Education Services Sessions



ES = Education Services
FS = Field Services
PS = Professional Services
R = Service Revenue Generation
SS = Support Services




Monday, May 07, 2012

8:00 AM – 1:00 PM
Session Title
Presenter
Discipline
Track
Location
 
Pre-Conference Professional Development Program ($495)
2:00 PM – 3:00 PM
Session Title
Presenter
Discipline
Track
Location
 
Powering Up to Lead: Help Manage Your Company's Service Thinking
J.B. WoodTSIA
ES | FS | PS | R | SS
Keynote
TBD
3:00 PM – 4:00 PM
Session Title
Presenter
Discipline
Track
Location
 
Solving the Unsolvable Challenges of Embedded Services
Thomas LahTSIA
ES | FS | PS | R | SS
Keynote
TBD
4:15 PM – 5:15 PM
Session Title
Presenter
Discipline
Track
Location
 
Concurrent Breakout Sessions - TSIA POWER HOUR
Service Collaboration: Accelerating Time to Product Value
Maria Manning-ChapmanTSIA
ES
Service Strategy
TBD
Social Support: Battle-Hardened Lessons from Top Practitioners: A Panel Discussion with Leading Social Media Strategists in Tech Services
Shawn SantosTSIALois Marie TownsendHewlett-PackardRadha Penekelapatisalesforce.comToby RichardsMicrosoft
ES | FS | PS | SS
Service Social Media & Online Support
TBD
The 2012 TSIA Technology Heatmap: Service Technology Spending and Adoption Trends
John RagsdaleTSIA
ES | FS | PS | SS
Service Operations
TBD

Tuesday, May 08, 2012

8:30 AM – 9:00 AM
Session Title
Presenter
Discipline
Track
Location
 
Service Transformation
ML KrakauerEMC
ES | FS | PS | R | SS
Keynote
TBD
9:00 AM – 9:30 AM
Session Title
Presenter
Discipline
Track
Location
 
How the C-Suite Thinks About Services
Thomas ArcherPwC
ES | FS | PS | R | SS
Keynote
TBD
9:45 AM – 10:45 AM
Session Title
Presenter
Discipline
Track
Location
 
Concurrent Breakout Sessions
Authoring Topic-Based Training Content
Spencer CuttingPTC
ES
Service Strategy
TBD
11:00 AM – 12:00 PM
Session Title
Presenter
Discipline
Track
Location
 
Concurrent Breakout Sessions - SERVICES TECHNOLOGY ADVANTAGE
12:00 PM – 2:00 PM
Session Title
Presenter
Discipline
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Location
 
Lunch and Theater Solution Sessions in the TSW | EXPO
2:00 PM – 3:15 PM
Session Title
Presenter
Discipline
Track
Location
 
Concurrent Workout Sessions
Leading and Lagging Practices in Social Media: Interactive Workout Session Explores Peer Insights in Social Support
Shawn SantosTSIA
ES | FS | PS | SS
Service Social Media & Online Support
TBD
Education in a Cloud World: Building a Global and Scalable Learning Community
Robert CastanedaCustomWare
ES
Service Delivery
TBD
4:00 PM – 5:00 PM
Session Title
Presenter
Discipline
Track
Location
 
Concurrent Breakout Sessions
Get a Seat at the Executive Table: Accelerate Customer Success and Optimize Costs
Daniel WestInformatica
ES
Service Strategy
TBD

Wednesday, May 09, 2012

9:45 AM – 10:45 AM
Session Title
Presenter
Discipline
Track
Location
 
Concurrent Breakout Sessions
The Long and Winding Road: Tellabs' Journey from a Regional to Global Education Services Business Model
Tomi UrhoTellabs
ES
Service Operations
TBD
12:30 PM – 2:30 PM
Session Title
Presenter
Discipline
Track
Location
 
Awards Luncheon and Closing Keynote - Lessons Unlearned: 25 Years in Customer Service
John RagsdaleTSIA
ES | FS | PS | R | SS
Keynote
TBD