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

Agenda

Wednesday, October 21st
7:30 AM — 8:30 AM
Breakfast in the Technology Services Expo Location: Mirage Events Center B
7:30 AM — 2:30 PM
Registration and Information Location: Rotunda
8:30 AM — 9:30 AM
Concurrent Breakout Sessions
BENCHMARKING AND SERVICE RESEARCH - Bridging Gaps and Differentiating Support: HP, Symantec, and Taleo Used SSPA’s Organizational Development Program as a Path to Excellence Moderator: Joanne Weigel, Director, Operational Certification Programs, AFSMI, SSPA
Panel: John Blakeman, Vice President of Customer Support, Taleo
Panel: Ron VanWagenen, Business Planning Manager, Hewlett Packard
Panel: Jim Wilson, Director Program Management Office, Symantec
Location: Montego A
EDUCATION SERVICES - P&L or Enabler: Making the Case for Education Services Roslyn Jones, Vice President, Global Education Services, Informatica
Location: Montego B
OPERATIONS, RESOURCE MANAGEMENT, AND KM - Building Customers for Life - A CEM Strategy and the 12 Key Building Blocks Dennis Gershowitz, Principal, DG ASSOCIATES
Jim Coleman, Senior Customer Support Analyst, Netezza
Location: Montego C
OPERATIONS, RESOURCE MANAGEMENT, AND KM - Preventing the "Death of a Thousand Cuts" Walter Reitz, Vice President, Support Operations, EMC
Matthew Webb, Support Operations Manager, EMC
Location: St. Thomas A
PORTFOLIO DEVELOPMENT - Value-Added Services Offered by Hardware Vendors in the Telecom Industry Bob Guski, Director of Systems Engineering, ADC
Location: Jamaica A
SERVICE DELIVERY - Supporting an Appliance: No Easy Calls John Forrest, Director of Technical Operations, Netezza
Location: Montego D
SOCIAL MEDIA - Change is the Only Constant: How Social Media is Transforming Customer Service Shawn Santos, Director of Programs & Community, SSPA
Location: St. Thomas B
9:00 AM — 11:00 AM
Technology Services Expo

Final opportunity to explore the solutions and services offerings in the Expo.

 Location: Mirage Events Center B
9:30 AM — 9:45 AM
Refreshment Break Location: Promenade
9:45 AM — 10:45 AM
Concurrent Breakout Sessions
BENCHMARKING AND SERVICE RESEARCH - The SSPA: The Research Response Team Moderator: Bill Rose, Founder and Vice President of Services Research, SSPA
Panel: John Ragsdale, Vice President of Technology Research, AFSMI, SSPA, TPSA
Panel: Michael Israel, Senior Director, Research and Advisory Services, AFSMI, SSPA
Panel: Joanne Weigel, Director, Operational Certification Programs, AFSMI, SSPA
Panel: Bo Di Muccio, PhD,, Vice President, Research and Advisory, TPSA
Location: Montego A
EDUCATION SERVICES - Growing Education Services Revenues in a Down Economy Linda Moss, Vice President, Worldwide Educational Services, BMC Software
Location: Montego B
OPERATIONS, RESOURCE MANAGEMENT, AND KM - Managing Today’s Delivery Operations George Davis, HP Software Delivery Operations Manager, Hewlett Packard
Guy Mendt, HP Software Global Delivery System Infrastructure Manager, Hewlett Packard
Location: Jamaica A
PROFESSIONAL AND STAFF DEVELOPMENT - Using Performance Metrics and Conditioned Response to Improve Quality and Productivity Dave Brown, President, Support Center University
Melanie Lewis, Director, Customer Support, Sage Software
Location: Montego C
SERVICE DELIVERY - 8 Golden Rules of Consulting Mahesh Gidwani, Vice President, Professional Services, Datatel
Location: Montego E
SERVICE STRATEGY - The Forest Through the Trees: The Impact of the Cloud Jason Carolan, Distinguished Engineer, Sun Microsystems
Location: St. Thomas A
SOCIAL MEDIA - Top 10 Things Online Support Communities Have Taught HP Lois Townsend, Global Manager, Social Media Strategy, HP Consumer Support Operations, Hewlett Packard
Location: St. Thomas B
10:45 AM — 11:00 AM
Refreshment Break Location: Promenade
11:00 AM — 12:00 PM
Concurrent Breakout Sessions
BENCHMARKING AND SERVICE RESEARCH - Comprehensive Update of the TPSA Benchmark Survey and Database Thomas Lah, Executive Director, TPSA
Bo Di Muccio, PhD, Vice President, Research and Advisory, TPSA
Location: Montego C
BENCHMARKING AND SERVICE RESEARCH - Driving Services Innovation Upstream Moderator: Kris Singh, SRII President, IBM Research
Martha Lyons, Distinguished Technologist, Hewlett Packard Laboratories
Location: Montego D
PORTFOLIO DEVELOPMENT - VMware Jumpstarts: A Case Study on Highly Leveraged Services Pang Chen, Principal Consultant, VMware
Location: Jamaica A
SALES, MARKETING AND PARTNER MANAGEMENT - Improving Customer Sat With Your Partners John Beuchert, Senior Manager, Partner Programs, Symantec
Doland White, Director, Global Consulting Partner Programs, Symantec
Location: Montego E
SERVICE DELIVERY - SMB Panel: How Leading SMB Organizations are Providing World-Class Support Moderator: Stephen Smith, Executive Director, SSPA
Panel: John Blakeman, Vice President of Customer Support, Taleo
Panel: Renee Bochman, Senior Director, Customer Support, Axeda
Panel: Brad Cox, Director of Client Services, RouteSmart Technologies
Panel: Blair Freer, Vice President, Technical Support, Tele-Tracking Technologies
Location: Montego A
SERVICE STRATEGY - Emerging Trends in Healthcare Technology Service: A Roundtable Discussion Moderator: J.B. Wood, President and CEO, AFSMI, SSPA, TPSA
Moderator: Michael Israel, Senior Director, Research and Advisory Services, AFSMI, SSPA
Location: St. Thomas A
SOCIAL MEDIA - Extending Your Radar through Social Measurement Dave Canelis, Vice President, Global Services, Webtrends
Location: St. Thomas B
12:00 PM — 2:15 PM
Keynote - Awards Luncheon and Closing Keynote: The Ten Faces of Innovation Tom Kelley, General Manager, IDEO Location: Mirage Events Center C2
Full Agenda | Sunday, October 18th | Monday, October 19th | Tuesday, October 20th | Wednesday, October 21st