Full Agenda | Sunday, October 18th | Monday, October 19th | Tuesday, October 20th | Wednesday, October 21st

Agenda

Monday, October 19th
7:00 AM — 6:00 PM
Registration and Information Location: Rotunda
8:00 AM — 2:00 PM
Pre-Conference Professional Development Program ($495)
COURSE ($495) - Breakthrough KM with Knowledge-Centered Support (KCS) David Kay, Principal, DB Kay & Associates
Location: Trinidad A
COURSE ($495) - Building a Customer Experience Management Strategy to Acquire, Retain, and Grow Your Customer Base Bill Moore, Director CEM Training, DG Associates and Director, CRMI
Location: Jamaica A
COURSE ($495) - Global Resource Management Workshop Mark Sloan, COO, RTM Consulting
Location: Trinidad B
2:30 PM — 3:30 PM
Keynote - Complexity Avalanche: Overcoming the Threat to Technology Adoption J.B. Wood, President and CEO, AFSMI, SSPA, TPSA Location: Mirage Events Center C2
3:30 PM — 4:30 PM
Keynote - Executive Panel Moderator: J.B. Wood , President and CEO, AFSMI, SSPA, TPSA
David Hare, Vice President of Enterprise Support Services, Symantec
Alex Dayon, Senior Vice President, Customer Service and Support Applications, salesforce.com
Barbara Gordon, Corporate Vice President, Customer Service and Support, Microsoft
Chris Dowse, Founder and CEO, Neochange
Ruth Fornell, Vice President, Professional Services, NCR Location: Mirage Events Center C2
4:30 PM — 5:00 PM
Keynote - Thriving on Chaos: Top Technology Innovation Trends John Ragsdale, Vice President of Technology Research, AFSMI, SSPA, TPSA Location: Mirage Events Center C2
5:00 PM — 5:30 PM
Special Presentation Location: Mirage Events Center C2
5:30 PM — 7:30 PM
Welcome Reception in the Technology Services Expo

Solutions Stage – Join John Ragsdale as he presents the Solutions Heatmap and interviews solutions providers, including Oracle, KANA, Convergys, Compuware and Qualtech Systems.

 Location: Mirage Events Center B
Full Agenda | Sunday, October 18th | Monday, October 19th | Tuesday, October 20th | Wednesday, October 21st