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Innovative Service Technology | Service Delivery | Service Development | Service Operations |
Service Strategy | Channel and Partner Management | Product Management | Service Marketing |
Service Challenges in the Consumer Marketplace | Managing Services in a SMB

Agenda

Sunday, October 19th
9:00 AM — 5:00 PM
Registration and Information
10:00 AM — 4:00 PM
Workshops
Workshop - Operation Impact Bob Furniss, President, Touchpoint Associates
Workshop - Transformational Web Self-Service Allen Bonde, Senior Vice President, eVergance
Esteban Kolsky, Vice President, eVergance
Monday, October 20th
7:00 AM — 5:30 PM
Registration and Information
8:00 AM — 2:00 PM
Workshops
Workshop - Be the Voice of the Customer Phil Verghis, President, The Verghis Group
Workshop - Breakthrough Knowledge Management David Kay, Founder and Principal, DB Kay & Associates
Workshop - Creating Business Value Changes Customer Perceptions and Wins More Business Bill Hall, Partner, Pretium Partners
Workshop - Driving Interaction Between Customer Support and Product Development Frederick Van Bennekom, Principal, Great Brook
Workshop - Strategic Selling across Silos: Harvesting Dollars Left Behind Steve Vislisel, President, S3 Solutions
3:00 PM — 4:00 PM
Keynote - Welcome Address J.B. Wood, President and CEO, AFSMI, SRII, SSPA, TPSA
Stephen Smith, Executive Director, SSPA
Thomas Lah, Co-Founder and Executive Director, TPSA
4:00 PM — 5:00 PM
Keynote - The New Face of Customer Service in the Knowledge-Based Economy Juergen Rottler, Executive Vice President of Customer Services, Oracle
5:00 PM — 8:00 PM
Welcome Reception in the Tech Expo
Tuesday, October 21st
7:30 AM — 8:30 AM
Breakfast in the Tech Expo
7:30 AM — 5:30 PM
Registration and Information
8:30 AM — 9:30 AM
Keynote - Evaluating Investments (TPSA) Thomas Lah, Co-Founder and Executive Director, TPSA
8:30 AM — 9:30 AM
Keynote - Services Delivery Leadership in a Transforming Global Environment (AFSMI/SSPA) Jan Uhrich, Vice President, Dell Global Support Services, Dell
9:30 AM — 9:45 AM
Refreshment Break
9:45 AM — 10:30 AM
Keynote - Service and Support in a Global Economy: How to Find Peace of Mind (AFSMI/SSPA) Uwe Hommel, Executive Vice President, SAP Solution Support, SAP
9:45 AM — 10:45 AM
Keynote - Transformation for Future Demands (TPSA) Bernd-Michael Rumpf, Global Head of Field Services, SAP
10:30 AM — 10:45 AM
Keynote - Fall 2008 AFSMI/SSPA Recognized Innovator Awards: Green Edition John Ragsdale, Vice President of Technology Research, AFSMI, SSPA, TPSA
10:45 AM — 11:00 AM
Refreshment Break
11:00 AM — 12:00 PM
Concurrent Breakout Sessions
Innovative Service Technology (Co-Presented by Partners and Their Customers) - Implement, Maintain, and Reap the Rewards from a Solid PSA Tool Micheal Eicher, Vice President of Professional Services, Paisley Consulting
Kevin Bury, President and CEO, QuickArrow
Innovative Service Technology (Co-Presented by Partners and Their Customers) - Making a Profit in Support and Delivering Great Overall Satisfaction—Without the Customer Thinking You’re Just Trying to Super-Size Their Fries James Foster, Client Data Operations Manager, e-MDs
Gary McNeil, Vice President of Marketing, Parature
Service Delivery - A Strategy for Exponential Growth and Maximum Channel Leverage: NetApp Professional Services Has Taken an Evolutionary Step toward Being More Responsive to Meeting Customers' Needs with Its New Service Delivery Model Kelvin Mayo, Director, Services Engineering, NetApp Professional Services
Service Delivery - Maximizing the Value of Software Investments Jim Turcotte, Senior Vice President, CA Support, CA
Service Delivery - Premier Account Management: TAMs (Technical Account Managers) and SDMs (Service Delivery Managers) Michael Johnson, SDM Manager, Commercial Segment, Dell
Service Development - Ecosystems to Support Innovative, Asset-Based Services Matthew Denesuk, Partner, IBM Venture Capital Group, IBM
Service Development - International Services: USP or Nightmare? Adrian Cooper, Business Development Director, a&o systems + services UK Ltd.
Brian Wathen, Client Services Director, a&o systems + services UK Ltd.
Service Operations - Tracking Effectiveness and Performance with Operating Metrics Chris Palomino, Director, Business Intelligence, Oracle
Service Operations - Trends in PS Compensation Bo Di Muccio, PhD, Senior Director, Research and Advisory Services , TPSA
Service Strategy - Process Overview and Industry Data Points: Economic Impact Analysis Thomas Lah, Co-Founder and Executive Director, TPSA
Service Strategy - The Global Consistency Paradigm, An EMC Journey Craig Bernero, Global Senior Director, EMC
Service Strategy - Turning Your Customer Experience Strategy into a Corporate Strategy Craig Adams, Director of Customer Experience, Akamai Technologies
11:00 AM — 12:00 PM
Innovation Tour #1
12:00 PM — 2:00 PM
Lunch and Theater Sessions in the Tech Expo
Expo Theater Solution Session - 12:15pm - 12:55pm
The Saas Revolution in Customer Service and Support Ken Osborn, Director, Product Marketing, salesforce.com
Expo Theater Solution Session - 12:15pm - 12:55pm
The Second Coming of E-Mail for Customer Service Esteban Kolsky, Vice President, eVergance
Expo Theater Solution Session - 1:10pm - 1:50pm
Field Mobility: Improving Workforce Productivity and Performance Bruce Krohn, Director of Vertical Markets, Field Mobility Solutions Group, Motorola
Marty Johnson, Global Practice Leader, Zebra Technologies
Expo Theater Solution Session - 1:10pm - 1:50pm
Wrap Diagnostic and Guided Troubleshooting around your Service System Bob Ticknor, Vice President, Business and Market Development, Qualtech Systems
2:00 PM — 3:00 PM
Concurrent Breakout Sessions
Innovative Service Technology (Co-Presented by Partners and Their Customers) - McAfee Case Study: The Evolution of the Automated Contact Center Greg Sanders, Director, Global Online Services and Technical Support, McAfee
Mike Doyle, Sales Director, InQuira
Innovative Service Technology (Co-Presented by Partners and Their Customers) - Roadmap for a Successful Customer Support Community Tarik Mahmoud, eSupport and Service Technology Senior Manager, Linksys, a Division of Cisco Systems
Joe Cothrel, Vice President of Community Management Services, Lithium Technologies
Innovative Service Technology (Co-Presented by Partners and Their Customers) - Winning and Keeping Customers: It's All About the Experiences
Eight Steps to Becoming a Customer Experience Superhero Joe Baksha, Senior Consultant, Call Center Technologies, Motorola
Andrew Hull, Director, Product Marketing, RightNow Technologies
Service Delivery - Managing Security through Service Process Leadership Mark Baniewicz, Vice President, Enterprise Services and Support, Xerox
Service Delivery - PMO Survey Results Bo Di Muccio, PhD, Senior Director, Research and Advisory Services , TPSA
Service Development - Bridging the Unified Communications Gap through the Plan, Design, and Implement Help Desk Curtis Hill, Vice President Technical Services, Cisco Systems
Service Development - Building a Project Management Office (PMO) with an Embedded PS Dave Yusuf, Senior Vice President Global PMO, CA Services, CA
Service Development - Delivering Cost-Efficient Operations and Service Quality Mikael Zettersten, Strategic Service Product Manager, Ericsson
Service Operations - Business Intelligence and Professional Services Management Lang Ly, Vice President, Services Operations, MicroStrategy
Amanda Berger, Vice President of Professional Services, Americas, MicroStrategy
Service Operations - The SSPA/AFSMI Benchmark Study: How Does Your Support Organization Measure Up? Bill Rose, Founder and Vice President of Services Research, SSPA
Service Operations - Using Customer Knowledge to Improve Product Quality and Customer Satisfaction: A Case Study Edward Romson, Director, Global Customer Care, Plantronics
Service Strategy - Know When to Say When (or How to Manage Complexity to Improve Performance in a Call Center Environment) Mark Schmitz, Manager, Change Management, Sprint
Doug Matia, Vice President, Sapere Consulting
Service Strategy - Taking a Multi-Focused Approach to Managing Critical Client Situations Tamara Walker, Manager of Rochester Support Delivery and Development, IBM
Service Strategy - The Economic Value of Industry-Academic Collaborations around Service Research and Service Science Jim Spohrer, PhD, Director, Almaden Services Research, IBM
2:00 PM — 3:00 PM
Innovation Tour #2
3:00 PM — 3:15 PM
Refreshment Break
3:15 PM — 4:15 PM
Concurrent Breakout Sessions
Channel and Partner Management - Developing a Global Service Partner Ecosystem Franco Amato, Vice President, Global Service Partners, CA
Innovative Service Technology (Co-Presented by Partners and Their Customers) - Demystifying Community and Customer Support Donna J. H. Novitsky, CEO, Big Tent Design
Richard Nieset, Executive Vice President of Marketing and Sales, Helpstream
Innovative Service Technology (Co-Presented by Partners and Their Customers) - The Power of Data Visibility: Putting Consultants Back in Control Jim Schein, Consulting Operations Director, Ingenix Consulting
Morris Panner, CEO, OpenAir
Product Management - Technology—Making Product Support Easier Steven Nickel, Vice President, IT Service, Sony Electronics
Product Management - Winning Strategies for Services Product Management and Direct Alignment to the Field: Plan of Record, Roadmap, Solution Framework Best Practices Ajay Nigam, Vice President, Global Services Product Management, Symantec
Service Development - Engineering Repeatable Managed Services Offers from the Professional Services Engine Jai Sudharsan, Vice President of Global Strategy and Offers, Avaya
Service Development - Supporting Custom Integration Deliverables Emmanuel "Manos" Menayas, Vice President, Technical Support, Symantec
Service Marketing - Building a Branded Professional Services Methodology Douglas Laney, Director, Global Services Marketing, BMC Software
Service Marketing - Customer-Centric Innovation: Transforming Our Business with Customer Insights Richard Nelson, Senior Director of Global Marketing, Global Customer Services, Philips Healthcare (Philips Medical Systems)
Service Strategy - Going Green: Profiles in Eco-Friendly Service and Support John Ragsdale, Vice President of Technology Research, AFSMI, SSPA, TPSA
Service Strategy - Launching a Services Ecosystem to Increase Customer Adoption and Provider Revenues Chris Dowse, CEO, Neochange
Susan McKay, Director, Strategy and Alliance Development, EMC
Service Strategy - Segmenting to Innovate: Tapping into Customers' Unspoken Needs to Build Differentiated Services Barry McPherson, Senior Vice President of Worldwide Technical Support and Customer Service, McAfee
4:15 PM — 4:30 PM
Refreshment Break
4:30 PM — 5:30 PM
Concurrent Breakout Sessions
Channel and Partner Management - Do Alliances in Professional Services Organizations Increase Customer Satisfaction? Elie Hay, Business Development/Programs Director, Avaya
Channel and Partner Management - Partner Enablement: Cannibalization of Our PS Organization?
Partner Management Community of Interest Report Out Susan McKay, Director, Strategy and Alliance Development, EMC Corporation, and Co-Chairperson, TPSA Partner Management COI
Chris Chapman, Partner Development Manager, U.S. Public Sector, NetApp, and Co-Chairperson, TPSA Partner Management COI
David Blessing, Director, Optimized Computing, InScope Solutions
Innovative Service Technology (Co-Presented by Partners and Their Customers) - Case Study: Research In Motion - Kepner-Tregoe Brad W. Maybee, Vice President, BlackBerry Technical Support, Research In Motion
Shellina Damji, Senior Consultant and North America Practice Leader, Kepner-Tregoe
Innovative Service Technology (Co-Presented by Partners and Their Customers) - How Strategic Support Partnerships Can Become Keys to Success for Technology Companies Rusty Walther, Senior Vice President, Global Support, NetApp
Morris Applewhite, Senior Vice President, Program Management, Convergys
Product Management - Using Service Interactions to Optimize Product Test Kevin Lueders, Director of Customer Advocacy, Cisco Systems
Service Challenges in the Consumer Marketplace - Firedog—Servicing the Digital Home Seth Watson, Director of Services Operations/Execution, Circuit City/Firedog
Service Delivery - Delivering Service Efficiencies through Automated Field Service Management Darrell Baldwin, Group Leader, Service Delivery Team, Diebold
Service Delivery - Establishing a Services Catalog Paul Stedman, Vice President, Global Services, FrontRange Solutions
Service Delivery - The Day After the Million-Call Day Shawn Aebi, Senior Director, Microsoft
Service Marketing - Case Study: Becoming a Support Fee Defender James Burr, Product Manager, Agilent Technologies
Service Marketing - Delivering a Consistent and Differentiating Consulting Services Message Jennifer Chang, Consulting Strategy, Oracle
Service Marketing - Transforming Services Marketing through Effective Campaign Management Paula McCarty, Senior Manager, Global Services Marketing, Motorola
Special Session - TPSA Champions Diane Brundage, Senior Vice President, Marketing, TPSA
5:30 PM — 7:30 PM
Cocktail Reception in the Tech Expo
8:00 PM — 10:00 PM
Optional Networking Dinners
Wednesday, October 22nd
7:30 AM — 8:30 AM
Breakfast
7:30 AM — 1:30 PM
Registration and Information
8:30 AM — 9:30 AM
Keynote - Finding and Keeping Talent Robert Reich, Professor of Public Policy, University of California at Berkeley
9:30 AM — 9:45 AM
Refreshment Break
9:45 AM — 10:45 AM
Concurrent Breakout Sessions
Innovative Service Technology (Co-Presented by Partners and Their Customers) - Case Study: Clarabridge and Intuit Chris Jones, Manager of Analytics, Intuit
Russ Cosentino, Business Development Director, Clarabridge
Innovative Service Technology (Co-Presented by Partners and Their Customers) - Delivering Fast, Proactive Support to Global Customers Dan DuBeau, Program Manager, Remote Access & MICAP , Varian Medical Systems
Jim Pendergast, Vice President of Customer Success, Axeda
Managing Services in a SMB - Making Support Programs a Board Room Discussion James Fitzgerald, Senior Vice President of Services, SignalDemand
Managing Services in a SMB - PS Benchmarks for SMBs Bo Di Muccio, PhD, Senior Director, Research and Advisory Services, TPSA
Service Challenges in the Consumer Marketplace - Consumer Support Advisory Board Panel Stephen Smith, Executive Director, SSPA
Service Development - Reengineering a Product Organization to Support a Solution-Led Approach to Services David Tillman, Director of Solutions, Brocade
Service Development - STAR Awards Winners Showcase: Why They Win! John South, Senior Director, Worldwide Member Development, AFSMI, SSPA, TPSA
Kathy Anderson, Advanced Programs Project Coordinator, AFSMI, SSPA, TPSA
Service Development - Virtual Workforce—Optimization, Monetization, and the New Employee of the Future Tom LeNoble, Chief Support Officer, SupportSpace
Service Marketing - Increasing Revenues by Extending Your Sales Reach Tracy Moisan, Director, Product Management, Adobe Systems
Seamus Greene, Senior Manager, EMEA Business Development, Adobe Systems
Service Marketing - Shifting from Point Offerings to Solution Sets: A Review of NetApp's Paradigm Shift from Product-Oriented Selling to Services-Led Solution Selling Nick Chang, Director, Consolidation and Virtualization Practice, NetApp Professional Services
Service Operations - Product Requirements for PSA Vendors John Ragsdale, Vice President of Technology Research, AFSMI, SSPA, TPSA
Service Operations - Way Beyond Certification: Understanding the Value of the Operational Development Program (ODP) Bill Rose, Founder and Vice President of Services Research, SSPA
Ansa Sekharan, Senior Vice President, Global Customer Support, Informatica
10:45 AM — 11:00 AM
Refreshment Break
11:00 AM — 12:00 PM
Concurrent Breakout Sessions
Innovative Service Technology (Co-Presented by Partners and Their Customers) - Delivering to the Highest Service Levels: When Failure Is Not an Option for Loomis Darren Langton, Vice President, Operations, Loomis
Derek Pickett, Director, Enterprise Systems, Loomis
Stephen Slade, Senior Director, Applications Marketing, Industrial Manufacturing and Supply Chain, Oracle
Managing Services in a SMB - Applying TPSA Frameworks in a Small PS Organization Paul Hofstadler, Vice President, Worldwide Consulting, Mentor Graphics
Managing Services in a SMB - SMB Advisory Board Panel Stephen Smith, Executive Director, SSPA
Service Delivery - Competencies Development and Retention of Talent Chris Farnath, Senior Director, Customer Support, Aspect Software
Steve Downton, Managing Director, Downton Consulting
Service Delivery - Emerging Technologies: Unifying Delivery on a Global Scale John Jennings, Senior Director of Professional Services, Genesys Telecommunications
Service Delivery - End-to-End Diagnostics for Mission-Critical Applications Juergen Becker, Vice President, Active Global Support, SAP America
Service Marketing - Leveraging Awards and Certifications to Market your Service Capabilities Diane Brundage, Senior Vice President, Marketing, AFSMI, SSPA, TPSA
Cindy McCombe, Director of Marketing Communications, AFSMI, SSPA, TPSA
Service Marketing - Making the Most of the Market Rates Study Timothy Matanovich, Vice President Strategic, Pricing and Value, TriZetto
Service Operations - Legal Liability with Contract Workers Keith Evans, Senior Manager, Technical Services, Fujitsu
Service Operations - Service Science Meets Service Reality Bill Hefley, PhD, Associate Teaching Professor, Institute for Software Research, Carnegie Mellon University
Service Operations - Using Performance Metrics to Integrate Operations with Strategic Plans Maryam Aghamirzadeh, Vice President of Technical Services, Cisco Systems
12:00 PM — 1:30 PM
AFSMI Awards Lunch
12:00 PM — 1:30 PM
SSPA STAR Awards Lunch
12:00 PM — 1:30 PM
TPSA Recognition Lunch

SSPA Las Vegas Conference 2008


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