Posted tagged ‘RIA’

TSW Best Practices Opens with my Innovation Tour!

May 7, 2012

TSIA’s Technology Services World Best Practice Conference kicked off today at the Santa Clara Conference Center. The conference opened at 12:45 with my Innovation Tour. The tour is a presentation of all the finalists in the Spring 2012 Recognized Innovator Awards, which are presented to partners of TSIA at our Spring and Fall conferences. Partners submit applications for consideration, and case studies documenting business results are required. Winners are selected by a panel of TSIA members and industry experts.

The content for TSW 2012 Best Practices focused on “Defend, Optimize and Innovate,” allowing member companies to improve core operations while looking for new approaches to streamline operations and generate incremental revenue. Technology firms cannot accomplish these initiatives alone, and the Recognized Innovator Awards showcase the role TSIA partners play in enabling the success of today’s global service organizations.

Following are the award categories and finalists:

Innovation in Products: Innovative products that enable service operations to better compete through means such as increased productivity, cost reductions, increased revenues, improved customer satisfaction, or improvements to other key performance or financial metrics. The Finalists are:

  • Clarabridge, whose innovative text and sentiment analytics allow companies to accurately analyze customer feedback
  • Coveo, whose Insight Solutions for Customer Service turn disparate data from all content sources into actionable insight about your customers

Innovation in Services: Innovative services that help companies to meet and exceed business goals for service operation by allowing partners to manage specific areas of the business. The Finalists are:

  • ServiceSource, whose suite of cloud applications and managed services better connect and automate clients’ recurring revenue ecosystems.
  • SYKES, whose new Sales Assist offering blends proven support program excellence with sales program goals to create a new revenue stream for clients.

Innovation in Consulting: Innovative consulting services that help technology firms meet and exceed business goals. The Finalists are:

  • Value and Pricing Partners, whose TPS Pricing RapidAct™ provides PS leaders with guidance on their rates position relative to peers, and how to immediately improve rates performance to drive bottom line results.
  • Verghis Group, who designed a new approach to metrics, based on research from fields as diverse as aquaculture, championship weightlifting, traffic engineering and firefighting.

The winners will be announced on Wednesday during the closing awards ceremony. Hope to see you there!

Announcing the Fall 2011 Recognized Innovator Awards

June 28, 2011

TSIA is pleased to announce the categories for the Fall 2011 Recognized Innovator Awards, which honor TSIA partners for outstanding innovation in products and services. Awards are judged by a panel of TSIA members and industry experts, with awards presented during the closing ceremonies of Technology Services World (TSW) in Las Vegas on October 26, 2011.

The content for TSW Las Vegas is focused on three main content threads, which address the top concerns of executives across services disciplines: Growing Services Revenue, including new markets, new service offerings and pricing strategies; Managing Services Profitability, including cloud’s impact on services financials and navigating VSOE; and Driving Services Efficiency, including innovations in services delivery and operations.

Clearly technology firms cannot accomplish all of these initiatives alone, and the Recognized Innovator Awards showcase the role TSIA partners play in enabling the success of today’s global service organizations. With 47% of TSIA members indicating they plan to bring in consultants for assistance with some area of their operation in the next 2 years, clearly companies are looking for innovative consulting and managed services, in addition to enterprise hardware and software. To better reflect this reality, and the wide array of products and services offered by TSIA members, the Recognized Innovator Award categories for Fall 2011 are very inclusive:

  • Innovation in Products. Services operations, including education services, professional services, support services and field service, are all looking for a competitive edge: something that allows them to make a unique claim in the market. Often, companies look to innovative technology to provide that competitive edge. The Recognized Innovator in the Products category will provide documented case studies showing how their innovative products enable service operations to better compete through means such as increased productivity, cost reductions, increased revenues, improved customer satisfaction, or improvements to other key performance or financial metrics.
  • Innovation in Services. The economic downturn has forced companies to come to terms with core verses context: what specific processes should we continue to own because we add measurable value, and which processes could be outsourced to a service provider who can accomplish the processes more efficiently for less cost? The Recognized Innovator in the Services category will provide documented case studies showing how their innovative services are helping customers meet and exceed business goals for service operation by allowing partners to manage specific areas of the business.
  • Innovation in Consulting. As documented in JB Wood’s Complexity Avalanche, complexity isn’t rising just for our customers, but for service operations as well. New technology must be identified and implemented. Employees must be trained on new standards and practices, from ISO and ITIL to KCS and loyalty programs.  Service lines must overhaul packaged service offerings and pricing to respond to the revolving needs of customers. And across all service divisions, companies need assistance in auditing operations and creating an action plan to improve. The Recognized Innovator in the Consulting category will provide documented case studies showing how their innovative consulting services have helped technology firms meet and exceed business goals.

If you are interested in being a judge for the awards, let me know.  The application packets will be sent to judges the end of August, and you will have 2 weeks to complete your judging. Judges will be recognized at the awards ceremony and in the written research that recaps the winners. If you would like to be a judge, please send an email to me at john.ragsdale@tsia.com.

Call for Judges: Spring 2011 Recognized Innovator Awards

February 8, 2011

It is that time again! I am building the judges panel for the Spring 2011 Recognized Innovator Awards, and I would love your help!

The categories for this round of awards are:

  • Innovation in Knowledge Management (KM). Creating, maintaining and leveraging content to speed issue resolution and project success is not only a core process within every technical support operation, but increasingly other services divisions are launching KM initiatives to share learnings from the field across a global operation. The Recognized Innovator in this category will provide documented case studies of how their technology and/or services are enabling service organizations to more easily publish knowledge and effectively use that knowledge to improve business results.
  • Innovation in Value-Added Services. As documented in “Complexity Avalanche,” Value-Added Services (VAS) programs enable customers to fully consume purchased products and services, helping them quickly receive full business value and speed the repurchase cycle. In addition, VAS programs are providing new revenue sources for budget-strapped service operations. The Recognized Innovator in this category will have documented case studies showing how their technology or services are being leveraged to boost service and support revenues through delivery of Value-Added Services.
  • Innovation in Social Collaboration. When evaluating the impact of social media and communities on service organization, it is important to separate the hype from business value. While customer social media strategies continue to struggle for staffing and a credible ROI story, leveraging social media tools and processes to enable enterprise collaboration—between employees AND between employees and customers—has emerged as way to effectively share information across the enterprise, identifying experts on any given topic and making their expertise available to others. The Recognized Innovator in this category will have documented case studies showing how their technology or services are being used to improve the capture, sharing and consumption of ideas and expertise across employee, partner and customer communities.

Awards will be presented during the closing ceremonies of Technology Services World Santa Clara on May 4th. I will recognize the judges during the awards presentation, and judges will be listed in the published research that recaps the winners.

As a judge, you would be responsible for only one category, approximately 5-10 applications.  I will provide a scoring sheet; judging will take less than an hour.  You will receive your applications and scoring sheet on Monday, February 28th, and have 2 weeks to complete scoring.

If you are in the service and support industry, as a practitioner, vendor or service provider, I would love to have you on my judges panel. If you are interested in participating, please send me an email (john.ragsdale@tsia.com), and I’ll add you to the list.

Thanks so much, and thanks for reading!

Announcing Categories for Fall 2010 TSIA Recognized Innovator Awards: Would You Like to be a Judge?

August 19, 2010

The TSIA Recognized Innovator Awards recognize innovation in services technology, and are presented to partners of TSIA at our Technology Service World conferences. Partners submit applications for consideration, and case studies documenting business results are required. The categories for the Fall 2010 TSIA Recognized Innovator Awards are:

Innovation in Service Economics. The Associations’ Services 50 Study documents the rise of services revenue for large high tech companies, which now represents as high as 70% of revenue from software firms and a third of the revenues for hardware firms. While this trend means that service and support enjoys more visibility and influence with company executives and Wall Street analysts, it also means that service executives are eager to identify new sources of revenue. The Recognized Innovator in this category will provide real-world examples of how companies are leveraging their technology or services to generate incremental services revenue. Examples could include:

  • Technical Support. Technology or services that enable or streamline offerings such as a Technical Account Manager, remote monitoring, proactive support, or maintenance renewals. For consumer companies this could be technology for which consumers pay a premium, such as remote control or a self-healing option.
  • Professional Services. Technology or services that enable PS to deliver faster and more profitable projects, such as tools to build libraries of repeatable services, automation tools to better capture project work performed and streamline the billing process, lowering DSO.
  • Field Service. Technology that cuts operating expenses for field operations; tools for upsell/cross-sell in the field such as offer management and OnDemand print devices; real-time recording of work performed onsite and time/expenses to speed billing and receivables.

Innovation in Customer Satisfaction. One of the few metrics tracked across professional services, technical support and field service operations is customer satisfaction (CSAT). In fact, even Wall Street is now caring about CAST: according to the TSIA benchmark, 62% of service executives have compensation tied to satisfaction and loyalty scores.  Not only does poor satisfaction impact the lifetime value of a customer, with the myriad of social networking  avenues available to give customers a global voice, upset customers can easily do damage to a company and its brand. The Recognized Innovator in this category will provide real-world examples of how their technology or services have been used to increase customer satisfaction scores, or insight into reasons for satisfaction or dissatisfaction, for one or more areas of service and support. Examples could include:

  • Technical Support. Multiple technologies, including knowledge management, remote support, and customer communities, have all been linked to satisfaction increases, either for post interaction satisfaction surveys, or for periodic relationship surveys. Analytic tools, including sentiment analysis, can look at customer conversations and identify common denominators creating dissatisfaction..
  • Professional Services. Technology or services that enable PS to deliver projects that meet or exceed customer expectations, including time and cost estimates, or delivering fast time-to-value. Also, tools to monitor CSAT during project execution so problems can be identified and resolved quickly.
  • Field Service. Technology or services that allow FS teams to deliver exceptional customer experiences with fast and on time appointments, field techs with the right skills and tools for the job, and even preventative maintenance services that increase product consumption and reduce downtown for the customer.

Innovation in Mobility. Mobile technology and devices have the highest planned spend for any technology area covered by the 2010 TSIA Member Technology Survey, with 34% of field service members having budget for mobile technology. With smart phones putting web browsers at our fingertips, employees and customers are demanding faster and more consumable content, and innovative mobile devices allow a greater array of services to be delivered in the field, boosting productivity and revenue. The Recognized Innovator in this category will provide real-world examples of how their mobile technology or services have been used to extend the reach of a service organization, streamlining activities and lowering operational costs. Examples could include:

  • Technical Support. Mobile enabled knowledge and customer management tools allow support techs and supervisors to easily access information or update records from anywhere at any time; giving customers mobile access to self-service content can boost assisted support deflection as well as raise satisfaction for mobile savvy customers.
  • Professional Services. The ability to log work performed, file expense reports or even deliver customer projects via mobile device can easily streamline services operations, with mobile knowledge tools making each consultant an expert on any product.
  • Field Service. Technology or services that allow FS teams to receive routing and appointment information, report time onsite, log work performed, search knowledgebases remotely, and even file T&E reports in real-time can improve productivity and accuracy; innovative devices for printing and signature capture can enable field upsell/cross-sell and reduce DSO for billable work.

Winners are chosen by a panel of judges including technology-savvy association members and industry experts. Judges are responsible for only one category, approximately 5-10 applications.  I will provide a scoring sheet; judging will take less than an hour. If you would like to be a judge, please shoot me an email (john.ragsdale@tsia.com) and I will send you more information and a timeline for the awards.

Judging is great way to see the latest and greatest technology and services in the industry. I hope you will consider volunteering! And as always, thanks for reading!

Announcing winners of the TSIA Recognized Innovator Awards: Spring 2010

May 5, 2010

The TSIA Recognized Innovator Awards recognize innovation in services technology, and are presented to partners of TSIA at our Technology Service World conferences. Partners submit applications for consideration, and case studies documenting business results are required. I announced the winners today during the closing awards ceremony at Technology Services World in Santa Clara, CA. The categories for the Spring 2010 TSIA Recognized Innovator Awards were:

  • Innovation in Knowledge Management (KM). Creating, maintaining, and leveraging content to speed issue resolution and project success is not only a core process within every technical support operation, but increasingly field services and professional services are launching KM initiatives to share learnings from the field across a global operation. The Recognized Innovator in this category will provide documented case studies of how their technology and/or services are enabling service organizations to more easily publish knowledge and effectively use that knowledge to improve business results.
  • Innovation in Value-Added Services. As documented in Complexity Avalanche, value-added services (VAS) programs enable customers to fully consume purchased products and services, helping them quickly receive full business value and speed the repurchase cycle. In addition, VAS programs are providing new revenue sources for budget-strapped service operations. The winner in this category will have documented case studies showing how their technology or services are being leveraged to boost service and support revenues through delivery of value-added services. Examples could include:
  • Innovation in Emerging Channels. According to TSIA survey data, a quarter of TSIA support services members are leveraging video-sharing sites such as YouTube to communicate with customers, and 36% are offering some level of support via micro-blogging channels such as Twitter. Support organizations are struggling to not only identify which emerging channels to support, but there is little best-practice information available on effective customer management via social media. The Recognized Innovator in this category will provide documented case studies of how their technology and/or services are enabling services organizations to meet and exceed customer expectations for support via emerging channels without breaking the bank.

TSIA Research identified a panel of judges for the Spring 2010 Recognized Innovator Awards, including technology-savvy association members and partners, and several industry experts. The judges were: Kathleen Rege, Bluecoat Systems; David Kay, DB Kay & Associates; Chris Karp, Tektronix; Tim Matanovich, Value and Pricing Partners; Terry Clearkin, Bluecoat Systems; Liz Glagowski, 1to1 Media; Thomas Lah, TSIA; Esteban Kolsky, ThinkJar LLC; Mark Connolly, Logitech; Stacy Philippou, Intuit; Robert Guski, ADC; Melinda Schultz, Teletech; Shawn Santos, TSIA.

The Recognized Innovators for Knowledge Management are:

  • Lithium. The winner in this category is Lithium. Customer-driven content in online communities is changing the way companies approach knowledge management. Lithium, the leader in customer support community platforms, is pushing the envelope on customer content with their new Tribal Knowledge Base product. Lithium’s Tribal Knowledge Base is the first knowledgebase designed to be managed and maintained by an organization’s customer base.
  • Language Weaver. The finalist in this category is Language Weaver. To maximize adoption and success of self-service, knowledgebase content should be available in the native language of customers, but until now, manual translation has been too costly and time-consuming, and first-generation machine translation tools suffered from poor accuracy. Language Weaver has solved this problem with GlobalConnect, a product that plugs into knowledgebase applications and enables content managers to initiate automated translation of content articles—in one click—from within the knowledgebase application.

The Recognized Innovators for Value-Added Services are:

  • nGenera CIM. The winner in this category is nGenera CIM. TSIA Partners were invited to submit innovative service programs—not just technology—for award consideration, and nGenera CIM submitted their nGen Expert Services. The nGen Expert Services program optimizes ROI and customer satisfaction by increasing the number of features used and overall business value of nGen software to the partner’s customers.
  • LivePerson. The finalist in this category is LivePerson. A provider of online intelligent engagement solutions that facilitate real-time assistance and expert advice, LivePerson offers enterprise solutions that improve customer care and customer service acceptance ratings, while reducing contact center costs. LivePerson intelligent engagement solutions also help enterprises turn their call centers into profit centers by enabling online businesses to assess who—of thousands of visitors on their site—will need personalized assistance in order to drive first-contact resolution and ensure retention.

The Recognized Innovators for Emerging Channels are:

  • InQuira. The winner of this category is InQuira. With four out of five Americans now using social networks, the era of social networking clearly has arrived—creating significant implications for enterprises. Today, there are compelling rewards for embracing social communities and having this new social channel tightly integrated with a central knowledge platform. The InQuira Q8 knowledge platform uniquely enables enterprises to maximize these rewards. Featuring seamless integration between social communities and knowledge collaboration, InQuira delivers a new channel of crowd-sourced knowledge.
  • nGenera CIM. The finalist in this category is nGenera CIM. nGenera CIM’s nGen Social Media is a sophisticated collection of tools to identify, monitor, and respond to customer conversations on a variety of social mediums. To solve the problem of “not knowing what you don’t know,” nGen Social Media scans multiple social networking outlets using its Listening and Sentiment Analysis Platform. The platform swiftly identifies customer chatter, prioritizes the incident using sentiment-assessing technology, and routes the incident to the appropriate agent just like a traditional customer-initiated inquiry.

Each of the winners and finalists were featured on Innovation Tours. Tour attendees voted for the best demo–a seven minute overview of the technology, the innovation, and business value. The Spring 2010 Best Innovation Demo Award was presented to: InQuira.

Congratulations to all of our Recognized Innovators!


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