Live from the SSPA Best Practices Conference: Tuesday Highlights
Our Spring 2007 Best Practices Conference came to a close yesterday after another day of strong, member-led breakout sessions, the announcements of our Spring 2007 STAR Awards, and a closing tribute to our retiring founder and Executive Director, Bill Rose.
The winners of the 2007 STAR Awards for Best Practices are:
Best Online Support – Aspen Technology
Best Knowledge Management Practices, Consumer – McAfee
Best Knowledge Management Practices, Enterprise – Oracle
Best On-Site Service – Sun Microsystems
Best Use of Metrics & Business Intelligence – IBM Rochester
Best Customer Commitment, Consumer – Intuit
Best Customer Commitment, Enterprise – Cisco
Best Support Staff Practices, Consumer – Intuit
Best Support Staff Practices, Enterprise – Network Appliance
Best Service Delivery Optimization, Consumer – HP
Best Service Delivery Optimization, Enterprise – Cisco
Best Practices in Value-Added Support, Consumer – HP
Best Practices in Value-Added Support, Enterprise – Oracle
I have to mention the featured speaker at the STAR Award luncheon, Chip Bell, founder and manager of the Chip Bell Group. Chip gave a wonderful presentation on creating exceptional customer experiences. He had promised to educate members on how to “release employee passion, encourage boldness, and reinvent problem processes – and leave ready and able to get your associates engaged, enthused, and eager to give unforgettable, magnetic service.” And he delivered.
There were around 40 breakout sessions yesterday. Here are a few of the top attended sessions:
- Best Practices for Measuring Self-Service ROI, David Kay, Principal, DB Kay & Associates
- Improve Your Operations Using the SSPA Benchmark Program, Jim Hendrickson, VP Management and Operation Advisory Services, SSPA; Tom Stoltzfus, Director, Business Intelligence Global Customer Support, Oracle
- Weird Science: Applied Analytics and Experimental Design for KM, Keith Redfield, Director, eSupport, Juniper Networks Inc.
- The Ongoing Practice of Normalizing Knowledge, Jim Koontz, Knowledge Manager, Sun Microsystems, Inc.; Farrell Hough, Principal Consultant, OutSights, Inc.
The event closed with a tribute to our retiring Executive Director, Bill Rose. Bill started the SSPA almost 20 years ago, and this was his 50th SSPA conference as ED. Bill has been incredibly influential in founding a profession around servicing customers. He has also been a good friend and mentor to many of us, and I personally thank him for welcoming me into the SSPA family and giving me such tremendous help in initiating SSPA research.
Thanks to all of you for attending the conference and reading my blog, and I hope to see all of you at our fall Leadership Conference in New Orleans September 30-October 2.