Agenda

Sunday, October 19th

8:00 AM — 2:00 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 - Moving the Needle on Customer Satisfaction Ratings Rich Gallagher, Principal, Point of Contact Group

Workshop - Reengineering Customer Support: A Step by Step Methodology to Achieve Quantum Leap Improvement Dave Brown, President, Support Center University

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 — 5:30 PM

Registration and Information

7:30 AM — 8:30 AM

Breakfast in the Tech Expo

8:30 AM — 9:30 AM

Keynote - Evaluating Investments Thomas Lah, Co-Founder and Executive Director, TPSA

8:30 AM — 9:30 AM

Keynote - Services Delivery Leadership in a Transforming Global Environment Jan Uhrich, Vice President, Dell Global Support Services, Dell

9:30 AM — 9:45 AM

Refreshment Break

9:45 AM — 10:45 AM

Keynote - Transformation for Future Demands Bernd-Michael Rumpf, Global Head of Field Services, SAP

9:45 AM — 10:30 AM

Keynote - Service and Support in a Global Economy: How to Find Peace of Mind Uwe Hommel, Executive Vice President, SAP Solution Support, 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 and TPSA

10:45 AM — 11:00 AM

Refreshment Break

11:00 AM — 12:00 PM

Innovation Tour #1

11:00 AM — 12:00 PM

Concurrent Breakout Sessions

Innovative Service Technology (Co-Presented by Partners and Their Customers) - Case Study: QuickArrow and Paisley Consulting Micheal Eicher, Vice President of Professional Services, Paisley Consulting
Kevin Bury, COO, QuickArrow

Innovative Service Technology (Co-Presented by Partners and Their Customers) - Heed the Voice of the Customer! Owen Shribman, Director of Support, Synergy, Telelogic, An IBM Company
Marty Thompson, Product Marketing Manager, KNOVA, a Consona CRM Company

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 Customer's Needs with It's New Service Delivery Model Steve Smith, Director, Storage Infrastructure Practice, 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 Development - Online Strategies to Improve Service Dan Laycock, Product Manager, Microsoft

Service Operations - Tracking Effectiveness and Performance with Operating Metrics Chris Palomino, Director - Business Intelligence, Oracle

Service Operations - Trends in PS Compensation Bo Di Muccio, Ph.D., 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
Charley Dublin, Senior Director, Professional Services, Akamai Technologies

Service Strategy - The Global Consistency Paradigm 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

12:00 PM — 2:00 PM

Lunch and Theater Sessions in the Tech Expo

2:00 PM — 3:00 PM

Innovation Tour #2

2:00 PM — 3:00 PM

Concurrent Breakout Sessions

Innovative Service Technology (Co-Presented by Partners and Their Customers) - Case Study: InQuira and Customer To Be Announced Speaker, TBD, InQuira

Innovative Service Technology (Co-Presented by Partners and Their Customers) - Case Study: Lithium Technologies and Customer To Be Announced 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 Super-Hero 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 Corporation

Service Delivery - PMO Survey Results Bo Di Muccio, Ph.D., 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 - Defining Winning Strategies with Delivery Enablement Steve Milton, Director, Services Engineering, WW Customer Service Organization, Genesys Telecommunications

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, ,

Service Strategy - Taking a Multifocused Approach to Managing Critical Client Situations Tamara Walker, Manager of Rochester Support Delivery and Development, IBM

Service Strategy - The Economic Impact of Service Innovation Jim Spohrer, Ph. D., Director, Almaden Services Research, IBM

3:00 PM — 3:15 PM

Refreshment Break

3:15 PM — 4:15 PM

Concurrent Breakout Sessions

Channel and Partner Management - Developing Services With Partners Kevin Handley, Director, VMware

Channel and Partner Management - Developing a Global Service Partner Ecosystem Franco Amato, VP Global Service Partners, CA

Innovative Service Technology (Co-Presented by Partners and Their Customers) - Case Study: OpenAir and Customer To Be Announced Morris Panner, CEO, OpenAir

Innovative Service Technology (Co-Presented by Partners and Their Customers) - Case Study: Qualtech and Customer To Be Announced Speaker, TBD, Qualtech

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

Product Management - Technology - Making Product Support Easier Mike Ehlers, Vice President, 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 - Building a Project Management Office (PMO) with an Embedded PS Dave Yusuf, Senior Vice President Global PMO, CA Services, CA

Service Development - Services Development in Managed Services Jai Sudharsan, Vice President of Global Strategy and Offers, Avaya

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 and TPSA

Service Strategy - Launching a Services Eco-System 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

Innovative Service Technology (Co-Presented by Partners and Their Customers) - Case Study: RIM - KT 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) - Case Study: Zebra Technologies and Customer To Be Announced Speaker, TBD, Zebra Technologies

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 Dwight Jellison, Manager, Process Improvement, 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

5:30 PM — 7:30 PM

Cocktail Reception in the Tech Expo

7:30 PM — 11:00 PM

Optional Networking Dinners

Wednesday, October 22nd

7:30 AM — 1:30 PM

Registration and Information

7:30 AM — 8:30 AM

Breakfast

8:30 AM — 9:30 AM

Keynote - TBD 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 GE Consumer & Industrial Julia Tisera, Program Manager, Marketing , GE Consumer & Industrial
Speaker, TBD, 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, Ph.D., Senior Director, Research and Advisory Services, TPSA

Managing Services in a SMB - The Value of SSPA Benchmarking for SMBs Jim Hendrickson, Principal, JFH Associates

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, WW Member Development, AFSMI, SSPA, TPSA
Kathy Anderson, Advanced Programs Project Coordinator, AFSMI, SSPA, TPSA

Service Marketing - Increasing Revenues by Extending Your Sales Reach Tracy Moisan, Director, Product Mgmt, 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

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 - SMB Advisory Board Panel Discussion Stephen Smith, Executive Director, SSPA

Managing Services in a SMB - TBD Paul Hofstadler, Vice President, Worldwide Consulting , Mentor Graphics

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 - Making the Most of the Market Rates Study Timothy Matanovich, VP 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, Ph.D., 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

TPSA Recognition Lunch

12:00 PM — 1:30 PM

AFSMI Awards Lunch

12:00 PM — 1:30 PM

SSPA STAR Awards Lunch

SSPA Las Vegas Conference 2008