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.

Join us for three days of thought-provoking sessions from industry leaders on topics that are applicable to every services business in the industry.

Login
 
 
Login
 

The TSW Las Vegas 2016 conference is designed to help service leaders learn how to align their business for growth and outcomes. Our 2018 agenda will cover these priority topics:

  • Optimizing customer success for LAER.
  • New customer success metrics and KPIs focused on LAER efficiency.
  • Organizational alignment within the “Big C” and “Little C” of customer success.
  • Creating a customer success culture in your organization.
  • New customer success compensation models.
  • Using customer success to achieve “vertical” business outcomes (healthcare, financial, etc.).
  • Using technology and automation within customer success.
  • Right-skilling the ES workforce. The movement to the cloud has necessitated new skills within ES organizations, such as collaboration, to build new offers with other service lines; rapid and agile content development, to meet the demands of a 90-day, or fewer, product revision cycle; data analytics, to understand students’ consumption behavior; customer success, to drive content consumption and renewal of ES subscription offers, and so on. What is your ES organization doing to “right” skill current employees?
  • Right-skilling the customer workforce. As baby boomers leave the job market and millennials enter, the common refrain is that there is a scarcity of skilled labor.  A study conducted by Career Builder states the following: “According to the survey, 68 percent of employers who said they were increasing their number of full-time, permanent employees in the first quarter (January 1 through March 31, 2017) currently have open positions for which they cannot find qualified candidates.” Finding skilled labor is a real challenge for most employers.
    • Is your ES organization focused on bridging the skills gap?
    • If so, what are you doing, and how are you doing it?
    • What programs/offers have you created to right-skill your customers’ employees and/or those who have not yet entered the job market?
  • Driving customer engagement. Social activity, as part of the learning experience, and badging programs, are two ways that ES members are driving customer engagement.
    • What is your ES organization doing to improve and drive customer engagement and continuous learning?
    • Please include before-and-after metrics to demonstrate the effectiveness of your approach.
  • Data analytics: The Holy Grail. Data collection and analysis is becoming ever more important in effectively running an education business. The sticking point for most ES organizations, however, is getting the data needed to do critical analyses.
    • How is your ES organization using data analytics to better serve its customers and the ES organization?
    • What tools are you using?
    • What types of dashboards have you created for usage with customers and internal executive management?
    • Provide examples of how the effective use of data has resulted in improved outcomes for your customers and/or has made a tangible difference to the ES organization.
  • New KPIs for education services. While the tried-and-true metrics for ES organizations are still important (e.g., margin, profit, instructor utilization, etc.), there are other critical KPIs against which ES should measure itself.
    • How is ES gauging its impact on product usage/consumption?
    • Does a trained and/or certified customer make fewer calls into support?
    • Does a trained customer/company have a higher product subscription renewal rate?
    • If ES has its own learning subscription, what is the ES subscription renewal rate?
    • What new KPIs/metrics is your ES organization tracking and monitoring?
    • How are you obtaining the data you need?
    • To whom are you reporting these new KPIs/metrics?
  • Optimizing the LAER model. Land-Adopt-Expand-Renew (LAER) is TSIA’s customer engagement model, and it has double meaning for education organizations. LAER can be applied to the ES business:
    • How is ES landing in accounts, driving content consumption (adoption), expanding the customer to other ES offers, and renewing learning subscriptions, training credits, or any ES offer that is sold on an annualized basis?
    • More importantly, the LAER model applies directly to the product: How can ES help land a product in an account, drive product adoption, expand a customer to new features/functions, and enable higher product subscription renewal rates?
    • What is your ES organization doing to support the LAER model both as it applies to education and to the product? Please share any programs/offers that have been developed to support the LAER model and metrics that demonstrate an uptick in landing, adopting, expanding, and renewing as it applies to both ES and to the product.
  • Innovative Customer Engagement Models for existing customers.
  • Using analytics to drive customer growth.
  • Getting started with expand – experiments you can try at home!
  • The partnership between Marketing and Services.
  • Working across functions to drive customer growth.
  • Engaging Services in the pre-sales process.
  • What should renewals reps do in upselling and cross-selling?
  • How far can Customer Success teams go in the sales cycle?
  • How field service organizations drive customer adoption of products and services. Best-practice examples include:
    • Establishing a Success Science Program that captures how a customer utilizes products. Services with the intent of replicating those best practices at other installations.
    • Drive adoption by providing information regarding newly released features that could benefit the customer during onsite incidents.
  • How organizations are utilizing knowledge management to move from break/fix to business value. Examples include use of knowledge management platforms to:
    • Formally solicit desired enhancements from customers.
    • Assess the customer's utilization of your products.
  • Talent management strategies to enable the field service engineer of the future, including learning and development strategies, new career paths, organizational structure changes, and new job descriptions.
  • IoT use cases for adoption monitoring: Collecting of data from products to drive adoption and improve performance.
    • The collection of both structured and unstructured data sets to create a “digital twin” for data analytics.
  • Artificial intelligence and machine learning success stories.
  • Defining managed services solutions that drive value.
  • Successfully scaling managed services delivery operations.
  • Managed services tools and technologies.
  • Consultative-led approaches to selling managed services.
  • Managed services solutions that blur the lines between other products and services.
  • Client management for managed services: The key to keeping and growing managed services.
  • Leveraging delivery and channel partnerships for new managed as-a-service models.
  • Optimizing Professional Services to profitably help land sales.
  • Professional Services as an expand sales engine.
  • Correlating Professional Services to renewal success.
  • Enabling partners to drive the customer value journey.
  • Best practice Professional Services offers that maximize customer adoption.
  • Best Professional Services practices in engineering customer outcomes.
  • Accelerating (and quantifying) customer time to value with Professional Services offers.
  • Jump starting your team to take on the renewal charter for subscriptions.
  • Evolving role of the renewal specialist.
  • The role of channel partners with renewing subscriptions.
  • Converging Service Product Management into a single portfolio management team.
  • Harmonizing offers across service lines into a Customer Success portfolio.
  • Driving and measuring support employee engagement; creating emotionally connected employees is vital to creating a LAER Effective Company.
  • Identifying and addressing missing or emerging skills necessary for support employees;  the increasingly competitive job market is exposing significant skill gaps; Support organizations are working to get ahead of this looming problem and struggling to fill vital positions.
  • Support talent retention; techniques for Support organizations to retain their key talent and reduce double-digit attrition rates.
  • Staying relevant and fearless in the age of digital transformation; techniques for motivating,  re-training, and encouraging Support employees who are facing constant disruption.
  • Creating a support organizational structure to ensure customer and employee success.
  • Support talent development in the age of digital transformation; tips for establishing a strategic support talent development function focused on current and emerging roles.
  • Swarming in Support organizations; how swarming is helping to create stronger teams focused on problem solving.
  • The use of technology to better assess employee engagement, and how this data is reported both to executives and to employees.
  • Effective knowledge sharing and collaboration techniques.
  • Digital Support transformation and the LAER model; successes, challenges and member company journeys.
  • How has data analytics brought services and sales in alignment at your company?
  • Based on win rate and other performance indicators, how do service data analytic driven leads compare to other leads?
  • How do you fine tune your predictive models for expansion and renewal opportunities?
  • How do you validate prescriptive scripts and success plays, used by success and sales teams, aimed at driving adoption and expansion?
 

Have something to say?

We're looking for industry professionals just like you to speak at TSW Las Vegas 2018! 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 15, 2018. Apply today to be heard, be recognized, and share your expertise with your industry peers!

Questions

For questions regarding the Call for Speakers, contact Christi Holzer, TSIA’s Senior Manager, Conference Programs & Technology.

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 topics.

The TSW Las Vegas 2018 conference theme is “The LAER-Effective Company.” For information around the theme, please refer the research publication, “The Four Phases to Becoming LAER Efficient.” Before applying to speak, please review the list of speaking topics we’ll be covering in our 2018 agenda.

 

The Call for Speakers for Technology & Services World Las Vegas 2018 is currently closed. If you have questions or are interested 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.

Are You a Product Leader? Come to Product Next!

Get TSIA’s insights tailored to the world of Product.

© Copyright 2018 Technology Services Industry Association

Scroll to Top