TSW San Diego 2019
 
05/06/2019
7:00 am - 6:00 pmNo locationRegistration and Information
9:30 am - 10:00 amNo locationOutcome Engineering 101: Achieving Initiative Alignment to Overcome Critical Business Challenges [More Info]
Patrick Carmitchel, VP, Product Management, TSIA
10:15 am - 11:30 amNo locationWorkshop | Outcome Engineering 201: Product Training [More Info]
Cindy Lin, Product Manager, TSIA
12:00 pm - 12:45 pmNo locationPre-Conference Keynote Panel | Millennials on Millennials (sponsored by FinancialForce) [More Info]
John Ragsdale, Distinguished VP, Service Technology Research, TSIA
12:45 pm - 1:45 pmNo locationTSW | EXPO Preview and Lunch
1:15 pm - 1:45 pmNo locationAll About TSIA/Making the Most of Your TSW Conference Experience [More Info]
Diane Brundage, VP, Membership Development, TSIA
2:00 pm - 3:00 pmNo locationOpening Keynote | All Aboard the Offer Train (sponsored by CSS Corp) [More Info]
Thomas Lah, Executive Director, TSIA
3:00 pm - 3:30 pmNo locationKeynote [More Info]
3:30 pm - 4:00 pmNo locationKeynote Presented by Microsoft [More Info]
Aileen Allkins, Corporate VP, CSS, Microsoft
4:00 pm - 4:15 pmNo locationRefreshment Break
4:15 pm - 5:15 pmNo locationBuild Outcome-Based Service Offers That Drive Value for Customers [More Info]
Julia Stegman, VP, Service Revenue Generation Research, TSIA
Jodie Paxton, Sr. Director, Service Revenue Generation Research, TSIA
4:15 pm - 5:15 pmNo locationContent Development in the Age of SaaS: Are You Prepared? [More Info]
Maria Manning-Chapman, VP, Education Services Research, TSIA
4:15 pm - 5:15 pmNo locationControl Your Own Destiny: How to Hit Your Service Growth and Profit Targets by Using the Resources You Already Have [More Info]
Steve Frost, VP, Expand Selling Research, TSIA
4:15 pm - 5:15 pmNo locationHow Effective Is Your Product Management Organization for Success in XaaS? [More Info]
Laura Fay, VP, XaaS Product Management Research, TSIA
4:15 pm - 5:15 pmNo locationHow the Digital Transformation is Wrecking OEM Business Models [More Info]
Vele Galovski, VP, Field Services Research, TSIA
4:15 pm - 5:15 pmNo locationNavigating Industry Transformation: The Case of Zebra Technologies Professional Services [More Info]
Bo Di Muccio, Distinguished VP, Professional Services Research, TSIA
Emily Cates, VP, Global Sales & Solutions Enablement, Zebra Technologies
4:15 pm - 5:15 pmNo locationRed Alert! Why Managed Services is Critical to Your Company’s Future! [More Info]
George Humphrey, VP, Managed Services Research, TSIA
4:15 pm - 5:15 pmNo locationRethinking Your Customer Success Strategy? Start with Digital First! [More Info]
Phil Nanus, VP, Customer Success Research, TSIA
4:15 pm - 5:15 pmNo locationSelling More Subscription Offers: What to Do First! [More Info]
Martin Dove, VP, Subscription Sales Research, TSIA
4:15 pm - 5:15 pmNo locationSupport Services Power Hour [More Info]
Judith Platz, VP, Support Services Research, TSIA
5:15 pm - 7:15 pmNo locationWelcome Reception in the TSW | EXPO [More Info]
 
05/07/2019
6:00 am - 7:00 amNo locationFitness Event: 5K on the Bay [More Info]
7:00 am - 8:15 amNo locationWomen in Tech Breakfast ($40 additional fee) [More Info]
Diane Brundage, VP, Membership Development, TSIA
7:00 am - 6:00 pmNo locationRegistration and Information
7:30 am - 8:15 amNo locationTable Topics in the TSW | EXPO [More Info]
7:30 am - 8:30 amNo locationContinental Breakfast in the TSW | EXPO
7:30 am - 7:30 pmNo locationCorporate Headshot Station [More Info]
7:30 am - 7:30 pmNo locationTSW | EXPO Open
8:30 am - 9:15 amNo locationKeynote | From Customer Success to Value Realization [More Info]
Max Long, SVP, Adobe Customer Solutions, Adobe Systems
9:15 am - 9:45 amNo locationKeynote | Portfolio Management [More Info]
Thomas Lah, Executive Director, TSIA
Julia Stegman, VP, Service Revenue Generation Research, TSIA
Laura Fay, VP, XaaS Product Management Research, TSIA
9:45 am - 10:00 amNo locationRefreshment Break
10:00 am - 10:40 amNo locationANCILE Solutions Product Demo: User Adoption: Embed the Capability in Your Application [More Info]
Mal Poulin, VP Strategy, ANCILE Solutions
10:00 am - 10:40 amNo locationCoveo Solution Showcase [More Info]
10:00 am - 10:40 amNo locationFinancialForce Solution Showcase [More Info]
10:00 am - 10:40 amNo locationGainsight Solution Showcase [More Info]
10:00 am - 10:40 amNo locationKimble Applications Solution Showcase [More Info]
Mark Robinson, Co-Founder and CMO, Kimble Applications
Marc Lacroix, Managing Partner, RTM Consulting
10:00 am - 10:40 amNo locationLogMeIn’s Product Demo: Bold360: The Industry's Most Tightly Integrated Agent and Bot Solution [More Info]
Erica Mayshar, Solutions Consultant, Bold360, LogMeIn
10:00 am - 10:40 amNo locationPS Principles Solution Showcase [More Info]
10:00 am - 10:40 amNo locationSage Intacct Solution Showcase: API Strategies and Tactics for Successful Integrations [More Info]
10:40 am - 11:00 amNo locationMoving Break
11:00 am - 11:45 amNo locationCustomer Success Keynote [More Info]
Teresa Anania, Sr. Director, Subscriber Success, Autodesk
11:00 am - 11:45 amNo locationEducation Services Keynote | E-Learning: Duplicating Instructor-Led Training to Extend Reach [More Info]
Lane Giles, Director, Global Training Services, Mentor Graphics, A Siemen’s Company
11:00 am - 11:45 amNo locationExpand Selling Keynote | Enabling the Total Sell [More Info]
Kevin Baranowski, Sr. Director, Services Portfolio, Ciena
11:00 am - 11:45 amNo locationField Services Keynote [More Info]
11:00 am - 11:45 amNo locationManaged Services Keynote | Technology-as-a-Service [More Info]
Min Wei, SVP, Operations, Cubic Transportation Systems
11:00 am - 11:45 amNo locationProfessional Services Keynote [More Info]
Michele Riley, VP, Professional Services, North America, Diebold Nixdorf
11:00 am - 11:45 amNo locationService Revenue Generation Keynote [More Info]
11:00 am - 11:45 amNo locationSubscription Sales Keynote [More Info]
11:00 am - 11:45 amNo locationSupport Services Keynote [More Info]
11:00 am - 11:45 amNo locationXaaS Product Management Keynote | Designing for Adoption [More Info]
Mickey Alon, CTO, Aptrinsic, Gainsight
11:45 am - 12:45 pmNo locationLunch in the TSW | EXPO
12:45 pm - 1:00 pmNo locationMoving Break
1:00 pm - 1:45 pmNo locationAutomated SOW Generation: Streamlining SOW Delivery to Sales and Customers [More Info]
Rod Gallagher, Director, Professional Services, Ellucian
Ted Potter, Sr. Services Engineering Architect, Ellucian
1:00 pm - 1:45 pmNo locationClient Success in Managed Services with Effective Blending of the Sales and Services Motion [More Info]
Ashok Gurumurthy, Sr. Director Client Success, Managed Services, Dimension Data
1:00 pm - 1:45 pmNo locationDell Technologies’ Partner Ecosystem for Subscription-Based IoT Solutions [More Info]
Martin Dove, VP, Subscription Sales Research, TSIA
Chris Wolff, Head of Global OEM and IOT Partnerships, Dell EMC
1:00 pm - 1:45 pmNo locationFocused Training to Elevate Capabilities [More Info]
Philippe Mesritz, VP, Support Services, Lithium
1:00 pm - 1:45 pmNo locationGrowing Education Services Revenue with Integrated Education Offers [More Info]
Kim Metz, Marketing Director, Dell EMC
1:00 pm - 1:45 pmNo locationLeadership Simplified [More Info]
Sonya Srivastava, Manager, Technical Support, Tableau
1:00 pm - 1:45 pmNo locationLift and Speed: Next-Gen “Adaptive Agile” Implementation Framework for Supply Chain Solutions [More Info]
Nari Dharmarajan, Sr. Director, Professional Services PMO, JDA Software
1:00 pm - 1:45 pmNo locationNext-Generation Resource Management Imperatives for Professional Services Teams [More Info]
Randy Mysliviec, President and CEO, RTM Consulting
Bo Di Muccio, Distinguished VP, Professional Services Research, TSIA
1:00 pm - 1:45 pmNo locationPartner Success Pyramid: A Simplified Framework to Drive Customer Success at Scale [More Info]
Jared Raftery, Sr. Manager, Global Partner Strategy, Cisco Systems
1:00 pm - 1:45 pmNo locationPartnering with Marketing to Deliver Key Messages to and Through Services [More Info]
Art Harding, VP, GTM Operations, New Relic
1:00 pm - 1:45 pmNo locationPricing for Profits [More Info]
Brent Loewen, VP, BSS and Revenue Management , JDA Software
1:00 pm - 1:45 pmNo locationProduct Adoption Is a Journey, Red Hat Cloud Deployment Managers Are the Guides [More Info]
Megs Suratkal, Global Head of Customer Success, Red Hat
1:00 pm - 1:45 pmNo locationRenewal Best Practices [More Info]
1:00 pm - 1:45 pmNo locationShift Left, All the Way into the Product [More Info]
Tom Martin, VP, Service Operations, Auto Physical Damage, Mitchell International
1:00 pm - 1:45 pmNo locationTelemetry: Why We Need It and How It Can Drive Success and Revenue [More Info]
Satabhish Aeka, Chief Business Architect, Cisco Systems
1:00 pm - 1:45 pmNo locationTransitioning Customers to New Service Offers [More Info]
Parijat Sharma, Sr. Director, Salesforce.org
1:45 pm - 2:00 pmNo locationMoving Break
2:00 pm - 3:00 pmNo locationActionable Customer Intelligence: Turning Data into Outcomes [More Info]
Bryan Hope, Director of Customer Success Operations & Innovation, VMware
2:00 pm - 3:00 pmNo locationBuilding a Comprehensive Customer Success Package to Drive Proactive Approach to Servicing Customers [More Info]
Bill Watson, VP, McAfee
Aneel Jaeel, SVP, Customer Success, McAfee
Abhay Solapurkar, VP, Customer Outcome, McAfee
2:00 pm - 3:00 pmNo locationCPQ and Value Pricing: How to Increase ARR and ROI through Technology Investments (Workout) [More Info]
Thomas Schryver, Director, Value and Pricing Partners
Julia Stegman, VP, Service Revenue Generation Research, TSIA
2:00 pm - 3:00 pmNo locationDigital Success, the Next Frontier: How PTC Is Scaling through Digital Success Management [More Info]
Josh Buckley, Sr. Director, Digital Success Management, PTC
2:00 pm - 3:00 pmNo locationGetting Comfortable with the Uncomfortable: A New Approach to Planning and Execution [More Info]
Susan Scheer Aoki, VP, GS Digital Platform, VMware
2:00 pm - 3:00 pmNo locationHow Microsoft Support Helped Their Partners and Customers Achieve More [More Info]
Denise Rundle, General Manager, Support Sales, Microsoft
2:00 pm - 3:00 pmNo locationOptimizing PS for SaaS: Lessons from the Trenches (Workout) [More Info]
Brian Hodges, President/Co-Founder, nCloud Integrators
Bo Di Muccio, Distinguished VP, Professional Services Research, TSIA
2:00 pm - 3:00 pmNo locationPanel | Education Services Technology [More Info]
Maria Manning-Chapman, VP, Education Services Research, TSIA
Mike Raley, VP, Marketing, Coveo
Mal Poulin, VP Strategy, ANCILE Solutions
2:00 pm - 3:00 pmNo locationPanel | Women in Support Services [More Info]
Judith Platz, VP, Support Services Research, TSIA
2:00 pm - 3:00 pmNo locationSelling Managed XaaS to Business Buyers (Workout) [More Info]
Bill Hall, Partner, Pretium Partners
George Humphrey, VP, Managed Services Research, TSIA
Martin Dove, VP, Subscription Sales Research, TSIA
2:00 pm - 3:00 pmNo locationTransitioning Autodesk to an XaaS Business Model: Everything We Wish We Knew Before We Started and Then Some [More Info]
Amy Bunszel, SVP, Design & Creation Products, Autodesk
Carl White, VP, Business Model & Subscriber Strategy, Autodesk
2:00 pm - 3:00 pmNo location“My New Boss Is a Millennial”: The Five Stages of Grief [More Info]
Tomas Cabezon Ortega, Sr. Manager, Commerce Cloud, SAP Customer Experience, SAP
3:00 pm - 4:00 pmNo locationRefreshment Break in the TSW | EXPO
3:10 pm - 3:50 pmNo locationConcentrix Solutions Showcase [More Info]
3:10 pm - 3:50 pmNo locationGrazitti Solutions Showcase [More Info]
3:10 pm - 3:50 pmNo locationKeyedin Solutions Showcase [More Info]
3:10 pm - 3:50 pmNo locationMavenlink Solutions Showcase [More Info]
3:10 pm - 3:50 pmNo locationTotango Solutions Showcase [More Info]
4:00 pm - 4:45 pmNo locationAccelerating Your RM Capabilities [More Info]
David Young, Director, Professional Services Research & Operational Best Practices, TSIA
4:00 pm - 4:45 pmNo locationAdoption Challenges for Remote Connections to Customers Networks for IoT and Other Data [More Info]
Andrew Seward, Sr. Marketing Engineer, Tokyo Electron America
4:00 pm - 4:45 pmNo locationAugmenting Coaching for Managers with Software: Insights from Salesforce & Klever Insight [More Info]
Phil Verghis, CEO and Co-Founder, Klever Insight
Atul Nanda, Chief Support Officer, Salesforce
Marilyn Lin, Chief of Staff to Chief Support Officer, Salesforce
4:00 pm - 4:45 pmNo locationBreaking the Rules: New Approaches to a Global KCS Launch [More Info]
David Kay, Principal, DB Kay & Associates
Jena Simpson, Sr. Manager, Customer Support, SAP
4:00 pm - 4:45 pmNo locationEducation as a Catalyst for Company License Sales Growth [More Info]
Jordan Grantham, Head of Education Services EMEA, Tricentis
4:00 pm - 4:45 pmNo locationExperience, We Have a Problem! Bridging the Baby Boomer/Millennial Gap in Recruitment Efforts [More Info]
Roy Dockery, VP, Customer Care, Swisslog Healthcare
4:00 pm - 4:45 pmNo locationFuture Support Services Leaders Breakout [More Info]
4:00 pm - 4:45 pmNo locationLeveraging Gainsight at Tableau for CSM Efficiency and Automation [More Info]
Jenny Beazley, Sr. Director, Customer Solutions Programs & Operations, Tableau
Chris Bates, VP, Global Customer Success, Tableau
4:00 pm - 4:45 pmNo locationMergers and Acquisitions: Offers and Renewal Practices [More Info]
4:00 pm - 4:45 pmNo locationProactively Embed Customer Value and Outcomes into Your Solution Offerings Design [More Info]
Mark Slotnik, Managing Partner, McMann & Ransford
4:00 pm - 4:45 pmNo locationService Offer Development [More Info]
Dana Brants, Head Services Marketing, SWIFT
4:00 pm - 4:45 pmNo locationSimplifying Customer Success for Complex Product Portfolios at Scale [More Info]
Irit Eizips, CEO, CSM Practice
Patrick Wells, Global Head of Functional Customer Success for SAP Preferred Success, SAP
4:00 pm - 4:45 pmNo locationTaking an Incremental Approach to Integrating Services with Sales [More Info]
Thomas Jenkins, Director, Enterprise Planning Services, Hyland Software
4:00 pm - 4:45 pmNo locationThe Journey to Selling as-a-Service in a Product Company: Where to Start! [More Info]
Xavier Fustagueras, VP, Presales, Nagra
4:00 pm - 4:45 pmNo locationXaaS Product Management Breakout [More Info]
Kris Reid, VP, Product Management, Kinaxis
4:45 pm - 5:00 pmNo locationMoving Break
5:00 pm - 5:45 pmNo locationAccelerating the Transition from Cost to Market-Based Pricing [More Info]
Timothy Matanovich, President, Value and Pricing Partners
Manish Patel, General Manager, Microsoft
5:00 pm - 5:45 pmNo locationAnalytics Advantage: Monetizing with Confidence [More Info]
Laura Fay, VP, XaaS Product Management Research, TSIA
Jeremy DalleTezze, VP, Analytics, TSIA
5:00 pm - 5:45 pmNo locationClient Success Certification Program: Delivering on Your Client Success Cycle [More Info]
Tammy Moore, Director, Health Systems, TeleTracking Technologies
Mark Holoska, Client Success Director, TeleTracking Technologies
5:00 pm - 5:45 pmNo locationDriving Your Shift to XaaS: How to Create a Client Success Organization [More Info]
Ken Hirschkind, VP, Consulting and Client Success Operations, Pegasystems
5:00 pm - 5:45 pmNo locationEducation for Adoption Program [More Info]
George Churchwell, Business Development Manager, Cisco Systems
5:00 pm - 5:45 pmNo locationEnabling a Digital Organization: The People Side of Digital Transformation [More Info]
Mary Fairchild, HR Manager, Organizational Transformation, F5 Networks
5:00 pm - 5:45 pmNo locationGlobal Drive, Local Challenge: From Professional Services to Managed Services in Life Sciences (Workout) [More Info]
Harald Dauwa-Stummer, Manager, Analytics and Clinical Services EMEA, Perkin Elmer
Mark Russell, VP, Global Services Informatics, Perkin Elmer
5:00 pm - 5:45 pmNo locationMaster Services Competency: Helping Partner Grow Their Business [More Info]
Amit Sahu, Sr. Business Analyst, VMware
5:00 pm - 5:45 pmNo locationRenewals Automation with the Channel [More Info]
5:00 pm - 5:45 pmNo locationSales Operations to Support the Shift to Selling Subscriptions [More Info]
Hope Simmons, VP, Americas Business Operations, Citrix Systems
5:00 pm - 5:45 pmNo locationService Offer Development [More Info]
John Andrews, Chief Product Officer, Dimension Data
5:00 pm - 5:45 pmNo locationThe Millennial Mindset: What Millennials Want and Their Mindset Towards Leadership [More Info]
Alex Blough, Manager, Global Support, Ellucian
5:45 pm - 7:30 pmNo locationReception in the TSW | EXPO [More Info]
 
05/08/2019
6:00 am - 7:00 amNo locationFitness Event: Zen-as-a-Service Yoga [More Info]
7:30 am - 8:15 amNo locationTable Topics in the TSW | EXPO
7:30 am - 8:30 amNo locationContinental Breakfast in the TSW | EXPO
7:30 am - 10:30 amNo locationTSW | EXPO Open
7:30 am - 12:15 pmNo locationRegistration and Information
8:30 am - 9:30 amNo locationAn 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 amNo locationCSMs as the Glue for Making All Customers Successful [More Info]
Jason Walker, Customer Success Architect, VMware
8:30 am - 9:30 amNo locationDriving the Education Business: Portfolio and Product Management [More Info]
8:30 am - 9:30 amNo locationEnabling a Better Customer Experience (CX) with Contact Center Technology [More Info]
Randy Mysliviec, President and CEO, RTM Consulting
John Ragsdale, Distinguished VP, Service Technology Research, TSIA
Judith Platz, VP, Support Services Research, TSIA
8:30 am - 9:30 amNo locationFuture Support Services Leaders Breakout [More Info]
8:30 am - 9:30 amNo locationPanel | Changes in the Channel: How do OEMs and Pure-Play Service Companies Need to Transform Their Ecosystems in the Future? [More Info]
Jeff Connolly, Sr. Director, Managed Services Research, TSIA
David Young, Director, Professional Services Research & Operational Best Practices, TSIA
8:30 am - 9:30 amNo locationPanel | Stop Looking in the Rear View Mirror! How XaaS Businesses Are Now Incenting Product Management with Leading Metric MBOs [More Info]
Laura Fay, VP, XaaS Product Management Research, TSIA
Kailem Anderson, VP, Product Management and Software Services, Ciena
Jonathan Nikols, Global Head of DaaS, HP
8:30 am - 9:30 amNo locationPanel | The Era of Partner Success: Driving the Journey [More Info]
Phil Nanus, VP, Customer Success Research, TSIA
Kristine Stewart, VP, Client Success, Channel Impact
8:30 am - 9:30 amNo locationProfessional Services Workout [More Info]
Kyle Andrews, Founding Partner, Pretium Partners
Bo Di Muccio, Distinguished VP, Professional Services Research, TSIA
8:30 am - 9:30 amNo locationService Marketing [More Info]
Jodie Paxton, Sr. Director, Service Revenue Generation Research, TSIA
8:30 am - 9:30 amNo locationThe Leading "Edge": Customer Recognition of Time to Value Through the Positioning of Proven Practices [More Info]
Hayley Davis, Services Engineering Consultant, Ellucian
Tracy Aitcheson, Services Engineering Architect, Ellucian
8:30 am - 9:30 amNo locationThe ROI of a Unified Information Experience [More Info]
Philippe Mesritz, VP, Support Services, Lithium
Dan Craig, Sr. Manager, Information Experience, Spredfast
9:30 am - 10:00 amNo locationRefreshment Break in the TSW | EXPO
10:00 am - 10:15 amNo locationMoving Break
10:15 am - 10:45 amNo locationKeynote Presented by IBM [More Info]
Andrea Morgan-Vandome, Global VP, Offering Management, IBM
10:45 am - 11:15 amNo locationKeynote [More Info]
11:15 am - 12:15 pmNo locationClosing Keynote | Rethinking the Channel in a XaaS World (sponsored by Gainsight) [More Info]
J.B. Wood, President and CEO, TSIA

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