Support 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)
Contact Center Bootcamp: Optimizing for Maximum Efficiency and Effectiveness
Sharon PettigrewCall Center Group
FS | SS
Professional Development Course
TBD
Winning Support Websites: From Assessment to Customer Love
Francoise TourniaireFT Works
FS | SS
Professional Development Course
TBD
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
Demystifying Service Revenue Growth
Julia StegmanTSIA
FS | R | SS
Service Sales & Marketing
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
Channel Optimization and Why This Matters to Your Business
Sally FosterTSIA
FS | SS
Service Delivery
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
Is the Juice Worth the Squeeze? Best Practices in Services Revenue Generation
Phil NanusSymantec
FS | PS | R | SS
Service Sales & Marketing
TBD
Award-Winning Best Practices in Mission Critical Hardware Support
Jim WilsonOracle
FS | SS
Service Delivery
TBD
Leverage Chat to Empower Customer Self-Help and Increase Utilization of Your eServices Support Channels
Julie LarsenEMCChris GardnerEMC
FS | SS
Service Social Media & Online Support
TBD
Driving KCS Adoption and Improvement
David KayDB Kay & AssociatesDevra StruzenbergGenesys
FS | SS
Service Delivery
TBD
Case Studies in Resolution Improvement
Dave BrownSupport Center UniversityBill RoseBill Rose I.N.C.
FS | SS
Service Delivery
TBD
Measure Twice: Cut the Useless Metrics
Francoise TourniaireFT WorksScott SieperAutodesk
FS | SS
Service Operations
TBD
11:00 AM – 12:00 PM
Session Title
Presenter
Discipline
Track
Location
 
Concurrent Breakout Sessions - SERVICES TECHNOLOGY ADVANTAGE
Case Study presented by Clarabridge and their Customer
Clarabridge
FS | SS
Services Technology Advantage Case Study
TBD
Case Study presented by Consona and Audatex
Joni OrtbringAudatex, a Solera CompanySpeaker to be AnnouncedConsona
FS | SS
Services Technology Advantage Case Study
TBD
Case Study presented by ISOdx and their Customer
ISOdx
FS | SS
Services Technology Advantage Case Study
TBD
Case Study presented by noHold and their Customer
noHold
FS | SS
Services Technology Advantage Case Study
TBD
Case Study presented by ServiceSource and their Customer
ServiceSource
FS | SS
Services Technology Advantage Case Study
TBD
Case Study presented by LivePerson and their Customer
LivePerson
SS
Services Technology Advantage Case Study
TBD
Cirrus, Cumulus, Stratus: All Clouds Are Not the Same. What Critical Challenges Arise and What Are 5 Key Things You Should Consider When Supporting Customers of Complex Cloud Solutions?
Kellie GreenParallelsClark HobsonDatacom Group
SS
Services Technology Advantage Case Study
TBD
12:00 PM – 2:00 PM
Session Title
Presenter
Discipline
Track
Location
 
Lunch and Theater Solution Sessions in the TSW | EXPO
12:20 PM - Solution presented by Sykes Enterprises. Second Session to be Announced.
Sykes Enterprises
FS | SS
EXPO Theater Solutions
TBD
2:00 PM – 3:15 PM
Session Title
Presenter
Discipline
Track
Location
 
Concurrent Workout Sessions
Current Service Business Challenges in the Healthcare Market
Member Facilitator to be Announced
FS | SS
Service Delivery
TBD
A Proactive Take on Interaction Channel Management
Member Facilitator to be Announced
FS | SS
Service Delivery
TBD
Panel: Industry Leaders are Actively Evolving their Business Models for Growth
Christophe BodinBMC SoftwareJulia StegmanTSIA
FS | R | SS
Service Sales & Marketing
TBD
KPIs: What Should You be Measuring?
Syd GarrettCisco SystemsFrank ColemanEMC
FS | SS
Service Operations
TBD
Leading with Account Services Teams: What Are They and How Can They Lead to Better Business Results?
Sally FosterTSIA
FS | SS
Cloud Services
TBD
The Emergence of Consumption Analytics in a Cloud World
Tom RichTSIA
FS | SS
Cloud Services
TBD
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
A Services Maturity Framework for Industrial Technology Service Providers
TSIA Facilitator to be Announced
FS | SS
Service Delivery
TBD
4:00 PM – 5:00 PM
Session Title
Presenter
Discipline
Track
Location
 
Concurrent Breakout Sessions
Moving Beyond Standard Metrics
Phil VerghisThe Verghis GroupKaren LimPitney BowesJanet RameyCisco Systems
FS | SS
Service Operations
TBD
Blending Knowledge Management and Social Media for Service and Support
Lynn LlewellynVMwareKevin MittsVMware
FS | SS
Service Social Media & Online Support
TBD
Award-Winning Best Practices in Complex Applications Support
Charlotte BakerDigital Hands
FS | SS
Service Delivery
TBD
Award-Winning Best Practices in Partner Management
John WhalenCisco Systems
FS | SS
Service Delivery
TBD
Managing Churn
Daniel BankertEVaultRobin PieracciEVault
FS | R | SS
Service Sales & Marketing
TBD

Wednesday, May 09, 2012

9:45 AM – 10:45 AM
Session Title
Presenter
Discipline
Track
Location
 
Concurrent Breakout Sessions
Building VoC Playbook Strategy that Continuously Exceeds Customer Expectations
Dennis GershowitzDG Associates
FS | SS
Service Operations
TBD
Cloud Support Structure and Strategy
Summer MaynardRed Hat
FS | SS
Cloud Services
TBD
Secure Cloud Communications
Torsten RaakSiemens Enterprise Communications
FS | R | SS
Cloud Services
TBD
Award-Winning Best Practices in Online Support
Bill SkeetCisco SystemsJeff DavisCisco Systems
FS | SS
Service Social Media & Online Support
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