Agenda

Monday, October 20th

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

Tuesday, October 21st

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

9:45 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

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
Tom Rogers, Sales Director, Enterprise, 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 - PMO Survey Results Bo Di Muccio, PhD, Senior Director, Research and Advisory Services , TPSA

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 Strategy - Process Overview and Industry Data Points: Economic Impact Analysis Thomas Lah, Co-Founder and Executive Director, TPSA
Jennie Leigh, Global Functional Manager, Akamai Technologies

Service Strategy - The Global Consistency Paradigm, An EMC Journey Craig Bernero, Global Senior Director, WW Customer Service, PREM CMA Support, 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

Expo Theater Solution Sessions

Expo Theater Solution Session
The Saas Revolution in Customer Service and Support Ken Osborn, Director, Product Marketing, salesforce.com

Expo Theater Solution Session
The Second Coming of E-Mail for Customer Service Esteban Kolsky, Vice President, eVergance

Expo Theater Solution Session
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
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 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 - Trends in PS Compensation Bo Di Muccio, PhD, Senior Director, Research and Advisory Services , TPSA

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

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 John Page, Senior Vice President of Professional Services, Ingenix Consulting
Morris Panner, CEO, OpenAir

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 - Engineering Repeatable Managed Services Offers from the Professional Services Engine George Humphrey, Director, Global Strategy, Avaya Global Services

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
Rick Cicotta, Services Business Manager, Xerox
Syd Garrett, Director of Global Quality, Cisco Systems
Tom LeNoble, Chief Support Officer, SupportSpace
Mikael Zettersten, Strategic Service Product Manager, Ericsson

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

4:30 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
Brad Coleman, Senior Vice President CSO, Genesys Telecommunications
Bob Vissat, Sales Director, New Business Development, Avaya Professional Services

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 John Laino, Director Enterprise Support Planning, NetApp
Audra Klimas, Client Services, Director, 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 - 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

Wednesday, October 22nd

8:30 AM — 9:30 AM

Keynote - Finding and Keeping Talent Robert Reich, Professor of Public Policy, University of California at Berkeley

9:45 AM — 10:45 AM

Concurrent Breakout Sessions

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

Innovative Service Technology (Co-Presented by Partners and Their Customers) - Mining Customer Interactions for Customer Experience Management Chris Jones, Manager of Analytics, Intuit
Russ Cosentino, Business Development Director, Clarabridge

Managing Services in a SMB - PS Benchmarks for SMBs Bo Di Muccio, PhD, Senior Director, Research and Advisory Services, TPSA

Managing Services in a SMB - The Value of SSPA Benchmarking for SMBs Bill Rose, Founder and Vice President of Services Research, 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 - 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) Joanne Weigel, Director, Organizational Certification Programs, SSPA
Ansa Sekharan, Senior Vice President, Global Customer Support, Informatica

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
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
Renee Bochman, Senior Director of Technical Support, Endeca Technologies
Brad Cox, Director of Client Services, RouteSmart Technologies
Judith Platz, Senior Vice President, Global Customer Solutions, Approva
Abhay Solapurkar, Vice President Worldwide Support, SonicWALL

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 Kurt Steinmetz, CoE Program Office, Active Global Support America, 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
Bo Di Muccio, PhD, Senior Director, Research and Advisory Services, TPSA

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