october 21 – 23, 2013 | las vegas · october 21 – 23, 2013 | las vegas ... transform and...

O c t O b e r 2 1 – 2 3 , 2 0 1 3 | L a s V e g a s

C O N F E R E N C E P R O G R A M

Technology Services World 2013 Service Transformations | 7

SCHEDULE-AT-A-GLANCE

MONDAY, OCTOBER 21, 2013

Registration and Information 7:00 AM – 6:00 PM Bluethorn Foyer

TechBEST Showcase in the TSW | EXPO 11:45 AM – 12:45 PM | See the showcase of the TechBEST Awards finalists in the Best in Adoption category, hosted by John Ragsdale, VP, Technology and Social Research, TSIA.

EXPO Theater One/Two

SPECIAL INTEREST SESSIONS 12:00 PM – 12:20 PM

Title Speaker Room

All About TSIA Diane Brundage, SVP, Membership Development, TSIA Pinyon 3

Making the Most of Your TSW Conference Experience Diane Brundage, SVP, Membership Development, TSIA Pinyon 3

GENERAL SESSION 1:00 PM – 2:00 PM

Title Speaker Discipline Room

B4B: The Next Generation of Technology-Fueled, Data-Driven Operating Models

J.B. Wood, President and CEO, TSIA P SE F M R Bristlecone

Ballroom



Innovating Technology Services: It's No Longer the Status Quo

Charles Phillips, CEO, Infor Global Solutions P SE F M R Bristlecone

Ballroom

Break 2:45 PM – 3:00 PM Bluethorn Foyer



SAP’s Transformation to Outcome-Based Service Offerings

Anand Eswaran, EVP, SAP Global Services, SAP AG P SE F M R Bristlecone

Ballroom



Navigating B4B Todd Hewlin, Managing Director, TCG Advisors LLC P SE F M R Bristlecone

Ballroom


CONCURRENT BREAKOUT SESSIONS: TSIA POWER HOUR 4:15 PM – 5:15 PM


Benchmarking Your Way to Customer Community Success

John Ragsdale, VP, Technology and Social Research, TSIA P SE F M R Pinyon 3

From “Compulsory Services” to Delivering Real Business Value to Customers: It’s a Journey, So Act Now! Julia Stegman, VP, Research, TSIA R Bristlecone 9

Global Expansion of Field Service and Depot Repair Ravi Naidu, Director, Research, Field Services, TSIA F Bristlecone 7

Identifying High ROI Questions to Be Answered by Consumption Analytics

Jeremy DalleTezze, Director, Data Analytics, TSIA P SE F M R Bluethorn 7

Initial Readout on Preliminary Managed Services Benchmark Data

George Humphrey, Sr. Director Research, TSIA M Pinyon 1

The Convergence of Knowledge: Reinventing the Education Services Organization

Maria Manning-Chapman, Sr. Director, Research Education Services, TSIA E Bluethorn 8

The Emerging Profiles of Technology Professional Services Organizations (and the Services Capabilities You Must Master in Order to Adapt and Transform)

Bo DiMuccio, VP, Research, TSIA P Pinyon 2

Transform and Control the Customer Experience Tom Pridham, SVP & GM, TSIA P SF Bristlecone 8

Transformation of the Global Support Services Organizational Structure

Ken O’Reilly, VP, Research, Support and Field Services, TSIA S Bristlecone 10

Welcome Reception in the TSW | EXPO 5:15 PM – 7:15 PM | Explore the latest products and services offerings all under one roof. Use your Gamecard, vote for the TechBEST Best in Show, and be entered for prize drawings.

Pinyon Ballroom

Welcome offerings all under one roof. Use your Gamecard, vote for the TechB

SC

HE

DU

LE-A

T-A-G

LAN

CE

8 | Technology Services World 2013 Service Transformations

TUESDAY, OCTOBER 22, 2013

Registration and Information 7:30 AM – 6:00 PM Bluethorn

Foyer

Breakfast and TableTopic Sessions in the TSW | EXPO 7:30 AM — 8:30 AM | Attend these facilitated small group sharing sessions on key topics of interest selected by the TSIA Community, such as the impact of cloud computing on service offerings, evolving pricing models, building analytics capability, and redefining the customer experience.

Pinyon Ballroom

GENERAL SESSION 8:30 AM – 9:30 AM


Focusing on Great Service Fuels InnovationGraham Weston, Chairman & Co-founder, Rackspace P SE F M R Bristlecone

Ballroom

Break 9:30 AM – 9:45 AM Bluethorn

Foyer

CONCURRENT BREAKOUT SESSIONS: SERVICE TECHNOLOGY ADVANTAGE CASE STUDY 9:45 AM – 10:45 AM


Building a Customer-Centered Business, from the Support Organization Out

Kristen Gastaldo, Community Manager, BlackbaudScott Hirsch, VP, Product and Content Marketing, Get Satisfaction

P SE F M R Bluethorn 7

Vision for Growth: Transforming a Services Business to Support Record Organizational Growth

Doug Rempfer, SVP, Client Operations, Surgical Information Systems (SIS) Heidi Riffert, Director, Global Marketing, Compuware Changepoint

RP Pinyon 1

Driving Service Delivery Excellence through Voice-of-the-Customer Analytics

Matt Wroblewski, Director, Market Research, VWR InternationalRoger Woolley, VP, Solutions Marketing, Verint Systems

SF M R Bluethorn 8

Emerging Technologies Driving Shifts in Service Organizations: Examples from Software-Defined Networking (SDN)

Alastair Winner, VP, HP Enterprise GroupCasey Kirkpatrick, Principal, Strategy Lead, PwCRonald Otocki, Director, Customer Impact Lead, PwC

P SE F M R Pinyon 2

Enterprise Services Transformation in the Cloud: Achieving Service Organization Breakthroughs at Kronos

Susan Cyr, Sr. Director, Remote Services, KronosLarry Goldberg, VP, Professional Services, NetSuite

RP Bristlecone 7

Service Delivery Excellence: Why the Customer Experience Comes First at Palo Alto Networks

Sunil Wadhwa, Director, Global Customer Support Operations, Palo Alto NetworksChristopher Horning, SVP, Solution Engineering, Support Services, CSS Corp.

SM Pinyon 3

The Flight Plan to Pilot Your Recurring Revenue to New Heights

Michael Hartmann, VP, Worldwide Service Sales, Blue Coat SystemsFrank Lucier, Director, Customer Success, ServiceSource

SF M R Bristlecone 10

Transform Your Global Services Organization with Cloud-based Professional Services Automation

April Padovan, iInspect2 Systems Analyst, Technical Assurance, GL Noble DentonThomas J. Brennan, VP, Marketing, FinancialForce.com

P R Bristlecone 9

Utilizing IoT (Internet of Things) Analytics to Transform Your Services Business

Steve Phillpott, CIO, HGSTRon Bodkin, Founder and CEO, Think Big Analytics

P SE F M R Bristlecone 8

Break 10:45 AM – 11:00 AMBluethorn

Foyer

GENERAL SESSION 11:00 AM – 12:00 PM


The New Data Refineries: Transforming Big Data Into Decisions

Andreas Weigend, PhD, Social Data Lab P SE F M R Bristlecone Ballroom

Lunch and Theater Solution Sessions in the TSW | EXPO 12:00 PM – 2:00 PMPinyon

Ballroom

cloud computing on service offerings, evolving pricing models, building analytics capability, and redefining the small group sharing sessions on key topics of interest selected by the TSIA cloud computing on service offerings, evolving pricing models, building analytics capability, and redefining the

See our website for complete Conference Schedule details: www.technologyservicesworld.com

SC

HE

DU

LE-A

T-A

-GLA

NC

ER

Serv

ice

Reve

nue

Gene

ratio

nF

Fiel

d Se

rvic

esP

Prof

essi

onal

Ser

vice

sM

Man

aged

Ser

vice

sE

Edu

catio

n Se

rvic

esW

orko

ut S

essi

ons

Brea

kout

Ses

sion

sS

Supp

ort S

ervi

ces



TUESDAY, OCTOBER 22, 2013EXPO THEATER SOLUTION SESSIONS 12:00 PM – 2:00 PM

Time Title Speaker Discipline Room

12:20 PM – 1:00 PMEXPO THEATER SOLUTIONS - Analytics for Results: The Real Way from Customer Feedback to Customer Loyalty

Michael Clarkin, VP, Global Marketing and Product Services, Sykes Enterprises

P SF M REXPO

Theater Two

1:10 PM – 1:50 PMEXPO THEATER SOLUTIONS - Digital Adoption: Transforming Your Customer Engagement

Amir Shub, Head of Business Transformation, LivePerson

SMEXPO

Theater One

See program supplement for additional EXPO Theater Solutions Sessions.

CONCURRENT SESSIONS: SERVICES DELIVERY TRANSFORMATION 2:00 PM – 3:00 PM


Allscripts' “Many Minds” Program Wade Yarbrough, VP, Support - HSG, Allscripts Healthcare S Bluethorn 6

Building Clouds Effortlessly Philippe Zenhaeusern, Solution Architect, HPAndrew Cromey, Sr. Director, Member Success, TSIA

P Bristlecone 3

Cloud Services That Scale and Delight Customers Omid Razavi, VP, Services, SuccessFactors SE M R Bristlecone 10

Creating an Agile Delivery Framework for High-Velocity Change Initiatives

Kate Lepore, Consulting Product Director, Pegasystems P

EXPO Theater Two

GE Healthcare’s “Services Re-Imagined” Program Rich Neff, VP, Global Services, GE Healthcare John Elwell, VP, Healthcare and Major Members, TSIA

RF S Bluethorn 7

Increasing Customer Satisfaction and Improving Profitability through Streamlined RMA Processes

Lisa Ludgate, Sr. Director, Global Services Sales Support. Brocade F S Pinyon 2

Innovation in Field Service Delivery Chris Todd, Director, Worldwide MS Service Delivery, HP Printing and Personal Systems F Bristlecone 8

Managed Services: Getting There from Here Charlotte Baker, CEO, Digital Hands George Humphrey, Sr. Director Research, TSIA M R Bristlecone 2

MOOCs - Part I: Spooked by the MOOC? Sustainable Commercial Success with Flexible Learning

Markus Schwarz, SVP, Global Head of SAP Education, SAP AG E Bluethorn 9

Stump the Panel: Empowering Service Organizations to Take Community to the Next Level

MODERATOR: John Ragsdale, VP, Technology and Social Research, TSIAPANEL: Rob Shapiro, Sr. Director, Customer Service Technologies, Oracle CorporationJoseph Cothrel, Chief Community Officer, Lithium TechnologiesScott Hirsch, VP, Product and Content Marketing, Get Satisfaction

P SE F M R Bristlecone 7

Taking a “Clean Sheet” Approach to Drive Transformation in a Global Support Service Organization

Michael Charest, Global Director, Unified Storage Division, EMC CorporationKen O’Reilly, VP, Research, Support and Field Services, TSIA

F S Bristlecone 4

Three Keys for Unlocking Service Excellence in a World of Mobile Workstyles

Dan Lee, Senior Product Line Director, IT Support, Citrix Online S Pinyon 1

Transforming Managed Services Delivery to World Class Glenn Jenkins, Assistant VP, Avaya M Bristlecone 9

Transforming the Role of Technical Support Dan Manack, SVP, Americas Technical Support, McAfee S Pinyon 3

VMware’s Drive for Customer Advocacy: Transforming Technical Account Managers (TAM)

Christopher Nolan, Director, Americas Technical Account Managers, VMware RP

EXPO Theater One

You’re Too Late: Social, Mobile, Video, Cloud, Informal Learning, Interactive Simulations, and Gamification Have Already Taken Over Education Services

Wayne McCulloch, VP, Worldwide Education Services, Genesys Telecommunications Laboratories

E Bluethorn 8

SC

HE

DU

LE-A

T-A-G

LAN

CE


TUESDAY, OCTOBER 22, 2013Break in the TSW | EXPO - Refreshments Served 3:00 PM – 3:30 PM | Meet with products and services partners during this dedicated afternoon TSW | EXPO Break.

Pinyon Ballroom

Service Technology Meet-up 3:00 PM – 3:30 PM | Interactive discussion led by John Ragsdale, VP, Technology and Social Research, TSIA

ISOdx Booth 23/24

CONCURRENT SESSIONS: SERVICES CAPABILITY TRANSFORMATION 3:30 PM – 4:30 PM


Characteristics of Next Generation Project Management Steve Royall, Director, National PMO, Compugen P EXPO Theater

Two

How to Conduct a Services Solution Knowledge Transfer Workshop: From Presales through Sustaining Service

George Letavay, Principal, Managed Services, Virtual Instruments M Bluethorn 9

Introducing the Learning Measurement Maturity Model: A Roadmap to Developing a Business-Focused Measurement Strategy

Quinnie Ng-Quinn, Social Learning Lead, Motorola SolutionsMike Livingston, Director, Learning Operations, Motorola SolutionsMaria Manning-Chapman, Sr. Director, Research Education Services, TSIA

E Bristlecone 2

Managing Global Resources Paul Hofstadler, VP, Worldwide Consulting, Mentor GraphicsTom Rich, SVP, Programs, TSIA

P Bristlecone 3

Modernizing the Resource Management Function Randy Mysliviec, CEO, RTM ConsultingBo DiMuccio, VP, Research, TSIA P EXPO Theater

One

PICA: A Methodology to Analyze and Act on Your BIG Support Data

Rob Baker, Director, Global Product Support, Akamai Technologies S Pinyon 3

Shift to the Left in Field & Support Services: Improving Your Bottom Line and Customer Experience through Effective Remote Service

Bill Steenburgh, Consultant, RTM ConsultingJorge Blanco, Global Director, Service Support, Carestream Health

F Pinyon 2

Social Media: The New Customer Service Channel Carl Knerr, Services Director, AvayaJohn Ragsdale, VP, Technology and Social Research, TSIA

F S Bristlecone 7

The Application of Data and Analytics to Solidify Your Company’s Value Propositions

Tim Kottak, CTO, Global Services, GE HealthcareBret Barczak, Chief Marketing Officer, Global Services, GE HealthcareJohn Elwell, VP, Healthcare and Major Members, TSIA

P SE F M R Bluethorn 7

Transformation in Service Parts Management

Mark Brienzi, Director, Worldwide Operations, Eastman Kodak CompanyJeremy DalleTezze, Director, Data Analytics, TSIA

F Bristlecone 1

Transforming Managed Services Business Operations Phil Swindle, Sr. Director, Managed Services, Avaya M Bluethorn 6

Turbo Charging Your Revenue Engine: Building Service Pricing Capabilities

Randy Wootton, VP, Premier Products, Salesforce.comTimothy Matanovich, President, Value and Pricing Partners

R Bristlecone 10

Using Reputation and Gamification to Transform the Customer Experience

David Kay, Principal, DB Kay & AssociatesPatrick O’Hara, SVP, Support and Services, SageJoanne Weigel, Sr. Director, TSIA

S Bristlecone 4

Wake Up and Keep Your Customers: A Case Study on Successful Service Transformation through Actionable Insight

Dennis Gershowitz, Principal, DG AssociatesMelanie Vogel, Sr. Director, Systems Top Accounts and Automation Support, Oracle Customer Support Services, Oracle Corporation

F S Pinyon 1

Why Big Data Should Be Critical to Your Services Organization

Mike Stringer, Group Director, Citrix Data Science, Citrix SystemsMadhav Chinta, Sr. Manager, Product Development, Citrix Systems

F SM Bristlecone 9



SC

HE

DU

LE-A

T-A

-GLA

NC

ER

Serv

ice

Reve

nue

Gene

ratio

nF

Fiel

d Se

rvic

esP

Prof

essi

onal

Ser

vice

sM

Man

aged

Ser

vice

sE

Edu

catio

n Se

rvic

esW

orko

ut S

essi

ons

Brea

kout

Ses

sion

sS

Supp

ort S

ervi

ces


TUESDAY, OCTOBER 22, 2013CONCURRENT SESSIONS: SERVICES OFFER TRANSFORMATION 4:45 PM – 5:45 PM


8 Tracks, Vinyls, CDs, and MP3s–The Good Stuff Takes Time

Lucy Norris, SVP, Genesys Care, Genesys Telecommunications Laboratories SR Bristlecone 9

Challenges Transforming Your Service Business to the Next Level in an Industrial Equipment and Technology Environment!

Harald Kopp, Director, Industrial Services Research, TSIA P SE F R Bluethorn 9

Changes in PS Offerings and Strategies

Timothy Matanovich, President, Value and Pricing PartnersBen Hinzman, Global Technology Solutions Program Manager, VMwareBo DiMuccio, VP, Research, TSIA

P Bristlecone 3

Channel Enablement 2.0–New Tools and Technology for Today’s Challenging Environment

Scott Steele, Director, WW MS Technology and Tools, HP F M Pinyon 2

Designing Scaled Services To Drive Measurable Business Outcomes

Randy Wootton, VP, Premier Products, Salesforce.com R Bristlecone 10

Gamification: Transforming the Education Services Experience

James Sonderegger, Director, Education Services Americas, Juniper NetworksAndrew Cromey, Sr. Director, Member Success, TSIA

E Bluethorn 7

Innovative Online Support: Harness the Power of Information and Empower Customer Self-Help

Julie Larsen, VP, eServices, EMC Corporation S Pinyon 3

Integrating Consulting Services to Accelerate Services Revenue Growth and Customer Value

Marc Lacroix, Partner, RTM ConsultingShawn Phillips, Managing Partner, NCR Global Consulting, NCR

P EXPO Theater Two

Not Your Grandfather’s Consulting: “Strategy as a Service” Kristen Gregory, Director, Marketing Services, Bronto Software P EXPO Theater

One

Reducing Risk Before You Jump: It Is a Long Way Down!

Robin Gunn, VP, WW Education Services, BMC SoftwareMaria Manning-Chapman, Sr. Director, Research Education Services, TSIA

E Bristlecone 7

Transforming Cloud Service Offerings

Raja Banerjee, Director, Engineering, Cisco SystemsVenkata (Josh) Josyula, Distinguished Services Engineer/Chief Architect, Cisco Systems

SM Pinyon 1

Transforming Managed Services Offerings in a Cloud-based Economy

Anne Vincenti, Director, CEM – Cloud Services, EVault, a Seagate CompanyDiane Brundage, SVP, Membership Development, TSIA

M Bristlecone 2

Transforming Service Offerings Pam Dodrill, Head of Customer Support, ZendeskKen O’Reilly, VP, Research, Support and Field Services, TSIA

S Bristlecone 4

Transforming Your Managed Services Offering Brian Powell, Sr. Product Manager, SymantecGeorge Humphrey, Sr. Director Research, TSIA M Bristlecone 1

Reception and Prize Drawings in the TSW | EXPO 5:45 PM – 7:45 PM | Explore the latest products and services offerings. Use your Gamecard to vote for the TechBEST Best in Show, and be entered for prize drawings.

Pinyon Ballroom

Women in Services Fundraising Networking Event 7:30 PM – 8:15 PM | Join your colleagues at one of TSW’s premier social event. Additional fee applies. Sign-up at Registration and Information.

Bristlecone 7/8


services offerings. Use your Gamecard to vote for the TechB

B4B: The Next Generation of Technology-Fueled, Data-Driven Operating Models keynote is sponsored by

The New Data Refineries: Transforming Big Data Into Decisions keynote is sponsored by

Services Capability Transformation track and Services Technology Meet-up are sponsored by

TSW Gamecard prize drawing is sponsored by

TSIA Champions are sponsored by C O M M U N I T I E S T H A T M E A N B U S I N E S S

SC

HE

DU

LE-A

T-A-G

LAN

CE

Women in Women in Women in TSW’s premier social event. Additional fee applies. Sign-up at Registration and Information.



WEDNESDAY, OCTOBER 23, 2013

Registration and Information 7:30 AM – 2:00 PM Bluethorn Foyer

Breakfast and TableTopic Sessions in the TSW | EXPO 7:30 AM — 8:30 AM | Attend these facilitated small group sharing sessions on key topics of interest selected by the TSIA Community, such as the impact of cloud computing on service offerings, evolving pricing models, building analytics capability, and redefining the customer experience.

Pinyon Ballroom



The Future of Service Sales Nick Earle, SVP, Worldwide Services Field Operations, Cisco Systems P SE F M R Bristlecone

Ballroom



Consequences of B4B Thomas Lah, Executive Director, TSIA P SE F M R Bristlecone Ballroom

Break 10:00 AM – 10:15 AM Bluethorm Foyer

TSW | EXPO Final Opportunity 10:00 AM – 11:30 AM Final opportunity to meet with products and services partners. Pinyon Ballroom

CONCURRENT SESSIONS: PRODUCT DEVELOPMENT AND SALES TRANSFORMATION 10:15 AM – 11:15 AM


Product Development Transformation - Accelerating Profits and Customer Satisfaction: A Service Business Transformation

Pat Brodkey, Services Marketing Director, FEI CompanyCathy Brewer, Services Marketing Manager, FEI Company

F Bluethorn 6

Product Development Transformation - Closing the Consumption Gap

Jennie Leigh, Sr. Director, Service Enablement, Akamai Technologies PM R Bristlecone 8

Product Development Transformation - Creating an Intersection Between Services and Product Management

Daniel Bankert, VP, Server Backup and Archiving Products, EVault, a Seagate CompanyJulia Stegman, VP, Research, TSIA

R Bristlecone 1

Product Development Transformation - Evolving an Organization to Support a Multi-Solution Business

Patrice Boffa, Director, Gobal Service Delivery, Akamai TechnologiesMani Sundaram, Director, Service Delivery, Akamai Technologies

P EXPO Theater Two

Product Development Transformation - Healthcare and Healthcare IT 25 Readout

Thomas Lah, Executive Director, TSIA P SE F M R Bluethorn 8

Product Development Transformation - How Zendesk Uses Data to Make Customers Happier

Sam Boonin, VP, Products, Zendesk SM Pinyon 3

Product Development Transformation - Support and Engineering: Forming New Partnerships to Drive Customer Success

Marylon McGinnis, SVP, Global Support, Infor Global Solutions S Pinyon 2

Product Development Transformation - Ready or Not. A Maturity Model for Support “Readiness”

John Fronius, VP, Knowledge Services, SageAndrew Westlund, Director, Support Readiness, Sage

R

Bristlecone 10

Product Development Transformation - Services and Product Development Collaboration to Create Proactive Services

Mike Massey, World Wide VP & GM, KODAK Services & Support, Eastman Kodak CompanyTom Rich, SVP, Programs, TSIA

F Bristlecone 4

Product Development Transformation - Transforming Customer Experience by Interlocking Support Services and Product Development

Danny Montejano, Sr. Director, Technical Services, Cisco SystemsNirav Sheth, Director, Technical Services, Cisco SystemsKen O’Reilly, VP, Research, Support and Field Services, TSIA

F S Bristlecone 2

Sales Transformation - Customer Success: Lifecycle Account Management

Tony Brucha, Director, Advanced Services, Cisco Systems R Bristlecone 9

Sales Transformation - Partner Delivered Support Ecosystem

Rob Buergisser, Sr. Director, Business Operations, Brocade R S Pinyon 1

cloud computing on service offerings, evolving pricing models, building analytics capability, and redefining the group sharing sessions on key topics of interest selected by the TSIA cloud computing on service offerings, evolving pricing models, building analytics capability, and redefining the

SC

HE

DU

LE-A

T-A

-GLA

NC

ER

Serv

ice

Reve

nue

Gene

ratio

nF

Fiel

d Se

rvic

esP

Prof

essi

onal

Ser

vice

sM

Man

aged

Ser

vice

sE

Edu

catio

n Se

rvic

esW

orko

ut S

essi

ons

Brea

kout

Ses

sion

sS

Supp

ort S

ervi

ces


WEDNESDAY, OCTOBER 23, 2013CONCURRENT SESSIONS: PRODUCT DEVELOPMENT AND SALES TRANSFORMATION 10:15 AM – 11:15 AM


Sales Transformation - MOOCs‘ Part II: The Relevance of Massive Open Online Courses (MOOCs) to Corporate Education

Russ Greene, Sr. Director, Channel Business Development and Productivity, EMC CorporationErnie Kahane, Director, EMC Corporation Maria Manning-Chapman, Sr. Director, Research Education Services, TSIA

E Bluethorn 7

Sales Transformation - Upsell and Cross-Sell: Leveraging Your Consultants to Capture Untapped Revenue Potential

Kyle Andrews, Principal, Pretium PartnersStuart Dodd, VP and General Manager, Professional Services, Corptax

P EXPO Theater One

Sales Transformation - Use Your Customer Time Wisely: Think Forensically Every Day

Peter Armaly, Principal Customer Success Manager, BMC Software F Bristlecone 7

Sales Transformation - What Does a Successful Managed Services Sales Person Look Like?

Bill Hall, Principal, Pretium PartnersGeorge Humphrey, Sr. Director, Research, TSIA

M R Bristlecone 3

Break 11:15 AM – 11:30 AM Bluethorm Foyer

CONCURRENT SESSIONS: SERVICES ORGANIZATIONAL STRUCTURE TRANSFORMATION 11:30 AM – 12:30 PM


Add Value to Your Customer’s Business: How SAP Field Services EMEA Builds Its Competitive Advantage on Skills Transformation

Thomas Struzek, COO Services EMEA and Head of Delivery Services EMEA, SAP AG PF Bristlecone 7

Do as I Say, Not as I Do: Transforming Professional Services Teams to Align with the SaaS Model

Brad May, VP, Professional Services, Blackbaud P EXPO Theater

One

Facing the Challenge of Change Management for Successful Service Systems Deployment on a Global Scale

John Bustard, Director, Service Technology, Eastman Kodak Company S Pinyon 2

Key Considerations in Building a Managed Services Business

Brent Pietrzak, VP, Global Services, Flexera Software M Bristlecone 9

Operational Excellence to Competitive Advantage: Using Best Practices and Customer Feedback to Consolidate Parallel Support Organizations

Rick Gary, Executive Director, Diagnostic Imaging Support, McKesson S Bluethorn 8

Renewal Responsibility for Both On-premise and Cloud Technology Deployments

Mary Trick, SVP, Infor Maintenance Business and License Management, Infor Global SolutionsJulia Stegman, VP, Research, TSIA

R Bristlecone 2

Transforming From Traditional to Next Generation Managed Services

Patrick Crowley, Director, Americas Delivery, EMC M Bristlecone 10

Transforming the Customer Journey: How Educational Services Re-Organized to Drive Positive Customer Experience

Jon Hall, Manager, Product Training, Perceptive Software E Bluethorn 9

Turning Lemons into Lemonade: How to Make the Most of Critical Escalation Management

Mati Pitkanen, Director, Focus Account Management, BMC SoftwarePam Dickerman, Program Executive, BMC Software

S Pinyon 1

Value-Driven Support: Shifting from Output to Outcomes

Jesse Hoobler, Director, Worldwide Software Support, Pitney Bowes SoftwareMichael McLasky, Sr. Developer Support Specialist Manager, Pitney Bowes SoftwareJoanne Weigel, Sr. Director, TSIA

S Bristlecone 3

Was It a Productive Day Today? Positive Utilization: Aligning Teams to Positively Contribute to Your Strategy

Ryan Childers, Business Strategy and Planning Director, Ontario SystemsCharlie Kimbrough, Manager, Service Delivery, Ontario SystemsBo DiMuccio, VP, Research, TSIA

P EXPO Theater Two

Awards Luncheon 12:30 PM - 2:00 PM | Our Awards Lunch is a gala celebration to recognize the many significant achievements of TSIA members and partners.

Bristlecone Ballroom


significant achievements of TSIA members and partners.

SC

HE

DU

LE-A

T-A-G

LAN

CE


SESSION DETAILS

SE

SS

ION

DE

TAIL

S

MONDAY 1:00 PM – 2:00 PM

KEYNOTE | SPONSORED BY

B4B: The Next Generation of Technology-Fueled, Data-Driven Operating Models P SE F M RJ.B. Wood, President and CEO, TSIA

Session Abstract:Industry after industry is becoming technology-driven as software rapidly eats the world. But in tech today, it seems as if there are only two types of companies–no growth with high profits and high growth with no profits. What is wrong?

There are clear signs that the traditional B2B business model– designed to serve the simple needs of early manufacturing compa-nies–is simply overwhelmed by product complexity. Customers can’t take on anymore of it, and suppliers can’t seem to stop pushing it at them. The industry has reached an impasse. Until suppliers figure out how to deliver better results, customers’ only interests will be in paying less. Growth will only be available to suppliers who offer simpler or cheaper.

So what will make profitable growth return? Better customer out-comes. After decades of hesitation, suppliers are about to jump into the ROI game every day, right alongside their customers. For the first time in history, the technology, tools, and digital wiring are there to make that kind of supplier engagement scalable and effective. The new book, B4B, seeks to redefine the commercial relationship between business customers and their suppliers for this new age. It explains with examples the powerful capabilities and models that are enabling a new breed of technology-fueled, data-driven partnerships. B4B promises to deliver unparalleled levels of business value for its leaders–and to disrupt or dislocate the companies who continue to hesitate.

In this keynote, TSIA CEO J.B. Wood will discuss the root causes of the current impasse that often stalls customer spending. He will also unveil a completely new framework that helps companies better align how they operate with how their customers achieve outcomes. The framework can also help to structure and simplify the stressful internal transformation conversations currently taking place inside many tech suppliers. Armed with these insights, attendees will be able to more objectively identify the challenges facing their company and their service organizations. They will get clear answers about what to do next to enable service organizations to transition their value proposition from being product-focused to customer outcome-focused in order to defend, protect, and grow their revenue.

With services as an essential pillar, it’s time for tech suppliers and their customers to rethink their partnerships. The rise of B4B will help reori-ent a maturing tech industry for a new phase of growth. Come and learn what capabilities you will need, and what role you will play in it.Bristlecone Ballroom


KEYNOTE

Innovating Technology Services: It’s No Longer the Status Quo P SE F M R

Charles Phillips, CEO, Infor Global Solutions

Session Abstract:Infor CEO Charles Phillips will share insights and examples of how services are transforming within technology providers, disrupting the status quo. It’s not just about more product features, but a fundamental rethink about proactive service delivery, support, and business insights. New cloud and SaaS delivery models and smarter analytics are yielding tremendous incremental value with services, enabling Total Care in a way more and more customers are coming to expect.Bristlecone Ballroom


KEYNOTE

SAP’s Transformation to Outcome-Based Service OfferingsP SE F M R

Anand Eswaran, EVP, SAP Global Services, SAP AG

Session Abstract:SAP Services offers consulting, education, custom development, and support services to customers worldwide. Anand Eswaran, head of Global Services, is accountable for tactically ensuring the execution of financial commitments while strategically creating the roadmap for a software services business model based on customer outcomes and adoption. Quality, continuously lowering total cost of ownership (TCO), and industrialized IP–while maintaining best-in-class services status–are among the topics in his customer-centric approach. In his keynote presentation, Eswaran will outline the success factors in today’s economy, the impact of evolving Millennials’ buying behavior, and what the emergence of game-changing technologies such as cloud, big data, and mobile mean for SAP’s customers and SAP Services. As part of his keynote, he will explain how SAP Services decided to lead the transformation of the professional services industry by progressing from traditional time and materials to outcome-based offerings, and the critical role co-innovation offerings play to drive solution adoption.Bristlecone Ballroom

RSe

rvic

e Re

venu

e Ge

nera

tion

FFi

eld

Serv

ices

PPr

ofes

sion

al S

ervi

ces

MM

anag

ed S

ervi

ces

E E

duca

tion

Serv

ices

Wor

kout

Ses

sion

sBr

eako

ut S

essi

ons

SSu

ppor

t Ser

vice

s



KEYNOTENavigating B4B P SE F M R

Todd Hewlin, Managing Director, TCG Advisors LLC

Session Abstract:TSIA board member and TCG Advisors managing director Todd Hewlin will lay out a vision for how established companies will navigate from B2B to B4B. He will share the common challenges facing com-panies that must deliver near-term financial results on the back of the traditional CapEx model while also building new assets, capabilities, and market traction around the future consumption-based models.

To get started on the transformation required, Hewlin will lay out the three major pivots most every company needs to execute and some lessons learned from those that are attempting them now. You will walk away with one of two thoughts: “We are behind here, and we need to reset our priorities to catch up,” or “I sure hope that I can retire before these challenges really hit home.”Bristlecone Ballroom


CONCURRENT SESSIONS: TSIA POWER HOUR

Benchmarking Your Way to Customer Community Success P SE F M R

John Ragsdale, VP, Technology and Social Research, TSIA

Session Abstract:Over 80 percent of TSIA members offer an online support community for customers. What started in 2004 as a fad has turned into a critical customer channel, capable of handling thousands of customer questions each month with little or no effort from your support staff. As support communities shift from a “nice to have” to a “strategic advantage,” TSIA members are pushing for more information on how to implement, staff, and manage robust customer communities–and how to gauge success. In this session, find out details about TSIA’s newest benchmarking effort: customer communities. Discover what questions are in the survey, get a peek at the early results, and find out how you can participate in the program. Open to all support services members, the community benchmark will identify where you are ahead of the curve, as well as areas needing attention compared to your peers. Created using input from TSIA members and partners, the benchmark survey includes questions on community size, growth, issue resolution, cost, technology, satisfaction, and other key metrics. Pinyon 3

From “Compulsory Services” to Delivering Real Business Value to Customers: It’s a Journey, So Act Now! RJulia Stegman, VP, Research, TSIA

Session Abstract:Rome wasn’t built overnight, and neither is real business value–so it’s imperative to begin building the new service capabilities your organiza-tion needs in order to deliver real business value for customers. What are the new capabilities that are needed for success in the future?

• Understanding customers’ business priorities with respect to growing their revenue, optimizing their cost structures, and com plying with their industry’s regulatory requirements. • Identifyingwhichservicesyoucanbringtobearinorderto

help customers accelerate on their business priorities. • Pricingthesenewservicestoreflecttheadditionalbusiness

value you will deliver to customers. • Makingthetraininginvestmentsinyourproductsalesreps,

service sales specialists, and renewal teams to effectively position and sell these new services. • Measuringthesuccessofyourcustomersandyourcompany

as you bring these new capabilities to market.

TSIA will communicate a new framework for navigating the develop-ment of these new service capabilities. And we’ll share case studies of technology companies that have made progress on the journey.Bristlecone 9

Global Expansion of Field Service and Depot Repair F Ravi Naidu, Director, Research, Field Services, TSIA

Session Abstract:Emerging markets have been a hot topic of discussion, analysis, and commentary for several years. Although some argue that outsourcing is as old as business itself, many of us really felt a major business shift when call center outsourcing became a huge trend. Fast-forward to today, and we see so much production and manufacturing being out-sourced to these countries that service executives are faced with very dynamic growth opportunities. There are several factors coming to-gether that cause us to look at the emerging markets and the impacts on field service and depot repair operations. First, the recent global re-cession dramatically slowed growth in the major developed economies (such as the U.S. and Western Europe), and recovery is happening at a very slow pace. Next, in countries such as Brazil, India, and China, middle-class economies are rapidly growing due to the sharp increase in jobs and, in some cases, wages. So their consumers are growing wealthier, which is increasing the global market demands for prod-ucts and services that were once only sold in major markets. Finally, services executives are being asked to build out or optimize service businesses that are as profitable as possible. All of this simply means that the savvy executive can no longer view emerging markets through the single lens of cost reduction. Instead, these developing economies must be viewed as a platform for strategic, long-term revenue growth. And this has big implications for field service organizations.Bristlecone 7

Identifying High ROI Questions to Be Answered by Consumption Analytics P SE F M RJeremy DalleTezze, Director, Data Analytics, TSIA

Session Abstract:Consumption analytics identifies tactics and offerings that boost the value of your services to the end customer by answering the what, when, and why questions regarding the customer experience. But which questions will uncover the highest ROI for your services organization? Join us for a Power Hour session that introduces TSIA’s framework for building a service analytics capability. We will address the overall framework and the research agenda. Afterward, with a small panel of members and partners, we will discuss how service organizations can build a high-priority question inventory to lay the foundation for their own consumption analytics capability.Bluethorn 7

SE

SS

ION

DE

TAILS


SESSION DETAILS

Initial Readout on Preliminary Managed Services Benchmark Data M

George Humphrey, Sr. Director Research, TSIA

Session Abstract:Are you curious about how technology services companies are performing in managed services? Would you like to understand average gross margins and operating income percentages of the MSPs we measure? How about early indicators of how managed services organizations are structured or about key practices and com-pensation models for managed services sales? Would you like to know if managed service providers are gravitating towards ITIL alignment for their delivery organizations or what types of offers they’re bringing to market? How are all of these affecting key success indicators such as revenue growth, client satisfaction, and profitability? In this session, we’ll uncover the answers to these questions and more as we reveal the results of one of the industry’s first fact-based benchmark results of key metrics and practices of today’s managed services providers.Pinyon 1

The Convergence of Knowledge: Reinventing the Education Services Organization EMaria Manning-Chapman, Sr. Director, Research Education Services, TSIA

Session Abstract:What is something we all have, yet at the same time is something we all want? Knowledge. For your company, knowledge about your product(s) is seen as the key to accelerating its adoption, usage, and time to value. The challenge is that the disseminators of knowledge are everywhere. Within your company it can be education services, support services and professional services. Outside of your company, it’s Google, YouTube, MOOCs, social platforms, the neighbor, and the list goes on. Convergence of the content from these disparate sources is essential to translating seemingly random sound bites into cohesive and useful knowledge. Education Services is in the perfect position to be the “converger” of this content, but to do so means positioning itself as much more than a training organization. It means taking on the role of knowledge curator and establishing education services as the knowledge hub. This session will explore education services’ relation-ship with internal and external providers of knowledge, additional skill sets required to curate knowledge, and business model adaptations that are essential to successfully expand the role of education services from training provider to knowledge clearinghouse–for the company, and its customers.Bluethorn 8

The Emerging Profiles of Technology Professional Services Organizations (and the Services Capabilities You Must Master in Order to Adapt and Transform) P

Bo DiMuccio, VP, Research, TSIA

Session Abstract:Professional services (PS) businesses are rapidly adapting to the new tech economy realities, defending and protecting even as they are transforming. We are witnessing two worlds of tech economics as they coexist, often within the same companies, and definitely within the same technology sectors. The upshot is that PS businesses are being forced to improve at everything they’ve always done, even as they are learning entirely new disciplines with radically new business models. And this restlessly adaptive behavior we’re seeing on the part of PS businesses means that new PS profiles are emerging, new capabilities are arising, and new pressures are being exerted on well-known capabilities. Against this backdrop, this session will answer these questions: What are these emerging models? What services capabilities will be required for success?Pinyon 2

Transform and Control the Customer Experience P SFTom Pridham, SVP & GM, TSIA

Session Abstract:Service leaders know the value of the “wow” factor in customer experience. But how do you consistently deliver excellence with every customer interaction across your organization? Transformed organiza-tions create customer-focused strategies, thorough in the process design, and hold all service employees accountable for their role in delivering excellence in each customer interaction. This session will focus on the importance of transforming and taking control of the customer experience. How? By designing, executing, monitoring, measuring, and continuously improving how customers are handled across the services organization. You will learn tactics and strategies for taking control of the customer experience: Designing best-practice processes. Building standards and transforming adherence within the organization. Identifying clear accountabilities for all departments. Developing detailed processes, narratives, and end results for all support channels.Bristlecone 8

Transformation of the Global Support Services Organizational Structure SKen O’Reilly, VP, Research, Support and Field Services, TSIA

Session Abstract:The impact of the global economy, consumption economics, new service offerings, and cloud services has had a major impact on how service organizations are structured. This session will take a look at how these factors are transforming our support services organizations to meet the demands of the customer, the challenges this is creat-ing for our member companies, how the organizations are structured around the globe, and what new roles our organization is taking on.Bristlecone 10

SE

SS

ION

DE

TAIL

SR

Serv

ice

Reve

nue

Gene

ratio

nF

Fiel

d Se

rvic

esP

Prof

essi

onal

Ser

vice

sM

Man

aged

Ser

vice

sE

Edu

catio

n Se

rvic

esW

orko

ut S

essi

ons

Brea

kout

Ses

sion

sS

Supp

ort S

ervi

ces


TUESDAY 8:30 AM – 9:30 AM

KEYNOTE

Focusing on Great Service Fuels InnovationP SE F M R

Graham Weston, Chairman & Co-founder, Rackspace

Session Abstract:Graham Weston, Chairman & Co-founder of Rackspace, will talk about the Rackspace mission of delivering Fanatical Service outcomes for their customers and how that focus turned them into the world’s leading hosting company. Focusing on customer service outcomes also fueled innovations at Rackspace, leading them to be pioneering founders of OpenStack and the world’s leader in Hybrid cloud deployments.Bristlecone Ballroom

TUESDAY 9:45 AM – 10:45 AM

CONCURRENT SESSIONS: SERVICE TECHNOLOGY ADVANTAGE CASE STUDY

Building a Customer-Centered Business, from the Support Organization Out P SE F M RKristen Gastaldo, Community Manager, BlackbaudScott Hirsch, VP, Product and Content Marketing, Get Satisfaction

Session Abstract:As a SaaS pioneer in non-profit financial management, Blackbaud differentiates by creating a customer-centered culture. Their service organization leads the charge in this effort by creating and nurturing a base of enthusiastic and supportive customers. Find out how these efforts by the support organization are transforming their business and the results they’re seeing.Bluethorn 7

Vision for Growth: Transforming a Services Business to Support Record Organizational Growth P R

Doug Rempfer, SVP, Client Operations, Surgical Information Systems (SIS)Heidi Riffert, Director, Global Marketing, Compuware Changepoint

Session Abstract: Services Transformation is not just within the Technology sector – the healthcare IT industry is also experiencing a significant services trans-formation of its own. Join Doug Rempfer, Senior Vice President of Cli-ent Operations at Surgical Information Systems (SIS) as he outlines his vision for transforming SIS’s services organization to support corporate strategy. Faced with greater than 50% growth at an organizational level, Doug understands how critical it is to transform his services organization to support continued high growth, leveraging technology such as professional services automation (PSA), project and portfolio management (PPM) and powerful business analytics, while maintain-ing a sharp focus on key metrics like margin and revenue. Join Doug as he discusses SIS’s roadmap to service transformation, and shares insights from the journey: • Resourcemanagementmaturation • Drivingbehaviorchangewithinservicestosupportthevision • TheroletechnologyplaysindrivingchangePinyon 1

Driving Service Delivery Excellence through Voice-of-the-Customer Analytics SF M RMatt Wroblewski, Director, Market Research, VWR InternationalRoger Woolley, VP, Solutions Marketing, Verint Systems

Session Abstract:Many organizations are implementing voice-of-the-customer (VOC) programs to capture and assess customer comments and sentiments across multiple communications channels–but, it’s a complex job. So how do you get started? Verint Systems and VWR International will share how VWR implemented a VOC program to help deliver superior service and improve productivity for its customers and suppliers. In this session, you’ll find out how VWR International: Built a best-practices model for managing quarterly customer relationship and Net Promoter Score surveys. Leveraged feedback from customer service, technical support, and web touchpoints. Created a VOC relationship view to dis-play the customer’s perception of the company across primary experi-ence areas. We’ll also share how Verint helps organizations manage the customer experience, measure performance, and make improvements.Bluethorn 8

Emerging Technologies Driving Shifts in Service Organizations: Examples from Software-Defined Networking (SDN) P SE F M RAlastair Winner, VP, HP Enterprise GroupCasey Kirkpatrick, Principal, Strategy Lead, PwCRonald Otocki, Director, Customer Impact Lead, PwC

Session Abstract:The traditional model of product and service offerings has always been a two-step process: build the product first, and then build the services to support that product. However, emerging technologies are driving the need for a deeper level of integration between product and service. Service organizations have an opportunity to take a lead role in ensuring the value proposition promised by these technologies is realized by the customer. This presentation will explore the changes in the Service oper-ating model driven by one of the emerging technologies in IT, Software-Defined Networking (SDN). Participants will gain a better understanding of the new roles and responsibilities needed to deliver true “solutions” to the customer.Pinyon 2

Enterprise Services Transformation in the Cloud: Achieving Service Organization Breakthroughs at Kronos P RSusan Cyr, Sr. Director, Remote Services, KronosLarry Goldberg, VP, Professional Services, NetSuite

Session Abstract:Hear how Kronos, the leader in workforce management solutions delivered via the cloud, achieved transformation in their global services business by turning to an integrated cloud solution for resource management, project management, service delivery, billing and revenue management. Services is the backbone of Kronos’ ability to delight their customers, and gaining visibility into all areas of service delivery has been crucial to their continued success in the market.In this session you will learn how NetSuite OpenAir professional services automation (PSA) helped Kronos: • Improveon-timeprojectdeliveryanddriveprojectsuccessrates. • Increaseresourceutilizationthroughadvancedresource

management capabilities.• Achievereal-timevisibilityintotheservice’sorganization

performance and profitability. • Avoidhardwaremaintenancecostsandupgradehassleswitha

cloud-based PSA solution.Join us for this professional services transformation deep dive and learn how Kronos, as well as over 1,500 other services organizations, run their business better with NetSuite OpenAir.Bristlecone 7

SE

SS

ION

DE

TAILS


SESSION DETAILS

Service Delivery Excellence: Why the Customer Experience Comes First at Palo Alto Networks SMSunil Wadhwa, Director, Global Customer Support Operations, Palo Alto NetworksChristopher Horning, SVP, Solution Engineering, Support Services, CSS Corp.

Session Abstract:In this session, we will cover in great detail Palo Alto Networks’ outsourcing solution design approach and how they created a scalable, global solution that solves the following issues: Geographic redundancy. Enhancing recruiting capabilities (Difficult and expensive skill sets. Enhancing recruiting beyond the Bay Area and Dallas.) Handling ramping and scaling. (Metrics were being impacted. Not able to keep up with demand without partnering.) Ensuring high CSAT. (Aim for a “9 out of 10” customer experience.)Pinyon 3

The Flight Plan to Pilot Your Recurring Revenue to New Heights SF M RMichael Hartmann, VP, Worldwide Service Sales, Blue Coat SystemsFrank Lucier, Director, Customer Success, ServiceSource

Session Abstract:Just as a pilot uses precision, discipline, and science to take off, fly, and land a plane, the best performing businesses understand how to apply the science of recurring revenue to pilot their businesses to all new heights.

During this session, we’ll share the five secrets to a successful services business and how to leverage SaaS technology to grow recurring revenue and pilot your business to all new heights: • Buildyourrecurringrevenueflightplan. • Fuelupwithopportunity-readydata. • Acceleratewithanalyticsthatdriveresults. • Gainaltitudewithhigh-performingsalesteams. • Flyrightinstormyweatherwitharenewalsculture.ServiceSource and a recurring revenue partner will be sharing benchmarking data by industry on the critical metrics that drive higher service revenue and take a look at which key performance indicators should be tracked to impact service success. Join us to learn how to utilize these five secrets and SaaS technology to drive your recurring revenue to all new heights.Bristlecone 10

Transform Your Global Services Organization with Cloud-based Professional Services Automation P RApril Padovan, iInspect2 Systems Analyst, Technical Assurance, GL Noble DentonThomas J. Brennan, VP, Marketing, FinancialForce.com

Session Abstract:Discover how growing energy company GL Noble Denton has transformed its services business by turning to a cloud-based solution to help manage its services projects and standardize its processes across its many global teams. Understanding the availability of local resources for its many multinational projects was paramount for the profitability of their services business. In this session, you will learn how GL Noble Denton was able to streamline its services business and:

• Greatlyimproveitsabilitytomanageitsglobalresources.• Moreeasilymanagetimeandexpensetrackingforits

consulting and engineering teams.• Standardizetheprocessesforitsservicesteamsacrossthe

globe. • Improvecommunication/collaborationacrossservicesproject

teams.Bristlecone 9

Utilizing IoT (Internet of Things) Analytics to Transform Your Services Business P SE F M R

Steve Phillpott, Chief Information Officer, HGSTRon Bodkin, Founder and CEO, Think Big Analytics

Session Abstract:HGST (formerly Hitachi Global Storage Technologies), a wholly-owned subsidiary of Western Digital, sells hard-drives, solid-state drives, and external storage products and services. This discussion presents how the company and Think Big Analytics planned and implemented HGST’s Big Data journey in order to improve customer experiences. It will cover how the project used a Big Data architecture and data analytics to: • Analyzeandpreventproductandcomponentfailures;improve

product yields. • Providebetterdataaccessforengineers. • Enablebetterserviceofdevicesfromlivefielddata.Bristlecone 8

TUESDAY 11:00 AM – 12:00 PM

KEYNOTE | SPONSORED BY

The New Data Refineries: Transforming Big Data Into Decisions P SE F M RAndreas Weigend, PhD, Social Data Lab

Session Abstract:While mining vast amounts of usage data may be a relatively new capability for most B2B companies, it is a common practice in B2C. Leading social and eCommerce companies have learned that it is not about having the most features, it is about having the most used fea-tures. Andreas Weigend, former Chief Scientist at Amazon.com and current director of the Social Data Lab has seen many B2C companies evolve their thinking and their effectiveness at translating big data into actionable insights. In his keynote, Dr. Weigend will share his views on what objectives companies should have when it comes to big usage and user data mining. He will talk about how to approach data mining practically, why both suppliers and customers must learn that they will need to ‘give to get’ and why it is so important to guide your search by asking the right questions. As technology consumption and outcomes become critical new KPIs for leading B2B suppliers, service organiza-tions must become experts in mining and refining big data. These new capabilities will not only improve current customer success rates, they will also lead you to improve your company’s products and services. Bristlecone Ballroom

SE

SS

ION

DE

TAIL

SR

Serv

ice

Reve

nue

Gene

ratio

nF

Fiel

d Se

rvic

esP

Prof

essi

onal

Ser

vice

sM

Man

aged

Ser

vice

sE

Edu

catio

n Se

rvic

esW

orko

ut S

essi

ons

Brea

kout

Ses

sion

sS

Supp

ort S

ervi

ces


TUESDAY 12:20 PM – 1:00 PM

EXPO THEATER SOLUTIONS

Analytics for Results: The Real Way from Customer Feedback to Customer Loyalty P SF M RMichael Clarkin, VP, Global Marketing and Product Services, Sykes Enterprises

Session Abstract:With all the current hype around analytics, now is the time to reflect on what you understand analytics to be and what your business really needs to achieve from analytics. Planned and executed correctly, analytics uncovers the secrets of turning customer feedback into customer loyalty, and gives insights into which decisions have worked best and which are hindering progress.

Creating the right environment for analytics to flourish and contribute to the organization’s goals requires thoughtful design and intelligent data interpretation, built upon good science. Whether you want to identify what triggers customers to buy more or defect to your competition, or you need to understand why a product or service is failing to achieve expected results, analytics should always lead to the end result of actionable knowledge.

This session, built upon years of analysis and studies across many sectors, will look at what Analytics really is, and why the investment is a strategic imperative.

Your speaker, Mike Clarkin, will: • Describehowtouncoverinsightsaboutyourcustomer

service experiences, and how to act on those to achieve real improvements in loyalty.

• Howto designservicesolutionswithanalyticsinmind,ensuringyou have access to the data you need so you can focus your

time on interpreting information, not collecting it. • Describehowanalyticscanoptimizesalesrevenuewithout

damaging the customer relationship. Join this session for an insightful and refreshing guide to assist Analytics decision-making and achieve breakthroughs in your services business.EXPO Theater Two

See program supplement for additional EXPO Theater Solution sessions.


EXPO THEATER SOLUTIONS

Digital Adoption: Transforming Your Customer Engagement SM

Amir Shub, Head of Business Transformation, LivePerson

Session Abstract:Digital adoption is accelerating and businesses are rapidly transformed by consumers who are connecting to the Internet in unprecedented numbers globally. Highly mobile, these consumers can and must be reached in new ways. By breaking the data silos between phone and

digital experiences, LivePerson is able to quantify and recommend improvements that help engage customers when stakes are high. By identifying the root cause for customer breakpoints, and identify-ing “moments of truth” to deliver value, the business can improve customer journeys to increase customer satisfaction at scale with lower costs.EXPO Theater One

See program supplement for additional EXPO Theater Solution sessions.


CONCURRENT SESSIONS: SERVICES DELIVERY TRANSFORMATION

Allscripts’ “Many Minds” Program S

Wade Yarbrough, VP, Support - HSG, Allscripts Healthcare

Session Abstract:Client Support’s Many Minds Program is rooted in the idea that “together, ALL of us know more than any ONE of us.” The program instructs and promotes collaborative problem solving and knowledge creation with a goal towards improving response and resolution time. Content generated within the Many Minds Program workflow is providing shareable knowledge with clients, enabling them to resolve their own issues and moving Support from a high-cost, limited knowledge-sharing path to a lowest cost, knowledge-centered support resolution option; the foundation of our Shift-Left Strategy.Bluethorn 6

Building Clouds Effortlessly P

Philippe Zenhaeusern, Solution Architect, HPAndrew Cromey, Sr. Director, Member Success, TSIA

Session Abstract:Tired of slow and error-prone service delivery models? Through effective requirements gathering, structured workshops and detailed analysis techniques, this presentation aims to accelerate the way your organization makes use of cloud computing. Utilizing these skills highlighted within the presentation, transform an ineffective environ-ment into an efficient cloud design with a thorough implementa-tion plan. The key touch points within the presentation will address common bid failures, from transforming manual processes into highly automated cloud delivery models. Furthermore, it will introduce strategies to help realize common challenges experienced daily. With over 15 years of datacenter automation and cloud computing experience, this presentation intends to provide the fundamentals, combined with everyday examples, to a highly automated cloud environment.Bristlecone 3

SE

SS

ION

DE

TAILS


SESSION DETAILS

Cloud Services That Scale and Delight Customers E SM R

Omid Razavi, VP, Services, SuccessFactors

Session Abstract:SAP Cloud, with 30 million total subscribers and growing at the rate of over one million subscribers monthly, is developing the cloud infrastructure and services that transcend the traditional education, support, professional, and managed services boundaries. Leveraging communities, knowledge management, and predictive analytics, we aim to provide holistic customer experiences throughout the cus-tomer journey, which both delight customers and serve as the growth engine for the most diverse cloud assets across HCM, CRM, FIN, and B2B commerce. In this presentation, Dr. Omid Razavi will present a framework for scalable services that provide both high-touch and automated proactive/predictive guidance to customers along every stage of their journey.Bristlecone 10

Creating an Agile Delivery Framework for High-Velocity Change Initiatives P Kate Lepore, Consulting Product Director, Pegasystems

Session Abstract:This Breakout session will present a customer case study, highlighting how Pega Consulting developed a business transformation engine to move from a traditional project delivery model to a scalable, agile framework. The transformation moved the delivery from a complex job-shop approach to a production-line model by employing special-ized functions doing repeatable tasks. This model achieved significant ROI for the customer by shortening the typical development cycle, enabling concurrent, parallel work streams while optimizing Pega’s resource management and utilization.EXPO Theater Two

GE Healthcare’s “Services Re-Imagined” Program RF S

Rich Neff, VP, Global Services, GE HealthcareJohn Elwell, VP, Healthcare and Major Members, TSIA

Session Abstract:Richard Neff, vice president and general manager of GE Health-care U.S./Canada Service, will provide insight into how their team is transforming service delivery to better meet customer and market demands. The “Service Re-Imagined” program has been a strate-gic effort by GE Healthcare to reengineer its core business model to increase customer touch time, enhance efficiency, and build modular service delivery capability for healthcare networks seeking system-wide flexibility. Rich will speak about changes to deployment, dispatching, and training. In addition, he will share how GE Health-care’s differentiated services approach and adjusted deal models are responding to changing customer needs and risk profiles in an effort to unlock growth opportunities for the U.S./Canada Service business.Bluethorn 7

Increasing Customer Satisfaction and Improving Profitability through Streamlined RMA Processes F S

Lisa Ludgate, Sr. Director, Global Services Sales Support, Brocade

Session Abstract:Can streamlining your RMA process improve customer satisfac-tion while simultaneously improving profitability for your company? Discover how Brocade met that challenge through the simplification of our online request process, improved integration with our CRM system and streamlined internal procedures. Learn how these efforts, combined with the engagement of a third party logistics provider, have dramatically reduced our outstanding replacement hardware levels and increased our customer’s satisfaction with Brocade’s RMA process.Pinyon 2

Innovation in Field Service Delivery F

Chris Todd, Director, Worldwide MS Service Delivery, HP Printing and Personal Systems

Session Abstract:In the late 2000’s, HP commissioned a team to evaluate the MPS business to better understand how to grow MPS business, drive business efficiencies while significantly improving customer loyalty. There were significant challenges revealing: 1) current business wasn’t structured to scale, 2) customer satisfacation was lower than expecta-tions and, 3) business was not meeting profitability targets. Some forseen challenges that needed to be dealt with right away were: 1) align sales and delivery were in different businesses and not clearly focused on MPS, 2) field services organization was under utilized and lacked account focus roles, 3) account management resources lacked “trusted advisor” skills and, 4) service organization lacked key func-tions needed to drive higher value to the customer. HP MPS leader-ship felt to improve opportunity win percentages at the required margin levels a significant change in the current business model and delivery functions were needed. The presentation will address the findings but will spend most of the time on what was implemented and the outcomes driven through the change in how services were delivered. Bristlecone 8

Managed Services: Getting There from Here RM

Charlotte Baker, CEO, Digital HandsGeorge Humphrey, Sr. Director Research, TSIA

Session Abstract:Numbers don’t lie. According to most industry experts, as well as our own TSIA Managed Services and SRG members, managed services are the fastest growing segment of the tech industry. Whether you are hesitantly entering this market due to customer demand and competi-tive pressures or you are aggressively embracing this trend, a collaborative session about the journey to success in managed services can provide valuable insight and resources. Engaging in managed services can present unprecedented challenges on a variety of fronts including new delivery tools and processes, radically different sales skills, threats to a successful channel sales model, modified go-to-market strategies, and major offer re-engineering. If you find yourself in this position, then this session represents a great oppor-

SE

SS

ION

DE

TAIL

SR

Serv

ice

Reve

nue

Gene

ratio

nF

Fiel

d Se

rvic

esP

Prof

essi

onal

Ser

vice

sM

Man

aged

Ser

vice

sE

Edu

catio

n Se

rvic

esW

orko

ut S

essi

ons

Brea

kout

Ses

sion

sS

Supp

ort S

ervi

ces


tunity to engage in a highly interactive conversation with your peers and some of the managed services member experts from the TSIA MS discipline. We’ll be focusing on five key topic areas that are often under-appreciated when a company decides to enter the managed services sector. This session will be presented as a “workout” session - light on the slides, heavy on interactive conversation. The five key topics covered will be Sales Transformation, Channel Distribution Fallout, Delivery Organization Evolution, Offer Development Modifica-tion, and Contractual Risk Acceptance.Bristlecone 2

MOOCs - Part I: Spooked by the MOOC? Sustainable Commercial Success with Flexible Learning E

Markus Schwarz, SVP, Global Head of SAP Education, SAP AG

Session Abstract:Flexible, online learning is nothing new in the industry. With the emerging MOOCS, the question arises as to whether this is a threat or an opportunity for education providers, and how this can become a commercial success. The presentation will show what the strategy elements are that need to align (from content production, to product design, all the way to GTM) in order to make flexible learning a sustainable business model. Based on an experience report of a three-year transformation journey at SAP.Bluethorn 9

Stump the Panel: Empowering Service Organizations to Take Community to the Next Level P SE F M RMODERATOR: John Ragsdale, VP, Technology and Social Research, TSIAPANEL: Rob Shapiro, Sr. Director, Customer Service Technologies, Oracle CorporationJoseph Cothrel, Chief Community Officer, Lithium TechnologiesScott Hirsch, VP, Product and Content Marketing, Get Satisfaction

Session Abstract:Online communities are transforming the way companies interact with customers, with members reporting as much as 30% of total service interactions are now taking place in the community. Though at first communities were seen as a way of lowering support costs, today the emphasis moves beyond deflection to identifying how communities can empower their social-savvy customers through collaboration, with direct ties to product direction, customer satisfaction, loyalty and repurchase. For this session, TSIA has invited three recognized industry experts on customer communities to share their views on the current and future role of communities within technology firms, and to answer your questions, both tactical and strategic, on building, launching and driving adoption for customer communities. Prizes will be awarded to the audience members with the most challenging and thought provoking questions, so this is a great opportunity to bring your biggest community-related challenge and leave the session with a plan of action you can immediately implement.Bristlecone 7

Taking a “Clean Sheet” Approach to Drive Transformation in a Global Support Service Organization F S

Michael Charest, Global Director, Unified Storage Division, EMC Corporation Ken O’Reilly, VP, Research, Support and Field Services, TSIA

Session Abstract:As IT consumption models continue to evolve, it is important for companies to continue to transform and help their customers maximize the value of their investments. This session will showcase how EMC’s Unified platforms Customer Service team is constantly working to help customers and partners maximize the value of their EMC infrastructure and solutions. Over the past 18 months, EMC’s Unified product families converged and experienced significant growth, providing incremental challenges for the Customer Service team. This convergence, along with a leadership change, a fresh set of eyes, and a collective desire to maximize the customer experience–led to a “clean sheet” approach to transform the Customer Service experience. This session will highlight EMC’s holistic approach to reinvigorate the team, drive improvements in critical key performance indicators (KPIs), and establish a flexible model to address future technologies and rapidly growing market segments.Bristlecone 4

Three Keys for Unlocking Service Excellence in a World of Mobile Workstyles S

Dan Lee, Senior Product Line Director, IT Support, Citrix Online

Session Abstract:Mobile workstyles have changed everything. People are working when and where they want on any device that they choose. Creativity skyrockets, but without strategic support, productivity can plummet. Delivering cost-effective technical support to today’s mobile and distributed workforce has become a business imperative. New support needs have emerged with higher service expectations, presenting a new set of challenges for busy, strapped IT departments. Businesses must keep pace and provide new options for engagement to hold that competitive edge. Now more than ever, multi-channel support – chat, social and mobile – is a necessity. Transforming service delivery for 2.0 success should incorporate three key strategies: accommodation of multiple channels; creation of efficiencies through new and existing technology integration; and delivering services on-demand in the cloud. Join Dan Lee as he addresses these tough support challenges and shares insights from organizations putting progressive 2.0 strategies in place today.Pinyon 1

Transforming Managed Services Delivery to World Class M

Glenn Jenkins, Assistant VP, Avaya

Session Abstract:See program supplement for session detailsBristlecone 9

SE

SS

ION

DE

TAILS


SESSION DETAILS

Transforming the Role of Technical Support S

Dan Manack, SVP, Americas Technical Support, McAfee

Session Abstract:Solving complex problems quickly in technical support will remain an imperative. However, the standard for excellence is evolving toward an expectation that technical support organizations deliver much more than problem resolution. Support is increasingly being held account-able for customer business outcomes. The transformation required to meet this is significant and includes people, technology, and process. Most importantly, it requires companies to capture the voice of the customer to validate progress toward this new paradigm. Dan Manack, senior vice president of McAfee Americas Support, will discuss how McAfee Support is making this transformation by embracing the responsibility for keeping customers safe from security threats and assisting them in recognizing the expected return on the investment made for McAfee’s technology. This example of customer outcome focus is a practical illustration of Services 2.0 and provides lessons learned that are broadly applicable to other organizations.Pinyon 3

VMware’s Drive for Customer Advocacy: Transforming Technical Account Managers (TAM) RP

Christopher Nolan, Director, Americas Technical Account Managers, VMware

Session Abstract:Established in 2004, the TAM service at VMware was designed to provide customers insider access to “all things VMware” and insight into groundbreaking virtualization technologies. As virtualization technologies have become foundational to enterprise IT infrastructures and customers are moving toward increasingly complex, software-based IT infrastructure, the VMware TAM service needed to evolve to address a more complex set of customer needs. This presentation will focus on how VMware has transformed the TAM service over the past two years. From the offerings, the deliverables, team skill sets, organizational structures, sales approach, delivery model, and customer value proposition–everything was reevaluated and updated to stay relevant for VMware customers. This presentation will highlight the customer feedback process, key findings, and results, and how VMware has transformed its TAM organization to a team focused 100 percent on helping its customers to realize the maximum value on their IT as a Service software and VMware investments.EXPO Theater One

You’re Too Late: Social, Mobile, Video, Cloud, Informal Learning, Interactive Simulations, and Gamification Have Already Taken Over Education Services E

Wayne McCulloch, VP, Worldwide Education Services, Genesys Telecommunications Laboratories

Session Abstract:Technology is transforming education services in so many ways, and at the same time, people are realizing that informal learning, sharing knowledge, and crowdsourcing solutions are far more efficient and ultimately more valuable than “traditional” learning strategies. In this session, Wayne McCulloch, vice president of Genesys Education Services, will provide you a roadmap and examples of how to apply the latest trends, innovations, and technologies to transform your education services team into a strategic, competitive, differentiated (and profitable) powerhouse. While this presentation is slanted towards a revenue generating education services business, the principles behind each area can be applied equally to internal Learning and Development programs that want to elevate themselves to relevant (and cool) departments.Bluethorn 8


CONCURRENT SESSIONS: SERVICES CAPABILITY TRANSFORMATION

Characteristics of Next Generation Project Management PSteve Royall, Director, National PMO, Compugen

Session Abstract:See program supplement for session details.EXPO Theater Two

How to Conduct a Services Solution Knowledge Transfer Workshop: From Presales through Sustaining Service M

George Letavay, Principal, Managed Services, Virtual Instruments Session Abstract:The ability to deliver a services-based solution for customers in today’s complex and rapidly changing environment is often a considerable challenge. The challenges have varying degrees of commonality across the entire family of service offerings, as well as unique considerations within individual service disciplines. It is imperative to understand the customer’s technical, business, and cultural environ-ment to better integrate your service solution into their operating environment. We will explore leveraging knowledge transfer workshops throughout the service solution life cycle to discover, define, develop, execute, and support the service solution. This session will discuss: • Defining:Thesolutionsdiscoveryconcept. • Discussing:Theservicessolutionlifecycle. • Conducting:Theknowledgediscoveryandtransferprocess. • Building:Thesolutionoffering. • Executing:Theservicesolution.Bluethorn 9

SE

SS

ION

DE

TAIL

SS

ES

SIO

N D

ETA

ILS

RSe

rvic

e Re

venu

e Ge

nera

tion

FFi

eld

Serv

ices

PPr

ofes

sion

al S

ervi

ces

MM

anag

ed S

ervi

ces

E E

duca

tion

Serv

ices

Wor

kout

Ses

sion

sBr

eako

ut S

essi

ons

SSu

ppor

t Ser

vice

s


Introducing the Learning Measurement Maturity Model: A Roadmap to Developing a Business-Focused Measurement Strategy EQuinnie Ng-Quinn, Social Learning Lead, Motorola SolutionsMike Livingston, Director, Learning Operations, Motorola SolutionsMaria Manning-Chapman, Sr. Director, Research Education Services, TSIA

Session Abstract:In today’s highly competitive and data-driven business environment, business leaders want to see how learning is driving the organization toward specific business goals. Learning teams must therefore: • Definelearningimpactsbytheorganization’sbusinessmetrics. • Trackresultsbytheagreedbusinessmetrics,automatereports,

provide predictive measures that point to business opportunities and flag risks.

• Automatetheprocess:Standardize,document,monitor,andoptimize the process through automation.

The goal of the Learning Measurement Maturity Model is to provide a precise methodology to plan, assess, and deploy a measurement strategy that guides learning professionals to arrive at this ideal state of measurement: Initial, Repeatable, Defined, Managed, and Optimized. Following this methodology, the organization can assess its current measurement capability while setting goals to move through the stages of maturity and establishing the appropriate roadmap to get to each level. Bristlecone 2

Managing Global Resources PPaul Hofstadler, VP, Worldwide Consulting, Mentor GraphicsTom Rich, SVP, Programs, TSIA

Session Abstract:Resource management is a key core competency of any Professional Services organization. Getting the right people with the right skills to the right engagement yields customer satisfaction and repeat orders. Managing resources to minimize idle time and unbillable travel leads to lower costs and higher profitability. Well cultivated resources are engaged, learning, growing, creative, motivated, and highly valuable employees. Everyone in PS gets that. But what are we actually doing about it? What is working well today? In this market? What changes are you making now to manage resources better? In this interactive workout session, we will share our recent experiences with each other about everything from onboarding techniques, to on-shore/off-shore strategies, to the merits of a formalized Resource Management Office, to Centers of Excellence, to outsourcing strategies. We plan to discuss what is new in the areas of resource mix management and how Managing Global Resources is changing. This session is not about theoretical models for how things should work, rather it is a session where you can share and learn what is actually working (and not working) in the broader industry today.Bristlecone 3

Modernizing the Resource Management Function PRandy Mysliviec, CEO, RTM ConsultingBo DiMuccio, VP, Research, TSIA

Session Abstract:In this presentation, you will learn how companies can significantly enhance their professional services results by effectively improving the resource management of professional services personnel. To make this session actionable and useful, we will present: • Areviewofresourcemanagementandtheimplicationsfor professional services organizations. •Thevariousdriversofresourcemanagementperformance and the implications for change. •Provenapproachesfortransformingresourcemanagement, supported by case studies and a small panel of companies involved in transforming their own resource management capabilities. • Benefitsofinvestinginresourcemanagement.

Consulting and professional services is all about people–ideally, people in the right place with the right skills at the right time. When effective resource management does not occur, the implications are many: higher costs, lower margins, projects running late and over budget, quality issues, customer satisfaction impacts, and more. This presentation will address how to effectively transform your resource management operations.EXPO Theater One

PICA: A Methodology to Analyze and Act on Your BIG Support Data S

Rob Baker, Director, Global Product Support, Akamai Technologies

Session Abstract:Problem isolation and corrective action (PICA) is quite simple at its core–applying an algorithm-based approach to decomposing big case data in order to bubble up problems caused by recurring root causes. Always sounds easy in theory, right? But in reality, PICA helps SMEs to hone in on the case analysis that will move the needle, rather than just looking at macro root cause trends across the entire data set. The targeted outcomes look like: • Top-linecasevolumereductionineachproductline. • Anincrementalsteptowardsupportprofitabilitybyreducing headcount costs and improving self-serviceability. • ProblemsdistilledoutofPICAbecomethebasisforaproblem management program. How PICA came to be from the kick-off e-mail blast.... Why a Balanced Approach Now. Initially CCare Product Line Leads have focused almost entirely on new product introduction in order to drive better supportability, stability, simplicity, and ease of use, with the expectation that reduced LoE and case volume for the newer and more matured products would eventually be the tail that wags the dog. There are several factors that worked counter to these assumptions: • NosustainingprocessbuiltintoPACE(productdevelopment life cycle). • Nodirectivefordeprecationofolderproducts/servicesasnew ones are introduced. • Backporting/cross-sellingmodulestolegacyproducts. • Slowincrementalattachratefornewproducts.

The result has been an increase in legacy product case volume that is being solely addressed through the addition of technical support headcount and misleading metrics that show high customer satisfaction because known issues are solved quickly and accurately.Pinyon 3

SE

SS

ION

DE

TAILS


SESSION DETAILS

Shift to the Left in Field & Support Services: Improving Your Bottom Line and Customer Experience through Effective Remote Service FBill Steenburgh, Consultant, RTM ConsultingJorge Blanco, Global Director, Service Support, Carestream Health

Session Abstract:In this presentation you will learn how companies can significantly improve their field and support services results by effectively implementing remote services. To make this session actionable and useful we will present: • Adeep-diveintohowCarestreamis usingremoteservicesas

one of the building blocks of a comprehensive services transformation initiative for their company.

• Areviewofaprovenremoteservicesstrategy.• Howtoeffectivelyuseaserviceframeworktointegrate

technology, people, and process in a manner that accelerates your remote solution rates. • Theimportanceofeffectivelyutilizingcross-functional

processes to gather support and alignment. • AneffectiveCycleofInnovationprocess.Leading services organizations know that customers are always looking for more out of your service organization–better response times, improved uptime, better costs, a more personalized experience, and the ability to take full advantage of all that your solutions provides them in running their own business more successfully. Your company’s leadership and shareholders are always looking for better financial results, lower costs, greater revenue, increased productivity, and ulti-mately a better return on their invested capital. This presentation will teach you all of the above.Pinyon 2

Social Media: The New Customer Service Channel F SCarl Knerr, Services Director, AvayaJohn Ragsdale, VP, Technology and Social Research, TSIA

Session Abstract:There is encouraging news that companies see the need to move into social media as a customer support channel. In fact, 80 percent of companies were planning on utilizing social media as part of their customer service strategy by the end of 2012; something they know is important, as 62 percent of their customers are already there. While companies are moving to this space, that does not mean they know how to approach the problem. I’ll cover my ten recommendations on how to proceed.Bristlecone 7

The Application of Data and Analytics to Solidify Your Company’s Value Propositions P SE F M RTim Kottak, CTO, Global Services, GE HealthcareBret Barczak, Chief Marketing Officer, Global Services, GE HealthcareJohn Elwell, VP, Healthcare and Major Members, TSIA

Session Abstract:Bret Barczak, chief marketing officer of GE Healthcare Global Services, and Tim Kottak, chief technology officer of GE Healthcare Global Services, will present the GE Industrial Internet strategy and the application of data and analytics to solidify the GE Healthcare Services value proposition with new capabilities. There is great momentum on big data analytics and information flow in services to meet increasing

customer demands for data-centric solutions. These next generation services optimize the return on customer assets and overall workflow. Additionally this Workout session will look for attendees’ thoughts on:

• Applyingdataandanalyticstosolvecustomerchallenges • Technologyconcerns/challenges/approaches • Commercializationconcerns/challenges/approaches • UtilizationofProfessionalServicestoaugmentthedata/

analytics approach.Bluethorn 7

Transformation in Service Parts Management FMark Brienzi, Director, Worldwide Operations, Eastman Kodak CompanyJeremy DalleTezze, Director, Data Analytics, TSIA

Session Abstract:The digital imaging business is more demanding than ever before, requiring lower inventories to minimize obsolescence while meeting the increasing demands of equipment uptime. The balance between these critical expectations causes trade-offs and constant changes in one’s service parts supply chain. Kodak continues to evolve in this area by focusing on the velocity, value and visibility of their service parts. This workout session will describe Kodak’s transformation in this area and invite discussion on the challenges and successes of transformation. Bristlecone 1

Transforming Managed Services Business M

Phil Swindle, Sr. Director, Managed Services, Avaya

Session Abstract:It’s a common, yet daunting, challenge: businesses seek to sweat aging, multi-vendor, Voice and Contact Center infrastructure to manage cost, whilst also adopting new technologies. Avaya Opera-tions Services help customers reduce cost by leveraging our global economies of scale; as well as migrate to the latest Avaya Collabora-tion technology; including Private Cloud OPEX solutions. This session will focus on our business operations. We’ll look at how our business’ value proposition has changed over the past several years and how our operations has fundamentally transformed to deliver it. We’ll show how we run our business, how we manage revenue, cost and cash, both at a business and client level; as well as how we leverage our vendor relationships to extend our service and reduce our costs. We’ll deep dive into some more complex client examples, where our business operations is at the forefront of our offer and ensures that our value prop keeps evolving.Bluethorn 6

Turbo Charging Your Revenue Engine: Building Service Pricing Capabilities R

Randy Wootton, VP, Premier Products, Salesforce.comTimothy Matanovich, President, Value and Pricing Partners

Session Abstract:As the role of services grows within tech companies, as products themselves are sold as services, pricing capabilities shift from “nice to have” to vital. So how do you develop those organizational capabili-ties? What capabilities should you develop first? Where should those capabilities reside? How do you know it is time for your organization to change? What kinds of pricing problems should you tackle first? In this discussion we will introduce participants to our Pricing Maturity

SE

SS

ION

DE

TAIL

SR

Serv

ice

Reve

nue

Gene

ratio

nF

Fiel

d Se

rvic

esP

Prof

essi

onal

Ser

vice

sM

Man

aged

Ser

vice

sE

Edu

catio

n Se

rvic

esW

orko

ut S

essi

ons

Brea

kout

Ses

sion

sS

Supp

ort S

ervi

ces


Model as a framework for evaluating your current pricing practices and envisioning next steps in growth. Participants will learn: • The5stagesofpricingevolution. • The3pricingbeliefsystems-advantages&disadvantages. • Indicatorsforwhenitistimetogrow. • Costlypitfallstoavoid. • Howtolistentowhatsalesissaying.Bristlecone 10

Using Reputation and Gamification to Transform the Customer Experience SDavid Kay, Principal, DB Kay & AssociatesPatrick O’Hara, SVP, Support and Services, SageJoanne Weigel, Sr. Director, TSIA

Session Abstract:Sage supports customers with high satisfaction and efficiency. But to deliver its brand promise of being the most valuable supporter of small and medium-sized companies, they need to do more than fix problems and explain features–they need to become business advisors. And they need to combine multiple distributed teams into a unified force providing delightful customer experiences. This transformation is too big, and too important, for traditional “carrots and sticks” leadership. So Sage is aligning each employee to the new mission with a reputation model that recognizes doing the right things: delivering value to customers and coworkers. Using gamification, Sage provides constant feedback to encourage employees to learn new skills, share their knowledge, and make their customers successful. Badges, karma, quests, and leveling up are all fun. But what makes the Sage model truly satisfying is helping customers meet their business objectives–and developing expertise along the way.Bristlecone 4

Wake Up and Keep Your Customers: A Case Study on Successful Service Transformation through Actionable Insight F SDennis Gershowitz, Principal, DG AssociatesMelanie Vogel, Sr. Director, Systems Top Accounts and Automation Support, Oracle Customer Support Services, Oracle Corporation

Session Abstract:How many times have you heard, “What can we do to transform our culture or to engage and retain our customers?” This is evident in too many companies. Learn how to transform your servicing organization with best practices of a successful CX cycle. See how companies build a solid platform to gain customer attention, alignment, and loyalty... by making their surveys capture key customer intelligence data that will significantly contribute to a successful voice-of-the- customer program. Further, listening to customers that have been segmented by account (e.g., Tier I/Tier II) and by participant type (Decision Maker – Recommender – Influencer) can help you gather actionable insights and achieve alignment with the customer’s strat-egy. Discover which best practices lead to the right insights to reduce churn and to gain alignment. We will start by showing how a company challenged what they knew today and transformed their culture and practices to a winning strategy.Pinyon 1

Why Big Data Should Be Critical to Your Services Organization SF MMike Stringer, Group Director, Citrix Data Science, Citrix SystemsMadhav Chinta, Sr. Manager, Product Development, Citrix Systems

Session Abstract:Big data and data science have become the new black in recent years, and the use cases for business-to-consumer companies, marketing teams, and sales teams are growing exponentially. But what about support innovations with big data? At Citrix, we have been investing in big data technologies and data science methodologies with a business-to-business focus. How can we drive better customer experiences while also improving operational efficiencies? In this session, we’ll discuss a number of models we have built, including the backstory and the details into how we approached and built each model. Models covered are a critical support case predictor and criti-cal account predictor, a help-group e-mail text analysis, and support case keyword analysis focused on product quality improvements.Bristlecone 9


CONCURRENT SESSIONS: SERVICES OFFER TRANSFORMATION

8 Tracks, Vinyls, CDs, and MP3s–The Good Stuff Takes Time SR

Lucy Norris, SVP, Genesys Care, Genesys Telecommunications Laboratories

Session Abstract:Join Lucy Norris, senior vice president of Genesys support and main-tenance, as she shares in the musical journey of taking Genesys sup-port from standard break-fix into a leading-edge proactive support and advisement organization. Lucy will cover requirements of the offering, hurdles that were resistance to change, and developments in building 2.0. She also will share the “how” and the “why” of the journey, as well as open the floor to some hard questions for additional insight. Gene-sys is one year into this journey, and it is clear that support is a critical capability required for driving product adoption and customer success.Bristlecone 9

Challenges Transforming Your Service Business to the Next Level in an Industrial Equipment and Technology Environment! P SE F R Harald Kopp, Director, Industrial Services Research, TSIA

Session Abstract:Margins and business models in product companies in the industrial equipment business have been under pressure for years now. Global competition among technology product and equipment manufactur-ers will only become more intense. Industrial equipment & technology (IE&T) companies, in general, are product centric. This is the reason why they have not yet monetized services as aggressively as other industries. A lot of IE&T companies are on the way transforming their service business to higher levels. This session will give you insights:

• Thelatesttrendsinservices.Yougetthe resultofTSIA’sIE&T30-Index.

• Howtodefinetherightlevelofservices? • Whichcapabilitiesareneededtotransformyourservice

business? • Challengesintoaligningtheservicestrategytotheoverall

company’s strategy.Bluethorn 9

SE

SS

ION

DE

TAILS


SESSION DETAILS

Changes in PS Offerings and Strategies P

Timothy Matanovich, President, Value and Pricing PartnersBen Hinzman, Global Technology Solutions Program Manager, VMwareBo DiMuccio, VP, Research, TSIA

Session Abstract:In the changing tech climate, perhaps no area of service has seen more change than professional services. In 2007, 70% of service pric-ing was T&M based. Today 2/3 is fixed fee. Historically professional services for implementation and integration could be a multiple of the price of the software itself. Today it may be a fraction. Essential PS, a revenue generation staple of many firms is giving way to value added PS. This session will consider how technology professional service offerings have changed and the implications for pricing strategies.Bristlecone 3

Channel Enablement 2.0–New Tools and Technology for Today’s Challenging Environment F M

Scott Steele, Director, WW MS Technology and Tools, HP

Session Abstract:In June of this year, HP announced their channel enablement strategy for HP’s managed services (MS) worldwide business. Scott will discuss MS channel models, and how these models support operational efficiency and improved quality for the end consumer. The discussion also will include channel enabling technologies, how the channel uses these technologies, and where these technologies are going. Today, OEM and managed services wholesalers are bring-ing additional capabilities to the channel. How these capabilities are integrated by the channel, and the effect that these capabilities have on the changing model for the channel, are to be determined. The channel itself is continuing to go through their management of change, similar to what the customer experiences when they undergo a managed services engagement.Pinyon 2

Designing Scaled Services To Drive Measurable Business Outcomes R

Randy Wootton, VP, Premier Products, Salesforce.com

Session Abstract:Analysts have been predicting it. Customers are starting to demand it. And now Technology providers need to deliver it–Value-Added Services that deliver real business results. Learn how Salesforce is redefining the way it defines, designs, develops and delivers scalable services to impact defined business outcomes for our customers. From the drawing board to a package services offering, learn step-by-step how Salesforce is designing a “chatter success” packaged services that will help thousands of customers execute their own social transformation. Bristlecone 10

Gamification: Transforming the Education Services Experience E

James Sonderegger, Director, Education Services Americas, Juniper NetworksAndrew Cromey, Sr. Director, Member Success, TSIA

Session Abstract:

The presenter will use a detailed case study to explain effective gamifi-

cation of an education services offering. The case study will show how

simulated competitions, vendor product visualization, and social media

tools drive voluntary repetitive end-user exposure to complex technical

concepts. This exposure drives key education services objectives,

including technical certification success, technical skills development,

and brand awareness while making the experience genuinely fun for

the end user.

Bluethorn 7

Innovative Online Support: Harness the Power of Information and Empower Customer Self-Help S

Julie Larsen, VP, eServices, EMC Corporation

Session Abstract:

Your customers want immediate answers to their service and

support questions. They want you to meet them where they live,

in real time, quickly provide the technical expertise they seek, and

engage with them in their local language. Investing in innovative pro-

cesses and tools to improve and expedite the customer service experi-

ence is imperative for world-class service organizations. From meeting

multiple sources of demand to addressing diverse service channel and

language requirements, successful service organizations understand

that they must innovate to meet customers’ new and expanding busi-

ness needs. The demands on your customers’ time are high–they can’t

waste precious minutes on hold or waiting for a call back. This is why

live chat has become the preferred support channel to initiate service

requests and quickly find answers to support questions. Fast, clear,

descriptive communication expedites issue resolution, for both

technical and non-technical situations. Your customers are constantly

SE

SS

ION

DE

TAIL

SR

Serv

ice

Reve

nue

Gene

ratio

nF

Fiel

d Se

rvic

esP

Prof

essi

onal

Ser

vice

sM

Man

aged

Ser

vice

sE

Edu

catio

n Se

rvic

esW

orko

ut S

essi

ons

Brea

kout

Ses

sion

sS

Supp

ort S

ervi

ces


on the move and want access to service request updates 24x7. Providing a support mobile app enables your customers to stay informed and view and track their service requests anytime, anywhere. Secure mobile access to service requests empowers customers with real-time information.

Today’s IT users want to engage in self-service activities and proac-tively manage the health of their environment. Your customers’ online service experience should be uniquely tailored to meet their needs: their preferred channels, their environment, their history. A highly customizable experience–founded on best-in-class technology and design–is the future of online service. Create a personalized, proactive, and information-rich service experience so you and your customers can harness the power of vast amounts of information.

In this session, learn about the importance of investing in innovative capabilities to meet multiple sources of demand and address diverse service channels. We’ll discuss four key components of creating an innovative, proactive, and personalized online support strategy to evolve and transform your support organization.The audience will: • Gaininsightintochatbestpractices,lessonslearned,andhow

to integrate chat with your mainstream business strategy. • Understandkeyelementsofcreatingapersonalized,proactive,

and information-rich service experience so you and your customers can harness the power of information.

• Understandkeyconsiderationsindevelopingasupportmobileapp to provide access to service request status via mobile devices.

• Hearabouthowtoeffectivelydesignaplantoresolvecustomerissues faster and more effectively and evolve and enhance your

customers’ support experience, all while matching support costs to case complexity and maintaining high level of customer

satisfaction.Pinyon 3

Integrating Consulting Services to Accelerate Services Revenue Growth and Customer Value PMarc Lacroix, Partner, RTM ConsultingShawn Phillips, Managing Partner, NCR Global Consulting, NCR

Session Abstract:Professional services leaders within technology companies who are looking to move from “service extenders” to “solution providers” understand that being services-led can drive larger revenue opportuni-ties and create higher-value, long-term customer relationships. It is, however, a significant challenge to drive this change in a product-driven company. Join us for a discussion on how NCR’s professional services organization worked with one TSIA partner to establish a global consulting services practice and successfully integrate its services with the business units to drive solution growth. Learn how NCR is transforming its services portfolio to include consulting services and become the “tip of the spear” of its go-to-market strategy. Presenters will discuss both the background of how the new con-sulting practice was formed–and how it has grown over the past three-plus years. The discussion will focus on the lessons learned and challenges involved in making this transition–providing attendees with valuable insights that they can take back to their organization. Specific success stories will be shared to enrich the conversation.EXPO Theater Two

Not Your Grandfather’s Consulting: “Strategy as a Service” P

Kristen Gregory, Director, Marketing Services, Bronto Software

Session Abstract:Strategy-as-a-Service began as a free perk for larger clients and evolved to the #1-selling service and major market differentiator for Bronto Software - a SaaS marketing platform. Clients who take advantage of Strategy-as-a-Service utilize more advanced features of the Bronto platform and are more engaged and likely to renew with Bronto. Most importantly, they are driving more revenue and seeing more success through this ongoing partnership. Find out more about the transformation of Strategy-as-a-Service’s pricing strategy, details on the offering methodology and service delivery, financial perfor-mance and renewal rate trends, current service sales and operations as well as our organizational model and incentive compensation. We’ll share the challenges faced and lessons learned along the way. EXPO Theater One

Reducing Risk Before You Jump: It Is a Long Way Down! E

Robin Gunn, VP, WW Education Services, BMC SoftwareMaria Manning-Chapman, Sr. Director, Research Education Services, TSIA

Session Abstract:BMC Education Services established the Solution Adoption Framework for Education (SAFE) to elevate the importance of adoption in our customer’s risk / reward model. SAFE, our adoption methodology, provides a full lifecycle approach to adoption from the “pre-sales” skills assessment stage through to “post-go-live.” Using our prescriptive approach, IT teams increase productivity, increase ROI, decrease support calls, and reduce risk. Learning modalities are rapidly “flipping” from instructor lead to content lead with instructor support. Training technology resources alone to adopt an enterprise solution is only a piece of the puzzle. All stakeholders from the executive suite, to the BYOD end-user, need to be included in the adoption framework and they need training delivered where, when and how they want to derive maximum value from the product solution.Bristlecone 7

Transforming Cloud Service Offerings SMRaja Banerjee, Director, Engineering, Cisco SystemsVenkata (Josh) Josyula, Distinguished Services Engineer/Chief Architect, Cisco Systems

Session Abstract:Cloud computing offers amazing flexibility, as we can specify the exact amount of computing power, data, and applications we require. It is cost-effective, as we don’t need to invest our own capital. In the years to come, our vision is to see cloud become the fourth utility (next to water, power, and telephone). In its simplest form, cloud is defined as the IT resources delivered as a service over a network. Going a level deeper, cloud is a model in which IT resources are abstracted from the underlying infrastructure and provided as a service on demand and at scale in a multi-tenant environment. So, how do you abstract resources from the underlying infrastructure and provide them on de-mand to a user “at scale”in a multi-tenant environment? This requires good cloud management architecture and operations methodologies. In order to see a cloud become the fourth utility–and allow consumers to enjoy the cloud anytime, anywhere, on any device–good operation practices are required.

SE

SS

ION

DE

TAILS


The operations function takes care of setting up the cloud instance for a user automatically and on demand–and tearing the cloud instance automatically after the use is over. The cloud instance should be similar to a POTS (plain old telephone service) service, whereby a circuit is set up for the period required and removed after the need is over. Is there a provider who can do this today? The short answer is no. So what does it take to set up (provision) a cloud and tear (de-provision) a cloud? What does it take to monitor the cloud for the duration of cloud instance and bill for the services? It requires good management architecture and IT operations. Yet these operations are not one-size-fits-all, depending on many factors such as size, services, and cost. In this session, we will describe how to establish opera-tions using ITIL 2011 phases. ITIL alone does not provide the activities required for cloud management. Cisco has adopted the ITIL life cycle and has defined cloud services that are required in each phase of the ITIL life cycle. We will discuss cloud services in each phase. Pinyon 1

Transforming Managed Services Offerings in a Cloud-based Economy MAnne Vincenti, Director, CEM – Cloud Services, EVault, a Seagate CompanyDiane Brundage, SVP, Membership Development, TSIA

Session Abstract:Cloud-based solutions and services open the opportunity to extend the value a client perceives by tapping into readily apparent insights in a cloud implementation. Collective Intelligence, predictive analytics and recommendations based on the behavior and performance of a solu-tion in the cloud are all logical extensions of existing Managed Service offerings. Insights derived from analytical methods aid not only the client in planning and implementation, but also consultants and value-add partners. Discover how adding analytics to Managed Services cloud offerings drives enhanced personalization and operational efficiency.Bristlecone 2

Transforming Service Offerings S Pam Dodrill, Head of Customer Support, ZendeskKen O’Reilly, VP, Research, Support and Field Services, TSIA

Session Abstract:Zendesk recently redefined the organization’s service offerings. We’ll share with you how we partnered with finance, marketing, and sales to make decisions that were good both for our customers and the business. Learn how we recognize revenue, prioritize customers for reactive support requests, and proactively reach out to our customers during their life cycle. Zendesk has created a passionate customer base with an excellent Net Promoter Score that has given the com-pany a 95 percent satisfaction rating, driving a great deal of referral business.Bristlecone 4

Transforming Your Managed Services Offering MBrian Powell, Sr. Product Manager, SymantecGeorge Humphrey, Sr. Director Research, TSIA

Session Abstract:Brian Powell, senior product manager for managed services at Symantec, will facilitate this workout session framed around the evolution of one of Symantec’s managed services from a software vendor perspective. This collaborative session will look for attendees’ thoughts on (1) in-source vs. outsource, (2) direct sale vs. channel enablement, (3) pricing methodologies, and (4) scalability of delivery.Bristlecone 1

WEDNESDAY 8:30 AM – 9:15 AM

KEYNOTE

The Future of Service Sales P SE F M RNick Earle, SVP, Worldwide Services Field Operations, Cisco Systems

Session Abstract:The IT world is moving from hardware centricity to a world of software, services, data and analytics. In addition, there is an even bigger change as the business model moves from transaction to consump-tion based annuities. In his 45 minute presentation, Nick Earle, as SVP for Cisco’s $11bn + Worldwide Services Field Operations organ-isation, will outline the changes he believes this will drive for the role of technology industry Services salesforces. These changes include extreme automation of maintenance attach and renew, a shift from PDI selling to business outcome selling, and the necessity for CxO level selling skills. Services sales will need to transition from the traditional role of following the product sales rep to leading the sale. In the future, Services will own the number and the overall customer P&L. This represents both an opportunity and a challenge for all Services sales leaders and IT vendor management, and the change management process will be critical for future success.Bristlecone Ballroom


KEYNOTE

Consequences of B4B P SE F M RThomas Lah, Executive Director, TSIA

Session Abstract:TSIA executive director Thomas Lah will cover key consequences that the “B4B” will have on technology service organizations.

Specifically, he will discuss: • The Outcome-Based Services Portfolio: How will service

offerings change as they move from being “asset focused” to “outcome focused?” What new categories of services will be

developed? How will current service offerings need to change? • The Outcome-Based Organizational Structure: What will

be the key parameters as technology companies reshape their service organizations to support a new, outcome-based

services portfolio? Will current service lines remain intact? What new organizational capabilities will be required?

• Outcome-Based Financial Models: How will the economic engines of technology companies need to shift? What will the new “service strategy profiles” look like? Thomas will present example economic engines that are already emerging in the marketplace.

Bristlecone Ballroom

SESSION DETAILS

SE

SS

ION

DE

TAIL

SS

ES

SIO

N D

ETA

ILS

RSe

rvic

e Re

venu

e Ge

nera

tion

FFi

eld

Serv

ices

PPr

ofes

sion

al S

ervi

ces

MM

anag

ed S

ervi

ces

E E

duca

tion

Serv

ices

Wor

kout

Ses

sion

sBr

eako

ut S

essi

ons

SSu

ppor

t Ser

vice

s



CONCURRENT SESSIONS: PRODUCT DEVELOPMENT AND SALES TRANSFORMATION

Product Development Transformation - Accelerating Profits and Customer Satisfaction: A Service Business Transformation FPat Brodkey, Services Marketing Director, FEI CompanyCathy Brewer, Services Marketing Manager, FEI Company

Session Abstract:Where to start when change is needed on many fronts? The present-ers will describe how they assessed performance to define actionable, prioritized tactics. Their toolkit includes the regional measurement of market share and gross profit per system, as well as key operating metrics to drive quality improvements. They leveraged their opportunity analysis to secure resources and to motivate change. The team that led double-digit growth in service revenue, margin and Net Promoter Score will describe how they researched a global market and mapped the strategic path to growth, increased profitability and happier customers. Bluethorn 6

Product Development Transformation - Closing the Consumption Gap M P RJennie Leigh, Sr. Director, Service Enablement, Akamai Technologies

Session Abstract:The “Consumption Gap” is a true threat to every technology business. Hardware, software, even cloud-based businesses are not immune. Using J.B. Wood’s (TSIA president and CEO) guidelines, Akamai has built a two-pronged approach to addressing the Consumption Gap in our enterprise customer base. We’ll share how: We’ve built a number of adoption- and outcome-based services to help customers extract value throughout their life cycle. We’ve created a model for the services team to work closely with the product team in order to ensure technology products are built to be more serviceable, more support-able, and with greater simplicity.Bristlecone 8

Product Development Transformation - Creating an Intersection Between Services and Product Management

RDaniel Bankert, VP, Server Backup and Archiving Products, EVault, a Seagate CompanyJulia Stegman, VP, Research, TSIA

Session Abstract:Join this session on innovative methods to ensure Services impacts product planning. EVault will facilitate a discussion by sharing their initial transformation using a combination of interactive tools and Agile processes. Dialog will expand to explore next steps in an on-going effort to strengthen the role of Services in product roadmap definition and execution.Bristlecone 1

Product Development Transformation - Evolving an Organization to Support a Multi-Solution Business P

Patrice Boffa, Director, Gobal Service Delivery, Akamai TechnologiesMani Sundaram, Director, Service Delivery, Akamai Technologies

Session Abstract:Throughout the last few years, Akamai Technologies has significantly increased its pace of product innovation. This initiative has resulted in more aggressive product timelines and the need for the service delivery organization to support those new products. The goal of this presentation is the cover the methodology and results from Akamai Service Delivery transformation. You will learn: How to plan a trans-formation from a “generalist” professional services organization into a “solutions aligned” organization adding new skills to support multi-solutions portfolio. How to execute such a transformation and increase your capabilities at the capacity to support the overall company growth. What the benefits are of having a “solutions aligned” service delivery organization.EXPO Theater Two

Product Development Transformation - Healthcare and Healthcare IT 25 Readout P SE F M RThomas Lah, Executive Director, TSIA

Session Abstract:Are companies that provide technology solutions to the health care industry different than companies that provide enterprise IT solutions? TSIA has been aggressively exploring this question over the past two years. In this session, TSIA will analyze the performance of 25 publicly traded companies that provide technology solutions to the health care industry. Analysis will include revenue, profit, and margin trends. TSIA will then compare and contrast the economic engines of these com-panies to the economic engines of enterprise IT companies. Where are the differences? Why do they occur? Finally, TSIA will apply the concepts of the new book B4B to HHIT companies. If you are provid-ing technology solutions to the health care industry, this session will provide both data driven insights and introduce provocative questions regarding the future of HHIT providers. Bluethorn 8

Product Development Transformation - How Zendesk Uses Data to Make Customers Happier SM

Sam Boonin, VP, Products, Zendesk

Session Abstract:Each month, Zendesk processes more than 20 million support tickets and serves more than 50 million pageviews on behalf of its 30,000 cus-tomers. Hidden in this data are the keys to successful customer service: consumer behavior, agent performance, support operations, and more. This “shared data asset” helps Zendesk and its customers improve sup-port processes and drive business outcomes. Data helps Zendesk: • Providebettersupportbyunderstandingthefullcontextof customer issues, and proactively addressing customer concerns before issues arise. • Buildbetterproductsandensuretheyremaineasytouse. Educate customers on how to provide world-class support through the Zendesk Benchmark, which lets companies compare key performance indicators with their industry peers. • Ourultimategoalistoshowtheactualcorrelationbetween great customer service and better business outcomes (higher customer lifetime value, reduced churn, happier customers).Learn about Zendesk’s data journey and see how you can apply it in your business.Pinyon 3

SE

SS

ION

DE

TAILS


Product Development Transformation - Support and Engineering: Forming New Partnerships to Drive Customer Success S

Marylon McGinnis, SVP, Global Support, Infor Global Solutions

Session Abstract:Hear how Infor Xtreme Support and Engineering are joining forces to change the way support is provided in the industry today. Infor is deliv-ering innovation in its products to ensure its customers are successful in running their businesses. Working with Infor Development, Infor Support is delivering innovation in its support toolset to help resolve customer issues faster, provide more proactive support, and facilitate stronger collaboration between customers and our support analysts. Come learn about the Infor Support Assistant and how it helps Xtreme Support drive customer success. Pinyon 2

Product Development Transformation - Ready or Not. A Maturity Model for Support “Readiness” R

John Fronius, VP, Knowledge Services, SageAndrew Westlund, Director, Support Readiness, Sage

Session Abstract:“Ready or not, here it comes.” Has your support team ever felt this way about a new release of one of your company’s products? Readiness, in the context of support, comprises two dimensions: pre-release preparation and post-release analysis and feedback. Attaining higher levels of process maturity in both dimensions is essential to improving the customer experience and building long-term customer loyalty. In this presentation you will learn about Sage’s framework for measuring and improving support readiness. From release planning and support training to contact driver analysis and voice-of-the-customer feedback, see how Sage is assessing process maturity and striving to increase the supportability of both current and future product releases. Furthermore, see how the support readiness framework is transforming the way support works with product development to release better products.Bristlecone 10

Product Development Transformation - Services and Product Development Collaboration to Create Proactive Services FMike Massey, World Wide VP & GM, KODAK Services & Support, Eastman Kodak Tom Rich, SVP, Programs, TSIA

Session Abstract:All service organizations have event driven interactions with customers when there’s a problem. The drive for productivity measures each support specialist on resolving the incident and moving to the next customer problem as quickly as possible creating a “value gap” in total customer care. Kodak is transforming the way that product development and services teams work together by building a common mindset about service value and collaboratively developing proactive support services to manage the total customer solution. The end result is reduced reactive dispatches and joint process improvement projects with customers at the account level.

Bundling proactive support services into deals has a multiplier effect on same account revenue growth, margin improvement and customer loyalty from a product, service and consumables perspective. This workout session will briefly describe how Kodak is changing the way. Services and Product Development Teams work together and invite discussion about developing Proactive Support Services for “total” customer care.Bristlecone 4

Product Development Transformation - Transforming Customer Experience by Interlocking Support Services and Product Development F SDanny Montejano, Sr. Director, Technical Services, Cisco SystemsNirav Sheth, Director, Technical Services, Cisco SystemsKen O’Reilly, VP, Research, Support and Field Services, TSIA

Session Abstract:How do large organizations act like start-ups again? How can a global company unify their historically distinct product development and techni-cal services functions to drive consumption and improve the customer experience? The IT industry is undergoing a historical transition. Cloud, BYOD, IPv6, video, mobility, and social networking are reshaping what traditional support looks like, moving it from boxes to solutions. It’s im-perative for support services to serve as the voice of the customer–and to drive the right engagement model with product development. This session will educate the audience about how Cisco has orchestrated a tight partnership between its global support organization and its largest product development group, such that:

•They’vestreamlinedtheengagementacrossmultipleglobalsupport teams into a unified voice to product development.

Warranty costs/gross margins for one of Cisco’s key services routing platforms improved.

• They’vesignificantlyimprovedtheglobalcustomerexperienceand accelerated issue resolution time.

• They’veshiftedproductdevelopment’smindsettobalance quality with feature velocity.

• They’vemovedupstreaminthelifecycletopartnerwith development as part of the new product introduction cycle and improve solutions prior to launch.

•They’veworkedcollaborativelywithchannelpartners to enhance their ability to service and support the solution to deflect

costs that would have otherwise been incurred by Cisco. The session will provide a case study of how Cisco’s Technical Support organization collaborated closely with Cisco’s Enterprise Networking Group (product development) to achieve outcomes ranging from cost reduction to SAT improvement to pre FCS partnership. The session will conclude with the idea that a tight interlock between support services and product development should start at the point of product inception, and not in reaction to issues discovered in the field after launch.Bristlecone 2

SESSION DETAILS

SE

SS

ION

DE

TAIL

SR

Serv

ice

Reve

nue

Gene

ratio

nF

Fiel

d Se

rvic

esP

Prof

essi

onal

Ser

vice

sM

Man

aged

Ser

vice

sE

Edu

catio

n Se

rvic

esW

orko

ut S

essi

ons

Brea

kout

Ses

sion

sS

Supp

ort S

ervi

ces


Sales Transformation - Customer Success: Lifecycle Account Management RTony Brucha, Director, Advanced Services, Cisco Systems

Session Abstract:In this breakout session, Tony Brucha, Director Customer Success, Cisco WebEx will describe the evolution of the Customer Success organization since the acquistion and integration of WebEx in 2007. Tony will describe the Customer Success Model, the Strategic Customer Care framework supported by the Consumption Economics model used to deliver business results and outcomes and define the Customer Success Lifecycle Account Management Process executed by the organization’s Customer Success Manager (CSM) teams globally.Bristlecone 9

Sales Transformation - Partner Delivered Support Ecosystem SR

Rob Buergisser, Sr. Director, Business Operations, Brocade

Session Abstract:Vendor provided support provides the end customers with leading edge expertise to resolve any technical issues specific to that vendor. To take it to more scalable, manageable and effective support framework, the vendor can augment its support with partners, who shared the same vision and strategies to drive highest customer satisfaction. To achieve that, Brocade took a transformation step to define and execute a well-balanced partner support program. This presentation will serve as a case study to explore the strategy, methodology and results of this partner delivered support ecosystem. At the end of the session, attendees will understand how to establish a partner support strategy that compliments and add values to the existing vendor provided support model and they will know how to develop an incentive base system to achieve their partner delivered support goals. Attendees will also gain knowledge on streamlining the partner support ecosystem with effective and simplified performance based management.Pinyon 1

Sales Transformation - MOOCs‘ Part II: The Relevance of Massive Open Online Courses (MOOCs) to Corporate Education ERuss Greene, Sr. Director, Channel Business Development and Productivity, EMC CorporationErnie Kahane, Director, EMC CorporationMaria Manning-Chapman, Sr. Director, Research Education Services, TSIA

Session Abstract:Corporate education organizations must change or risk becoming less relevant to the business. The Internet has empowered learners to seek expedient, inexpensive, and trusted ways to learn. This is the “new learning,” and traditional education groups now face new internal and external competitors. Corporate education organizations are faced with differentiating themselves in relation to the value they provide. An indus-try game changer has recently appeared: Massive Open Online Courses (MOOCs). While currently positioned for massive public audiences for free college courses, these platforms provide a best practice for the new generation of corporate cloud-based learning (whether private, hybrid, or public cloud). Corporations misunderstand MOOCs and are missing their relevance for transforming their businesses. Three scenarios for the future of corporate education are presented in this session, along with 10 ways in which corporations should plan for MOOCs.Bluethorn 7

Sales Transformation - Upsell and Cross-Sell: Leveraging Your Consultants to Capture Untapped Revenue Potential P Kyle Andrews, Principal, Pretium PartnersStuart Dodd, VP and General Manager, Professional Services, Corptax

Session Abstract:Companies like Corptax are increasingly leveraging consulting and service delivery resources in a dual role that includes sales. This can increase customer touch points, add clarity to customer business problem understanding, create a stronger services sales arm, and drive increased revenue–but it’s not without challenges. One challenge is that these resources are selected primarily for their knowledge and delivery expertise. But how do you know they have the potential to succeed in the sales portion of the role? Making an accurate determination is crucial, as well as executing on a plan that equips them properly. This session will lay out important steps for achieving success in this dual-role environment, such as selection, skill development, competitive differentiation, and value selling. Stuart Dodd, vice president and general manager of professional services for Corptax, will present a TSIA member case study on this process and the measurable results.EXPO Theater One

Sales Transformation - Use Your Customer Time Wisely: Think Forensically Every Day FPeter Armaly, Principal Customer Success Manager, BMC Software

Session Abstract:A big challenge in servicing clients is leveraging the right attitude and finding time to prepare and deliver a service that will positively impact a client’s ability to be self-sufficient. Client-relevant data has excited and paralyzed organizations for years. There’s too much data and too little time. You must understand where the right data resides, and you must use highly evolved analytical skills in order to base decisions and perform actions. Luckily, there are ways to zero in on key data ele-ments and aggregate into a 360-degree view of your clients. Resulting action plans should lead to an improvement of the client’s experience with your firm’s services and solutions. Create a new way of engaging your clients–one that is based in part on how information about them can be combined, correlated, and compared. Drive higher customer satisfaction and have more influence over their propensity to renew.Bristlecone 7

Sales Transformation - What Does a Successful Managed Services Sales Person Look Like? M RBill Hall, Principal, Pretium PartnersGeorge Humphrey, Sr. Director, Research, TSIA

Session Abstract:There is general agreement that selling managed services differs significantly from selling other products and services. Even so, most are challenged to understand exactly why it’s different and how that determines the requirements of sales professionals. A managed services provider will face expensive problems if this is not well understood. With long sales cycles, high cost of sales and high risk/reward of the opportunities, companies can realize significant ROI from clearly defining a success profile and building a sales team accordingly. In what ways is selling managed services different? What does that mean to decisions about the sales team? What does a successful managed services sales person look like? How do you know if incumbent sales people can make the transition? This Workout session will explore these questions and gather insights and answers from session participants.Bristlecone 3

SE

SS

ION

DE

TAILS


WEDNESDAY 11:30 AM – 12:30 PM

CONCURRENT SESSIONS: SERVICES ORGANIZATIONAL STRUCTURE TRANSFORMATION

Add Value to Your Customer’s Business: How SAP Field Services EMEA Builds Its Competitive Advantage on Skills Transformation

F P

Thomas Struzek, COO Services EMEA and Head of Delivery Services EMEA, SAP AG

Session Abstract:SAP Field Services EMEA is a region of more than 50 countries, cover-ing Africa, Central Europe, and the Middle East. Nearly all market units have small consulting teams, with difficulty in covering all SAP industries, technologies, and solutions. Innovation is hard to drive actively in this environment. The challenge is to renovate the skills portfolio in order to meet customer expectations and differentiate positively in the SAP partner environment, all while continuing to run a profitable services business. Being organized in a Matrix environment with different stake-holders requires close alignment and driving joint targets in being suc-cessful. The presentation will give insight into the strategy of becoming a value-add to the customer business, the concrete transformation plan, the execution of that plan, and the business impact for SAP Services.Bristlecone 7

Do as I Say, Not as I Do: Transforming Professional Services Teams to Align with the SaaS Model P

Brad May, VP, Professional Services, Blackbaud

Session Abstract:Like many ISV’s today, Blackbaud is engaged in the weighty challenge of transforming its business from a traditional, perpetual license model to SaaS. The complexities of this transformation are especially acute within our Professional Services Organization (PSO), where Services Leadership must continually balance the demands of delivering ‘old school’ projects with the imperative of retooling the Services teams to perform effectively under the new emerging SaaS model. Conflicting objectives? Misaligned incentive systems? Quirky accounting rules? We have experienced them all! Come hear up-to-the-minute insights from Brad May, Blackbaud’s Vice President of Professional Services on how your organization can avoid the pitfalls of this challenging transfor-mation.EXPO Theater One

Facing the Challenge of Change Management for Successful Service Systems Deployment on a Global Scale SJohn Bustard, Director, Service Technology, Eastman Kodak Company

Session Abstract:Kodak undertook a major initiative to revamp all of its service processes and systems on a global basis with the objective of becoming more customer centric, web -enabled, and partner integrated as it relates to Customer Service & Support. Over 90% of service processes were changed requiring significant change management. Areas impacted included response centers, onsite service, service parts logistics, contract and administration, service pricing, invoicing, knowledge, field mobility, and analytics. Learn about the change management challenges Kodak faced and how they addressed them.Pinyon 2

Key Considerations in Building a Managed Services Business MBrent Pietrzak, VP, Global Services, Flexera Software

Session Abstract:Many companies are migrating from pure professional services delivery to a managed services delivery model. This session will cover the key considerations and a practical approach to moving to a managed services model, while still supporting a thriving professional services delivery model. The session will be focused on the drivers to moving to a managed service delivery model, how this model works in conjunction with an existing professional services organization, how to enable and train a sales force with respect to moving to managed services, and how considerations for the partner community in moving to managed services.Bristlecone 9

Operational Excellence to Competitive Advantage: Using Best Practices and Customer Feedback to Consolidate Parallel Support Organizations SRick Gary, Executive Director, Diagnostic Imaging Support, McKesson

Session Abstract:McKesson Diagnostic Imaging has grown through multiple acquisitions, each with their own support department. Rick will walk through McKesson’s journey to characterize the best practices in each organization, gather Voice of Customer and Voice of Employee, align to the corporate strategic goals, and develop a plan for consolidation into a single entity, customer facing entity.Bluethorn 8

Renewal Responsibility for Both On-premise and Cloud Technology Deployments RMary Trick, SVP, Infor Maintenance Business and License Management, Infor Global SolutionsJulia Stegman, VP, Research, TSIA

Session Abstract:Are you up for a good workout? Participate in this intriguing exercise to tone or build on collective expertise and wisdom.

Join Mary Trick in a fun but focused session on preparing to take on SaaS renewals. This workout is not for couch potatoes. It will energize those who do the heavy lifting of maintenance renewals and are interested in expanding their responsibility or want to gain more insight into SaaS renewals. It is also for those who are getting a full workout with SaaS renewals but are curious if there are best practices they should be transforming into their routine from the on-premise, perpetual, maintenance world.

After three years of visible improvements in maintenance renewals at Infor, including gaining TSIA Pacesetter recognition, Trick recently took on the responsibility for SaaS renewals. She has been exploring practices at SaaS companies and will share the results of her findings to date. She will also share her perspectives on both the similarities and the differences with renewing SaaS subscriptions versus mainte-nance contracts. Mary will provide the “warm-up” by highlighting the steps taken to date at Infor to capture high recurring revenue rates and customer retention, but the core workout begins by posing questions and sharing experiences. Walk away with sound and proven activities for either maintenance or SaaS renewals…or both!Bristlecone 2

SESSION DETAILS

SE

SS

ION

DE

TAIL

SR

Serv

ice

Reve

nue

Gene

ratio

nF

Fiel

d Se

rvic

esP

Prof

essi

onal

Ser

vice

sM

Man

aged

Ser

vice

sE

Edu

catio

n Se

rvic

esW

orko

ut S

essi

ons

Brea

kout

Ses

sion

sS

Supp

ort S

ervi

ces


Transforming From Traditional to Next Generation Managed Services MPatrick Crowley, Director, Americas Delivery, EMC

Session Abstract:Based on growing dissatisfaction with the traditional holistic outsourced model (lack of innovation, slow provisioning, insufficient customer transparency, etc), many companies offering traditional managed services are going to need to rethink their go to market strategies, delivery models and offer structures. EMC recognized this trend and proactively transformed their business to assist customers by evolving their solutions to a new “consumption” model focused on product utility, managed utility and managed services. This has resulted in an “as a service” model that enables their customers to fully realize the value of their technologies. This has allowed EMC’s customers to lower their total cost of ownership, dramatically improve service experience, and operate IT in a secure manner. Join EMC as they take you through this dramatic transformation resulting in delighted customers and major revenue growth.Bristlecone 10

Transforming the Customer Journey: How Educational Services Re-Organized to Drive Positive Customer Experience EJon Hall, Manager, Product Training, Perceptive Software

Session Abstract:Educational Services within Perceptive Software is undergoing functional and organizational transformation; morphing into a hub that is focused on content generation, delivery diversity and customer- centric business development efforts. Enhancing the customer learn-ing lifecycle has not been easy. To support this effort, Educational Services realized it must re-organize to better serve the customer. Through it all we have kept this one question in mind: “How can the team continue to provide an outcomes-based business model that drives positive customer experience? During this session, we will explore the rationale behind the functional transformation. We will discuss the key metrics used to evaluate and measure success. We will discuss our challenges and provide insight on what works and what doesn’t work. As an interactive session, we will encourage discovery through questions and ideas from the audience.Bluethorn 9

Turning Lemons into Lemonade: How to Make the Most of Critical Escalation Management SMati Pitkanen, Director, Focus Account Management, BMC SoftwarePam Dickerman, Program Executive, BMC Software

Session Abstract:Escalations are nothing new. Every vendor has situations and custom-ers that are considered “Critical,”, “Red,” or “Hot.” How can you make the most out of dealing with this type of situation? Is there something more that can be done to prevent critical situations from happening in the first place? In this breakout session, learn how to turn a critical situation program into a proactive “revenue-guarding” core part of the overall business. Then, think outside of the box on how data from critical situations can change your business model–impacting how

sales approaches their customers on the next “new” solution to how product management prioritizes the next new feature. This approach, in the end, provides a way to turn your “lemons” into “lemonade” with improvements to the way your company does business, leading to a direct impact to company revenue.Pinyon 1

Value-Driven Support: Shifting from Output to Outcomes S

Jesse Hoobler, Director, Worldwide Software Support, Pitney Bowes SoftwareMichael McLasky, Sr. Developer Support Specialist Manager, Pitney Bowes SoftwareJoanne Weigel, Sr. Director, TSIA

Session Abstract:The world is changing. Is your support organization keeping up? Pitney Bowes has been on a five-year journey to transform its support organization into an award-winning business service for its customers. By focusing on customer adoption and realized value, the Pitney Bowes support organization has seen a dramatic improvement in customer satisfaction and loyalty. Attend this breakout session to learn how to retool your organization to deliver on the only thing that really matters: creating successful customer outcomes. Come hear how Pitney Bowes is: Driving new revenue opportunities through unique managed services engagements. Customers like Facebook and State Farm have grown to love the Pitney Bowes ServiceSTAR program–a concierge support service built specifically to supercharge adoption throughout the organization. Leveraging global synergy and collabo-ration through the use of virtual teams. With nine support centers around the world, Pitney Bowes is leveraging new support tools to foster enablement and promote consistent experiences for custom-ers. Dropping the traditional metrics in favor of outcome-based key performance indicators (KPIs). Moving away from monitoring process, Pitney Bowes has seen dramatic improvements in team empower-ment by now only focusing on monitoring exceptions–focus on less to get more.Bristlecone 3

Was It a Productive Day Today? Positive Utilization: Aligning Teams to Positively Contribute to Your Strategy PRyan Childers, Business Strategy and Planning Director, Ontario SystemsCharlie Kimbrough, Manager, Service Delivery, Ontario SystemsBo DiMuccio, VP, Research, TSIA

Session Abstract:Billable utilization has always been the foundation of any professional services organization (PSO). Today, PSOs face the challenge of a continuously evolving charter as they adapt to consumption econom-ics and continue their journey to the cloud. Is your PSO focused on revenue, margin, product adoption, new customer acquisition, or some combination of all of the above? In this presentation, attendees will learn about how Ontario Systems aligns team members to focus on positive contribution toward a charter that is based on more than just revenue and billable hours, and the impact that this has produced.EXPO Theater Two

SE

SS

ION

DE

TAILS


TSW | EXPOIncorporating the right technology is key to every service organization’s need to support the industry shift towards outcome-based business and customer relationship models. The TSW I EXPO will bring together the industry’s best products and services in one location. You’ll be able to search each company’s offerings using the Solutions Heatmap—an interactive application that maps your business challenges to the TSIA providers exhibiting in the TSW I EXPO. You can access it via on-site touch screen monitors and most web enabled devices. Learn more at technologyservicesworld.com/expo.

TS

W | E

XP

O

SERVICES EXCELLENCEALLIANCE PARTNER

BILL ROSE I.N.C. 50855 Washington Street, Suite C-218, La Quinta, CA 92253Phone: 619-436-6018, www.billroseinc.com

Bill Rose and the Industry Network of Consultants (I.N.C.) will provide “live consulting” at their booth. Bring your questions, issues, and problems. We can help!

SUPPORT SERVICESSILVER PARTNER

Citrix 7414 Hollister Avenue, Goleta, CA 93117Phone: 805-690-6400, [email protected], www.citrixonline.com Citrix GoToAssist remote support, service desk and monitoring tools empower IT professionals and support teams to provide assistance and easily manage everything IT from anywhere.

SUPPORT SERVICESBRONZE PARTNER

Clarabridge11400 Commerce Park Drive, Suite 500, Reston, VA 20191Phone: 571-299-1800, Fax: 571-299-1805 www.clarabridge.com

Clarabridge is the leading provider of real-time, intelligent, customer experience analytics and management. We enable companies to integrate and analyze all customer feedback, social media and big data in real-time. Visit www.clarabridge.com.

PROFESSIONAL SERVICESPLATINUM PARTNER

CompuwareOne Campus Martius, Detroit, MI 48226Phone: 313-227-7300, 800-521-9353 www.compuware.com/changepoint

Changepoint PSA improves service delivery providing operational visibility and control over the services portfolio. With powerful business analytics, Changepoint is accessible from tablets and smart-phones.

Orange Pantone 158C

Blue Pantone 280C


Coveo 3175 Chemin des Quatre-Bourgeois, Suite 200, Québec City, QC G1W2K7 CanadaPhone: 418-263-1111, [email protected], www.coveo.com

Coveo brings together the collective yet fragmented information from social, on-premise, and cloud-based systems, and makes it actionable for every user, every time.


CSS Corporation3031 Tisch Way, Suite 300, San Jose, CA 94128Phone: 408-615-5700, Fax: 408-615-5707, www.csscorp.com, [email protected]

CSS Corp is a global technology consulting and support company providing cutting-edge technologies to effect strategic business transformations in Cloud, Mobility, and Technology Support for more than 140 organizations globally.


TSW | EXPO

TS

W |

EX

PO

EXPERT ALLIANCEPARTNER

DB Kay & Associates, Inc.18275 Knuth Road, Los Gatos, CA 95033Phone: 408-568-3551, [email protected], www.dbkay.com DB Kay & Associates, Inc. provides training and consulting in knowledge management, self-service, support strategy and measures, with a focus on Knowledge-Centered Support (KCSSM).


DG Associates 258 Highlands Drive, Hampstead, NC 28443Phone: 910-270-5382, Mobile: 914-552-7827, Fax: 910-270-5382, [email protected]

DG Associates specializes in driving service revenues and profits through development and implementation of customer experience management strategy, customer engagement programs and service operations improvements.

PROFESSIONAL SERVICESSILVER PARTNER

FinancialForce.com595 Market Street, Suite 2700, San Francisco, CA 94105Phone: 866-743-2220, www.Financialforce.com

FinancialForce.com is the cloud applications company. We focus 100% on building business applications for Force.com including: Accounting, Billing, Professional Services Automation and Services Resource Planning.

Frank J Rich & Associates 14135 Palisades Drive, Poway, CA 92064Phone: 858-513-9474, Fax: 858-513-6381, www.fjrich.com

Frank J Rich & Associates is a full service recruiting and staffing firm specializing in service and support professionals.

C O M M U N I T I E S T H A T M E A N B U S I N E S S


Get Satisfaction1550 Bryant Street, Suite 350, San Francisco, CA 94103Phone: 877-339-3997, [email protected], https://getsatisfaction.com Get Satisfaction is a community platform that transforms customer conversations into powerful user-generated content and insights, enabling businesses to create differentiated customer experiences.

PROGRAM ALLIANCEPARTNER

Impact Learning Systems 198 South Street, San Luis Obispo, CA 93401 Phone: 800-545-9003, Fax: 805-545-9075 [email protected], www.impactlearning.com

Impact Learning Systems delivers TSIA’s customer service and critical-thinking certificate courses for frontline support professionals. Participating companies are eligible for TSIA’s Support Staff Excellence Award.


Insights53 LLC2592 Viola Gill Lane, Wildwood, MO 63040Phone: 636-236-6691, [email protected], www.Insights53.com

Insights53 helps organizations create outcome based conversations that improve customer buying experiences. Our Right Conversation - Right Contact approach turns face-to-face meetings into competitive advantage.


ISOdx Solutions8999 Gemini Parkway, Columbus, OH 43240Phone: 614-431-8000, 877-217-9710, www.isodxsolutions.com

ISOdx remote monitoring software, designed by support experts for support experts, helps solve tech support problems 90% faster. Visit www.isodxsolutions.com.


TS

W | E

XP

OKotler Marketing Group 925 15th Street NW, 4th Floor, Washington, DC 20005Phone: 202-331-0555, www.kotlermarketing.com

We provide training, sales tools, and research designed to help companies defend their maintenance, support and services pricing. Clients include Siemens, Riverbed, Software AG, and Avaya.

Lithium Technologies225 Bush Street, 15th Floor, San Francisco, CA 94104Phone: 510-653-6800, Fax: 510-653-6801, www.lithium.com

Lithium helps you find your social customers, understand their influence, and build lasting relationships. For more information, visit lithium.com.


LivePerson475 10th Avenue, 5th Floor, New York, NY 10018Phone: 212-609-4200, Fax: 212-609-4201, www.liveperson.com

LivePerson offers a cloud-based platform enabling businesses to connect with customers via chat, voice, and content delivery at the right time, through the right channel.


LogMeIn320 Summer Street, Suite 100, Boston, MA 02210Phone: 800-993-1790, www.logmein.com

LogMeIn (NASDAQ:LOGM) transforms the way people work and live through secure connections to the computers, devices, data, and people that make up their digital world.

Market Intelligence International US/AMERICAS, EMEA, APACSuite 204, Business Design Centre, 52 Upper Street, London N1 0QHPhone: +44 (0) 207-226-1300, 01144-207-226-1300 [email protected], www.marketii.com

MARKETii specializes in assessing and reporting on customer satisfaction, service quality and mystery calling, by working in 35+ languages, 80+ countries via phone and web surveys.

PROFESSIONAL SERVICESBRONZE PARTNER

NetSuite 2955 Campus Drive, Suite 100, San Mateo, CA 94403-2511Phone: 650-627-1000, [email protected], www.netsuite.com

NetSuite’s professional services automation (PSA) and services resource planning (SRP) solutions help services organizations streamline operations, including project and resource management, billing and revenue management.


Pretium Partners, Inc. 3240 W. Henderson Road, Columbus, OH 43220Phone: 614-457-1726, Fax: 614-442-3971 www.PretiumPartners.com

Through predictive analytics to identify high potential salespeople, and training that enables business case selling to executives, our clients win more business at greater margins.


TSW | EXPO


PROGRAM ALLIANCEPARTNER

PwC 488 Almaden Boulevard, Suite 1800, San Jose, CA 95110Phone: 408-817-3700, www.pwc.com

PwC’s Customer Impact Consulting practice helps organizations transform their marketing, sales and customer service functions to support accelerated growth, increased profitability and greater operating efficiency.

.

Service 800 2190 West Wayzata Boulevard, Minneapolis, MN 55356-0800Phone: 800-475-3747, www.service800.com

Designing and administering near real-time customer satisfaction measurement surveys in over 30 languages that give you in-depth knowledge of your customers’ attitudes and impressions.

SERVICE REVENUE GENERATIONPLATINUM PARTNER

ServiceSource 634 2nd Street, San Francisco, CA 94107Phone: 415-901-6030, 800-211-5868, Fax: 415-962-3230 www.servicesource.com

ServiceSource is the global leader in recurring revenue management. The company’s cloud and managed service solutions drive higher subscription, maintenance, and support revenue for the world’s largest technology companies.

ServiceXRG 53 Northwoods Road, Groton, MA 01450Phone: 978-448-3166, www.servicexrg.com

ServiceXRG specializes in helping companies develop and execute service and support strategies that strengthen customer relationships and optimize financial performance from service operations.

Stone Cobra, Inc. 201 Creekside Ridge Court, Suite 100, Roseville, CA 95678Phone: 916-797-6272, www.stonecobra.com

Stone Cobra offers Solution Architecture/Technical Oversight, System Configuration, Installation/Acceptance Testing, Optimization/Process Engineering Services, Data Migration from Legacy Systems, and Technical & User Training.

SUPPORT SERVICESGOLD PARTNER

Sykes Enterprises, Incorporated 400 North Ashley Drive, Suite 2800, Tampa, FL 33602 Phone: 813-274-1000, +44 (0) 131 458 1001 Fax: 813-273-0148, [email protected], www.sykes.com/ccs.aspx

Customer Experience Analytics, Technical Support, Relationship Management, Channel Partner Support, Community Forum Management. One global outsourcer serves Technology customers well. Choose SYKES…Real People. Real Solutions.

TS

W |

EX

PO


SYSTRAN Software, Inc. 4445 Eastgate Mall, Suite 310, San Diego, CA 92121 Phone: 858-457-1900, Fax: 858-457-0648 www.systransoft.com

SYSTRAN’s market-leading language translation software solutions empower businesses and global customers to understand multilingual information in real-time and communicate more effectively in 60+ language combinations.

Tenrox by Upland275 Boul. Armand-Frappier Laval, Quebec, Canada H7V 4A7Phone: 450-688-3444, Fax: 450-688-7862, www.tenrox.com

Tenrox PSA is the leading workflow-driven solution for services organizations. Our latest release offers new UI, cost and revenue forecasting, resource planning and mobile modules.


The Verghis Group 6409 Fayetteville Road, Suite 120 #325, Durham, NC 27713 Phone: 617-395-6613, [email protected], www.verghisgroup.com/about/testimonials Trusted advisors to Service & Support leaders around the world. John Ragsdale calls Phil a “brilliant strategist and innovator”. Bringing common sense to knowledge sharing.

Think Big Analytics 520 San Antonio Road, Suite 210, Mountain View, CA 94040 Phone: 650-949-2350, www.thinkbiganalytics.com

Think Big Analytics provides data science and engineering services that enable customers to accelerate their time to value from Big Data.

TSANet, Inc.9401 Indian Creek Parkway, Suite 180, Overland Park, KS 66210Phone: 913-345-9311, www.tsanet.org

TSANet is a global, multivendor alliance offering an industry-wide forum to facilitate support of customers while providing an infrastructure for more efficient multivendor problem solving.

SERVICES EXCELLENCEALLIANCE PARTNER

Value and Pricing Partners, LLCPO Box 16597, Golden, CO 80402Phone: 303-526-9084, [email protected], www.valueandpricing.com

V&PP won the 2012 Recognized Innovator Award, and our new book, Profitable Technology Services Pricing, is available at Amazon. Catch the buzz, call Tim today.


Verint Systems 330 South Service Road, Melville, NY 11747Phone: 631-962-9600, [email protected], www.verint.com

Verint® Systems offers Workforce Optimization and Voice of the Customer solutions for capturing and analyzing multichannel customer interactions, revealing trends, and optimizing the customer experience.

Vidcie by Looxcie 1196 Borregas Avenue, Suite 200, Sunnyvale, CA 94089 Phone: 408-935-2623, [email protected], www.vidcie.com Vidcie provides mountable and wearable video solutions that leverage today’s mobile networks to enable field teams to use point-of-view video to solve problems quickly.

TS

W | E

XP

O

october 21 – 23, 2013 | las vegas · october 21 – 23, 2013 | las vegas ... transform and...

Documents