Sorry I’ve been absent from my blog for a while. My annual technology survey closed on 3/31, and I had 2 weeks to write 10 reports based on the data in order to have them edited and published in time our upcoming Technology Services World Conference in Santa Clara. All the reports are done, and now I’m ready to start working on slides for TSW. Many of the top attended sessions at our conferences come from the case study track, in which TSIA partners and their customers present real-world examples of technologies and services in action. Our conference theme is “Extreme Efficiency,” and the case study sessions will all include a focus on how innovative technology and service providers are driving increased efficiency for service operations. Here’s a look at the sessions planned so far:
- Delivering Support thru Technology Skill Groups. Technical Support organizations tend to be characterized by teams with product focus, serial escalation of more difficult problems, and complex workflows. NetApp has embarked on a path to bring the appropriate level of technical assistance as close to the customer as possible while continuing to improve support efficiencies. In this session, PWC and NetApp will share an approach to achieving these goals while servicing a highly demanding, global, extremely heterogeneous customer population. Leaders and practitioners that would like to explore new ways of providing high levels of service in complex technical environments will be interested in this presentation. Speakers: Matt Stone – Director, Customer Success Services, NetApp; and David Yoffie – Customer Impact Consulting Practice, PwC.
- From C-Suite to Practitioner: Patheon Leverages PSA to Maintain Competitive Edge. In a global climate of outsourcing, services businesses are no longer exclusive to technology organizations. With greater emphasis on speed to market and extension of technical capabilities, one such industry moving more and more towards outsourcing is the pharmaceutical industry. However, there is one characteristic shared by all services organizations – the need to continually improve core KPI’s (revenue and margin) in increasingly competitive environments. Hear how Patheon, a global leader of contract drug development and manufacturing services leverages Changepoint to give it a competitive edge to improve efficiencies in delivery of services and profitability. Temoor Saeed, manager, Global PDS, Business Processes, discusses how Patheon, by strengthening its core operations, has deployed a strategy to drive efficiency improvements throughout its facilities, materials and supporting operations, giving it a broader solution for project delivery within its pharmaceutical development services division. Speakers: Temoor Saeed – Manager, Global PDS, Business Processes, Patheon; and Matt Weick – Director, North American Sales, Changepoint Corporation.
- Next-Generation B2B Online Community. If you think online communities are just discussion forums, think again. Companies like AppDynamics are stretching the boundaries of a B2B community, encompassing documentation, learning, ideation, app exchange and other elements to create a one-stop shop for sharing and learning. In this session, Steve Levine, Senior Product Manager at AppDynamics, will share the business rationale for creating such a hub and what it took to bring all the right pieces together. Joe Cothrel, Chief Community Officer at Lithium, will set the stage with some observations about B2B trends across Lithium’s global customer base.
- Power to the People! During an epic 15 year journey, Rackspace® has transformed from an obscure San Antonio start-up into the global leader in hybrid cloud, the founder of OpenStack®, and a constant on Fortune’s list of 100 Best Companies to Work For. The home of fanatical support, Rackspace® now operates on four continents and is helping the world through the cloud revolution. Learn how they empowered customers to guide them on this journey by combining trusted disciplines and a fiery culture, with a unique set of tools. Then get a sneak peek into the future as they share their plans for empowering front line employees to drive the next wave of innovation. Speakers: Julian Lopez – Head of Customer Loyalty, Rackspace Hosting, Inc.; and Clayton Sherwood – Business Development Director, Clarabridge.
We are still finalizing abstracts and speakers for a few additional case study sessions, so stay tuned for more updates! Hope to see you in Santa Clara. And as always, thanks for reading!