05/06/2019 | |||
7:00 am - 6:00 pm | Grand Hall Foyer, Level 1 | Registration and Information | |
9:30 am - 10:00 am | Harbor 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 am | Harbor BC, Level 2 (Harbor Tower) | Workshop | TSIA Outcome Chains 201: Product Training [More Info] Cindy Lin, Product Manager, TSIA | |
12:00 pm - 12:45 pm | Seaport 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 pm | Grand Hall, Level 1 | TSW | EXPO Preview and Light Lunch | |
1:15 pm - 1:45 pm | Harbor 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 pm | Seaport 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 pm | Seaport 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 pm | Seaport 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 pm | Harbor & Seaport Foyers, Level 2 | Refreshment Break | |
4:15 pm - 5:15 pm | Harbor 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 pm | Gaslamp 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 Jack Johnson, VP, Service Revenue Generation Research, TSIA | |
4:15 pm - 5:15 pm | La 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 pm | Harbor 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 pm | Harbor 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 pm | Harbor 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 pm | Harbor 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 pm | Harbor 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 pm | Old 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 pm | Harbor 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 pm | Grand Hall, Level 1 | Welcome Reception in the TSW | EXPO [More Info] | |
05/07/2019 | |||
6:00 am - 7:00 am | The Marina Courtyard, Outside the Manchester Grand Hyatt | Fitness Event: 5K on the Bay [More Info] | |
7:00 am - 8:15 am | Harbor 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 pm | Grand Hall Foyer, Level 1 | Registration and Information | |
7:30 am - 8:15 am | Grand Hall, Level 1 | Table Topics in the TSW | EXPO [More Info] | |
7:30 am - 8:30 am | Grand Hall, Level 1 | Breakfast in the TSW | EXPO | |
7:30 am - 7:30 pm | Grand Hall, Level 1 | Headshot Photo Station in the TSW | EXPO [More Info] | |
7:30 am - 7:30 pm | Grand Hall, Level 1 | TSW | EXPO Open | |
8:30 am - 9:00 am | Seaport 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 am | Seaport 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 am | Harbor Foyer, Level 2 (Harbor Tower) | Refreshment Break | |
10:00 am - 10:40 am | Harbor 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 am | Harbor 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 am | Gaslamp 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 am | Harbor H, Level 2 (Harbor Tower) | FinancialForce Case Study: How Salesforce Leverages FinancialForce PSA to Scale and Transform Its 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 am | Harbor 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 am | Harbor 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 am | Harbor 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 am | Harbor 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 am | La 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 am | No location | Moving Break | |
11:00 am - 11:45 am | Seaport 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 am | Gaslamp 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 am | Harbor 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 am | La Jolla AB, Level 2 (Seaport Tower) | Field Services Keynote | Transitioning to a Data-Driven Service Organization [More Info] Bruce Fullerton, VP Service and Support, Region North and Central America, Elekta Mark Coward, VP, Service Operations, Elekta | |
11:00 am - 11:45 am | Harbor I, Level 2 (Harbor Tower) | Managed Services Keynote | Managed Mobility Solutions as a Service [More Info] Min Wei, SVP, Operations, Cubic Transportation Systems Boris Karsch, VP, Strategy, Cubic Transportation Systems | |
11:00 am - 11:45 am | Harbor 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 am | Harbor 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 am | Harbor 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 am | Harbor 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 am | Harbor 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 pm | Grand Hall, Level 1 | Lunch in the TSW | EXPO | |
12:45 pm - 1:00 pm | No location | Moving Break | |
1:00 pm - 1:45 pm | Harbor 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 pm | Vista 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 pm | Old 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 pm | Harbor E, Level 2 (Harbor Tower) | Do You Really Know Your Customer’s Health? [More Info] Sanders Slavens, VP, Customer Success, Professional Services and Product Support, IBM | |
1:00 pm - 1:45 pm | Harbor C, Level 2 (Harbor Tower) | Focused Training to Elevate Capabilities [More Info] Philippe Mesritz, VP, Support Services, Lithium | |
1:00 pm - 1:45 pm | Cortez 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 pm | Harbor 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 pm | Hillcrest 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 pm | Harbor 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 pm | Harbor 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 pm | Harbor 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 pm | La 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 pm | Hillcrest 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 pm | Harbor 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 pm | Gaslamp 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 pm | Harbor 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 pm | No location | Moving Break | |
2:00 pm - 3:00 pm | Harbor 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 pm | Harbor H, Level 2 (Harbor Tower) | Building a Comprehensive Customer Success Package to Drive a 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 pm | Hillcrest AB, Level 3 (Seaport Tower) | Creating Customer Centric Digital Service Offerings [More Info] Allen Goldner, Head of CRM Consulting, US, Siemens AG Lauren Gross, Lead Consultant, Siemens AG | |
2:00 pm - 3:00 pm | Harbor 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 pm | Harbor 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 pm | Cortez 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 pm | Harbor 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 pm | Gaslamp 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 pm | Harbor 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 pm | Harbor 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 Jennifer MacIntosh, VP, Customer Experience, Coveo | |
2:00 pm - 3:00 pm | Harbor C, Level 2 (Harbor Tower) | Transitioning to a 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 pm | Promenade 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 pm | Hillcrest 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 pm | Harbor 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 pm | Vista 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 pm | Grand Hall, Level 1 | Refreshment Break in the TSW | EXPO | |
3:10 pm - 3:50 pm | Harbor 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 pm | Harbor 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 pm | Harbor 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 pm | Harbor 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 pm | Harbor 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] Kerri Brown, Global VP, Cloud Customer Engagement and Success, SAP Guy Nirpaz, Founder & CEO, Totango | |
4:00 pm - 4:45 pm | Gaslamp A-D, Level 2 (Seaport Tower) | 4x4=100: 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 pm | Harbor G, Level 2 (Harbor Tower) | Adoption Challenges for Remote Connections to Customer Networks for IoT and Other Data [More Info] Andrew Seward, Sr. Marketing Engineer, Tokyo Electron America | |
4:00 pm - 4:45 pm | Harbor 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 pm | Harbor 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 pm | Harbor 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 pm | Harbor 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 pm | Bayview, 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 pm | Hillcrest 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 pm | Harbor 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 pm | Harbor D, Level 2 (Harbor Tower) | Next Generation Resource Management Imperatives Focused on Capacity Planning for PS Teams [More Info] David Young, Director, Professional Services Research & Operational Best Practices, TSIA | |
4:00 pm - 4:45 pm | Harbor 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 pm | La 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 pm | Old 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 pm | Harbor 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 pm | Vista 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 pm | Cortez 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 pm | No location | Moving Break | |
5:00 pm - 5:45 pm | Harbor 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 pm | Harbor 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 pm | Harbor 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 pm | Harbor 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 pm | Harbor 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 pm | Harbor H, Level 2 (Harbor Tower) | Future Support Service Leaders: Meet the Researchers [More Info] Judith Platz, VP, Support Services Research, TSIA John Ragsdale, Distinguished VP, Service Technology Research, TSIA | |
5:00 pm - 5:45 pm | Old 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 pm | Harbor E, Level 2 (Harbor Tower) | Master Services Competency: Helping Partners Grow Their Business [More Info] Amit Sahu, Sr. Business Analyst, VMware | |
5:00 pm - 5:45 pm | Harbor 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 pm | Harbor 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 pm | Vista 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 pm | Grand Hall, Level 1 | Reception in the TSW | EXPO [More Info] | |
05/08/2019 | |||
6:00 am - 7:00 am | Harbor Foyer, Level 2 (Harbor Tower) | Fitness Event: Zen-as-a-Service Yoga [More Info] | |
7:30 am - 8:15 am | Grand Hall, Level 1 | Table Topics in the TSW | EXPO [More Info] | |
7:30 am - 8:30 am | Grand Hall, Level 1 | Breakfast in the TSW | EXPO | |
7:30 am - 10:30 am | Grand Hall, Level 1 | TSW | EXPO Open | |
7:30 am - 12:15 pm | Grand Hall Foyer, Level 1 | Registration and Information | |
8:30 am - 9:30 am | Gaslamp 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 am | Harbor C, Level 2 (Harbor 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 am | Harbor 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 am | La 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 am | Harbor 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 am | Harbor 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 Suzanne Gallagher, VP, Cloud & Data Center Transformation (CDCT), Insight Chris Gaudlip, CTO, Dell Technologies Managed Services, Dell Technologies Stephen Currie, VP, Support Operations, Synoptek Christine Carter, Director, Global Solution Partner Enablement, Services and Support, Siemens PLM Software | |
8:30 am - 9:30 am | Harbor 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 am | Harbor F, Level 2 (Harbor Tower) | Pricing for Profits [More Info] Brent Loewen, VP, BSS and Revenue Management, JDA Software | |
8:30 am - 9:30 am | Harbor 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 am | Harbor 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 am | Harbor 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 am | Cortez Hill A-C, Level 3 (Seaport Tower) | Workout | The Role of Service Marketing [More Info] Jodie Paxton, Sr. Director, Service Revenue Generation Research, TSIA Jack Johnson, VP, Service Revenue Generation Research, TSIA | |
9:30 am - 10:00 am | Grand Hall, Level 1 | Refreshment Break in the TSW | EXPO | |
10:00 am - 10:15 am | No location | Moving Break | |
10:15 am - 10:45 am | Seaport 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 am | Seaport 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 pm | Seaport 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 |