TSW San Diego 2019
 
05/06/2019
7:00 am - 6:00 pmGrand Hall Foyer, Level 1Registration and Information
9:30 am - 10:00 amHarbor BC, Level 2 (Harbor Tower)TSIA Outcome Chains 101: Achieving Initiative Alignment to Overcome Critical Business Challenges [More Info]
Patrick Carmitchel, VP, Product Management, TSIA
10:15 am - 11:30 amHarbor BC, Level 2 (Harbor Tower)Workshop | TSIA Outcome Chains 201: Product Training [More Info]
Cindy Lin, Product Manager, TSIA
12:00 pm - 12:45 pmSeaport Ballroom, Level 2 (Seaport Tower)Pre-Conference Keynote Panel | Millennials on Millennials (sponsored by FinancialForce) [More Info]
John Ragsdale, Distinguished VP, Service Technology Research, TSIA
Dustin Shulkin, Sr. Member Success Manager, TSIA
Sherman Joshua, Global Competency Business Director, Rockwell Automation
Deepa, Director, Customer Process Improvement, Schneider Electric
Karen Michel, Talent Acquisition, Thermo Fisher
12:45 pm - 1:45 pmGrand Hall, Level 1TSW | EXPO Preview and Light Lunch
1:15 pm - 1:45 pmHarbor BC, Level 2 (Harbor Tower)Making the Most of Your TSW Conference Experience [More Info]
Diane Brundage, VP, Membership Development, TSIA
2:00 pm - 3:00 pmSeaport Ballroom, Level 2 (Seaport Tower)Opening Keynote | All Aboard the Offer Train (sponsored by CSS Corp) [More Info]
Thomas Lah, Executive Director, TSIA
3:00 pm - 3:30 pmSeaport Ballroom, Level 2 (Seaport Tower)Keynote | Digital Transformation: Don’t Forget the People [More Info]
Aileen Allkins, Corporate VP, Customer Service and Support, Microsoft
3:30 pm - 4:00 pmSeaport Ballroom, Level 2 (Seaport Tower)Keynote | You Want the Truth? Can You Handle the Truth? [More Info]
Rick Hamilton, SVP & GM, Blue Planet, Ciena
Thomas Lah, Executive Director, TSIA
4:00 pm - 4:15 pmHarbor & Seaport Foyers, Level 2Refreshment Break
4:15 pm - 5:15 pmHarbor BC, Level 2 (Harbor Tower)2019: The Year of SMART Support [More Info]
Judith Platz, VP, Support Services Research, TSIA
4:15 pm - 5:15 pmGaslamp A-D, Level 2 (Seaport Tower)Build and Launch Service Offers that Drive Value for Customers [More Info]
Jodie Paxton, Sr. Director, Service Revenue Generation Research, TSIA
4:15 pm - 5:15 pmLa Jolla AB, Level 2 (Seaport Tower)Content Development in the Age of SaaS: Are You Prepared? [More Info]
Maria Manning-Chapman, VP, Education Services Research, TSIA
4:15 pm - 5:15 pmHarbor D, Level 2 (Harbor Tower)Control 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 pmHarbor I, Level 2 (Harbor Tower)How the Digital Transformation is Wrecking OEM Business Models [More Info]
Vele Galovski, VP, Field Services Research, TSIA
4:15 pm - 5:15 pmHarbor EF, Level 2 (Harbor Tower)Is It Time to Rethink Your Customer Success Strategy? [More Info]
Phil Nanus, VP, Customer Success Research, TSIA
4:15 pm - 5:15 pmHarbor H, Level 2 (Harbor Tower)Navigating Industry Transformation: The Case of Zebra Technologies Professional Services [More Info]
Bo Di Muccio, Distinguished VP, Professional Services Research, TSIA
Emily Cates, VP, Professional & Learning Services, Zebra Technologies
4:15 pm - 5:15 pmHarbor A, Level 2 (Harbor Tower)Red 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 pmOld Town AB, Level 2 (Seaport Tower)Selling More Subscription Offers: What to Do First! [More Info]
Martin Dove, VP, Subscription Sales Research, TSIA
4:15 pm - 5:15 pmHarbor G, Level 2 (Harbor Tower)The New XaaS Product Management Organization [More Info]
Laura Fay, VP, XaaS Product Management Research, TSIA
5:15 pm - 7:15 pmGrand Hall, Level 1Welcome Reception in the TSW | EXPO [More Info]
 
05/07/2019
6:00 am - 7:00 amThe Marina Courtyard, Outside the Manchester Grand HyattFitness Event: 5K on the Bay [More Info]
7:00 am - 8:15 amHarbor I, Level 2 (Harbor Tower)Women in Tech Breakfast ($40 additional fee) [More Info]
Diane Brundage, VP, Membership Development, TSIA
Reema Poddar, Chief Product Officer, Teradata
Heather Peck, VP, Managed Services Global Delivery and Development, Hitachi Vantara
Robin Gunn, VP, VMware WWRACE, VMware
7:00 am - 6:00 pmGrand Hall Foyer, Level 1Registration and Information
7:30 am - 8:15 amGrand Hall, Level 1Table Topics in the TSW | EXPO [More Info]
7:30 am - 8:30 amGrand Hall, Level 1Breakfast in the TSW | EXPO
7:30 am - 7:30 pmGrand Hall, Level 1Headshot Photo Station in the TSW | EXPO [More Info]
7:30 am - 7:30 pmGrand Hall, Level 1TSW | EXPO Open
8:30 am - 9:00 amSeaport Ballroom, Level 2 (Seaport Tower)Keynote | From Customer Success to Value Realization [More Info]
Max Long, SVP, Adobe Customer Solutions, Adobe Systems
9:00 am - 9:45 amSeaport Ballroom, Level 2 (Seaport Tower)Keynote Panel | Portfolio Management [More Info]
Thomas Lah, Executive Director, TSIA
Laura Fay, VP, XaaS Product Management Research, TSIA
Jodie Paxton, Sr. Director, Service Revenue Generation Research, TSIA
9:45 am - 10:00 amHarbor Foyer, Level 2 (Harbor Tower)Refreshment Break
10:00 am - 10:40 amHarbor G, Level 2 (Harbor Tower)ANCILE Solutions Product Demo: User Adoption: Embed the Capability in Your Application [More Info]
Mal Poulin, VP Strategy, ANCILE Solutions
10:00 am - 10:40 amHarbor A, Level 2 (Harbor Tower)Coveo Case Study: From Responsive to Proactive: The Evolution of SAP Concur’s Customer Support Experience [More Info]
Dawn Dutton, Knowledge Team Manager, Concur
Kelly Britson, Customer Success Manager, Coveo
10:00 am - 10:40 amGaslamp A-D, Level 2 (Seaport Tower)CSS Corp Case Study: Driving Business Outcomes by Transforming Enterprise Support [More Info]
Greg Swain, Associate VP, CSS Corp
Steve Blaz, VP, Global Customer Support, Palo Alto Networks
10:00 am - 10:40 amHarbor H, Level 2 (Harbor Tower)FinancialForce Case Study: How Salesforce Leverages FinancialForce PSA to Scale and Transform It's Business [More Info]
Rosalind Litchfield, VP, Product Management, Salesforce
Elizabeth Bell, VP, PMO & Process Efficiency, Salesforce
Austin Rohr, Global Solution Evangelist, PSA, FinancialForce
10:00 am - 10:40 amHarbor BC, Level 2 (Harbor Tower)Gainsight Case Study: Building a Rockstar CS Organization [More Info]
Ashvin Vaidyanathan, CCO, Gainsight
Sanders Slavens, VP, Customer Success, Professional Services and Product Support, IBM
10:00 am - 10:40 amHarbor EF, Level 2 (Harbor Tower)Kimble Applications Case Study: Moneyball for PS Organizations: The Double-Edged Sword of Intuition [More Info]
Mark Robinson, Co-Founder and CMO, Kimble Applications
Marc Lacroix, Managing Partner, RTM Consulting
10:00 am - 10:40 amHarbor I, Level 2 (Harbor Tower)LogMeIn’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 amHarbor D, Level 2 (Harbor Tower)Quadient Inc’s Case Study in PS Principles’ 8K Certification [More Info]
Shane Anastasi, CEO and Founder, PS Principles
Greg Park, VP, Professional Services and Customer Care, Quadient
10:00 am - 10:40 amLa Jolla AB, Level 2 (Seaport Tower)Sage Intacct Case Study: API Strategies and Tactics for Successful Integrations [More Info]
Bob Shawgo, Content Marketing Manager, Sage Intacct
Brian Siefkes, Industry Marketing Manager, Sage Intacct
10:40 am - 11:00 amNo locationMoving Break
11:00 am - 11:45 amSeaport Ballroom, Level 2 (Seaport Tower)Customer Success Keynote | How to Incorporate Digital to Scale Your Customer Success Practice [More Info]
Teresa Anania, Sr. Director, Digital Customer Success, Autodesk
11:00 am - 11:45 amGaslamp A-D, Level 2 (Seaport Tower)Education Services Keynote | The Ultimate Win-Win: Education and Support Services [More Info]
Lane Giles, Director, Global Training Services, Mentor Graphics, A Siemen’s Company
11:00 am - 11:45 amHarbor D, Level 2 (Harbor Tower)Expand Selling Keynote | Enabling the Total Sell [More Info]
Kevin Baranowski, Sr. Director, Services Portfolio, Ciena
11:00 am - 11:45 amLa Jolla AB, Level 2 (Seaport Tower)Field Services Keynote | Transitioning to a Data-Driven Service Organization [More Info]
Paul Bergstroem, EVP, Global Services, Elekta
11:00 am - 11:45 amHarbor I, Level 2 (Harbor Tower)Managed Services Keynote | Technology-as-a-Service [More Info]
Min Wei, SVP, Operations, Cubic Transportation Systems
11:00 am - 11:45 amHarbor EF, Level 2 (Harbor Tower)Professional Services Keynote | Transforming Professional Services to Customer Outcomes in the Cybersecurity Industry [More Info]
Greg Marchwinski, VP, Professional Services, Palo Alto Networks
11:00 am - 11:45 amHarbor H, Level 2 (Harbor Tower)Service Revenue Generation Keynote | The Journey from On-Premise to Subscription Renewals [More Info]
Shay Greene, AVP, Global Renewals, Splunk
11:00 am - 11:45 amHarbor A, Level 2 (Harbor Tower)Subscription Sales Keynote | The Journey to Selling as-a-Service in a Product Company: Where to Start! [More Info]
Xavier Fustagueras, VP, Presales, Nagra
11:00 am - 11:45 amHarbor BC, Level 2 (Harbor Tower)Support Services Keynote | Support Services and the Dell Digital Way [More Info]
Jim Roth, SVP, Services IT, Dell EMC
11:00 am - 11:45 amHarbor G, Level 2 (Harbor Tower)XaaS Product Management Keynote | Designing for Adoption: Lighting Up Your Product-Led Growth Strategy [More Info]
Mickey Alon, Founder and CTO, Gainsight PX, Gainsight
11:45 am - 12:45 pmGrand Hall, Level 1Lunch in the TSW | EXPO
12:45 pm - 1:00 pmNo locationMoving Break
1:00 pm - 1:45 pmHarbor G, Level 2 (Harbor Tower)Automated SOW Generation: Streamlining SOW Delivery to Sales and Customers [More Info]
Ted Potter, Sr. Services Engineering Architect, Ellucian
1:00 pm - 1:45 pmVista A-C, Level 32 (Seaport Tower)Client 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 pmHarbor E, Level 2 (Harbor Tower)Customer Success Breakout [More Info]
1:00 pm - 1:45 pmOld Town AB, Level 2 (Seaport Tower)Developing a Strategy to Grow Subscription Revenues [More Info]
Subash Penmetsa, Director, Global Sales, HPE GreenLake, Hewlett Packard Enterprise
1:00 pm - 1:45 pmHarbor C, Level 2 (Harbor Tower)Focused Training to Elevate Capabilities [More Info]
Philippe Mesritz, VP, Support Services, Lithium
1:00 pm - 1:45 pmCortez Hill A-C, Level 3 (Seaport Tower)Growing Education Services Revenue with Innovative Education Offers [More Info]
Kim Metz, Marketing Director, Dell EMC
1:00 pm - 1:45 pmHarbor A, Level 2 (Harbor Tower)Lift 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 pmHillcrest AB, Level 3 (Seaport Tower)Navigating the Renewal of Hybrid Customers [More Info]
Holli Bingham, SVP, Global Genesys Care, Genesys Telecommunications Labs
1:00 pm - 1:45 pmHarbor B, Level 2 (Harbor Tower)Next-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 pmHarbor F, Level 2 (Harbor Tower)Panel | Stop Looking in the Rear-View Mirror! How XaaS Businesses Are Now Incentivizing Product Management with Leading Metrics [More Info]
Laura Fay, VP, XaaS Product Management Research, TSIA
Soumen Chatterjee, Sr. Director, Product Line Management, Blue Planet, Ciena
Jonathan Nikols, Global Head of DaaS, HP
Meredith Johnson, VP, Product Management, Blackbaud
1:00 pm - 1:45 pmHarbor D, Level 2 (Harbor Tower)Partner 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 pmLa Jolla AB, Level 2 (Seaport Tower)Partnering with Marketing to Deliver Key Messages to and Through Services [More Info]
Art Harding, SVP, GTM Strategy and Operations, New Relic
1:00 pm - 1:45 pmHillcrest CD, Level 3 (Seaport Tower)Service Offer Development: How Can It Be So Hard? [More Info]
John Andrews, Chief Product Officer, Dimension Data
1:00 pm - 1:45 pmHarbor I, Level 2 (Harbor Tower)Shift Left, All the Way into the Product [More Info]
Tom Martin, VP, Service Operations, Mitchell International
Ben Baxter, Manager, Product Knowledge and Learning, Mitchell International
1:00 pm - 1:45 pmGaslamp A-D, Level 2 (Seaport Tower)Successful Leadership: 6 Tips to Build Your Leadership Toolkit [More Info]
Sonya Srivastava, Manager, Technical Support, Tableau
1:00 pm - 1:45 pmHarbor H, Level 2 (Harbor Tower)Telemetry: Why We Need It and How It Can Drive Success and Revenue [More Info]
Satabhish Aeka, Chief Business Architect, Cisco Systems
1:45 pm - 2:00 pmNo locationMoving Break
2:00 pm - 3:00 pmHarbor A, Level 2 (Harbor Tower)Actionable Customer Intelligence: Turning Data into Outcomes [More Info]
Bryan Hope, Director, Customer Intelligence, VMware
John Premus, Sr. Director, Customer Intelligence, VMware
2:00 pm - 3:00 pmHarbor H, Level 2 (Harbor Tower)Building a Comprehensive Customer Success Package to Drive Proactive Approach to Servicing Customers [More Info]
Bill Watson, VP,Operations and Product Management, Customer Success Group, McAfee
Ed Gilbert, Director, Customer Success Product Management, McAfee
2:00 pm - 3:00 pmNo locationCreating Customer Centric Service Offerings across Organizational Silos [More Info]
Allen Goldner, Head of CRM Consulting, US, Siemens AG
Lauren Gross, Lead Consultant, Siemens AG
2:00 pm - 3:00 pmHarbor B, Level 2 (Harbor Tower)Digital 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 pmHarbor E, Level 2 (Harbor Tower)Getting 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 pmCortez Hill A-C, Level 3 (Seaport Tower)How Microsoft Support Helped Their Customers and Partners Achieve More [More Info]
Denise Rundle, General Manager, Support Sales, Microsoft
2:00 pm - 3:00 pmHarbor D, Level 2 (Harbor Tower)Monetizing IoT Services for Hardware and Equipment Manufacturers [More Info]
Vele Galovski, VP, Field Services Research, TSIA
Harald Kopp, Director, Industrial Services Research, TSIA
2:00 pm - 3:00 pmGaslamp A-D, Level 2 (Seaport Tower)My New Boss Is a Millennial [More Info]
Tomas Cabezon Ortega, Sr. Manager, Commerce Cloud, SAP Customer Experience, SAP
2:00 pm - 3:00 pmHarbor F, Level 2 (Harbor Tower)Panel | Education Services Technology [More Info]
Maria Manning-Chapman, VP, Education Services Research, TSIA
Mike Raley, VP, Marketing, Coveo
Mal Poulin, VP Strategy, ANCILE Solutions
Sara Robba, Director, Customer Success, Skilljar
Erica Mayshar, Solutions Consultant, Bold360, LogMeIn
2:00 pm - 3:00 pmHarbor I, Level 2 (Harbor Tower)Panel | Women in Support Services [More Info]
Judith Platz, VP, Support Services Research, TSIA
Aileen Allkins, Corporate VP, Customer Service and Support, Microsoft
Dana Brants, Head Services Marketing, SWIFT
2:00 pm - 3:00 pmHarbor C, Level 2 (Harbor Tower)Transitioning 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 & Platform Strategy, Autodesk
2:00 pm - 3:00 pmPromenade AB, Level 3 (Harbor Tower)Will Channel Partners Evolve or become Dinosaurs? [More Info]
Anne McClelland, VP, XaaS Channel Optimization Research , TSIA
2:00 pm - 3:00 pmHillcrest CD, Level 3 (Seaport Tower)Workout | CPQ and Value Pricing: How to Increase ARR and ROI through Technology Investments [More Info]
Thomas Schryver, Director, Value and Pricing Partners
2:00 pm - 3:00 pmHarbor G, Level 2 (Harbor Tower)Workout | Optimizing PS for SaaS: Lessons from the Trenches and Finding Your PS "Business Balance" [More Info]
Brian Hodges, President/Co-Founder, nCloud Integrators
Bo Di Muccio, Distinguished VP, Professional Services Research, TSIA
2:00 pm - 3:00 pmVista A-C, Level 32 (Seaport Tower)Workout | Selling Managed XaaS to Business Buyers [More Info]
Bill Hall, Partner, Pretium Partners
George Humphrey, VP, Managed Services Research, TSIA
Martin Dove, VP, Subscription Sales Research, TSIA
3:00 pm - 4:00 pmGrand Hall, Level 1Refreshment Break in the TSW | EXPO
3:10 pm - 3:50 pmHarbor C, Level 2 (Harbor Tower)Concentrix Product Demo: Digital Transformation: Minimize Risks, Maximize Benefits [More Info]
Allyson Boudousquie, VP, Market and Product Strategy, Concentrix
3:10 pm - 3:50 pmHarbor G, Level 2 (Harbor Tower)Grazitti Case Study: How Idaptive Rewrote Its Customer Success Story With AI-Powered Experiences [More Info]
Raman Kumar, SVP, Customer Success, Idaptive
Andrew Knobloch, Director, Customer Success, Grazitti Interactive
3:10 pm - 3:50 pmHarbor H, Level 2 (Harbor Tower)Keyedin Case Study: You’re in Services, So Why Are You Selling? [More Info]
Chana Lewis, Operations & Program Manager, Enterprise Services / Membership Solutions, Community Brands
Tim Short, VP, Services North America, KeyedIn
3:10 pm - 3:50 pmHarbor A, Level 2 (Harbor Tower)Mavenlink Case Study: How TeleTracking is Transforming Resource Management [More Info]
John Scipio, Executive Director, Professional Services, TeleTracking Technologies
Melissa Korzun, Manager, Results Management Office, TeleTracking Technologies
Gayle Lassen, Sr. Director, Professional Services, Mavenlink
3:10 pm - 3:50 pmHarbor B, Level 2 (Harbor Tower)Totango Case Study: From 0 to 1500: Launching the Largest Global Customer Success Implementation at SAP In Just 6 Months [More Info]
4:00 pm - 4:45 pmHarbor G, Level 2 (Harbor Tower)Adoption 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 pmHarbor I, Level 2 (Harbor Tower)Augmenting 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 pmHarbor H, Level 2 (Harbor Tower)Breaking 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 pmGaslamp A-D, Level 2 (Seaport Tower)Developing Employee Behaviors to Facilitate and Support Career Direction and Growth [More Info]
Edly Villanueva, Principal Member Success Manager, TSIA
Brian Fortney, Global Product Leader, Rockwell Automation
4:00 pm - 4:45 pmHarbor F, Level 2 (Harbor Tower)Education as a Catalyst for Company License Sales Growth [More Info]
Jordan Grantham, Head of Education Services EMEA, Tricentis
4:00 pm - 4:45 pmHarbor A, Level 2 (Harbor Tower)Enabling a Digital Organization: The People Side of Digital Transformation [More Info]
Mary Fairchild, HR Manager, Organizational Transformation, F5 Networks
4:00 pm - 4:45 pmBayview, Level 32 (Seaport Tower)Experience, 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 pmHillcrest AB, Level 3 (Seaport Tower)From Tier-Based Support Offers to a Globally Harmonized Service Portfolio [More Info]
Dana Brants, Head Services Marketing, SWIFT
4:00 pm - 4:45 pmHarbor B, Level 2 (Harbor Tower)Leveraging 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 pmHarbor D, Level 2 (Harbor Tower)Next Generation Resource Management Imperatives for PS Teams [More Info]
David Young, Director, Professional Services Research & Operational Best Practices, TSIA
4:00 pm - 4:45 pmHarbor E, Level 2 (Harbor Tower)Proactively Embed Customer Value and Outcomes into Your Solution Offerings Design [More Info]
Mark Slotnik, Managing Partner, McMann & Ransford
Jordan Lister, Director, Global Services, Change Healthcare
4:00 pm - 4:45 pmLa Jolla AB, Level 2 (Seaport Tower)Product Lifecycle Reimagined: Lessons Learned on the Journey to Modern XaaS Product Management [More Info]
Kris Reid, VP, Product Management, Kinaxis
Andrew Bell, Director, Product Management, Kinaxis
4:00 pm - 4:45 pmOld Town AB, Level 2 (Seaport Tower)Selling Managed Infrastructure and Private Cloud – as a Service [More Info]
Mark Turner, Vice President, Specialised Sales, T-Systems
4:00 pm - 4:45 pmHarbor C, Level 2 (Harbor Tower)Simplifying 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 pmVista A-C, Level 32 (Seaport Tower)Successfully Growing Managed Services on a Global Scale: Learnings from the Field [More Info]
Matthias Siegmund, Product Manager, itelligence AG
Sue Ann Knopp, Sr. Service Delivery Manager, itelligence AG
4:00 pm - 4:45 pmCortez Hill A-C, Level 3 (Seaport Tower)Taking an Incremental Approach to Integrating Services with Sales [More Info]
Thomas Jenkins, Director, Enterprise Planning Services, Hyland Software
4:45 pm - 5:00 pmNo locationMoving Break
5:00 pm - 5:45 pmHarbor D, Level 2 (Harbor Tower)Accelerating 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 pmHarbor I, Level 2 (Harbor Tower)Analytics Advantage: Monetizing with Confidence [More Info]
Laura Fay, VP, XaaS Product Management Research, TSIA
Jeremy DalleTezze, VP, Analytics, TSIA
5:00 pm - 5:45 pmHarbor A, Level 2 (Harbor Tower)Client Success Certification Program: Delivering on Your Client Success Cycle [More Info]
Tammy Moore, Director, Health Systems, TeleTracking Technologies
Mark Holoska, Director, Health Systems, TeleTracking Technologies
5:00 pm - 5:45 pmHarbor B, Level 2 (Harbor Tower)Driving 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 pmHarbor F, Level 2 (Harbor Tower)Education for Adoption: Focus on Customer Experience [More Info]
George Churchwell, Customer Experience, Education for Adoption, Cisco Systems
Makarand Chitale, Director, CX Training, Cisco Systems
5:00 pm - 5:45 pmOld Town AB, Level 2 (Seaport Tower)Growing Subscription Revenues With Channel Partners [More Info]
Martin Dove, VP, Subscription Sales Research, TSIA
Anne McClelland, VP, XaaS Channel Optimization Research , TSIA
5:00 pm - 5:45 pmHarbor E, Level 2 (Harbor Tower)Master Services Competency: Helping Partner Grow Their Business [More Info]
Amit Sahu, Sr. Business Analyst, VMware
5:00 pm - 5:45 pmHarbor C, Level 2 (Harbor Tower)Reimagining Real Time Field Service with Augmented Reality [More Info]
Jose Murillo, Technical Services Lead Trainer, ResMed
Marc Guthrie, Chief Operating Officer, Help Lightning
5:00 pm - 5:45 pmNo locationSupport Services Breakout [More Info]
5:00 pm - 5:45 pmHarbor G, Level 2 (Harbor Tower)The Millennial Mindset: What Millennials Want and Their Mindset Towards Leadership [More Info]
Alex Blough, Manager, Global Support, Ellucian
5:00 pm - 5:45 pmVista A-C, Level 32 (Seaport Tower)Workout | Global Drive, Local Challenge: From Professional Services to Managed Services in Life Sciences [More Info]
Harald Dauwa-Stummer, Manager, Analytics and Clinical Services EMEA, Perkin Elmer
Margot Goodwin, Sr. Manager, Application Consulting, Perkin Elmer
Michael Schwarz, Sr. Project Manager, Perkin Elmer
5:45 pm - 7:30 pmGrand Hall, Level 1Reception in the TSW | EXPO [More Info]
 
05/08/2019
6:00 am - 7:00 amHarbor Foyer, Level 2 (Harbor Tower)Fitness Event: Zen-as-a-Service Yoga [More Info]
7:30 am - 8:15 amGrand Hall, Level 1Table Topics in the TSW | EXPO
7:30 am - 8:30 amGrand Hall, Level 1Breakfast in the TSW | EXPO
7:30 am - 10:30 amGrand Hall, Level 1TSW | EXPO Open
7:30 am - 12:15 pmGrand Hall Foyer, Level 1Registration and Information
8:30 am - 9:30 amGaslamp A-D, Level 2 (Seaport Tower) 7 Pillars to Onboarding the Digital Customer [More Info]
Jay Kelkar, Principal Member Success Manager, TSIA
8:30 am - 9:30 amCortez Hill A-C, Level 3 (Seaport Tower)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 amHarbor A, Level 2 (Harbor Tower)CSMs as the Glue for Making All Customers Successful [More Info]
Jason Walker, Customer Success Architect, VMware
8:30 am - 9:30 amLa Jolla AB, Level 2 (Seaport Tower)Driving the Education Services Business: Portfolio Management at Hewlett Packard Enterprise [More Info]
Tom Clement, WW Portfolio Manager, Hewlett Packard Enterprise
8:30 am - 9:30 amHarbor H, Level 2 (Harbor Tower)Enabling 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 amHarbor I, Level 2 (Harbor Tower)Panel | 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 amHarbor B, Level 2 (Harbor Tower)Panel | The Era of Partner Success: Driving the Journey [More Info]
Phil Nanus, VP, Customer Success Research, TSIA
Kristine Stewart, VP, Client Success, Channel Impact
Troy Zaboukos, Partner Strategy Lead – Customer Success, Microsoft
Helda Lopes, Global Leader, Marketing and in Channels, Juniper Networks
Jared Raftery, Sr. Manager, Global Partner Strategy, Cisco Systems
8:30 am - 9:30 amHarbor F, Level 2 (Harbor Tower)Pricing for Profits [More Info]
Brent Loewen, Sr. Director, Pricing, JDA Software
8:30 am - 9:30 amHarbor E, Level 2 (Harbor Tower)The 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 amHarbor G, Level 2 (Harbor Tower)The ROI of a Unified Information Experience [More Info]
Philippe Mesritz, VP, Support Services, Lithium
Dan Craig, Sr. Manager, Information Experience, Spredfast
8:30 am - 9:30 amHarbor D, Level 2 (Harbor Tower)Workout | Moving to an Outcome Based Consulting Model [More Info]
Kyle Andrews, Founding Partner, Pretium Partners
Bo Di Muccio, Distinguished VP, Professional Services Research, TSIA
8:30 am - 9:30 amHarbor C, Level 2 (Harbor Tower)Workout | The Role of Service Marketing [More Info]
Jodie Paxton, Sr. Director, Service Revenue Generation Research, TSIA
9:30 am - 10:00 amGrand Hall, Level 1Refreshment Break in the TSW | EXPO
10:00 am - 10:15 amNo locationMoving Break
10:15 am - 10:45 amSeaport Ballroom, Level 2 (Seaport Tower)Keynote | It May Never Be the Same Again! How AI is Redefining the Customer Value Proposition [More Info]
Andrea Morgan-Vandome, Chief Marketing Officer, Celect
10:45 am - 11:15 amSeaport Ballroom, Level 2 (Seaport Tower)Keynote Panel | The Critical Links of LAER [More Info]
Thomas Lah, Executive Director, TSIA
Steve Frost, VP, Expand Selling Research, TSIA
Martin Dove, VP, Subscription Sales Research, TSIA
Phil Nanus, VP, Customer Success Research, TSIA
Bo Di Muccio, Distinguished VP, Professional Services Research, TSIA
11:15 am - 12:15 pmSeaport Ballroom, Level 2 (Seaport Tower)Closing 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.