TSW Las Vegas 2017 Conference Schedule

The TSW schedule is coming soon, stay tuned! We'll have three days of thought-provoking sessions from industry leaders on topics that are applicable to every services business in the industry.

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

The web version of the TSW schedule is currently down. Please view the full conference schedule in a printable format until we're back online. Sorry for the inconvenience.

Monday, October 23
7:00 AM - 6:00 PM Registration and Information
1:00 PM - 1:10 PM All About TSIA
1:10 PM - 1:20 PM Making the Most of Your TSW Conference Experience
2:00 PM - 4:00 PM Opening Keynotes
4:00 PM - 4:15 PM Break
4:15 PM - 5:15 PM Concurrent TSIA Power Hour
5:15 PM7:15 PM Welcome Reception in the TSW | EXPO
Tuesday, October 24
7:30 AM - 6:00 PM Registration and Information
7:30 AM - 8:30 AM Grab and Go Coffee and Bites
8:30 AM - 9:30 AM Keynote
9:30 AM - 9:45 AM Break
9:45 AM - 10:45 AM Concurrent Breakouts
10:45 AM - 11:00 AM Break
11:00 AM - 12:00 PM Concurrent Breakouts
12:00 PM - 1:30 PM Lunch and EXPO Breakout Sessions in the TSW | EXPO
1:30 PM - 2:30 PM Keynote
2:30 PM - 3:30 PM Refreshment Break and EXPO Breakout Sessions in the TSW | EXPO
3:30 PM - 4:30 PM Concurrent Service Technology Advantage Case Study
4:30 PM - 4:45 PM Break
4:45 PM - 5:45 PM Concurrent Breakouts
5:45 PM - 7:45 PM Reception in the TSW | EXPO
Wednesday, October 25
7:30 AM - 2:00 PM Registration and Information
7:30 AM - 8:30 AM Grab and Go Coffee and Bites
8:30 AM - 9:30 AM Keynotes
9:30 AM - 10:00 AM Break in the TSW | EXPO
10:00 AM - 11:15 PM TSW | EXPO - Final Opportunity
10:00 AM - 11:00 AM Concurrent Breakouts
11:00 AM - 11:15 AM Break
11:15 PM - 12:15 PM Closing Keynote

The TSW Las Vegas 2016 conference is designed to help service leaders learn how to align their business for growth and outcomes. Our 2017 agenda will cover these priority topics:

  • The customer success manager (CSM) role in LAER
  • Enabling customer success to predict renewal and expansion opportunities
  • Monitoring customer health through their journey
  • Customer success delivered through channel partners
  • Mapping the customer experience
  • Enabling customer success for on-premise customers
  • Best practices for education services subscription renewal
  • Optimizing the LAER model for education services
  • How education services can partner with other service lines to support the customer journey
  • Applying learning analytics to validate customer outcomes
  • How education services can use social platforms to drive engagement, community, and continuous learning
  • Using badging to drive customer loyalty and product adoption
  • How Sales, Marketing, and Services can work together to drive customer growth
  • The STAR protocol: How far in the sales process can services go?
  • The "E" in LAER: Expanding the scope of what your Services and Customer Success teams can do
  • Gaining organizational alignment around expand selling
  • Sympathy for the Devil: How to "speak sales" to gain organizational alignment
  • Turning a service incident into an adoption opportunity
  • Cross-sell and upsell with your field service engineers
  • Driving renewals with differentiated support and maintenance account management processes
  • Building data models to enable predictive and proactive support
  • Blurring the lines between data analytics, physics, and applied engineering to optimize customer operations
  • Building the digital value chain to capture structured and unstructured data from your connected product
  • Delivering customer outcomes with Product-as-a-Service offers
  • Successfully selling managed services
  • The human side of managed services delivery
  • Organization models in managed services that drive customer success
  • Defining market-focused managed services offers
  • The impacts of managed services delivery automation on customer satisfaction
  • Proven Land, Adopt, Expand, and Renew (LAER) plays for managed services
  • Professional services as a LAER engine
  • Enabling partners to drive the customer journey
  • Effectively integrating professional services into the solution selling motion
  • Best practice professional service offers that optimize customer adoption
  • Engineering customer outcomes
  • Outcome-based service offers
  • Obtaining line of sight to customer initiatives and KPIs
  • Monetizing customer success plans
  • The role of renewal specialists with driving adoption
  • Reinforcing value during the renewal process
  • Support service’s expanding role in the customer journey
  • Leveraging support as a differentiator in the customer experience
  • Creating a customer engagement strategy to align with customer experience
  • Evolving support metrics to measure the customer journey
  • Transforming the online customer experience
  • Insight into the customer journey through proactive social listening
  • How to measure and monitor the end-to-end customer journey
  • Creating an effective online customer engagement strategy
  • Leveraging knowledge to improve the customer experience
  • Boosting adoption with self-help imbedded in applications
  • Differentiate customer journeys at scale
  • Validate the ROI of customer journeys

Impact of Financial Accounting Standards Board's (FASB's) newly released Accounting Standards Update (ASC 606) on:

  • Revenue recognition in multi-element deals
  • Discounting policies
  • Sales commission
  • Impact on subscription revenues
TSW Transformation Topics

Call for Speakers

The Call for Speakers for Technology Services World Las Vegas 2017 is currently closed. If you have questions our are interested in in speaking, please contact Christi Holzer, Senior Manager, Conference Programs and Technology.


TSW 2016 San Diego Schedule at a Glance

We will have three days of stellar speakers discussing the latest trending topics. Stay tuned for schedule details.

Driving customer adoption and delivering outcomes can be a major shift for most service organizations, and one that requires a complete rethinking and overhaul of many traditional systems, structures, and processes. The TSW Service Transformations conference is designed to help service leaders learn how to efficiently drive strategic and operational business change to position their companies for success in the age of B4B. Our 2015 agenda will cover these priority transformation topics:

  • Which data to capture and analyze
  • Analytics tools
  • Predicting renewal
  • Predicting expansion opportunities
  • Predicting customer outcomes
  • Critical drivers of customer success and adoption
  • Using analytics to deliver proactive support
  • Funding models
  • Organizational structure
  • Adoption monitoring and assessment
  • Compensation models
  • KPIs
  • Implementing the right service hooks for a fully connected product
  • Customer success product features
  • Mobile enablement
  • In-product performance support
  • Account coverage models for XaaS offers
  • Expand selling
  • Channel enablement
  • Outcome engineering
  • Extreme automation
  • Remote delivery
  • Global resource shared delivery pools across service lines
  • Service's new role in delivering business outcomes
  • Knowledge sharing and collaboration
  • Aligning offers to business value
  • Adoption and outcome service offers
  • Value-based subscription pricing
  • Consolidating delivery resources
  • Emerging skill requirements for services
  • Reporting models of renewal and expand selling resources
  • Resources dedicated to driving adoption
TSW Transformation Topics

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.

Access the Conference Schedule

See what you'll learn from the tech industry's top thought leaders.

Support Las Vegas Victims Relief Fund

25% of new registration fees will be donated to Las Vegas victims.

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