Manager, TSIA
John Ragsdale, Distinguished VP, Service Technology Research, TSIA
Judith Platz, VP, Support Services Research, TSIA
11:00 am - 12:00 pmNo locationAccelerating Customer Time to Value With Professional Service Offers (Workout) [More Info]
Kyle Andrews, Founding Partner, Pretium Partners
Bo Di Muccio, Distinguished VP, Professional Services Research, TSIA
11:00 am - 12:00 pmNo locationAI-Driven Adoption in Customer Success [More Info]
Ashok Gunasekaran, VP, Customer Support, Informatica
11:00 am - 12:00 pmNo locationConsultative Best Practices [More Info]
Dave Montagne, Sr. Manager, Professional Services Delivery, Equinix
11:00 am - 12:00 pmNo locationCulture: The Core to a Successful Adoption Strategy [More Info]
David Sakamoto, Head of Customer Success, the Americas, Cisco Systems
11:00 am - 12:00 pmNo locationDelivering Actionable Insights in a XaaS World [More Info]
Carol Ziegler, Director, Professional Services, Netscout Systems
11:00 am - 12:00 pmNo locationDriving Consistent Customer Experience Through a Unified Services Portfolio [More Info]
Hubert Selvanathan, Partner, Waterstone Management Group
Sowmya Srinivasan, Director, CS&S Operations, Informatica
11:00 am - 12:00 pmNo locationEducation Services Data Collection Strategies [More Info]
Jeff Hackney, Director, Global Educational Services, Emerson
Maria Manning-Chapman, VP, Education Services Research, TSIA
11:00 am - 12:00 pmNo locationImpact of Highly Engaged and Emotionally Connected Employees on a LEAR Effective Company [More Info]
Yvonne Benz, Sr. Support Engineer, SAP
11:00 am - 12:00 pmNo locationKnowledge Management: The 4th Industrial Revolution and the Age of Relevance [More Info]
Chris Holm, Director, Customer Success, Ellucian
11:00 am - 12:00 pmNo locationMake Customer Service Your Growth Engine: Best Practices in Improving the Customer Experience [More Info]
Randy Mysliviec, President and CEO, RTM Consulting
Vele Galovski, VP, Field Services Research, TSIA
11:00 am - 12:00 pmNo locationMaximize Your Mid-Market Strategy [More Info]
Michael Harnum, CEO, ESG
11:00 am - 12:00 pmNo locationPanel: Industrial Equipment and Healthcare Offers [More Info]
Julia Stegman, VP, Service Revenue Generation Research, TSIA
Amar Arekapudi, VP, Operations, Customer Success, GE Digital
11:00 am - 12:00 pmNo locationThe New Role of Services in a Customer-Obsessed Company [More Info]
Saood Shah, VP, Professional Services, Gainsight
12:00 pm - 1:30 pmNo locationLunch and TSW | EXPO Visitation
12:30 pm - 1:10 pmNo locationFinancialForce Solution Showcase [More Info]
12:30 pm - 1:10 pmNo locationGainsight Solution Showcase [More Info]
12:30 pm - 1:10 pmNo locationGrazitti Solution Showcase [More Info]
12:30 pm - 1:10 pmNo locationLogMeIn Solution Showcase [More Info]
12:30 pm - 1:10 pmNo locationPS Principles Solution Showcase [More Info]
12:30 pm - 1:10 pmNo locationServiceNow Solution Showcase [More Info]
1:30 pm - 2:30 pmNo location5 Ways to Power Your Knowledge Management Strategy [More Info]
Jennifer Bernard, Sr. Manager, Implementation Consultating, nCino
1:30 pm - 2:30 pmNo locationAutomating Support for Gen-Z [More Info]
Balaji Balaraman, Sr. Director, Support Automations & Innovations, Sumtotal Systems
1:30 pm - 2:30 pmNo locationBringing Managed Services Delivery Closer to the Customer [More Info]
1:30 pm - 2:30 pmNo locationDigital Badges: Craze or Here to Stay? [More Info]
Sandra Schwarz, Global Educational Services Administration Manager, Emerson
1:30 pm - 2:30 pmNo locationDoes Your Service Organization "C.A.R.E" About Sales? [More Info]
Roy Dockery, VP, Customer Care, Swisslog Healthcare
1:30 pm - 2:30 pmNo locationIoT Service Offers for Hardware and Equipment Manufacturers [More Info]
Vele Galovski, VP, Field Services Research, TSIA
Harald Kopp, Director, Industrial Services Research, TSIA
1:30 pm - 2:30 pmNo locationMaking Customer Success a Company-Wide Imperative at Tableau [More Info]
Jenny Beazley, Global Director, Customer Success Programs & Operations, Tableau
Chris Bates, VP, Global Customer Success, Tableau
1:30 pm - 2:30 pmNo locationOffer Transformation [More Info]
1:30 pm - 2:30 pmNo locationPanel: From Technologist to Consultant in Professional Services: “What Got You Here Won’t Get You There” [More Info]
Ryan Childers, Practice Leader, Training, RTM Consulting
Bo Di Muccio, Distinguished VP, Professional Services Research, TSIA
1:30 pm - 2:30 pmNo locationPanel: Swarming [More Info]
Judith Platz, VP, Support Services Research, TSIA
1:30 pm - 2:30 pmNo locationServices as the Foundation for Growth [More Info]
Robert Weismantel, Sr. Manager, Cisco Systems
1:30 pm - 2:30 pmNo locationTalent Management Strategies to Enable the Field Service Engineer of the Future [More Info]
1:30 pm - 2:30 pmNo locationThe Edge of Consistency, Time-to-Value, and Customer Outcomes [More Info]
Tracy Aitcheson, Services Engineering Architect, Ellucian
Rod Gallagher, Director, Strategic Solutions, Ellucian
1:30 pm - 2:30 pmNo locationThe Many Paths to Swarming Success [More Info]
David Kay, Principal, DB Kay & Associates
Sean Murphy, Sr. Director, GCS Operations, Palo Alto Networks
Nick Luders, Director, Customer Success, Ultimate Software
1:30 pm - 2:30 pmNo locationUsing a Customer Enablement Tech Stack to Drive Adoption [More Info]
Melanie Gallo, Sr. Director, Zenefits
Linda Schwaber-Cohen, Sr. Manager, Training, Skilljar
1:30 pm - 2:30 pmNo locationWhy Rethink Organizational Change Management to Achieve Clients' Business Outcomes [More Info]
Irit Eizips, CEO, CSM Practice
Chris Singh, Global Head, Customer Success Management, SAP
2:30 pm - 2:45 pmNo locationMoving Break
2:45 pm - 3:25 pmNo locationANCILE Solution Showcase [More Info]
2:45 pm - 3:25 pmNo locationClarizen Solution Showcase [More Info]
2:45 pm - 3:25 pmNo locationCoveo Solution Showcase [More Info]
2:45 pm - 3:25 pmNo locationHP Solution Showcase [More Info]
2:45 pm - 3:25 pmNo locationiasset.com Solution Showcase [More Info]
2:45 pm - 3:25 pmNo locationKeyedin Solution Showcase [More Info]
2:45 pm - 3:25 pmNo locationKimble Applications Solution Showcase [More Info]
2:45 pm - 3:25 pmNo locationLithium Solution Showcase [More Info]
2:45 pm - 3:25 pmNo locationMiller Heiman Group Solution Showcase [More Info]
2:45 pm - 3:25 pmNo locationServiceSource Solution Showcase [More Info]
2:45 pm - 3:25 pmNo locationSutherland Solution Showcase [More Info]
2:45 pm - 3:25 pmNo locationWorkday Solution Showcase [More Info]
3:30 pm - 4:30 pmNo locationRefreshment Break in the TSW | EXPO
3:40 pm - 4:20 pmNo locationChangepoint Solution Showcase [More Info]
3:40 pm - 4:20 pmNo locationCSS Corp Solution Showcase [More Info]
3:40 pm - 4:20 pmNo locationMavenlink Solution Showcase [More Info]
3:40 pm - 4:20 pmNo locationServiceSource Solution Showcase [More Info]
3:40 pm - 4:20 pmNo locationTOP Step Consulting Solution Showcase [More Info]
3:40 pm - 4:20 pmNo locationTotango Solution Showcase [More Info]
4:30 pm - 5:00 pmNo locationKeynote: How Customer Success Can Help Unlock Product Insights [More Info]
Brian de Haaff, Author, Co-Founder and CEO, Aha!
5:00 pm - 5:30 pmNo locationKeynote: The Managed XaaS Portfolio [More Info]
George Humphrey, VP, Managed Services Research, TSIA
5:30 pm - 7:30 pmNo locationReception in the TSW | EXPO [More Info]
 
10/17/2018
7:30 am - 8:15 amNo locationTable Topics in the TSW | EXPO
7:30 am - 8:30 amNo locationGrab-and-Go Coffee and Bites in the TSW | EXPO
7:30 am - 10:30 amNo locationTSW | EXPO Final Opportunity
7:30 am - 12:00 pmNo locationRegistration and Information
8:30 am - 9:30 amNo locationAccelerating Customer Value Realization with Proven Agile Cloud PS Delivery Frameworks [More Info]
Ken Pechous, VP Global C/4HANA Cloud Services, SAP
8:30 am - 9:30 amNo locationAutomating the Annoyances: A Bottom-Up Approach to Reducing the Disruptions Support Engineers Face [More Info]
Hunter Young, Support Engineer, SAP North America
8:30 am - 9:30 amNo locationBridging the Gap Between Legacy Equipment and Digital Services [More Info]
Eric Markwardt, VP, Customer and Sales Support, FOSS North America
8:30 am - 9:30 amNo locationBuilding Compelling Professional Services across the Whole Lifecycle Management Stack [More Info]
Pasquale Gallifuoco, CEO, VMI Collective
8:30 am - 9:30 amNo locationBuilding Your CSM of the Future (Workout) [More Info]
Mike Ulaky, Sr. Manager, Customer Success, Citrix
8:30 am - 9:30 amNo locationConsultative Selling Approaches to Selling Managed Services (Workout) [More Info]
Bill Hall, Partner, Pretium Partners
George Humphrey, VP, Managed Services Research, TSIA
8:30 am - 9:30 amNo locationDating Your Customers Again [More Info]
Rick Gary, VP, Global Customer Success, Change Healthcare
8:30 am - 9:30 amNo locationDrive the Journey [More Info]
Jennifer Bernard, Sr. Manager, Implementation Consultating, nCino
8:30 am - 9:30 amNo locationEducation Services Table Topics (Workout) [More Info]
Maria Manning-Chapman, VP, Education Services Research, TSIA
8:30 am - 9:30 amNo locationFrom Log Data to Visual Analytics: Creating Customer Value from Chatty Systems [More Info]
Steven Eisner, Sr. Product Manager, Services, Konica Minolta Healthcare Americas
8:30 am - 9:30 amNo locationIncrease Employee Engagement While Transforming Your Support Organization [More Info]
Brandon Jacobson, Support Engineer, SAP
8:30 am - 9:30 amNo locationInteractive Session: Renewal Leaders [More Info]
Julia Stegman, VP, Service Revenue Generation Research, TSIA
8:30 am - 9:30 amNo locationInteractive Session: Services Marketing [More Info]
Jodie Paxton, Sr. Director, Service Revenue Generation Research, TSIA
8:30 am - 9:30 amNo locationLive Chat 101 [More Info]
Oliver Allabauer, Director, Support, Tricentis
8:30 am - 9:30 amNo locationPanel: Guidelines and Guardrails: A Simple, Powerful Technique to Create Emotionally Connected Employees [More Info]
Phil Verghis, CEO and Co-Founder, Klever Insight
John Ragsdale, Distinguished VP, Service Technology Research, TSIA
Judith Platz, VP, Support Services Research, TSIA
8:30 am - 9:30 amNo locationRaising the Bar with New Free Platinum-Level Support Services and Advanced Services Options [More Info]
Peter Armaly, Strategic Advisor, Customer Success, Oracle
9:30 am - 10:00 amNo locationRefreshment Break in the TSW | EXPO [More Info]
10:00 am - 10:30 amNo locationSTAR Awards [More Info]
10:30 am - 11:00 amNo locationKeynote: Leading with Legendary Success in the Sales Process [More Info]
Neil Senior, VP, Global Customer Success, Mimecast
11:00 am - 12:00 pmNo locationClosing Keynote [More Info]
Thomas Lah, Executive Director, TSIA

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