Agenda
Courses are $595 standalone and $495 with conference registration
Bill Moore, Director CEM Training, DG Associates
Panel: Matt Porta, Vice President Technology Strategy, IBM
Tim Dilley, Executive Vice President, Worldwide Services and Chief Customer Officer, NetSuite
Watson Wat, Vice President, Technology & CTO Oracle On Demand , Oracle
Tony Kolish, Senior Vice President, Customer Support Services, EMC Location: Mission City Ballroom
Explore the latest products and services offerings.
Solutions Stage – Join John Ragsdale as he presents the Solutions Heatmap and interviews solutions providers.
Panel: Leo Annab, Corporate Senior Vice President, CA Global Support, CA
Stuart Cooper, Vice President, Global Services, Enterprise Business Group, Alcatel-Lucent
William Steenburgh, Senior Vice President, Xerox Services, Xerox
Sanjay Singh, Vice President, Global Services and Support, Akamai
Tara Bunch, Vice President Global Customer Support Operations, HP Imaging & Printers Group (IPG) Location: Mission City Ballroom
CLOUD AND SERVICES - Transforming a Software Company from On-Premise to On-Demand / Cloud Computing
Renee Bochman, Vice President, Support Services, Axeda
CLOUD AND SERVICES - VMware Professional Services' Journey to the Private Cloud
Andy Knosp, Senior Director, Professional Services, VMware 

INNOVATIVE SERVICE TECHNOLOGY (CO-PRESENTED BY PARTNERS AND THEIR CUSTOMERS) - Global Service In The Age Of The SLA
David Mowat, Senior Manager, Services Technology, Cisco SystemsDavid Stegall, Vice President, Solution Engineering, Servigistics


INNOVATIVE SERVICE TECHNOLOGY (CO-PRESENTED BY PARTNERS AND THEIR CUSTOMERS) - Improve the Quality in Call Management and Customer Service by Implementing a Knowledge Management System
Greg Kiss, PhD, Chief Marketing Officer, Versatel AGMichelle de Haaff, Chief Marketing Officer, Attensity Group
SERVICE BUSINESS MODEL - From Cost Center to Profits
Michael Olmsted, Vice President, Services & Quality, Satisloh North America
SERVICE BUSINESS MODEL - How to Reduce Support Costs, Help Save Energy and Decrease the Likelihood of Chances for a Data Breach in One Easy Step
Jon Schmitz, Director, Microsoft
SERVICE DELIVERY - Improving Efficiency in Services Delivery with Remote Services
Dan Morton, Senior Director, Global Solution Services Development, Hitachi Data Systems
SERVICE ENGINEERING - From Service Requirements to Service Architecture
Tara Cordova, Manager, Services Portfolio, Datatel
SERVICE ENGINEERING - Integrating Customer Feedback with Product Design Requirements: A Strategy for Sustained Supportability
Susan Gillespie, Senior Manager, Global Release Management, Symantec
SERVICE OPERATIONS - Achieving World-Class Service and Support
Sandra Coates, Vice President, Services, SMART Technologies 

SERVICE OPERATIONS - How to Participate & Get Value from the Improved TSIA Benchmark Survey
Michael Israel, Senior Director, Research and Advisory Services, TSIABo Di Muccio, PhD, Vice President, Research and Advisory, TSIA
Greg Burnett, Senior Director, Operations, TSIA
SERVICE OPERATIONS - Improving Pricing Effectiveness in TPS Sales
Timothy Matanovich, President, Value and Pricing PartnersRichard Busch, Senior PS Operations Manager, Informatica

CLOUD AND SERVICES - Next Generation Cloud Computing Support: The VCE Joint Support Model!
Craig Bernero, Global Senior Director, CMA Technical Support, EMCCindy Jarvis, Senior Manager, Partner Technical Support Global Support Services, VMware
Deepak Chawla, Director, Data Center Solutions Technical Services, Cisco


INNOVATIVE SERVICE TECHNOLOGY (CO-PRESENTED BY PARTNERS AND THEIR CUSTOMERS) - The Art of Collaboration: Learn How Intel Improved Customer Experience and Delivered Greater Business Value Through Outsourcing Consumer Interactions
Michael Connett, Strategic Sourcing Manager – Contact Centres, IntelShayne Stacy, Program Manager, Global Outsource Business Operations, Intel
Michael Clarkin, Vice President, Contact Center Services Marketing, Sykes Enterprises


INNOVATIVE SERVICE TECHNOLOGY (CO-PRESENTED BY PARTNERS AND THEIR CUSTOMERS) - What’s Hot in Knowledge: InQuira’s 2010 Knowledge Panel
Moderator: Santi Pierini, Chief Marketing Officer, InQuiraPanel: Brad Smith, Vice President, Global Support Experience Group, Yahoo!
Francoise Tourniaire, Owner, FT Works
Christopher Hall, Vice President, Marketing, InQuira
SERVICE BUSINESS MODEL - Modeling the Services Business
Al Lee, Principle Consultant, Strategic Services, Motorola 
SERVICE BUSINESS MODEL - Online Support Panel Discussion: The Continued Drive to Push Customers to the Web
Moderator: Stephen Smith, Senior Vice President, Operations, TSIAPanel: Sandra Coates, Vice President, Services, SMART Technologies
Jim Pendergast, Senior Director Customer Success, Yahoo!
Lois Townsend, Global Manager, Social Media Strategy, Hewlett-Packard
Denise Rundle, General Manager, Services, Consumer & Outsourcing, Microsoft

SERVICE DELIVERY - A 360-Degree View of First Contact Resolution (FCR)
Bill Rose, Vice President, Services Research, TSIAMalcolm Carlaw, CEO, Impact Learning
Dave Brown, President, Support Center University
SERVICE DELIVERY - Soft Skills: The True Lifeblood of the PSO
Randy Mysliviec, CEO, RTM ConsultingPaul Hofstadler, Vice President, Worldwide Consulting, Mentor Graphics
SERVICE ENGINEERING - Service Portfolio Risk Analysis and Business Impact Planning
Alan Randolph, Director, Services Engineering, VMware
SERVICE LEADERSHIP - Preemptive Management for New Business Transitions
Kshitij Joshi, ITO India Service Delivery Excellence Manager - GSD, Hewlett-PackardHarish Bangera, Head: ITO India Service Delivery Excellence, Hewlett-Packard
SERVICE OPERATIONS - How Home Agents Improve Quality & Reduce Costs!
Sharon Pettigrew, Principal, Call Center GroupDebra Olmos, Senior Manager Global Technical Assistance Centers, Plantronics


SOCIAL MEDIA AND SERVICES - Don’t Believe the Hype: Social Media & Technology Services
Shawn Santos, Director, Programs & Community, TSIA 
VALUE ADDED SERVICES - Value-Added Services: Powering Revenue Growth, Service Segmentation, and Customer Satisfaction
David Becker, Director, Enterprise Support Services, SymantecPhil Nanus, Director, Enterprise Support Services, Symantec


EXPO THEATER SOLUTIONS - Automating the Product and Services Delivery Cycle in a Technology Company
Lori Ellsworth, Vice President, Changepoint Solutions, Compuware 

EXPO THEATER SOLUTIONS - L0 = C0: Reducing the Pain & Realizing the Gain from Customer Support for Mid-sized Enterprises & ISV’s
Sumit Bhattacharya, Head, Strategic Relationships & Initiatives, KPIT Cummins 

EXPO THEATER SOLUTIONS - Using Innovative Technologies and Support Solutions to Help Technology Companies Stay Ahead of the Complexity Curve
Greg Carnes, Vice President, Sales - Technology Industry, Convergys
CLOUD AND SERVICES - Delivering Support and Developing New Services in a Cloud Environment
Moderator: Stephen Smith, Senior Vice President, Operations, TSIAPanel: Krista Anderson, Senior Vice President, Global Support and Customer Success, salesforce.com
Renee Bochman, Vice President, Support Services, Axeda
Patrick Saeger, Vice President, Customer Care, SucessFactors


INNOVATIVE SERVICE TECHNOLOGY (CO-PRESENTED BY PARTNERS AND THEIR CUSTOMERS) - **CANCELED** Title to be Announced


INNOVATIVE SERVICE TECHNOLOGY (CO-PRESENTED BY PARTNERS AND THEIR CUSTOMERS) - Building a One-to-One Relationship with 85 Million Customers
Otto Imken, Worldwide Customer Support Manager, Snapfish by HPBart Tilly, Account Executive, LivePerson
SERVICE BUSINESS MODEL - ** CANCELED** Evolving Service Operations to Reduce Operating Costs
Anoop Grover, Director, IT, Symantec
SERVICE DELIVERY - Best Practices for Developing and Implementing a Hybrid Services Delivery Model
Tim Ayers, Director, Professional Services, Tellabs
SERVICE ENGINEERING - Best Practices in Productizing Intellectual Property for Differentiated Consulting Services
David Wheable, Director, HP Professional Services Labs, Hewlett-Packard
SERVICE ENGINEERING - Building a Branded Methodology
Douglas Laney, Director, Global Services Marketing, BMC Software 

SERVICE LEADERSHIP - Mentoring for Professional and Business Development
Moderator: Diane Brundage, Senior Vice President, Membership Development, TSIAPanel: Susan Zwinger, Vice President, Global Systems Technology Service Center, Oracle
Cindy Alley, Accounting Manager, The Women's Museum
Kim Wise, Founder and CEO, Mentor Resources
Julie Fassberg, Senior Manager, Citrix
Jesse Finn, Vice President, Education Services, Taleo
Tina DeBrass, Manager, Services Delivery, Dell
Jodi Schilling, Vice President, Americas Consumer Support, Hewlett-Packard
SERVICE OPERATIONS - Building a Customer Loyalty Program to Be a Competitive Advantage
Dennis Gershowitz, Principal, DG AssociatesDoug Pavicich, Senior Director, Services, Ericsson
SERVICE OPERATIONS - Driving Support Leadership through Actionable Business Intelligence
Barry McPherson, Executive Vice President, McAfee
SERVICE OPERATIONS - Professional Services Work Out: PS Sales
Paul Hofstadler, Vice President, Worldwide Consulting, Mentor Graphics
SOCIAL MEDIA AND SERVICES - An Efficient and Effective User-Generated Content Moderation
Manish Sinha, Vice President Global Customer Care, Yahoo! Meet with products and services partners in the Expo during this dedicated afternoon “Expo Hour.”
Solutions Stage – Join John Ragsdale as he presents the Solutions Heatmap and interviews solutions providers.


INNOVATIVE SERVICE TECHNOLOGY (CO-PRESENTED BY PARTNERS AND THEIR CUSTOMERS) - **CANCELED** Title to be Announced


INNOVATIVE SERVICE TECHNOLOGY (CO-PRESENTED BY PARTNERS AND THEIR CUSTOMERS) - **CANCELED** Title to be Announced
PARTNER MANAGEMENT - Designing and Deploying a Professional Services Delivery Partner Program
Adi Berglez, Services Product Marketing Manager, Blue Coat Systems
SERVICE BUSINESS MODEL - Successfully Colliding Service Operations and Profitability
Tom Stierle, Vice President, Global Customer Services Operations, Teradata
SERVICE DELIVERY - Leveraging Automated Scheduling Technology for SLA Performance and Productivity
Andy Huber, Manager Systems Strategy, Xerox
SERVICE DELIVERY - TSIA 2010 PS Solution Center Survey Results
Bo Di Muccio, PhD, Vice President, Research and Advisory, TSIA
SERVICE DELIVERY - What Microsoft Learned from Using Scenario-Based Solutions
Bryan Chee, Supportability Program Manager, Microsoft
SERVICE ENGINEERING - Moving the Needle toward Solutions
Josh Buckley, Solutions Marketing Manager, Hewlett-Packard 

SERVICE LEADERSHIP - Women in Services: Profiles of Success
Moderator: Diane Brundage, Senior Vice President, Membership Development, TSIAPanel: Amanda Berger, Vice President, Professional Services, Guidance Software
Catherine Jensen, Vice President, Business Operations, Enterprise Support Services, Symantec
Michelle Logan, Senior Director, Hitachi Data Systems
Kelly Truax, Vice President, Global Customer Support Services Operations, Dell
Denise Rundle, General Manager, Services, Consumer & Outsourcing, Microsoft

SERVICE OPERATIONS - First-Contact Resolution: Best Practices for Utilizing FCR to Drive Performance Improvement
Dave Brown, President, Support Center UniversityBill Rose, Vice President, Services Research, TSIA


SERVICE OPERATIONS - The 2010 TSIA Technology Heatmap: Member Adoption of Service Technology Across 24 Functional Areas
John Ragsdale, Vice President, Technology Research, TSIA
VALUE ADDED SERVICES - Value Added Service at EMC Today and Beyond
Michael Charest, Director, Premium Services, EMC Explore the latest products and services offerings.
Solutions Stage – Join John Ragsdale as he presents the Solutions Heatmap and interviews solutions providers.
Guest Speaker: Julie A. Hogan, Vice President, Xerox (additional fee applicable for dinner)
Location: Poolside and Magnolia (Hyatt Regency Santa Clara)
CLOUD AND SERVICES - TSIA Cloud / SaaS Community Kickoff Meeting
Stephen Smith, Senior Vice President, Operations, TSIA
PARTNER MANAGEMENT - Panel: Support Services Partner Best Practices
Andreas Gast, Director, Partner Management – Enterprise Support Services, SymantecRaja Sundaram, Senior Director, Worldwide Services Partners, Cisco Systems
Stephanie Dumbrill, Senior Director, Implementation Support Programs, CA
Eric Eidson, Consultant
SERVICE DELIVERY - **CANCELED** Strategic Staff Management During Volume Fluctuations in a Tech Support Center: A Peek into WFM/Best Shore and Cost Savings
Lalita Bhattiprolu, Vice President, Business Development, e4e
SERVICE DELIVERY - Professional Services Work Out: PS Delivery
Mary Rankovich, Vice President, Professional Services, Xerox 

SERVICE DELIVERY - The Role of Ed Services in Closing the Consumption Gap
Moderator: Maria Manning-Chapman, Research Director, Education Services, TSIALinda Moss, WW Education Services, Juniper Networks
Shelley A. Olson, Vice President, Education Services, Symantec
Thom Griffith, Worldwide Curriculum Manager, HP Software
SERVICE ENGINEERING - Managing Portfolio Performance
Rich Hogan, Director, Services Research Labs, VMware
SERVICE LEADERSHIP - Creating Strategic Alignment Across a Large, Complex Organization
David Kay, Principal, DB Kay & AssociatesLala Mamedov, Director, Services and Support, Quicken Health, Intuit


SERVICE LEADERSHIP - The Impact of Healthcare Legislation on Service Organizations
Moderator: Michael Israel, Senior Director, Research and Advisory Services, TSIAModerator: Mark Kasperowicz, Membership Development Director, TSIA
Panel: Beau Woods, Solutions Architect, Consulting Services, SecureWorks
Bobbie Holm, Chief of E-Health, California Office of Health Information and Integrity
Sheryl Moran, Vice President, Client Services, rL Solutions
Thomas Woteki, PhD, Director, Healthcare Solutions, Cisco Systems
Reg Stump, Senior Director, Customer Support Organization, North America, Ventana Medical Systems (Roche Group)
SERVICE OPERATIONS - A Structured Approach to Improving Call Center Customer Satisfaction
Mark Peek, Director, Global Technical Support and Training Services, Tellabs
SERVICE OPERATIONS - Internationalization: Winning by Adapting to Local Culture - The CA Story
Andrew Papparides, Senior Director, CA Support, CA Final opportunity to meet with products and services partners in the Expo.
Location: Hall AGeoffrey Moore, Author and Managing Director, TCG Advisors Location: Mission City Ballroom
Come see the most innovative ideas in technology services. Cast your vote and decide who will walk away as this year’s winners. This new event will be cool and fun!
Location: Mission City BallroomOur expanded Awards Lunch is a gala celebration to recognize the many significant achievements of TSIA members and partners.
Location: Mission City Ballroom






