TSW Las Vegas 2018
 
10/15/2018
7:00 am - 6:00 pmBluethorn FoyerRegistration and Information
9:30 am - 10:00 amPrimrose 1 (East Level 3)Outcome Engineering 101: Achieving Initiative Alignment to Overcome Critical Business Challenges [More Info]
Patrick Carmitchel, VP, Product Management, TSIA
10:15 am - 11:30 amPrimrose 1 (East Level 3)Workshop | Outcome Engineering 201: Product Training [More Info]
Cindy Lin, Product Manager, TSIA
12:00 pm - 12:45 pmPinyon BallroomPre-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 pmBristlecone BallroomTSW | EXPO Preview and Light Lunch
1:15 pm - 1:30 pmBristlecone 10All About TSIA [More Info]
Diane Brundage, VP, Membership Development, TSIA
1:30 pm - 1:45 pmBristlecone 10Making the Most of Your TSW Conference Experience [More Info]
Diane Brundage, VP, Membership Development, TSIA
2:00 pm - 3:00 pmPinyon BallroomKeynote | Cross-Functional Strategies for Cost-Effectively Improving Your Customer Engagement Model [More Info]
J.B. Wood, President and CEO, TSIA
3:00 pm - 3:30 pmPinyon BallroomKeynote | How SAP Is Maximizing Recurring Revenues Through New Service Models and Why Services Are Driving Sales [More Info]
Andreas Heckmann, SVP, Head of Support Delivery, SAP Digital Business Services, SAP
3:30 pm - 4:00 pmPinyon BallroomKeynote | Embracing the Outcome-Based Business Model [More Info]
Jonathan Nikols, Global Head of DaaS, HP
4:00 pm - 4:15 pmBluethorn FoyerRefreshment Break
4:15 pm - 5:15 pmBristlecone 7Client Management, Customer Success and Managed Services [More Info]
George Humphrey, VP, Managed Services Research, TSIA
4:15 pm - 5:15 pmBristlecone 10Evolving the Support Employee Experience [More Info]
Judith Platz, VP, Support Services Research, TSIA
4:15 pm - 5:15 pmBristlecone 8Finding Leads for Services: Uncovering the Hidden Opportunities You Already Have but Don’t Know Where to Look [More Info]
Steve Frost, VP, Expand Selling Research, TSIA
4:15 pm - 5:15 pmBluethorn 5/6Growing Customers: Optimizing Education Services Sales [More Info]
Maria Manning-Chapman, VP, Education Services Research, TSIA
4:15 pm - 5:15 pmBristlecone 3Panel | Innovative Approaches to Improve Employee Engagement [More Info]
John Ragsdale, Distinguished VP, Service Technology Research, TSIA
Parker Davis, CEO, answer 1
Shane Anastasi, CEO and Founder, PS Principles
Sunil Mittal, EVP, Chief Sales & Marketing Officer, CSS Corp
4:15 pm - 5:15 pmPinyon 8Professional 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 pmBristlecone 9Strategic Services Power Hour [More Info]
Tom Pridham, SVP and GM, TSIA
4:15 pm - 5:15 pmPinyon 7The 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 pmBluethorn 8/9The Road to XaaS: The Land of the White Space [More Info]
Julia Stegman, VP, Service Revenue Generation Research, TSIA
4:15 pm - 5:15 pmBristlecone 4Using Customer Success to Achieve "Vertical" Business Outcomes [More Info]
Phil Nanus, VP, Customer Success Research, TSIA
5:15 pm - 7:15 pmBristlecone BallroomWelcome Reception in the TSW | EXPO [More Info]
 
10/16/2018
7:30 am - 8:15 amBristlecone BallroomTable Topics in the TSW | EXPO
7:30 am - 8:30 amBristlecone BallroomContinental Breakfast in the TSW | EXPO
7:30 am - 6:00 pmBluethorn FoyerRegistration and Information
7:30 am - 7:30 pmTSW | EXPO, Bristlecone 2Corporate Headshot Station [More Info]
7:30 am - 7:30 pmBristlecone BallroomTSW | EXPO Open
8:30 am - 9:00 amPinyon BallroomKeynote | 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 amPinyon BallroomTSIA Announcements
9:15 am - 9:45 amPinyon BallroomKeynote | Hit Refresh: Microsoft's Journey to Unlock the Power of Customer Outcomes [More Info]
Ashley Haynes-Gaspar, General Manager, US Business Applications, Microsoft
9:45 am - 10:00 amBluethorn FoyerRefreshment Break
10:00 am - 10:45 amBristlecone 7Achieving 99% Customer Retention and Creating Customers for Life in the Healthcare Vertical [More Info]
Carina Edwards, SVP, Customer Experience & Corporate Development, Imprivata
10:00 am - 10:45 amBluethorn 7Corporate 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 amPrimrose 2 (East Level 3)Customer 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 amPrimrose 4 (East Level 3)Employee 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 amCopperleaf 10 (Level 2)Helping 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 amPrimrose 5 (East Level 3)How VMware is Reinventing Support to Decrease Customer Effort and Increase Growth [More Info]
Scott Bajtos, Chief Customer Officer, VMware
10:00 am - 10:45 amPrimrose 3 (East Level 3)Iron Sharpens Iron [More Info]
Jared Raftery, Manager, Global Partner Enablement, Cisco Systems
10:00 am - 10:45 amBristlecone 8Maximize Service Sales with Innovative Methods [More Info]
Mark Leff, Sr. Manager, Customer Experience Sales Acceleration, Cisco Systems
10:00 am - 10:45 amBristlecone 9Next Generation Services Product Management [More Info]
Kevin Baranowski, Sr. Director, Global Services Portfolio, Ciena
10:00 am - 10:45 amBluethorn 5/6No Second Chances: Successful Onboarding is Key to Device-as-a-Service (DaaS) [More Info]
Roger Farnsworth, Global Lead, Device as a Service, HP
Cara Baez, Head of Device as a Service Global Customer Enablement, HP
10:00 am - 10:45 amPinyon 8Panel | 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 amPinyon 7Partners for Life: Retention Starts with Adoption [More Info]
Michael Mearman, VP UltiPro Delivery, Ultimate Software
10:00 am - 10:45 amCopperleaf 9 (Level 2)People-First Learning Transformation: Revolutionize Your Learning and Let Your People Lead the Way [More Info]
Cara Pelletier, Sr. Manager, Learning, Ultimate Software
Maria Bellera Landa, Sr. Manager, Learning Design, Ultimate Software
10:00 am - 10:45 amBristlecone 10Service Revenue Generation Breakout [More Info]
Eric Tinker, VP, Global Renewals, Riverbed Technology
10:00 am - 10:45 amBristlecone 4Social Support in the Modern Digital Era [More Info]
Tim Lopez, Director, Research, Support Services and Social, TSIA
10:00 am - 10:45 amPrimrose 1 (East Level 3)Why Customer Success? The ServiceNow Story [More Info]
Dean Robison, Head of Customer Success, ServiceNow
10:00 am - 10:45 amPinyon 6Zebra 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 pmPrimrose 4 (East Level 3)10 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 pmPinyon 7Accelerating 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 pmPrimrose 1 (East Level 3)AI-Driven Adoption in Customer Success [More Info]
Ashok Gunasekaran, VP, Customer Support, Informatica
11:00 am - 12:00 pmBristlecone 3Analytics Organization and Optimization: Survey Results and Three Case Studies [More Info]
Jeremy DalleTezze, VP, Analytics, TSIA
Sarah Swanson, Research Analyst, TSIA
11:00 am - 12:00 pmPrimrose 2 (East Level 3)Culture: The Core to a Successful Adoption Strategy [More Info]
David Sakamoto, Head of Customer Success, the Americas, Cisco Systems
11:00 am - 12:00 pmBluethorn 8/9Delivering Actionable Insights in a XaaS World [More Info]
Carol Ziegler, Director, Professional Services, Netscout Systems
11:00 am - 12:00 pmBristlecone 10Driving 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 pmCopperleaf 9 (Level 2)Education 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 pmBristlecone 7Harnessing Industry Trends to Power Service and Support Transformation [More Info]
Nicholas Dopp, VP, Service & Support, BD, Medication Management Solutions
Shannon Frank, Associate Director, Operational Excellence, BD, Medication Management Solutions
11:00 am - 12:00 pmPrimrose 3 (East Level 3)How a Hardware Vendor is Driving Customer Success with Software [More Info]
Adam Rypinski, Sr. Director, Customer Success, Juniper Networks
11:00 am - 12:00 pmPrimrose 5 (East Level 3)Impact of Highly Engaged and Emotionally Connected Employees: A Canadian Success Story [More Info]
Yvonne Benz, Sr. Support Engineer, SAP
11:00 am - 12:00 pmBristlecone 4Knowledge Management: The 4th Industrial Revolution and the Age of Relevance [More Info]
Chris Holm, Director, Customer Success, Ellucian
11:00 am - 12:00 pmCopperleaf 10 (Level 2)Maximize Your Mid-Market Strategy [More Info]
Michael Harnum, CEO, ESG
11:00 am - 12:00 pmBristlecone 9Panel | 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 pmCopperleaf 8 (Level 2)Panel | Leveraging an IoT Platform for You and Your Customer's Benefit [More Info]
Harald Kopp, Director, Industrial Services Research, TSIA
Matthew Fordenwalt, Director, Connected Services, Rockwell Automation
Tom Diederich, VP, Wireless and Solutions, Emerson Automation Solutions
Jason Schern, SVP, Professional Services and Customer Success, PTC
11:00 am - 12:00 pmBluethorn 7Panel | Make 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
Derick White, VP, Sales, SERVICE 800
Scott Schronce, VP, Global Service Business Development, Planning, & Lifecycle, Pitney Bowes Global Services & Support, Pitney Bowes
11:00 am - 12:00 pmPinyon 8The New Role of Services in a Customer-Obsessed Company [More Info]
Saood Shah, VP, Professional Services, Gainsight
11:00 am - 12:00 pmBristlecone 8The Sleeping Giant of Expand Selling Returns: Services Lead Generation [More Info]
Andrew Krainin, Senior Director, Technical Services Strategy & Operations, Cisco Systems
Michele Paino, Senior Manager, Cisco Systems
11:00 am - 12:00 pmPinyon 6Transforming Your Professional Services Organization: A JDA Case Study [More Info]
Duane Kotsen, SVP, Professional Services, JDA Software
12:00 pm - 1:30 pmBristlecone BallroomLunch and TSW | EXPO Visitation
12:30 pm - 1:10 pmBristlecone 4FinancialForce Case Study: Powerful Forecasting at your Fingertips [More Info]
12:30 pm - 1:10 pmPinyon 8Gainsight Solution Showcase [More Info]
Chris Doell, Head of Global CS, Cisco Cloud Security, Cisco Systems
Nick Mehta, CEO, Gainsight
12:30 pm - 1:10 pmBristlecone 10Grazitti Case Study: Growing Support and Supporting Growth – Examples from Marketo and Rubrik! [More Info]
Alok Ramsisaria, CEO, Grazitti Interactive
Giri Iyer, Sr. VP Global Customer Support & Success, Rubrik
Patricia Lughezzani, Group VP, Customer Support & Advocacy, Marketo
12:30 pm - 1:10 pmBristlecone 8LogMeIn Case Study: The Future of Support is Here [More Info]
Kevin Bardos, Head of Products, Support Solutions, LogMeIn
Theo Koufalias, Global Content Manager, Motorola Solutions
12:30 pm - 1:10 pmBristlecone 3PS Principles Product Demo: Project Sherpa Consultant Certification [More Info]
Shane Anastasi, CEO and Founder, PS Principles
12:30 pm - 1:10 pmBristlecone 9ServiceNow Case Study: Customer Experience in the Age of M&A: Lessons from Tangoe [More Info]
Karen Donnelly, VP, IT Business Application Support, Tangoe
1:30 pm - 2:30 pmBristlecone 45 Ways to Power Your Knowledge Management Strategy [More Info]
Jennifer Bernard, Sr. Manager, Implementation Consultating, nCino
1:30 pm - 2:30 pmPrimrose 6 (East Level 3)Automating Support for Gen Z [More Info]
Balaji Balaraman, Sr. Director, Support Automations & Innovations, Sumtotal Systems
1:30 pm - 2:30 pmBluethorn 5/6Bringing Managed Services Delivery Closer to the Customer [More Info]
Gerry Leitao, VP, Managed Services and Global Delivery, Hitachi Vantara
1:30 pm - 2:30 pmPinyon 7Building Compelling Professional Services Across the Whole Life Cycle Management Stack [More Info]
Pasquale Gallifuoco, CEO, VMI Collective
Robert Saxe, President, nVision Consulting Group
1:30 pm - 2:30 pmCopperleaf 9 (Level 2)Digital Badges: Craze or Here to Stay? [More Info]
Sandra Schwarz, Global Educational Services Administration Manager, Emerson
1:30 pm - 2:30 pmCopperleaf 8 (Level 2)Does Your Service Organization "C.A.R.E" About Sales? [More Info]
Roy Dockery, VP, Customer Care, Swisslog Healthcare
1:30 pm - 2:30 pmBristlecone 7IoT 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 pmPrimrose 1 (East Level 3)Making 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 pmBristlecone 8Moving Beyond Expand and Disband [More Info]
Jeff Kaplan, COO, LIFTinnovate
Nirav Sheth, VP, Worldwide Sales & Systems Engineering, Global Partner Organization, Cisco Systems
1:30 pm - 2:30 pmBristlecone 10Offer Transformation [More Info]
1:30 pm - 2:30 pmPinyon 6Panel | 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
Randy Mickey, SVP, Professional Services, Informatica
Marty Grosh, VP, Service Solutions, Compugen
Rob Spreadbury, Director, Operations, NCR
1:30 pm - 2:30 pmPrimrose 4 (East Level 3)Panel | Swarming [More Info]
Judith Platz, VP, Support Services Research, TSIA
Ty Bailey, Sr. Director, Global Support, Acquia
Rene Cordova, Manager, Global Customer Care, Deltek
Oliver Allabauer, Director, Support, Tricentis
1:30 pm - 2:30 pmPrimrose 3 (East Level 3)Scaling a Global Services Business Focused on Customer Outcomes [More Info]
Vinicius David, Senior Director, HP Device as a Service, HP
1:30 pm - 2:30 pmBluethorn 7Talent Management Strategies to Enable the Field Service Engineer of the Future [More Info]
1:30 pm - 2:30 pmPinyon 8The 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 pmPrimrose 2 (East Level 3)The Essential Guide to Launching your Customer Success Program Successfully [More Info]
Irit Eizips, CEO, CSM Practice
Chris Singh, Global Head, Customer Success Management, SAP
1:30 pm - 2:30 pmPrimrose 5 (East Level 3)The Many Paths to Swarming Success [More Info]
David Kay, Principal, DB Kay & Associates
Sean Guzman Murphy, Sr. Director, GCS Operations, Palo Alto Networks
Nick Luders, Director, Customer Success, Ultimate Software
1:30 pm - 2:30 pmCopperleaf 10 (Level 2)Using a Customer Enablement Tech Stack to Drive Adoption [More Info]
Melanie Gallo, Sr. Director, Zenefits
Linda Schwaber-Cohen, Sr. Manager, Training, Skilljar
2:30 pm - 2:45 pmNo locationMoving Break
2:45 pm - 3:25 pmPinyon 6ANCILE Product Demo: User Adoption: Put the Keys to Success at Their Fingertips [More Info]
Mal Poulin, VP Strategy, ANCILE Solutions
2:45 pm - 3:25 pmPinyon 7Clarizen Case Study: Stop, Pass or Pivot? How Box Services Scaled for Hypergrowth & Customer Nirvana [More Info]
James Bridgewater, Customer Success Operations Specialists, Box
Jayne Malhi, Sr. Manager GTM Operations, Box
Todd Valentine, Enterprise Accounts, Clarizen
2:45 pm - 3:25 pmBluethorn 5/6Coveo Case Study: Palo Alto Networks’ AI-Powered Support Transformation [More Info]
Mike LaStella, Director, Online Services, Palo Alto Networks
Gina Hancher, Director, Online Customer Experience, Palo Alto Networks
Jennifer MacIntosh, VP of Customer Success, Coveo
2:45 pm - 3:25 pmBluethorn 8/9HP Case Study: HP Partnership: Forecasting the Future Together [More Info]
Kimberly Cesena, WW, Senior Channel Marketing Manager, HP Services and Solutions, HP
Juan Fernandez, VP Managed IT Services, ImageNet Consulting
2:45 pm - 3:25 pmBristlecone 8iasset.com Case Study: The Power of Automation in Today’s XaaS World [More Info]
Jim Stockwell, VP, Sales, iasset.com
2:45 pm - 3:25 pmBristlecone 7Keyedin Case Study: Death of the Billable Hour: How Moving to a Fixed Bid Model Can Drive Both Happy Customers and Profits [More Info]
Cannon Kuch, VP, Professional Services, Ivanti
Tim Short, VP, Services North America, KeyedIn
2:45 pm - 3:25 pmPinyon 8Kimble Applications Case Study: From Knee-Jerk to Strategic Decisions: KPIs v Trends [More Info]
Mark Robinson, Co-Founder and CMO, Kimble Applications
Marc Lacroix, Managing Partner, RTM Consulting
2:45 pm - 3:25 pmBristlecone 9Lithium Solution Showcase [More Info]
2:45 pm - 3:25 pmBristlecone 10Miller Heiman Group Case Study: Engaged Employees: Engage your Customers [More Info]
Phill Rosenzweig, Sr. Account Executive, Miller Heiman Group
Phil Eichhorst, Product Support Manager , Transcend Insights
2:45 pm - 3:25 pmBristlecone 4ServiceSource Case Study: Finding Clarity of Vision Through the Data Deluge [More Info]
Ricardo Craft, SVP, Technology and Services, ServiceSource
2:45 pm - 3:25 pmBristlecone 3Sutherland Solution Showcase [More Info]
2:45 pm - 3:25 pmBluethorn 7Workday Product Demo: Workday Financial Management, HCM, and PSA on a Single Platform: A Game-Changer for Professional Services Organizations [More Info]
Karan Yadav, Strategic Technology Industry Advisor, Workday
John Schmeisser, Solution Consultant Manager, Workday
3:30 pm - 4:30 pmBristlecone BallroomRefreshment Break in the TSW | EXPO
3:40 pm - 4:20 pmPinyon 8Changepoint Case Study: Your PS Orchestra Doesn’t Need Strings…It Needs ROPEs™ [More Info]
Frank Fenello, Managing Director, UHY Advisors
Stephen Lathrop, Principal, UHY Advisors
Larry Kading, VP, Changepoint PSA, Changepoint
3:40 pm - 4:20 pmBristlecone 10CSS Corp Solution Showcase [More Info]
3:40 pm - 4:20 pmBristlecone 3Mavenlink Case Study: Keys to Scaling Profitable PS Growth in the New Economy [More Info]
Chris Scalia, SVP, Professional Services, Mavenlink
Tony Romano, VP, Consulting Operations, Vizient
3:40 pm - 4:20 pmBristlecone 4ServiceSource Solution Showcase [More Info]
3:40 pm - 4:20 pmBristlecone 8TOP Step Consulting Product Demo: Effective PSA Adoption To Support PS Growth [More Info]
Jodi Cicci, Executive Advisor, TOP Step Consulting
3:40 pm - 4:20 pmBristlecone 9Totango Solution Showcase [More Info]
Dilip Kumar, COO, Dimension Data
Guy Nirpaz, Founder & CEO, Totango
4:30 pm - 5:00 pmPinyon BallroomKeynote | How to Create Experiences Customers Love and Be Happy Doing It [More Info]
Brian de Haaff, Author, Co-Founder and CEO, Aha!
5:00 pm - 5:30 pmPinyon BallroomKeynote | Optimizing Organizational Capabilities for XaaS and Why It Looks a Lot Like Managed Services [More Info]
George Humphrey, VP, Managed Services Research, TSIA
5:30 pm - 7:30 pmBristlecone BallroomReception in the TSW | EXPO [More Info]
8:00 pm - 9:30 pmPrimrose 1 (East Level 3)Movie Screening | Optimistic Traveler’s “I Have a Dream: Africa”
 
10/17/2018
7:30 am - 8:15 amBristlecone BallroomTable Topics in the TSW | EXPO
7:30 am - 8:30 amBristlecone BallroomContinental Breakfast in the TSW | EXPO
7:30 am - 12:00 pmBluethorn FoyerRegistration and Information
8:30 am - 9:30 amPinyon 8Accelerating Customer Value Realization with Proven Agile Cloud PS Delivery Frameworks [More Info]
Ken Pechous, VP, SAP Customer Experience Cloud Services, SAP
8:30 am - 9:30 amBristlecone 8An Introduction to Sales for Non-Salespeople [More Info]
Steve Frost, VP, Expand Selling Research, TSIA
Martin Dove, VP, Subscription Sales Research, TSIA
8:30 am - 9:30 amPrimrose 6 (East Level 3)Automating the Annoyances: A Bottom-Up Approach to Reducing the Disruptions Support Engineers Face [More Info]
Nakul Patel, Support Engineer, SAP
8:30 am - 9:30 amBristlecone 7Bridging 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 amPrimrose 3 (East Level 3)Building Your CSM of the Future (Workout) [More Info]
Mike Ulaky, Sr. Manager, Customer Success, Citrix
8:30 am - 9:30 amBluethorn 8/9Consultative 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 amPrimrose 1 (East Level 3)Dating Your Customers Again [More Info]
Rick Gary, VP, Global Customer Success, Change Healthcare
8:30 am - 9:30 amPinyon 6Drive the Journey [More Info]
Danella Stephany, Director, Customer Success, nCino
Ryan Atkins, VP, Professional Services, nCino
8:30 am - 9:30 amCopperleaf 9 (Level 2)Education Services Table Topics (Workout) [More Info]
Maria Manning-Chapman, VP, Education Services Research, TSIA
8:30 am - 9:30 amBluethorn 5/6From 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 amPrimrose 5 (East Level 3)Increase Employee Engagement While Transforming Your Support Organization [More Info]
Brandon Jacobson, Support Engineer, SAP
8:30 am - 9:30 amBristlecone 10Interactive Session: Renewal Leaders [More Info]
Julia Stegman, VP, Service Revenue Generation Research, TSIA
8:30 am - 9:30 amBristlecone 9Interactive Session: Services Marketing [More Info]
Jodie Paxton, Sr. Director, Service Revenue Generation Research, TSIA
8:30 am - 9:30 amBristlecone 4Live Chat 101 [More Info]
Oliver Allabauer, Director, Support, Tricentis
8:30 am - 9:30 amPrimrose 4 (East Level 3)Panel | 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 amPrimrose 2 (East Level 3)Raising the Bar with New Free Platinum-Level Support Services and Advanced Services Options [More Info]
Peter Armaly, Strategic Advisor, Customer Success, Oracle
8:30 am - 9:30 amPinyon 7Services as the Foundation for Growth [More Info]
Robert Weismantel, Sr. Manager, Cisco Systems
9:30 am - 10:00 amBristlecone BallroomRefreshment Break in the TSW | EXPO [More Info]
9:30 am - 11:00 amBristlecone BallroomTSW | EXPO Final Opportunity
10:00 am - 10:30 amPinyon BallroomSTAR Awards Recognition [More Info]
10:30 am - 11:00 amPinyon BallroomKeynote | Leading with Legendary Success in the Sales Process [More Info]
Neil Senior, VP, Global Customer Success, Mimecast
11:00 am - 12:00 pmPinyon BallroomClosing Keynote | Improving Your Vertical Leap [More Info]
Thomas Lah, Executive Director, TSIA

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