| 05/02/2016 | |||
| 7:00 am - 6:00 pm | Indigo Terrace Foyer | Registration and Information | |
| 11:30 am - 12:30 pm | Indigo Ballroom | Opening Lunch in the TSW | EXPO [More Info] | |
| 11:30 am - 1:30 pm | Indigo 202 A | Customer Success Meeting with Lunch (Open to Vice Presidents and Above) [More Info] Thomas Lah, Executive Director, TSIA | |
| 11:30 am - 1:30 pm | Indigo 204 B | Education Services Meeting with Lunch (Open to Vice Presidents and Above) [More Info] Maria Manning-Chapman, VP Research, Education Services, TSIA | |
| 11:30 am - 1:30 pm | Sapphire 410 | Expand Selling Meeting with Lunch (Open to Vice Presidents and Above) [More Info] Mark Middlekamp, VP Research, Expand Selling, TSIA | |
| 11:30 am - 1:30 pm | Indigo 204 A | Field Services Meeting with Lunch (Open to Vice Presidents and Above) [More Info] Vele Galovski, VP Research, Field Services, TSIA | |
| 11:30 am - 1:30 pm | Indigo 202 B | Managed Services Meeting with Lunch (Open to Vice Presidents and Above) [More Info] George Humphrey, VP Research, Managed Services, TSIA | |
| 11:30 am - 1:30 pm | Aqua 300 | Professional Services Meeting with Lunch (Open to Vice Presidents and Above) [More Info] Bo Di Muccio, VP Research, Professional Services, TSIA | |
| 11:30 am - 1:30 pm | Sapphire 400 | Service Revenue Generation Meeting with Lunch (Open to Vice Presidents and Above) [More Info] Julia Stegman, VP Research, Service Revenue Generation, TSIA | |
| 11:30 am - 1:30 pm | Aqua Salon D | Support Services Meeting with Lunch (Open to Vice Presidents and Above) [More Info] Michelle Latorre-Illman, Director Research, Support Services, TSIA Judith Platz, VP Research, Customer Success & Support Services, TSIA | |
| 12:00 pm - 12:45 pm | Sapphire A | Building the Infrastructure for Tech as a Service [More Info] John Ragsdale, VP Research, Technology and Social, TSIA | |
| 12:00 pm - 1:30 pm | Sapphire M | Speed Networking (Session 1) [More Info] | |
| 1:00 pm - 1:30 pm | Indigo Ballroom | TSW | EXPO Tour [More Info] John Ragsdale, VP Research, Technology and Social, TSIA | |
| 1:30 pm - 1:40 pm | Sapphire A | All About TSIA [More Info] Diane Brundage, VP, Member & Partner Development Operations, TSIA | |
| 1:40 pm - 1:50 pm | Sapphire A | Making the Most of Your TSW Conference Experience [More Info] Diane Brundage, VP, Member & Partner Development Operations, TSIA | |
| 2:00 pm - 3:00 pm | Sapphire Ballroom | Keynote: Winning in the Cloud Economy [More Info] Thomas Lah, Executive Director, TSIA | |
| 3:00 pm - 3:30 pm | Sapphire Ballroom | Keynote: Burning the Boats: How Autodesk is Redefining the Role of Sales and Services as It Transitions from a Traditional Product Model to SaaS [More Info] Callan Carpenter, VP, Global Named Accounts, Autodesk | |
| 3:30 pm - 4:00 pm | Sapphire Ballroom | Keynote: The Operating Model Transforming "as a Service" Businesses [More Info] Lincoln Murphy, Founder, Sixteen Ventures | |
| 4:00 pm - 4:15 pm | Foyer | Break | |
| 4:15 pm - 5:15 pm | Aqua Salon D | Customer Success Keynote: In-flight Refueling: Adding a Customer Success Organization to an Established Business [More Info] Nello Franco, SVP, Customer Success, Talend | |
| 4:15 pm - 5:15 pm | Aqua Salon AB | Education Services Keynote: Agile Content Development and Information Convergence [More Info] James Dorney, Vice President, Education, CA Technologies | |
| 4:15 pm - 5:15 pm | Sapphire 410 | Expand Selling Keynote: Accelerating Revenue Growth and Driving Outcomes for Customers through Organization-Wide Collaboration [More Info] Jeanne Beliveau-Dunn, VP and GM, Cisco Services, Cisco Systems | |
| 4:15 pm - 5:15 pm | Sapphire 400 | Field Services Keynote: The Emerson Journey: Driving Customers to Top Quartile Performance through Packaged Outcome Based Services [More Info] Denny Cahill, VP, Global Lifecycle Services, Emerson Process Management | |
| 4:15 pm - 5:15 pm | Sapphire I | Keynote: Growing the Top Line with Outcome-Based Business Models [More Info] Richard Dresden, Executive Vice President, Sales, Mattersight | |
| 4:15 pm - 5:15 pm | Aqua 300 | Managed Services Keynote: The Evolution of a Managed Services Business in the Cloud Era [More Info] Peter LaCoste, Senior Vice President, Global Managed Services, EMC | |
| 4:15 pm - 5:15 pm | Sapphire A | Professional Services Keynote: How to Win in Making the Transition from Traditional Software to SaaS, a PS Perspective [More Info] Sharon Eilon, WW Head, Strategy and Solutions, HPE Software Services, HP | |
| 4:15 pm - 5:15 pm | Aqua Salon C | Service Revenue Generation Keynote: Moving to Security-as-a-Service: Lessons From Making the Transition at Symantec [More Info] Tim Willey, SVP, Commercial Strategy & Insights, Symantec | |
| 4:15 pm - 5:15 pm | Sapphire Ballroom | Support Services Keynote: Accelerate Product Adoption: An Innovative Data Centric Approach for Support Organizations to Drive Customer Outcomes [More Info] Ansa Sekharan, Executive Vice President, Global Customer Support, Informatica | |
| 5:15 pm - 7:15 pm | Indigo Ballroom | Welcome Reception in the TSW | EXPO [More Info] | |
| 05/03/2016 | |||
| 6:00 am - 7:00 am | Sapphire 400 | Zen-as-a-Service (early morning Yoga) [More Info] Jasmine Pilar, Sales Specialist, Membership Development , TSIA Judit Szilagyi, Research Analyst, TSIA | |
| 7:00 am - 8:15 am | Sapphire M | Speed Networking (Session 2) [More Info] | |
| 7:00 am - 8:30 am | Indigo Ballroom | Breakfast in the TSW | EXPO | |
| 7:00 am - 6:00 pm | Indigo Terrace Foyer | Registration and Information | |
| 7:15 am - 8:15 am | Elevation (30th Floor) | Women in Services Power Breakfast (additional fee applies) [More Info] | |
| 8:30 am - 9:00 am | Sapphire Ballroom | Keynote: State of the Industry: Outcome Engineering [More Info] Thomas Lah, Executive Director, TSIA | |
| 9:00 am - 9:30 am | Sapphire Ballroom | Special Announcement [More Info] JB Wood, President & CEO, TSIA | |
| 9:30 am - 9:45 am | Foyer | Break | |
| 9:45 am - 10:30 am | Sapphire A | Aligning Support Personnel and Process to Deliver Outcome Based Support [More Info] Michelle Latorre-Illman, Director Research, Support Services, TSIA Judith Platz, VP Research, Customer Success & Support Services, TSIA | |
| 9:45 am - 10:30 am | Aqua Salon C | Analytics to Increase Adoption and Renewal at Scale [More Info] Jeremy DalleTezze, Director Research, Data Analytics, TSIA | |
| 9:45 am - 10:30 am | Aqua Salon D | Building Managed XaaS Offers [More Info] George Humphrey, VP Research, Managed Services, TSIA | |
| 9:45 am - 10:30 am | Aqua 300 | Certification Best Practices: Leveraging Certification to Drive Adoption [More Info] Maria Manning-Chapman, VP Research, Education Services, TSIA | |
| 9:45 am - 10:30 am | Aqua Salon E | From Base Support to Product-as-a-Service: Differentiating Your Hardware Service Offers [More Info] Vele Galovski, VP Research, Field Services, TSIA | |
| 9:45 am - 10:30 am | Sapphire E | Monetizing Services in a XaaS Model [More Info] Julia Stegman, VP Research, Service Revenue Generation, TSIA | |
| 9:45 am - 10:30 am | Indigo 204 | Optimizing PS for XaaS [More Info] Bo Di Muccio, VP Research, Professional Services, TSIA | |
| 9:45 am - 10:30 am | Aqua Salon F | Outcome Engineering to Accelerate Expand Selling Revenues [More Info] Mark Middlekamp, VP Research, Expand Selling, TSIA | |
| 9:45 am - 10:30 am | Sapphire I | Social's Role in Enabling Support for XaaS [More Info] John Ragsdale, VP Research, Technology and Social, TSIA | |
| 10:30 am - 10:45 am | Foyer | Break | |
| 10:45 am - 12:00 pm | Sapphire A | Aligning Support Personnel and Process to Deliver Outcome Based Support - Session 1 [More Info] Stephen Vaillancourt, Customer Strategy Data Scientist, PTC Ersel Kullolli, Technical Program Manager, Transcend Insights | |
| 10:45 am - 12:00 pm | Sapphire E | Aligning Support Personnel and Process to Deliver Outcome Based Support - Session 2 [More Info] Andrew Papparides, Director, Customer Support, ServiceNow Aneel Jaeel, VP, Global Customer Support, ServiceNow Paul Selby, Principal Product Manager, Services, Symantec Corporation | |
| 10:45 am - 12:00 pm | Aqua Salon D | Building Managed XaaS Offers [More Info] Dottie Shaw, Sr. Program Manager, Microsoft Rob Simpson, Global Business Program Manger, Microsoft John Bartlett, Sr. Director, Advanced and Managed Service Business Development, Polycom Todd Lefkowitz, VP, Global Services, Rapid7 | |
| 10:45 am - 12:00 pm | Aqua Salon E | Creating Differentiated Field Service Offers for XaaS [More Info] Timothy Matanovich, President, Value and Pricing Partners David Bisciotti, VP, Customer Service, Varian Medical Systems Gary Grecsek, VP, OneSource Laboratory Services, PerkinElmer | |
| 10:45 am - 12:00 pm | Aqua Salon AB | Customer Loyalty and Churn - Session 1 [More Info] Jack Sparks, Director, Customer Support, Datalink Phyllis Fann, Program Manager, Communities of Practice, Red Hat | |
| 10:45 am - 12:00 pm | Aqua Salon C | Customer Loyalty and Churn - Session 2 [More Info] Atul Nanda, SVP, Global Customer Success, Salesforce Allison Levin, Director of Customer Success Management, HealthcareSource | |
| 10:45 am - 12:00 pm | Aqua Salon F | Customer Outcome Engineering: Emerging Program Success Stories [More Info] John Scipio, Director, Strategic Services & Operations, TeleTracking Technologies Bart Fanelli, VP, Global Field Success, Splunk Wassilios Lolas, Global Head, Customer Lifecycle Value Services, SAP SE | |
| 10:45 am - 12:00 pm | Indigo 202 | Optimizing PS for XaaS - Session 1 [More Info] Rick Hamilton, Corporate VP, Professional Services , Juniper Networks Roslyn Jones, WW Vice President, CA Education, CA Technologies Karen Longcoy, VP Marketing, CA Services, CA Technologies | |
| 10:45 am - 12:00 pm | Indigo 204 | Optimizing PS for XaaS - Session 2 [More Info] David McKenney, VP, Global Services, Bentley Systems | |
| 10:45 am - 12:00 pm | Sapphire 400 | Service Sales through Product Sales Channels & Pure Play SaaS Support Offers [More Info] Chris Belden, SVP, Global Services, Telogis Bill Hall, Partner, Pretium Partners | |
| 10:45 am - 12:00 pm | Sapphire 410 | Support & Adoption Offerings for On-premise and Subscription Models [More Info] John D'Addario, Senior Manager, Support Service Portfolio, PTC Katriona Lord-Levins, Sr. Manager, Product Support, Autodesk Christy Johnson, Program Manager, Services Product Management, Technical Services, Symantec Corporation | |
| 10:45 am - 12:00 pm | Sapphire I | Taking Social Media Customer Care to the Next Level [More Info] Tim Lopez, Project Manager, Global Social Customer Care, Symantec | |
| 10:45 am - 12:00 pm | Aqua 300 | The Motivation Behind a Certification Business [More Info] Cara Scott, Certification Program Manager, PTC | |
| 12:00 pm - 2:00 pm | Indigo Ballroom | Lunch and EXPO Breakout Sessions in the TSW | EXPO | |
| 12:20 pm - 1:00 pm | Aqua Salon C | Analytics: Measure Your Way to Success with xAPI [More Info] George Churchwell, President, Tech 2000 Mike Bolla, Former Cisco Director, Global Virtual Engineering, Michael Bolla Consulting | |
| 12:20 pm - 1:00 pm | Indigo 202 | Outcome Focus Improves Verizon’s Outsourced Provisioning [More Info] Nick Sellers, Sr. Director, Strategy and Marketing, Sykes Enterprises Julie Slattery, VP Global Operations, Verizon | |
| 12:20 pm - 1:00 pm | Aqua Salon AB | The Impact of Machine Intelligence in Services Organizations [More Info] Mark Robinson, Co-Founder & CMO, Kimble Applications John Ragsdale, VP Research, Technology and Social, TSIA | |
| 12:20 pm - 1:00 pm | Indigo 204 | Your Success = Engaged Customers. ALL Services Play a Part. How? [More Info] Malcolm Poulin, Sr. Director, Product Strategy, ANCILE Solutions | |
| 1:10 pm - 1:50 pm | Indigo 204 | Customer Experience Innovation to Increase Service Revenue: Profiles in Success [More Info] Kevin Kenny, VP, Sutherland Global Services Heriberto Gonzalez, VP, Sutherland Global Services | |
| 1:10 pm - 1:50 pm | Aqua Salon AB | How Cisco is Evolving to Outcome-Based, Level 4 Partnerships [More Info] Gary Edgerle, Director, Global Service Operations, Cisco Systems Robert Kenney, EVP Sales & Marketing, OnProcess | |
| 1:10 pm - 1:50 pm | Indigo 202 | Lift the Fog from Your Customer's Cloud Transition Through Professional Services [More Info] Christina Sansone, Management Consultant, PwC Elizabeth Gustafson, Management Consultant, PwC | |
| 2:00 pm - 3:00 pm | Sapphire A | Become the Support Hero in Your Company: Learn the Secret with Online Communities [More Info] Gili Guri-Mill, Director, Product Marketing, Jive Software Patrick Van Der Hyde, Support Community Manager, Tableau Software | |
| 2:00 pm - 3:00 pm | Sapphire I | Best Practices: How Adobe and WatchGuard Are Delivering Effortless Support Experiences [More Info] John Ragsdale, VP Research, Technology and Social, TSIA Jennifer MacIntosh, VP, Customer Success, Coveo Anand Gurunathan, Director, Customer Experience Technology Services, Adobe Sandra Takeuchi, Project Manager, Product Training & Publications , WatchGuard | |
| 2:00 pm - 3:00 pm | Sapphire 410 | Beyond Support: The Next Generation of Customer Communities [More Info] Lois Townsend, Director, Social Media and Community, Autodesk Jeff Browning, Head of Global Customer Communities, Palo Alto Networks Rachel Barger, GM EMEA and Global Head, Customer Success, Lithium Technologies | |
| 2:00 pm - 3:00 pm | Indigo 204 | Cloudy with a Guaranteed Chance of Transformational Change [More Info] Ben Hinzman, Global PS Operations Services Design Lead, VMware Michael Smith, VP, Marketing, Changepoint | |
| 2:00 pm - 3:00 pm | Indigo 202 | Connecting Sales, Services and Finance to Achieve High Growth [More Info] Denise Lockard, Sr. Director of Operations, Manhattan Associates Lori Ellsworth, GM, PSA Applications, FinancialForce | |
| 2:00 pm - 3:00 pm | Aqua Salon D | Enterprise Customer Success Best Practices [More Info] Nick Mehta, CEO, Gainsight Dan Steinman, CCO, Gainsight Sanjiv Patel, Director, Global Customer Success Analytics, Cisco Systems | |
| 2:00 pm - 3:00 pm | Sapphire E | It's a Bird, It's a Plane, It's the Internet of Things! Using the IoT to Generate Revenue Via Super Support Experiences [More Info] Peter Zeinoun, Director of Products, LogMeIn R.J. Stangle, VP, Services & Solutions, Radialpoint | |
| 2:00 pm - 3:00 pm | Aqua Salon C | The Power of Combining CRMs and Surveys: TSIA’s Story [More Info] Bryan Girkins, Sr. Research Analyst, TSIA Melissa Langworthy, Ph.D., Training Specialist, SurveyGizmo | |
| 2:00 pm - 3:00 pm | Aqua Salon AB | The Power of Professional Services in Driving Customer Adoption of Software Enabled Technology Solutions [More Info] Rick Hamilton, Corporate VP, Professional Services , Juniper Networks Amit Dhir, Management Consultant, PwC | |
| 2:00 pm - 3:00 pm | Sapphire 400 | Transforming Professional Services: Ceridian’s Experience with the Seven Principles of Professional Services [More Info] Shane Anastasi, Founder, PS Principles Gord MacDonald, VP, Education, Ceridian | |
| 3:00 pm - 3:15 pm | Foyer | Break | |
| 3:15 pm - 4:00 pm | Aqua Salon D | Brace for Impact: Managed XaaS: When Products, Services and the Cloud Collide [More Info] George Humphrey, VP Research, Managed Services, TSIA Charlotte Baker, CEO, Digital Hands John Chancellor, Solutions Architect, CDW Dhaval Moogimane, Partner, Waterstone Management Group | |
| 3:15 pm - 4:00 pm | Aqua Salon C | Building Customer Success Organizations alongside Professional Services and Support Teams; How is it done? Who does what? [More Info] Judith Platz, VP Research, Customer Success & Support Services, TSIA Dan Malavich, Global Director, Customer Relations, Alfresco Software Matthew Seaman, VP, Service Management & Operations, PTC Dave Baca, VP, Customer Success, ANCILE Solutions | |
| 3:15 pm - 4:00 pm | Aqua 300 | Certification: What’s at Stake? [More Info] Maria Manning-Chapman, VP Research, Education Services, TSIA Ken Goetz, VP, Global Learning Services, Red Hat Lauren Thibodeau, VP, Knowledge Programs & Products, Kinaxis Milind Gurjar, Sr. Director/General Manager, Cisco Learning Services, Cisco Systems | |
| 3:15 pm - 4:00 pm | Indigo 202 | Discovering and Uncovering Operational Excellence [More Info] Tom Pridham, SVP & GM, TSIA Daniel Skempton, VP, Customer Success, Transcend Insights Rick Hamilton, Corporate VP, Professional Services , Juniper Networks Brian Daniell, SVP, Customer Success, Deltek Athena Burnison, Learning Path Manager, Voice Services, Intermedia | |
| 3:15 pm - 4:00 pm | Aqua Salon E | Driving Adoption and Process Optimization: The Changing Role of Employees [More Info] Vele Galovski, VP Research, Field Services, TSIA Johan Claassen, Director, Emerson Process Management Tyrone Parker, Senior Director, New Business Development and Strategy, Pitney Bowes David Kay, Principal, DB Kay & Associates | |
| 3:15 pm - 4:00 pm | Sapphire I | Leveraging Social to Measure and Impact the Customer Experience [More Info] John Ragsdale, VP Research, Technology and Social, TSIA Phil Verghis, CEO, Klever Francoise Tourniaire, Owner, FT Works Dennis Gershowitz, Principal, DG Associates | |
| 3:15 pm - 4:00 pm | Sapphire E | Renewal Engagement and Customer Engagement Models [More Info] Julia Stegman, VP Research, Service Revenue Generation, TSIA Peg Rodarmel, VP, WW Infor Subscription Services, Infor Jens Bernotat, Global Vice President, Strategy and Business Development Maintenance-Go-To-Market and Premium Engagements, SAP AG Kathy Eastwood, Acting Vice President, SW Support Strategy & Operations, HP | |
| 3:15 pm - 4:00 pm | Sapphire A | Support Services: Connected Secure Product [More Info] Michelle Latorre-Illman, Director Research, Support Services, TSIA Steve Paski, Technical Support Manager, Transcend Insights Ashok Gunasekaran, Vice President, Customer Support, Informatica Judy Barron, Director, Customer Data Protection, Cisco Systems | |
| 3:15 pm - 4:00 pm | Aqua Salon F | Systematic Expand Selling: Where to Start, How to Start [More Info] Mark Middlekamp, VP Research, Expand Selling, TSIA Bart Fanelli, VP, Global Field Success, Splunk Wassilios Lolas, Global Head, Customer Lifecycle Value Services, SAP SE Richard Kohn, Director, Insights & Analytics, Symantec Corporation | |
| 3:15 pm - 4:00 pm | Indigo 204 | Transitioning from Free to Fee [More Info] Bo Di Muccio, VP Research, Professional Services, TSIA John Allessio, Vice President, Global Services, Red Hat Roelf Kuitse, Manager, Cortext Professional Services , Imprivata | |
| 4:00 pm - 4:15 pm | Foyer | Break | |
| 4:15 pm - 5:15 pm | Aqua Salon AB | Beyond User Adoption: Using a Customer Health Score to Grow Your Business [More Info] Kelly Leslie, Manager, Implementation Services, Citrix Mike Ulaky, Manager, Customer Success, Citrix | |
| 4:15 pm - 5:15 pm | Sapphire E | Customer Engagement Best Practices [More Info] John Ragsdale, VP Research, Technology and Social, TSIA Michelle Latorre-Illman, Director Research, Support Services, TSIA Judith Platz, VP Research, Customer Success & Support Services, TSIA Ashok Gunasekaran, Vice President, Customer Support, Informatica | |
| 4:15 pm - 5:15 pm | Aqua Salon E | Delivering a Great Customer Experience in Field Services [More Info] Dennis Gershowitz, Principal, DG Associates Ed Conklin, Field Service Director - Consumer, Hughes Network Systems | |
| 4:15 pm - 5:15 pm | Aqua Salon F | Driving Organizational Change to Achieve Effective Expand Selling [More Info] Yves-Marie Le Bay, Worldwide Director, Lead the Deal Programs, Hewlett Packard Enterprise Mark Dorsett, VP, Global Business and Strategic Partnerships, Prosci | |
| 4:15 pm - 5:15 pm | Aqua Salon D | Essential Building Blocks for Managed XaaS: Growth, Compliance and Customer Success [More Info] Marty Grosh, VP, Advanced Services, Compugen Randy Mysliviec, President & CEO, RTM Consulting Webb Stevens, Head of Product, Avalara | |
| 4:15 pm - 5:15 pm | Sapphire 400 | Hiring Renewal Sales Specialists and Managing Your Renewal Pipeline [More Info] Sheryl Verhelle, Director, Infor Subscription Services-Americas Infor, Infor Sandy Erickson, Sr. Manager, Infor Subscription Services, Infor Jane Graham, Director, Customer Retention, Blackbaud | |
| 4:15 pm - 5:15 pm | Indigo 202 | Maximizing PS Profitability [More Info] Paul Hofstadler, VP, Worldwide Consulting, Mentor Graphics Joel Hofman, VP, WW Professional Services and Technical Education, Riverbed Technology | |
| 4:15 pm - 5:15 pm | Indigo 204 | Resource Management Best Practices [More Info] James Cho, Director Research, Professional Services & Operational Best Practices, TSIA | |
| 4:15 pm - 5:15 pm | Aqua 300 | Subscriptions [More Info] Stefan Helf, SVP, PTC University, PTC Paul Selby, Principal Product Manager, Services, Symantec Corporation | |
| 4:15 pm - 5:15 pm | Sapphire A | Transforming Support with KCS℠: Success Factors, Lessons Learned, and Business Results [More Info] Ryan Mathews, Senior Manager, Technical Support, Extreme Networks David Kay, Principal, DB Kay & Associates | |
| 5:15 pm - 6:30 pm | Indigo Ballroom | Reception in the TSW | EXPO [More Info] | |
| 6:45 pm - 10:30 pm | Petco Park | Private Rooftop Party and Ballgame at Petco Park (additional fee applies) [More Info] | |
| 05/04/2016 | |||
| 6:00 am - 7:00 am | Promenade Plaza | 5K On The Bay [More Info] | |
| 7:00 am - 8:30 am | Indigo Ballroom | Breakfast in the TSW | EXPO | |
| 7:00 am - 2:00 pm | Indigo Terrace Foyer | Registration and Information | |
| 7:30 am - 8:30 am | Indigo Terrace | TableTopic Discussions | |
| 8:30 am - 9:30 am | Sapphire Ballroom | Keynote: Aligning Sales, Services, and Marketing Around Customer Success: HubSpot Case Study [More Info] Mark Roberge, Chief Revenue Officer, HubSpot Sales Division, HubSpot | |
| 9:30 am - 9:45 am | Foyer | Break | |
| 9:30 am - 11:00 am | Indigo Ballroom | TSW | EXPO - Final Opportunity [More Info] | |
| 9:45 am - 10:45 am | Aqua 300 | Beyond the LMS: Microapps and Amazon Services Deliver Personalized Learning [More Info] Ron Fuller, Director, Web Services, Mentor Graphics Lane Giles, Director, Global Training Services, Mentor Graphics | |
| 9:45 am - 10:45 am | Indigo 202 | Collaboratively Building the Professional Services Outcome Chain [More Info] Kyle Andrews, Founding Partner, Pretium Partners Bo Di Muccio, VP Research, Professional Services, TSIA | |
| 9:45 am - 10:45 am | Aqua Salon C | Enabling Customer Success Through Ongoing Optimization [More Info] Adrian La Sala, Global Services Education Portfolio Lead, PTC | |
| 9:45 am - 10:45 am | Indigo 204 | Generating Margin with RMaaS [More Info] Brandon Brumfield, Director, Business Operations, Unisys Jennifer Gamble, Practice Leader – Skills Development and Training, RTM Consulting | |
| 9:45 am - 10:45 am | Aqua Salon D | Implementing an Outcome-Based Sales Strategy for Managed XaaS Sales [More Info] Bill Hall, Partner, Pretium Partners George Humphrey, VP Research, Managed Services, TSIA | |
| 9:45 am - 10:45 am | Aqua Salon F | Lessons LAERned: Practical Insights for Implementing the LAER framework to Drive Revenue Growth [More Info] Kelley Jarrett, Director, Product Marketing, Blackbaud Brad May, Vice President, Services, Blackbaud | |
| 9:45 am - 10:45 am | Sapphire 400 | Moving From Hardware to Hardware+Software+Services [More Info] Neil Jain, Partner, Waterstone Management Group Julia Stegman, VP Research, Service Revenue Generation, TSIA | |
| 9:45 am - 10:45 am | Aqua 310 | Next Generation Land Selling Motions for XaaS Businesses [More Info] Glenn Gramling, Vice President, Outcome Chains | |
| 9:45 am - 10:45 am | Sapphire A | Re-Vitalizing Self-Service for the Omni-Channel World [More Info] Hiren Dalal, VP, Global Customer Success, CA Technologies | |
| 9:45 am - 10:45 am | Aqua Salon E | Service Engineering 2.0 - Trends and Best Practices: Designing a Superior Customer Experience [More Info] Randy Mysliviec, President & CEO, RTM Consulting Vele Galovski, VP Research, Field Services, TSIA | |
| 9:45 am - 10:45 am | Sapphire E | Value Driven Channels in the XaaS Era [More Info] Andreas Gast, Chief Customer Officer, Value and Pricing Partners Timothy Matanovich, President, Value and Pricing Partners | |
| 10:45 am - 11:00 am | Foyer | Break | |
| 11:00 am - 12:00 pm | Aqua Salon AB | If You Build it They Will Come - Building a CSM Organization [More Info] Andy Kearney, Sr. Director, Customer Success Management, Ellucian Neil Jain, Partner, Waterstone Management Group | |
| 11:00 am - 12:00 pm | Sapphire A | Autodesk Knowledge Network: A Knowledge Ecosystem Approach to Integrated Content-Driven Self-Service [More Info] Tom Williams, Director, Experience & Engineering, Autodesk Knowledge Network, Autodesk | |
| 11:00 am - 12:00 pm | Sapphire 400 | Calling All Service Marketers and Portfolio Managers!! [More Info] Julia Stegman, VP Research, Service Revenue Generation, TSIA | |
| 11:00 am - 12:00 pm | Indigo 204 | Can Your PS Automation Infrastructure Keep Pace with the Business Demands of XaaS? [More Info] Marc Lacroix, Managing Partner, RTM Consulting John Ragsdale, VP Research, Technology and Social, TSIA David McKenney, VP, Global Services, Bentley Systems Daniel Klein, SVP, Enterprise Systems and Services, Medidata Solutions | |
| 11:00 am - 12:00 pm | Indigo 202 | Change is Good: The Morphing Service Delivery Model for a Product Centric SaaS Based Software Company [More Info] Michael Mearman, VP, Enterprise Delivery, Ultimate Software | |
| 11:00 am - 12:00 pm | Aqua Salon D | Deep Dive on End User Workspace-as-a-Service (WaaS) [More Info] TJ Vatsa, Principal Architect, VMware | |
| 11:00 am - 12:00 pm | Aqua 300 | From Smile Sheets to Outcomes [More Info] Teresa Lubeck, Manager, Education Services for Customer Success, Cisco Systems | |
| 11:00 am - 12:00 pm | Aqua Salon F | Leveraging Benchmarking to Drive Adoption and Uncover Expansion Opportunities [More Info] Rachel Barger, GM EMEA and Global Head, Customer Success, Lithium Technologies | |
| 11:00 am - 12:00 pm | Aqua Salon E | Leveraging the Industrial Internet to Transform Your Client Service Support Model [More Info] Tyrone Parker, Senior Director, New Business Development and Strategy, Pitney Bowes | |
| 11:00 am - 12:00 pm | Sapphire I | Winning in the Cloud with Data Analytics [More Info] Jeremy DalleTezze, Director Research, Data Analytics, TSIA Richard Kohn, Director, Insights & Analytics, Symantec Corporation Stephen Vaillancourt, Customer Strategy Data Scientist, PTC Paul Geenen, Sr. Data Analyst, Customer Success & Strategy, McKesson | |
| 11:00 am - 12:00 pm | Sapphire E | YaaS – For Getting Things Done [More Info] Peter Emschermann, Sr. Director, Global Support and Application Management, SAP hybris | |
| 12:00 pm - 1:30 pm | Sapphire Ballroom | Networking Lunch and Closing Keynote: The Message in the Cloud [More Info] JB Wood, President & CEO, TSIA | |
