While attending TSW, you are welcome and encouraged to attend any session you choose. To help in selecting the sessions you want to attend, we have added Association icons to the concurrent breakout sessions. a designates sessions that are relevant to AFSMI members, s for SSPA members, and t for TPSA members. In addition to the full agenda, you can select your own view by track or Association relevance.
AFSMI =
 a
SSPA =
 s
TPSA =
 t

 

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

Agenda

Sunday, October 18th
3:00 PM — 6:00 PM
Registration and Information Location: Rotunda
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
Tuesday, October 20th
7:30 AM — 8:30 AM
Breakfast in the Technology Services Expo Location: Mirage Events Center B
7:30 AM — 6:00 PM
Registration and Information Location: Rotunda
8:30 AM — 9:15 AM
Keynote - The Services Stress Test Thomas Lah, Co-Founder and Executive Director, TPSA Location: Mirage Events Center C2
9:15 AM — 9:30 AM
Refreshment Break Location: Mirage Events Center B
9:30 AM — 10:05 AM
Keynote - The Telecom World Is Changing—Services Leading the Way Eva Elmstedt, Vice President, Customer Support, Ericsson Location: Mirage Events Center C2
10:05 AM — 10:40 AM
Keynote - IT Services for the Current and Future Market Richard Sills, Corporate Senior Vice President, General Manager, CA Services Location: Mirage Events Center C2
10:40 AM — 11:15 AM
Keynote - HP Technology Services: Services Transformation Journey and Futures Gary M. Budzinski, Technology Services, Senior Vice President & General Manager, HP Location: Mirage Events Center C2
11:15 AM — 11:30 AM
Refreshment Break Location: Promenade
11:30 AM — 12:30 PM
Concurrent Breakout Sessions
EDUCATION SERVICES - Executive Panel on Education Services: Key Challenges and Responses Moderator: Bo Di Muccio, PhD, Vice President, Research and Advisory, TPSA
Panel: Roslyn Jones, Vice President, Global Education Services, Informatica
Panel: Linda Moss, Vice President, Worldwide Educational Services, BMC Software
Panel: Shelley A. Olson, Vice President, Education Services, Symantec
Panel: Eric Berglund, Director, Worldwide Education, VMware
Location: Montego E
INNOVATIVE SERVICE TECHNOLOGY (CO-PRESENTED BY PARTNERS AND THEIR CUSTOMERS) - Innovation and Automation: Improving Professional Services Profitability Eric Finch, Director, Software Practice and CIO, PRTM
Morris Panner, CEO, OpenAir
Location: Antigua A
PROFESSIONAL AND STAFF DEVELOPMENT - Engaging Your People: Your Customers' (and Your!) Most Important Asset Craig Bernero, Global Senior Director, EMC
Michael Charest, Director of Premium Technical Support, EMC
Location: Jamaica A
SALES, MARKETING AND PARTNER MANAGEMENT - Developing and Executing on a Successful Partner Enablement Framework Doland White, Director, Global Consulting Partner Programs, Symantec
Heath Ramsey, Director, Partner Consultant Enablement, Symantec
Location: Montego D
SALES, MARKETING AND PARTNER MANAGEMENT - Review and Analysis of the Recent AFSMI/SSPA Survey on Maintenance Pricing Practices
View Video

Michael Israel, Senior Director, Research and Advisory Services, AFSMI, SSPA
Location: Montego C
SALES, MARKETING AND PARTNER MANAGEMENT - Transforming Oracle Consulting from a Technology Services Provider to "The Trusted Advisor" Jennifer Chang, Consulting Strategy, Oracle
Stephen Slade, Senior Director, Oracle
Location: Montego B
SERVICE DELIVERY - Go-Live: Support Helping Services Reduce Time to Value Stephanie Dumbrill, Senior Director, Implementation Support Programs, CA
Location: St. Thomas A
SERVICE DELIVERY - Overcoming the Global Challenges in Service Supply Chain Management to Deliver Excellent Customer Service Dillard Myers, Vice President, Technical Services Global Operations, Cisco
Location: St. Thomas B
SERVICE STRATEGY - PS Speed Networking Moderator: Thomas Lah, Executive Director, TPSA
Location: Montego A
11:30 AM — 12:30 PM
Innovation Tour #1

Take the tour with John Ragsdale, Vice President of Technology Research, AFSMI, SSPA, TPSA.

 Location: Meet outside Mirage Events Center B (Technology Services Expo)
12:30 PM — 2:30 PM
Lunch and Theater Solution Sessions in the Technology Services Expo Location: Mirage Events Center B
12:50 PM - 1:30 PM EXPO THEATER SOLUTIONS - Accelerating IT Transformation – A Case Study of Commercial BSS Roadmap Uday Bhaskar Nandivada, Solutions Lead, Technology Management Practice, Amdocs
Frank Palase, Vice President Innovation & Strategy, DIRECTV
Location: Expo Theater 1
12:50 PM - 1:30 PM EXPO THEATER SOLUTIONS - Innovate with Emerging Business Models in Enterprise Software Support
View Video

Pawan Sharma, President, Global Business Solutions and Head, Diversified Financial Services, KPIT Cummins
Location: Expo Theater 2
1:40 PM - 2:20 PM EXPO THEATER SOLUTIONS - The Next Generation of Customer Support
View Video

Jeff Johnson, Vice President Customer Relations, Bomgar
Joseph Rappa, Director of Strategic Accounts, PlumChoice
Location: Expo Theater 1
1:40 PM - 2:20 PM EXPO THEATER SOLUTIONS - Using Information and Knowledge Access Solutions to Lower Service Costs and Increase Customer Trust, Loyalty and Engagement Louis Tetu, Executive Chairman, Coveo
Dominic Lajoie, Vice President of Services, Coveo
Location: Expo Theater 2
2:30 PM — 3:30 PM
Concurrent Breakout Sessions
BENCHMARKING AND SERVICE RESEARCH - Comprehensive Update of the AFSMI and SSPA Benchmark Survey and Database Michael Israel, Senior Director of Research and Advisory Services, AFSMI, SSPA
Greg Burnett, Director of Operations, AFSMI, SSPA, TPSA
Location: St. Thomas A
INNOVATIVE SERVICE TECHNOLOGY (CO-PRESENTED BY PARTNERS AND THEIR CUSTOMERS) - Leveraging Partnered Technical Support for Small and Medium Businesses (SMB) Vanessa Hanks, Vice President, Customer Care, Mirapoint Software
Srinivas Kottamasu, General Manager, Tech Support, MindTree
Location: Antigua A
INNOVATIVE SERVICE TECHNOLOGY (CO-PRESENTED BY PARTNERS AND THEIR CUSTOMERS) - What Happens with Customers, Stays with Customers Moderator: Christopher Hall, Vice President, Marketing, InQuira
Panel: Keith Redfield , Director of eSupport and Global Support Technology, Juniper Networks
Panel: Shawn Derifield, Director of Sales and Service Readiness, International Game Technology
Panel: David Kay, Principal, DB Kay and Associates
Location: Antigua B
PORTFOLIO DEVELOPMENT - A Process for Relationships, Repeatability and Revenue Jodie Paxton, Director, Services Business Planning, Genesys
Location: St. Thomas B
PROFESSIONAL AND STAFF DEVELOPMENT - Professional Development: Selling Your Ideas Roslyn Jones, Vice President, Global Education Services, Informatica
Location: Jamaica A
SALES, MARKETING AND PARTNER MANAGEMENT - The PS Hot Seat: Driving Services Sales Ng Leong, Senior Vice President, CA
Location: Montego D
SERVICE STRATEGY - Customer Service for Profitability Larry Swaton, Owner, Swaton and Associates
Location: Montego B
SERVICE STRATEGY - Providing World-Class Support in an SaaS Model Moderator: Stephen Smith, Executive Director, SSPA
Panel: Krista Anderson, Senior Vice President, Global Support and Customer Success, salesforce.com
Panel: John Blakeman, Vice President of Customer Support, Taleo
Panel: Patrick Saeger, Vice President of Customer Care, SucessFactors
Location: Montego A
SOCIAL MEDIA - Pod People! Empower Your Team to Provide The Ultimate Customer Experience Greg Johnson, Senior Manager, Tech Support, Pitney Bowes Business Insight
Jesse Hoobler, Senior Manager, Tech Support, Pitney Bowes Business Insight
Location: Montego E
2:30 PM — 3:30 PM
Innovation Tour #2

Take the tour with John Ragsdale, Vice President of Technology Research, AFSMI, SSPA, TPSA.

 Location: Meet outside Mirage Events Center B (Technology Services Expo)
3:30 PM — 4:30 PM
Technology Services Expo Hour - Refreshments Served

Explore the solutions and services offerings in the Expo during this dedicated afternoon “Expo Hour.” 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
4:30 PM — 5:30 PM
Concurrent Breakout Sessions
INNOVATIVE SERVICE TECHNOLOGY (CO-PRESENTED BY PARTNERS AND THEIR CUSTOMERS) - Positioning for the Upturn: What Coherent is Putting in Place to Survive the Downturn and Prepare for the Rebound by Leveraging New Service Technologies Ron Zielinski, Head of World Wide Customer Care, Coherent
Stephen Slade, Senior Director, Applications Marketing, Industrial Manufacturing and Supply Chain, Oracle
Location: Antigua A
OPERATIONS, RESOURCE MANAGEMENT, AND KM - Emerging Best Practices in PS Customer Satisfaction Measurement Lisa Cone, Vice President, Services Operations, CA
Location: Montego B
OPERATIONS, RESOURCE MANAGEMENT, AND KM - Quarterback Ratings and Knowledge Management: Maximize the "Pass Efficiency" of Your KM Users Jeff Harling, Global Process Manager - KM, Avaya
John Ragsdale, Vice President of Technology Research, AFSMI, SSPA, TPSA
Location: Montego D
OPERATIONS, RESOURCE MANAGEMENT, AND KM - Using a Resource Management Office to Drive Improved Services Margins and Customer Responsiveness Randy Mysliviec, CEO, RTM Consulting
Ruth Fornell, Vice President, Professional Services, NCR
Location: Montego E
PROFESSIONAL AND STAFF DEVELOPMENT - Women in Services: Profiles of Success Moderator: Diane Brundage, Senior Vice President, Membership Development, AFSMI, SSPA, TPSA
Panel: Mary Cay Kosten, Vice President, Global Customer Services, Sun Microsystems
Panel: Patricia Rash, Vice President North American Customer Support Center, Xerox
Panel: Charlotte Baker, CEO, Digital Hands
Panel: Judith Platz, Senior Vice President, Global Customer Solutions, Approva
Panel: Carolyn Pineda, Vice President of Services, Intergraph
Panel: Susan McKay, Director Strategy and Alliance Development, EMC
Panel: Jodi Schilling, Vice President of Americas Consumer Support, Hewlett Packard
Panel: Roslyn Jones, Vice President, Global Education Services, Informatica
Location: Montego A
SERVICE DELIVERY - Aligning with Your Customer Srinivasa Deekshitulu, Service Delivery Manager, Hewlett Packard
Location: Jamaica A
SERVICE DELIVERY - Video Assisted Maintenance: How Field Engineering Support can be Improved Laurent Mellah, Business Development Manager, SAV NETWORK
Location: St. Thomas B
SERVICE STRATEGY - The SMB Services "Hot Seat" Moderator: Bill Rose, Founder and Vice President of Services Research, SSPA
Location: St. Thomas A
5:30 PM — 7:30 PM
Reception & Prize Drawings 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
7:30 PM — 10:00 PM
Women in Services Dinner: Five Things Every Woman Should Know to Become a More Effective Negotiator

Guest speaker: Helen Conroy, Founder, Piedmont Law Partners ($75 Additional Fee)

 Location: St. Croix AB
8:00 PM — 10:00 PM
Optional Networking Dinners Location: Meet in Main Lobby at 7:45 PM – Transportation on Own
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