Agenda

Sunday, October 19th

8:00 AM — 2:00 PM

Workshops

Workshop - Operation Impact Bob Furniss, President, Touchpoint Associates, Inc.

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, Inc.

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: Parature and Customer To Be Announced Speaker, TBD, Parature

Innovative Service Technology (Co-Presented by Partners and Their Customers) - Case Study: QuickArrow and Paisley Consulting Michael 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

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 Corp

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, Inc

Service Development - Defining Winning Strategies with Delivery Enablement Steve Milton, Director, Services Engineering, WW Customer Service Organization, Genesys

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 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 - 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 - TBD Dan Wiersma, Senior Vice President Service Platform, Sony Electronics

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 - Economic Performance Trends in the PS Business Thomas Lah, Co-Founder and Executive Director, TPSA

Service Strategy - Going Green: Profiles in Eco-Friendly Service and Support John Ragsdale, Vice President of Technology Research, AFSMI, SSPA and TPSA

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

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

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 your 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, US Public Sector, NetApp, and co-chairperson, TPSA Partner Management COI

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) - 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) - 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 - Services Marketing: Inbound, Outbound, or Hard-to-Bound? Jagdeep Sahni, Global Practice Director, NetApp

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) - Information Driven Service - Enhancing the Customer End-user Experience Speaker, TBD, Loomis
Stephen Slade, Senior Director, Supply Chain Applications Marketing, 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

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