10/15/2018 | |||
7:00 am - 6:00 pm | Bluethorn Foyer | Registration and Information | |
9:30 am - 10:00 am | Primrose 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 am | Primrose 1 (East Level 3) | Workshop | Outcome Engineering 201: Product Training [More Info] Cindy Lin, Product Manager, TSIA | |
12:00 pm - 12:45 pm | Pinyon Ballroom | Pre-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 pm | Bristlecone Ballroom | TSW | EXPO Preview and Light Lunch | |
1:15 pm - 1:30 pm | Bristlecone 10 | All About TSIA [More Info] Diane Brundage, VP, Membership Development, TSIA | |
1:30 pm - 1:45 pm | Bristlecone 10 | Making the Most of Your TSW Conference Experience [More Info] Diane Brundage, VP, Membership Development, TSIA | |
2:00 pm - 3:00 pm | Pinyon Ballroom | Keynote | 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 pm | Pinyon Ballroom | Keynote | 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 pm | Pinyon Ballroom | Keynote | Embracing the Outcome-Based Business Model [More Info] Jonathan Nikols, Global Head of DaaS, HP | |
4:00 pm - 4:15 pm | Bluethorn Foyer | Refreshment Break | |
4:15 pm - 5:15 pm | Bristlecone 7 | Client Management, Customer Success and Managed Services [More Info] George Humphrey, VP, Managed Services Research, TSIA | |
4:15 pm - 5:15 pm | Bristlecone 10 | Evolving the Support Employee Experience [More Info] Judith Platz, VP, Support Services Research, TSIA | |
4:15 pm - 5:15 pm | Bristlecone 8 | Finding 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 pm | Bristlecone 9 | Getting Started with Transformational Projects and Strategies to Accelerate Desired Outcomes [More Info] Tom Pridham, SVP and GM, TSIA Angela Cooper, GM, WW Customer Success Strategy, Microsoft Laurel Mackie-Lehnhoff, VP Sales Operations, Change Healthcare Mary Beth Walker, Head of WW GTM and Sales Strategy,, HP | |
4:15 pm - 5:15 pm | Bluethorn 5/6 | Growing Customers: Optimizing Education Services Sales [More Info] Maria Manning-Chapman, VP, Education Services Research, TSIA | |
4:15 pm - 5:15 pm | Bluethorn 8/9 | How Mature is Your Renewal Model? [More Info] Julia Stegman, VP, Service Revenue Generation Research, TSIA | |
4:15 pm - 5:15 pm | Bristlecone 3 | Panel | 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 pm | Pinyon 8 | Professional 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 pm | Pinyon 7 | The 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 pm | Bristlecone 4 | Using Customer Success to Achieve "Vertical" Business Outcomes [More Info] Phil Nanus, VP, Customer Success Research, TSIA | |
5:15 pm - 7:15 pm | Bristlecone Ballroom | Welcome Reception in the TSW | EXPO [More Info] | |
10/16/2018 | |||
7:30 am - 8:15 am | Bristlecone Ballroom | Table Topics in the TSW | EXPO [More Info] | |
7:30 am - 8:30 am | Bristlecone Ballroom | Continental Breakfast in the TSW | EXPO | |
7:30 am - 6:00 pm | Bluethorn Foyer | Registration and Information | |
7:30 am - 7:30 pm | TSW | EXPO, Bristlecone 2 | Corporate Headshot Station [More Info] | |
7:30 am - 7:30 pm | Bristlecone Ballroom | TSW | EXPO Open | |
8:30 am - 9:00 am | Pinyon Ballroom | Keynote | 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 am | Pinyon Ballroom | Strategic Certifications Recognition | |
9:15 am - 9:45 am | Pinyon Ballroom | Keynote | 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 am | Bluethorn Foyer | Refreshment Break | |
10:00 am - 10:45 am | Bristlecone 7 | Achieving 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 am | Bristlecone 3 | Corporate 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 am | Primrose 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 am | Primrose 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 am | Copperleaf 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 am | Primrose 5 (East Level 3) | How VMware is Reinventing Support to Decrease Customer Effort and Increase Growth [More Info] Alexa Erjavic, Sr. Director, Customer Solutions, VMware | |
10:00 am - 10:45 am | Primrose 3 (East Level 3) | Iron Sharpens Iron: The Cutting Edge of Partner Success [More Info] Jared Raftery, Sr. Manager, Global Partner Strategy, Cisco Systems | |
10:00 am - 10:45 am | Bristlecone 8 | Maximize Service Sales with Innovative Methods [More Info] Mark Leff, Sr. Manager, Customer Experience Sales Acceleration, Cisco Systems | |
10:00 am - 10:45 am | Bristlecone 9 | Next Generation Services Product Management [More Info] Kevin Baranowski, Sr. Director, Global Services Portfolio, Ciena | |
10:00 am - 10:45 am | Bluethorn 8/9 | No 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 am | Pinyon 8 | Panel | 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 Rob Spreadbury, Director, Operations, NCR Jeff Sontheimer, VP, Global Services Enablement, Guidewire Josh Arbaugh, VP, Professional Services, Informatica | |
10:00 am - 10:45 am | Primrose 6 (East Level 3) | Panel | What’s the Buzz about 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 | |
10:00 am - 10:45 am | Pinyon 7 | Partners for Life: Retention Starts with Adoption [More Info] Michael Mearman, VP UltiPro Delivery, Ultimate Software | |
10:00 am - 10:45 am | Copperleaf 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 am | Bristlecone 10 | Renewals: The Building Blocks of Your Company’s Annuity [More Info] Eric Tinker, VP, Global Renewals, Riverbed Technology | |
10:00 am - 10:45 am | Bristlecone 4 | Social Support in the Modern Digital Era [More Info] Tim Lopez, Director, Research, Support Services and Social, TSIA | |
10:00 am - 10:45 am | Primrose 1 (East Level 3) | Why Customer Success? The ServiceNow Story [More Info] Dean Robison, Head of Customer Success, ServiceNow | |
10:00 am - 10:45 am | Pinyon 6 | Zebra 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 am | No location | Moving Break | |
11:00 am - 12:00 pm | Primrose 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 pm | Pinyon 7 | Accelerating 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 pm | Primrose 1 (East Level 3) | AI-Driven Adoption in Customer Success [More Info] Ashok Gunasekaran, VP, Customer Support, Informatica | |
11:00 am - 12:00 pm | Bristlecone 3 | Analytics 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 pm | Primrose 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 pm | Bluethorn 8/9 | Delivering Actionable Insights in a XaaS World [More Info] Carol Ziegler, Director, Professional Services, Netscout Systems | |
11:00 am - 12:00 pm | Bristlecone 9 | Driving 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 pm | Copperleaf 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 pm | Bristlecone 7 | Harnessing 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 pm | Primrose 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 pm | Primrose 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 pm | Bristlecone 10 | Interactive Session | Speed Round: Best Practice Exchange with Renewal Leaders [More Info] Julia Stegman, VP, Service Revenue Generation Research, TSIA | |
11:00 am - 12:00 pm | Bristlecone 4 | Knowledge Management: The 4th Industrial Revolution and the Age of Relevance [More Info] Chris Holm, Director, Customer Success, Ellucian | |
11:00 am - 12:00 pm | Copperleaf 10 (Level 2) | Maximize Your Mid-Market Strategy [More Info] Michael Harnum, CEO, ESG | |
11:00 am - 12:00 pm | Copperleaf 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 pm | Bluethorn 7 | Panel | 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 pm | Pinyon 8 | The New Role of Services in a Customer-Obsessed Company [More Info] Saood Shah, VP, Professional Services, Gainsight | |
11:00 am - 12:00 pm | Bristlecone 8 | The 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 pm | Pinyon 6 | Transforming Your Professional Services Organization: A JDA Case Study [More Info] Duane Kotsen, SVP, Professional Services, JDA Software | |
12:00 pm - 1:30 pm | Bristlecone Ballroom | Lunch and TSW | EXPO Visitation | |
12:30 pm - 1:10 pm | Bristlecone 4 | FinancialForce Case Study: Powerful Forecasting at Your Fingertips [More Info] Rick Tolocka, VP, Technology Operations, Phase2 Technology Austin Rohr, Global Evangelist, PSA, FinancialForce | |
12:30 pm - 1:10 pm | Pinyon 8 | Gainsight Case Study: Delivering Customer Success Globally, in an On-Prem, Regulated Environment [More Info] Nick Mehta, CEO, Gainsight Roelf Kuitse, Director, WW Customer Success, Imprivata | |
12:30 pm - 1:10 pm | Bristlecone 10 | Grazitti 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 pm | Bristlecone 8 | LogMeIn Case Study: How Motorola Delivers ‘Grade A’ Customer Support [More Info] Kevin Bardos, Head of Products, Support Solutions, LogMeIn Theo Koufalias, Global Content Manager, Motorola Solutions | |
12:30 pm - 1:10 pm | Bristlecone 3 | PS Principles Product Demo: Project Sherpa Consultant Certification [More Info] Shane Anastasi, CEO and Founder, PS Principles | |
12:30 pm - 1:10 pm | Bristlecone 9 | ServiceNow Case Study: Customer Experience in the Age of M&A: Lessons from Tangoe [More Info] Karen Donnelly, VP, IT Business Application Support, Tangoe Todd Idler, Sr. Manager, Product Marketing, Customer Service Management, ServiceNow | |
1:30 pm - 2:30 pm | Bristlecone 4 | 5 Ways to Power Your Knowledge Management Strategy [More Info] Jennifer Bernard, Sr. Manager, Implementation Consultating, nCino | |
1:30 pm - 2:30 pm | Primrose 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 pm | Bluethorn 5/6 | Bringing Managed Services Delivery Closer to the Customer [More Info] Gerry Leitao, VP, Managed Services and Global Delivery, Hitachi Vantara | |
1:30 pm - 2:30 pm | Pinyon 7 | Building 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 pm | Copperleaf 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 pm | Copperleaf 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 pm | Bristlecone 7 | IoT 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 pm | Primrose 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 pm | Bristlecone 8 | Moving Beyond Expand and Disband [More Info] Jeff Kaplan, COO, LIFTinnovate Kyle Watts, Sr. Manager, Customer Experience, Cisco Systems | |
1:30 pm - 2:30 pm | Pinyon 6 | Panel | 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 pm | Bristlecone 10 | Panel | Service Offer Development Trends for Hardware and Equipment Companies [More Info] Julia Stegman, VP, Service Revenue Generation Research, TSIA Suzanne Davison, Sr. Director, Customer Engagement, Intuitive Surgical Aaron Cristal, VP, Global Service Solutions, Gigamon Dave Kocher, VP, Customer Success, GE Digital | |
1:30 pm - 2:30 pm | Primrose 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 pm | Pinyon 8 | The Edge of Consistency, Time-to-Value, and Customer Outcomes [More Info] Rod Gallagher, Director, Strategic Solutions, Ellucian Jeff Davison, VP, Professional Services, Ellucian | |
1:30 pm - 2:30 pm | Primrose 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 pm | Primrose 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 pm | Primrose 4 (East Level 3) | TSIA and Miller Heiman Group Case Study: Engaged Employees: Engage Your Customers [More Info] Judith Platz, VP, Support Services Research, TSIA Phill Rosenzweig, Sr. Account Executive, Miller Heiman Group Rich Rhoads, Stealthwatch Support Manager, Cisco Systems Adam Fuller, Director, Worldwide Customer Success & Support Strategy & Operations, Fuze | |
1:30 pm - 2:30 pm | Copperleaf 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 pm | No location | Moving Break | |
2:45 pm - 3:25 pm | Bristlecone 10 | Achieving Support Staff Excellence: Certification Achievement Recognition [More Info] Judith Platz, VP, Support Services Research, TSIA Phill Rosenzweig, Sr. Account Executive, Miller Heiman Group | |
2:45 pm - 3:25 pm | Pinyon 6 | ANCILE 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 pm | Pinyon 7 | Clarizen 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 pm | Bluethorn 5/6 | Coveo 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 pm | Bluethorn 8/9 | HP 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 pm | Bluethorn 7 | iasset.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 pm | Bristlecone 7 | Keyedin 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 pm | Pinyon 8 | Kimble 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 pm | Bristlecone 9 | Lithium Product Demo: Answering Your Customers [More Info] Adam Cotner, Sr. Director, Solutions Architect, Lithium | |
2:45 pm - 3:25 pm | Bristlecone 4 | ServiceSource Case Study: Finding Clarity of Vision Through the Data Deluge [More Info] Ricardo Craft, SVP, Technology and Services, ServiceSource | |
2:45 pm - 3:25 pm | Bristlecone 3 | Sutherland Case Study: Delighting Sony Customers Through Digital Innovation [More Info] Philip Say, VP, Product Management and Innovation, Sutherland Catherine Jensen, VP, Consumer Experience, Sony Interactive Entertainment | |
2:45 pm - 3:25 pm | Bristlecone 8 | Workday Product Demo: A Comprehensive and Integrated PSA System with HCM and Financials: 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 pm | Bristlecone Ballroom | Refreshment Break in the TSW | EXPO | |
3:40 pm - 4:20 pm | Pinyon 8 | Changepoint 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 pm | Bristlecone 10 | CSS Corp Case Study: The Power of One: Delivering High Value Partnerships for Superior Tech Support Outcomes [More Info] Bill Lapp, Customer Success, Global Leader, Zscaler Greg Swain, Associate VP, CSS Corp | |
3:40 pm - 4:20 pm | Bristlecone 3 | Mavenlink 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 pm | Bristlecone 4 | ServiceSource Product Demo: Driving Revenue Growth Through a Transformative Global Learning Program [More Info] Tony Brucha, Vice President, Global Learning , ServiceSource | |
3:40 pm - 4:20 pm | Bristlecone 8 | TOP 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 pm | Bristlecone 9 | Totango Case Study: Million Dollar Bet: Dimension Data is All-in for Customer Success [More Info] Dilip Kumar, COO, Dimension Data Guy Nirpaz, Founder & CEO, Totango | |
4:30 pm - 5:00 pm | Pinyon Ballroom | Keynote | 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 pm | Pinyon Ballroom | Keynote | 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 pm | Bristlecone Ballroom | Reception in the TSW | EXPO [More Info] | |
8:00 pm - 9:30 pm | Primrose 1 (East Level 3) | Movie Screening | Optimistic Traveler’s “I Have a Dream: Africa” | |
10/17/2018 | |||
7:30 am - 8:15 am | Bristlecone Ballroom | Table Topics in the TSW | EXPO [More Info] | |
7:30 am - 8:30 am | Bristlecone Ballroom | Continental Breakfast in the TSW | EXPO | |
7:30 am - 12:00 pm | Bluethorn Foyer | Registration and Information | |
8:30 am - 9:30 am | Pinyon 8 | Accelerating 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 am | Bristlecone 8 | An 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 am | Primrose 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 am | Bristlecone 7 | Bridging 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 am | Primrose 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 am | Bluethorn 8/9 | Consultative 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 am | Primrose 1 (East Level 3) | Dating Your Customers Again [More Info] Rick Gary, VP, Global Customer Success, Change Healthcare | |
8:30 am - 9:30 am | Pinyon 6 | Drive the Journey [More Info] Danella Stephany, Director, Customer Success, nCino Garrett Adams, Manager, Project Delivery, nCino | |
8:30 am - 9:30 am | Bristlecone 9 | Education Services Table Topics (Workout) [More Info] Maria Manning-Chapman, VP, Education Services Research, TSIA | |
8:30 am - 9:30 am | Bluethorn 5/6 | From 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 am | Pinyon 7 | Growing Revenues Through Improved Price Performance [More Info] Timothy Matanovich, President, Value and Pricing Partners Thomas Schryver, Director, Value and Pricing Partners | |
8:30 am - 9:30 am | Primrose 5 (East Level 3) | Increase Employee Engagement While Transforming Your Support Organization [More Info] Brandon Jacobson, Support Engineer, SAP | |
8:30 am - 9:30 am | Bristlecone 10 | Interactive Session | Three Tactics to Consider When Designing Service Offers [More Info] Jodie Paxton, Sr. Director, Service Revenue Generation Research, TSIA John D'Addario, Director, Customer Success Portfolio, PTC | |
8:30 am - 9:30 am | Bristlecone 4 | Live Chat 101 [More Info] Oliver Allabauer, Director, Support, Tricentis | |
8:30 am - 9:30 am | Primrose 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 am | Primrose 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 | |
9:30 am - 10:00 am | Bristlecone Ballroom | Refreshment Break in the TSW | EXPO [More Info] | |
9:30 am - 11:00 am | Bristlecone Ballroom | TSW | EXPO Final Opportunity | |
10:00 am - 10:30 am | Pinyon Ballroom | STAR Awards Recognition [More Info] Steve Frost, VP, Expand Selling Research, TSIA | |
10:30 am - 11:00 am | Pinyon Ballroom | Keynote | Leading with Legendary Success in the Sales Process [More Info] Neil Senior, VP, Global Customer Success, Mimecast | |
11:00 am - 12:00 pm | Pinyon Ballroom | Closing Keynote | Improving Your Vertical Leap [More Info] Thomas Lah, Executive Director, TSIA |