Growing Customers Successfully - TSW 2017 · I’m delighted that you’re attending the conference...

P R E S E N T E D B Y T S I A | O C T 1 9 - 2 1 , 2 0 1 5 | L A S V E G A S

C O N F E R E N C E P R O G R A M

Growing Customers Successfully

2 | TSW 2015 Service Transformations

I’m delighted that you’re attending the conference this week. We’ve put together an incredible program to help you take your service business to the next level of performance and Grow Customers Successfully.

We have over 100 of your industry peers and thought leaders presenting this week to share stories about how they’re driving growth from existing customers. This includes eight powerful keynote speakers who will offer insights than can help you accelerate your revenue improvement initiatives.

I strongly encourage you to use the TSW App to get the most out of the conference experience. You can use the app to view and filter sessions, build a customized agenda, and explore the solutions on display in the TSW | EXPO. It’s also a powerful tool to help you connect and interact with other attendees.

Because networking is one of the top reasons people attend TSW conferences, we have plenty of time for you to interact with your peers from morning until night.

Finally, you won’t want to miss our Gala Awards Luncheon on Wednesday where we’ll recognize companies who have achieved the pinnacle of success in our industry. This includes announcing winners of the 2015 STAR Awards and acknowledging companies that have achieved certification by TSIA.

There’s a lot to take in. I encourage you to attend as many sessions as possible, meet with our Partners in the TSW | EXPO, and take full advantage of this tremendous opportunity to learn from and interact with your peers.

Cheers,

Thomas Lah Executive Director, TSIA

Welcome to TSW 2015 Service Transformations!

Program ContentsWhat’s in Store at TSW .......................................................................................................... 3

Schedule-at-a-Glance ........................................................................................................... 5

Monday Session Details ...................................................................................................... 10

Tuesday Session Details ...................................................................................................... 11

Wednesday Session Details ................................................................................................. 14

TSW | EXPO ......................................................................................................................... 19

TSIA Executive & Advisory Boards ...................................................................................... 20

Venue Map ........................................................................................................................... 31

TSW 2015 Service Transformations | 3

What’s in Store at TSW

TableTopic Breakfasts Join your peers for a TableTopic Breakfast where service

practitioners engage in open discussion about common

industry issues, including Building Adoption Services

That Help Grow Customers, Developing Expand Selling

Capabilities, Leveraging Customer Success to Grow

Customers, Applying Analytics to Drive Revenue Expansion.

These free-flowing interactive sessions are yet another

opportunity for you to discuss your key challenges and

collect valuable new ideas and industry contacts. TableTopic

Breakfast discussions will take place on Tuesday and

Wednesday mornings in the TSW | EXPO at 7:30 AM

with the same topics repeated each morning.

Women in Services Networking Event Technology services industry leaders and guests, representing

the who’s who in the industry, will come together at the

Women in Services “45 for $45”, one of TSW’s premier social

events. It is a unique, fun, and much-anticipated information

sharing and networking activity that supports the Dress for

Success charity. The activity will be held in the Bristlecone

Ballroom (Lower Level, Room 8) on Tuesday at 7:30 PM.

There will be drinks, light bites, raffles, auctions, and fun.

Awards Gala and LuncheonThe TSIA Awards Gala Celebration is one of the most

important and prestigious events at TSW. Attending this

luncheon is a sure way to end your conference experience

on a high note, leaving you with the inspiration to stay on the

forefront of your field. The awards themselves place a spotlight

on companies that are focused on service transformation,

innovation, customer success, and delivering business

outcomes. Three types of awards comprise the closing

day ceremony: Star Awards, Support Staff Excellence, and

Operational Best Practices Program Certification. Join us on

Wednesday at 12:30 PM.

Game Day with the TSW AppEnjoy a little fun competition among colleagues! Download

the TSW App and earn points for your activity during the

conference. You’ll receive 10 points for each survey you

complete, 5 points for uploading a profile picture, 3 points

for sharing photos, 2 points for status updates and check-ins,

and 1 point for posting and liking comments. The top ten

point leaders will be entered in a drawing with three lucky

winners! Contest ends Wednesday at 12:45 PM.


Monday, October 19TIME SESSION TITLE LOCATION

7:00 AM Registration and Information Bluethorn Foyer

1:00 PM All About TSIA Pinyon 1

1:10 PM Making the Most of Your TSW Conference Experience Pinyon 1

2:00 PM Keynote | Growing Customers Successfully J.B. Wood, President and CEO, TSIA

Bristlecone Ballroom

3:00 PM

Keynote | Microsoft’s Learnings on Designing and Executing Adoption Programs for Cloud-Based Services Kristen Kliphouse, Corporate VP, Customer Services & Support, Microsoft


3:30 PM TSIA Special Announcements Bristlecone Ballroom

4:00 PM Break Bluethorn Foyer

4:15 PM TSIA Power Hour Breakout SessionsSee “Schedule Details” on page 10 for full list.

5:15 PM

Welcome Reception in the TSW | EXPOExplore the latest products and services offerings all under one roof. Use the TSW App to vote for the Best in Show, and be entered for prize drawings.

Pinyon Ballroom

Access the TSW App for Full Session Details SCHEDULE-AT-A-GLANCE


Tuesday, October 20

5:15 PM Welcome Reception in the TSW | EXPO

TIME SESSION TITLE LOCATION


7:30 AM Breakfast and TableTopic Sessions in the TSW | EXPO Pinyon Ballroom

8:30 AM

Keynote | Big Data, Big Deal: Unlock the Power in Your Digital Business Kevin Roche, President, EMC Global Services, EMC


9:00 AM

Keynote | Service… The New Sales Martin Burvill, SVP, Global Operations, Verizon Enterprise Solutions


9:30 AM Break Bluethorn Foyer

9:45 AM Service Technology Advantage Case Study Breakout SessionsSee “Schedule Details” on page 11 for full list.


11:00 AM

Keynote | Retain and Grow: How Marketo is Blending Sales and Services Motions to Drive Growth Jason Holmes, Chief Customer Officer, Marketo


11:30 AM

Keynote | Turbocharge Revenue by Driving Business Outcomes: Winning in a Results-Obsessed World Riaz Raihan, Chief Solutions Officer & Global SVP, Value Engineering, Infor


SCHEDULE-AT-A-GLANCEAccess the TSW App for Full Session Details


Tuesday, October 20TIME SESSION TITLE LOCATION

12:00 PM Lunch and EXPO Breakouts Sessions in the TSW | EXPOEXPO Sessions begin at 12:20 PM and 1:10 PM.

Pinyon BallroomSee “Schedule Details” on page 11 for full list.

2:00 PM Breakout/Workout SessionsSee “Schedule Details” on page 11/12 for full list.

3:00 PM Break in the TSW | EXPO Refreshments served. Meet with products and services partners during this dedicated afternoon TSW | EXPO break.

Pinyon Ballroom

3:30 PM Breakout/Workout SessionsSee “Schedule Details” on page 12/13 for full list.

4:30 PM Break Bluethorn Foyer

4:45 PM Breakout/Workout SessionsSee “Schedule Details” on page 13 for full list.

5:45 PM

Reception in the TSW | EXPOExplore the latest products and services offerings all under one roof. Use the TSW App to vote for the Best in Show, and be entered for prize drawings.

Pinyon Ballroom

7:30 PM Women in Services Networking EventAdditional fee: Sign-up at Registration and Information.

Bristlecone 8

SCHEDULE-AT-A-GLANCEAccess the TSW App for Full Session Details Access the TSW App for Full Session Details


Wednesday, October 21TIME SESSION TITLE LOCATION


7:30 AM Breakfast and TableTopic Sessions in the TSW | EXPO Pinyon Ballroom

8:30 AM Keynote | Outcome Engineering Thomas Lah, Executive Director, TSIA


9:30 AM

Keynote | Re-imagining Business for the Digital Transformation Bernd Welz, SVP Global Knowledge, Packaging, Scale Enablement & Content Development, SAP AG



10:00 AM TSW | EXPO HourFinal opportunity to meet with products and services partners.

Pinyon Ballroom

10:15 AM Breakout/Workout SessionsSee “Schedule Details” on page 14 for full list.


11:30 AM Breakout/Workout SessionsSee “Schedule Details” on page 14/15 for full list.

12:30 PMTSIA Awards Gala Celebration End your conference experience on a high note. An afternoon filled with live music, celebration, and inspiration.


SCHEDULE-AT-A-GLANCEAccess the TSW App for Full Session Details


SESSION TITLE SPEAKER DISCIPLINE LOCATION

TSIA Power Hour Breakout Sessions | 4:15 PM – 5:15 PM

Adoption Services that Drive the Win-Win: Engaged Customers that Spend More Money!

Julia Stegman, TSIA PC E X F R Bristlecone 4

Customer Success: The Insights You Need to Drive Transformation

Peter Armaly, TSIA C Bristlecone 10

Expand Selling: Building a Strategic Framework for Growing Customers Successfully

Mark Middlekamp, TSIA X Bristlecone 3

Growing Managed Services: The Gift That Keeps on Giving George Humphrey, TSIA M Pinyon 1

Optimizing Professional Services for LAER Bo Di Muccio, TSIA P Pinyon 2

Redefining KM: Merging Knowledge, Content, Collaboration, and More

John Ragsdale, TSIA M PC E F Pinyon 3

Service Delivery Channel Optimization and LAER Vele Galovski, TSIA C F Bristlecone 8

Technical Support Excellence: A Leading Indicator of Customer Success

Tom Pridham, TSIA Dan Pratt, Avaya

Patricia Lughezzani, MarketoMatthew Stauble,

Palo Alto NetworksGreg Marchwinski, Juniper Networks

Claire Shields, Verizon Enterprise Solutions

C P Bristlecone 7

Using Learning Analytics to Optimize Customer AdoptionMaria Manning-Chapman, TSIA

Jeremy DalleTezze, TSIA E Bristlecone 2

What Are the Key Competencies, Skills, and Tools Necessary for Support Organizations to Deliver Outcome-Based Support Solutions to Their Customers?

Judith Platz, TSIA C Bristlecone 9

Monday, October 19

Access the TSW App for Full Session Details SESSION DETAILS

Outcome Engineering keynote session is sponsored by

Growing Customers Successfully keynote session is sponsored by

Services Organizational Structure Transformation track is sponsored by

Monday Reception in the TSW | EXPO is sponsored by

Services Executive Dinner is sponsored by

THANK YOU TO OUR SPONSORS


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Access the TSW App for Full Session Details


Service Technology Advantage Case Study Breakout Sessions | 9:45 AM – 10:45 AM

A Hardware Company Making The Service Transformation to Software

David Yoffie, PwCTodd Regonini, Brocade PC RF Bristlecone 10

Building User Adoption Into Your Enterprise SoftwareNathan Pfrimmer, OpenText Phil Volpe, ANCILE Solutions PC E R Bristlecone 8

CFO Confidential: Insider-Only Tips to Grow Your Customers, Your Company, and Your Career

Ken Judd, Keste Changepoint speaker

to be announced P Bristlecone 7

Enterprise Professional Services Transformation in the CloudEdward Marshall, NetSuite

Customer speaker to be announced

P R Bristlecone 4

Service Technology Advantage Case Study Presented by CSS Corp and Their Customer

Speakers to be announced Pinyon 1

Service Technology Advantage Case Study Presented by ServiceSource and Their Customer

Speakers to be announced R Pinyon 2

Service Technology Advantage Case Study Presented by Sutherland Global Services and Their Customer

Speakers to be announced Pinyon 7

Support, Service, and the Looming Internet of ThingsPeter Zeinoun, LogMeIn

Ratul Sengupta, Sutherland Global Services

M PC F R Bristlecone 3

The New Services Paradigm: Successfully Transitioningto A Customer Centric Business with PSA

Chad Wolf, Verint SystemsLori Ellsworth, FinancialForce.com C P Pinyon 3

Unlocking the Power of Video ChatDan Pratt, Avaya

Michael Serpan, Convergys C Bristlecone 2

Why Customer Experience is Vital to Your Company’s SuccessHeather Shafer, Snap-on

Oscar Alban, Verint Systems C Bristlecone 9

EXPO | Breakout Sessions | 12:20 PM – 1:00 PM

Improve Services Profitability with FinancialForce PSADarrell Kalichak,

FinancialForce.com M P R Pinyon 8

Social Media for Customer Support: Sony PlayStation’s JourneyNick Sellers, Sykes Enterprises

Catherine Jensen, Sony Computer Entertainment

MC X R Pinyon 7

EXPO | Breakout Sessions | 1:10 PM – 1:50 PM

A Data-Driven Life Cycle Approach to Grow Your Top Line and Retain More Customers

Rob Schlanser, ServiceSource International MC R Pinyon 8

Breakout/Workout Sessions | 2:00 PM – 3:00 PM

“There Will Be Blood”: A Story of Vision, Barriers, and Madness, Focusing on a Global Software Company in the Early Days of Transforming to a B4B Business

David McKenney, Bentley Systems M P Pinyon 1

1+1=3: Cloud + Managed Services = Triple Win Peter Flynn, Axway M Pinyon 7

10X: From Service Offers to Solutions and Outcomes Tom Schmidt, Cisco Systems RC X P Bristlecone 4

A Service Account Management Team’s Journey into Growing Customer Revenues

Christy Evans, Vital Images RC X P Bluethorn 8

Tuesday, October 20

SESSION DETAILSAccess the TSW App for Full Session Details




Aligning PS to Sales and Living to Tell the Tale Ken Hirschkind, Pegasystems P Pinyon 2

Enabling Customer Success through a Proactive and Responsive Support System

Joey Fister, Avaya Dale Gundy, Avaya C Bristlecone 8

Improving Customer Success with Self-Solve Bryan Lindley, Hewlett Packard C Bristlecone 7

Installed-Base Engineering: A Design for Support Approach Dan Anderson, Elekta F Bluethorn 9

Knowledge Sharing and Collaboration (Workout)Kevin Chasey,

Tokyo Electron America Vele Galovski, TSIA

C F Bristlecone 2

Medidata Academy: Leveraging Cloud, Social, and Mobile Technologies for Comprehensive Customer, Partner and Employee Enablement

Daniel Klein, Medidata Solutions E Bluethorn 7

Optimizing the Sale and Renewal of Maintenance through Channel Partners

Don Jones, Infor Peg Rodarmel, Infor R Bristlecone 3

Revolutionize Training Effectiveness with Learning Analytics: X.API Deployed

George Churchwell, Tech 2000 E Bluethorn 6

Shedding Tiers and Winning the Hearts and Minds of Your Customers and Your Team

Dave Baca, ANCILE Solutions Michael Domingues, ANCILE Solutions

C Bristlecone 9

The Measure of Success: How Customers and Companies Need to Align in Measuring Success

Kristina Lengyel, Kronos P Pinyon 3

Transforming a 95-Year-Old Manufacturing Company from Product to Customer Focus

Karen Lim, Pitney Bowes C F Bristlecone 1


Adoption Services: Choosing the Right Path to Grow Your Business (Workout)

Phil Lora, EMCJulia Stegman, TSIA C X R Bristlecone 4

Bridging the Knowledge Gap Quickly and Efficiently: Leveraging Content from Industry Leaders

John Lira, Informatica E Bluethorn 6

Building a Dedicated Professional Services Sales Force (Workout)

Kyle Andrews, Pretium Partners Bo Di Muccio, TSIA P Pinyon 1

Customer Outcome Engineering Jens Bernotat, SAP AG PX R Bluethorn 8

Delivering That Customer Experience Just Got Tougher!Dennis Gershowitz,

DG Associates Lloyd Howlett, Corptax

F Bristlecone 7

Flexible Support Services, Enabling Effective Expand Selling Chris Tracey, Hewlett Packard R Bristlecone 3

How Transactional Excellence Drives Services Transformation Justin Adams, Alfresco Software C Bristlecone 8

Improving Professional Services Margins Paul Hofstadler, Mentor Graphics P Pinyon 3

Measuring the Value of Service Transformation (Workout)David Kay, DB Kay & Associates

Sean Murphy, Riverbed Technology

C Bristlecone 10

Moving to Outcome-Based Service OfferingsAmy Westlake, Apptio

Ngoc Le, ApptioNeal Mulnick, Apptio

P R Pinyon 2

Tuesday, October 20


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Rethinking Field Support Services through the Lens of Strategic Pricing

Timothy Matanovich, Value and Pricing Partners

Mamali Zarringhalam, Nikon Precision

F R Bristlecone 2

The Future of Driving Growth in your Managed Services Client Base

Ed Nalbandian, Enabling Managed Services

George Humphrey, TSIAM Pinyon 8

Things I Should Have Known Before Moving to a Managed Service

Al Gray, Bentley Systems M Pinyon 7

Timeline to ROI: How Education is Changing the Game! Robin Gunn, VMware E Bluethorn 7

Transforming and Scaling a Customer Success Organization in a Hyper-Growth Company

Michael McKee, Rapid7 C Bristlecone 9

Using Analytics to Drive Customer Outcomes and Increase Adoption

Jeremy DalleTezze, TSIA George Church, Bentley Systems

Frank Coleman, EMC

PC E X F RM Bristlecone 1


5 Keys to Successful Managed Services Sales Growth (Workout)Bill Hall, Pretium Partners George Humphrey, TSIA M Pinyon 8

A Blueprint for a Successful Education Subscription Business: Part II

Terry Vyas, Blackbaud E Bluethorn 7

Adoption and Outcome Service Offers in Industrial Equipment Harald Kopp, TSIA M PC E F R Bristlecone 7

Adoption Services that Drive Customer Success and Contribute to Top Line Revenue (Workout)

Chris Belden, Telogis Julia Stegman, TSIA R Bristlecone 3

Adoption: The Golden Nugget, but It’s Possible to Achieve Success

Mike Ulaky, Citrix Systems Kelly Leslie, Citrix Systems C Bristlecone 10

Defining the Role of PS in the Customer Success Journey (Workout)

Randy Mysliviec, RTM Consulting Bo Di Muccio, TSIA P Pinyon 1

Does the Business Case Depend on People Adopting and Using the Solution?

Mark Dorsett, Prosci P Pinyon 2

Enterprise Solutions On-Demand Karl Meyer, Hewlett Packard M R Bristlecone 4

Expand Selling: Prioritizing Strategic Initiatives and Moving to Organizational Action

Mark Middlekamp, TSIARaj Sathyaraj, BTI Systems

Martin Dove, Dimension DataClaire Shields,

Verizon Enterprise Solutions Karim Bousta, Symantec

X Bluethorn 8

Knowledge at the Point of ServiceTony Lenox, Imprivata

Carina Edwards, Imprivata Phil Verghis, Klever

C Bristlecone 9

Transforming Value Creation Through the Application of Collective Knowledge

Jean-Claude Monney, Microsoft P Pinyon 3

Where Enterprise Meets Cloud: Two Worlds Converge Focused on Customer Success

Bryan Plaster, Informatica Ramkumar Varadarajulu, Informatica C Bristlecone 8

With the Big Data Emergence, How Does a Customer Service Organization Become a Catalyst for Company Growth?

Arnaud Allouche, Hitachi Data Systems F Bristlecone 2

Tuesday, October 20

SESSION DETAILSAccess the TSW App for Full Session Details

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Breakout/Workout Sessions | 10:15 AM – 11:15 AM

4 Steps to Driving Adoption and Customer Value: Lessons Learned from Customer Engagements

Miron Mizrahi, Hewlett Packard P Pinyon 3

Building a Business Case for Innovation: Project Considerations for Cloud, Mobile, Big Data, and Social/Digital Transformations

Fred Isbell, SAP AG P Pinyon 1

Customer Data Protection (CDP): Evolving Risk and Data Governance

Judy Barron, Cisco Systems C F Bristlecone 10

Discounting in a Subscription Environment: A Bad News, Good News Story

Timothy Matanovich, Value and Pricing Partners Marc Imowitz, CDK Global

R Bristlecone 4

Driving ES Attach Rates Maria Manning-Chapman, TSIA E Bluethorn 7

Expand Selling: Strategic Initiatives and Signs of SuccessDavid Yoffie, PwC

Christina Sansone, PwC X Bluethorn 8

If You Build It; Do They Consume? Andy West, Sage R Bristlecone 3

Igniting an Innovation WaveKathleen Down-Logan,

Cisco Systems M Pinyon 7

Lowering Customer Effort Chris Warticki, Oracle C Bristlecone 9

Rockwell Automation Partners for Growth, Innovation and Customer Success

Glenn Goldney, Rockwell Automation E Bristlecone 7

Sorting Things Out: Lessons Learned Delivering the Internet of Things

Bill Dry, Cisco Systems Hazim Dahir, Cisco Systems P Pinyon 2

Spare Parts Management and the Customer Experience (Workout)

Randy Mysliviec, RTM ConsultingVele Galovski, TSIA F Bristlecone 2

Using Data Technologies to Build an Automated Recommendation System

Stephen Vaillancourt, PTC C Bristlecone 8

Breakout/Workout Sessions | 11:30 AM – 12:30 PM

Building Custom Development and Engineering ServicesMartin Schwarz, PolycomMuthu Selvaraj, Polycom P Pinyon 1

Client Management: How to Drive Profitable Service Growth Anton Vukovic, Unify MC X R Bristlecone 4

Informal Training--Or How Our Training Group Learned to Stop Worrying and Love YouTube

Lawrence Rust, Juniper Networks E Bluethorn 7

Monitoring and Making Sense of Consumption Data: Consumption Analytics to Drive Product Adoption

Ashok Gunasekaran, Informatica R Bristlecone 3

Partner Success: Cisco’s Affordable, High-Touch Deployment Support

Raj Doshi, Cisco Systems Ved Sharma, Cisco Systems PF Pinyon 2

Reorganize to Enable Your Service Business Model Transformation Vele Galovski, TSIA F Bristlecone 7

Scaling Your Customer Success Organization: Customer Success Manager Skills Inventory

Roxana Fitzmaurice, Cisco Systems Kevin Antoon,

ServiceSource International

C Bristlecone 8

Wednesday, October 21


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Wednesday, October 21




Breakout/Workout Sessions | 11:30 AM – 12:30 PM

Successfully Building and Selling Resident Services Steve Smith, NetApp P Pinyon 3

Total Customer Experience Through Services Delivery Transformation

Christina Luna, JDA Software Jenny Fasolino, JDA Software MC Pinyon 7

Transform Your Organization By Building “the” Meaningful Metrics Dashboard

Judith Platz, TSIAJohn Ragsdale, TSIAPhil Verghis, Klever

C Bristlecone 9

UpSELL vs. UpSERVE: What Difference Does It Make? The Mentality Shift That Will Change the Way You Think About Your Expand Selling Program

Kelley Jarrett, Blackbaud X Bluethorn 8

Using Crowdsourcing to Scale and Deliver Technical Support Dave Carlson, MobileIron C Bristlecone 10

JavaS

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MuleSoft Elastic Search Ki

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NodeJS

NPM

Angular React

Innovaaon Technology Services• Customer Engagement• Knowledge Management• Enterprise Search• Cloud & Hybrid Integraaon

For more informaaon contactShelly Lindstrom [email protected]

For more informaaon contactSam Ellioo [email protected]

Full Stack JavaScriptweb and mobile development


Technology plays a critical role in transforming service operations into customer success and expand selling engines. Whether you want

to automate renewals, introduce consumption monitoring, create real-time management dashboards, optimize resource management, or

overhaul your knowledge management program, the technology infrastructure is critical to success. The TSW I EXPO brings together the

industry’s best products and services in one location. Learn more at technologyservicesworld.com/expo or access the TSW App.

TSW Platinum Sponsor

TSW Gold Sponsors

TSW Silver Sponsors

Additional Exhibitors

Access the TSW App for Full Exhibitor Details TSW | EXPO

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Blue Pantone 280C

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Logo with Tagline (Swis721 - Regular & Bold)

Minimum 35px


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Registration & InformationMember Success HQ

REGISTRATION & INFORMATION

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Growing Customers Successfully - TSW 2017 · I’m delighted that you’re attending the conference...

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