TSW San Diego 2017 Schedule

Stay informed of all of the exciting events and insightful sessions the Technology Services World conference has in store.

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TSW Topics

The TSW San Diego 2017 conference is designed to help service leaders learn how to rethink offers, delivery processes, and organizational structure to maximize recurring revenues and deliver an exceptional customer experience. Our 2017 agenda will cover these priority topics:

  • How Customer Success is eating the traditional services model.
  • Customer Success offerings built off of existing service and support capability.
  • Driving customer experience initiatives throughout the services organization.
  • Funding Customer Success at scale.
  • Successful partnerships between Sales and Customer Success teams.
  • Identifying talent and resource throughout services for your Customer Success initiatives and teams.
  • Optimizing the Customer Success and Professional Services handshake.
  • Working with other service lines to drive revenue and adoption.
  • The role of Education Services in Customer Success.
  • Shared services/centers of excellence in a converged services model.
  • A collaborative approach to service fulfillment in the age of customer success.
  • The evolving role of the training partner in a subscription (recurring revenue) world.
  • Leveraging learning analytics to assess student engagement.
  • Sympathy for the Devil - Understanding the sales mindset to gain organizational alignment.
  • Post-it Notes, Pilots and Proof Points - Getting started with Expand Selling.
  • Emerging best practices in utilizing automation for real-time contextual selling to your install base.
  • Compensating (or not) and rewarding support personnel for lead generation.
  • Say it five times fast - Can you calculate your company's CAC, CEC and CRC?
  • Quota and measurement for professional and field services for sales-related activities.
  • Blurred Lines - Where does sales end and services begin in a XaaS world?
  • Leveraging Field Services in the LAER Model: driving adoption, expand selling, delivering higher value added services.
  • Service Delivery Channel Optimization: finding the right channel/channel partners to deliver the best service at the lowest cost.
  • Developing value added hardware service offers: from break fix, to dedicated service engineers, to managed services.
  • Managing the install base throughout the life of the product: asset management and spare parts.
  • Creating a new "service engineering" function that ensures consistent, efficient delivery of services.
  • Connecting the dots: developing internal process capability to deliver outcome based service offers.
  • Services and IoT: bringing delivery, product life cycle, and services marketing to the same table.
  • The relationship between Professional, Support and Managed Services.
  • The Managed Services financial model.
  • Shifting sales models when Managed XaaS is the product and the product is the service.
  • Compensating all the players.
  • End-to-end delivery automation from service strategy to continual service improvement.
  • Reducing internal friction and fighting when managed services eats everything.
  • Building new offers to generate recurring Professional Services revenue streams.
  • Optimizing the Professional Services and Managed Services handshake.
  • Optimizing the Professional Services and Customer Success handshake.
  • Removing organizational barriers to converged customer engagement models.
  • Resource management best practices in an era of converging services and recurring revenue offers.
  • Tech industry transformation and emerging PS talent management best practices
  • Defining the PS role across LAER.
  • Converging support and professional services in a single offer.
  • Implementing points and credit programs to keep premium offers dynamic.
  • Gathering insights on unmet customer needs.
  • Sizing the market opportunity for outcome-based service offers.
  • Getting through the revenue recognition knot hole.
  • Launch practices for new service offers.
  • Leveraging Renewal Specialists to renew all recurring revenues.
  • The blurring services lines: what does the new support organization look like? Where are the lines between Professional Services, Field Services, Education Services, Customer Success and Managed Services
  • The Support Services financial model: how and why to move beyond cost centers
  • Evolving Support Services talent practices and compensation models
  • Proactive Support: how Support and Customer Success can align to accomplish
  • Navigating the transition from on-premise product support to SaaS support
  • Converging service delivery resource pools
  • Achieving customer outcomes with outsourced support and/or partners
  • Creating a firm handshake between Professional Services and Customer Success
  • Partnering between Support and Customer Success
  • Leveraging the Channel for your XaaS offers
  • Swallowing the Fish: Navigating the transition from product to subscription revenue streams
  • Converging service portfolio management
  • Converging service delivery resource pools
  • Ensuring customer success through collaboration
    Emerging customer success teams are being created with resources from professional services, education, customer support, sales and product management. Social collaboration is required to share best practices and lessons learned across work teams and departments. What are the people/process/technology of effective collaboration, and how does improving knowledge sharing impact business results?
  • Are you listening to the increasingly social customer?
    With more than half of TSIA members now doing some sort of social media monitoring, what do these programs look like? What tools are being leveraged, who is driving the program, and what new processes are being created for customer support and customer success to learn from social interactions and react directly back to customers as needed?
  • Improving success of customer communities
    While the majority of TSIA members now have an online customer community, many companies report their community has gotten stale, is not attracting new members, and is not scaling up to handle a larger volume of support traffic. What are examples of effective community/forum implementations, how are they integrated into the customer portal, and how are customer experts/moderators recruited and encouraged to take the lead?
  • Should I care about Snapchat?
    While Twitter remains the top supported social media channel by B2B customer support teams, each year there are new social channels emerging. How should companies identify which social media channels they should support, and are there unique skills and/or processes required to support customers via Twitter, Facebook, LinkedIn, Snapchat, etc?
  • Crowdsourcing knowledge
    TSIA members struggle to find adequate resources to create and maintain knowledge, citing a lack of resources as a common denominator in KM program failure. Today’s more social customer is interested in a larger role in knowledge management for their technology providers. How can we harness the knowledge and passion of customers to contribute, edit and maintain knowledge? Different mechanisms can include Wikis, customer submitted content, accepting input and comments on existing knowledge, etc. What are the hazards and benefits of going the crowdsourcing route for knowledge?

Have something to say?

We're looking for industry professionals just like you to speak at TSW 2015 Service Transformations! By becoming a presenter, you will receive professional recognition for your accomplishments, raise your industry profile, and establish yourself as a thought leader in your field.

As an added bonus, speakers at TSW receive a complimentary registration to TSW. Contributing to TSW as a speaker is the most economical way to attend our industry's premier learning and networking event.

Apply to Speak

The application deadline is Friday, June 12, 2015. Apply today to be heard, be recognized, and share your expertise with your industry peers!

Speaker Qualifications & Conditions

Before you apply, be sure to read the speaker qualifications and conditions outlined below. Speaker guidelines, session requirements, and additional details needed for approved speaker applications can be found in the Speaker Guidelines PDF.

  • Speakers must be an employee of a TSIA member company, or a representative from a current authorized TSIA partner organization.
  • Only 1 complimentary registration is awarded per speaking session. Co-presenters must purchase an additional registration.
  • Commercial organizations are required to contract for speaking sessions.
  • Session topic must relate to at least one of this year's Transformation Topics.

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