Services Leadership Conference: Closing Day

Today was the final day of our Services Leadership Conference at the Mirage in Vegas. The day opened with an incredible keynote from Robert Reich, former US Labor Secretary, who decided at the last minute not to use his prepared presentation and instead discussed the current economic situation. Very powerful. I’ve always been a fan of Reich because he has the ability to explain very complex economic dynamics so it is consumable to the masses, and today was no exception. Considering he knows most of the players involved in our current mess, his insights were fascinating.

Robert Reich opens day 3 of the conference

Robert Reich opens day 3 of the conference

I apologize for the bad photos in my blog from the conference. I love my iPhone, but the imbedded camera is horrible and causes me endless frustration. What’s the point of having one device do everything if it does it poorly? But I digress.

Following the opening keynote I hosted a sharing session on PSA trends and requirements. Compuware, one of our PSA partners, joined the session and shared their insights on how PSA is evolving. I highlighted the trends I’ve identified from member conversations and partner briefings, as follows:

  • Intelligent analytics. Moving from operational reporting to dashboard based intelligent analytics.
  • Web collaboration tools. Enabling a greater range of services to be delivered remotely.
  • Suite vs. Best of Breed. Integration challenges with PSA applications.
  • Knowledge management and search. How to provide easy access to all content across the enterprise.
  • Web 2.0 communities. Adopting the community concept for global PS resources to share ideas and suggestions.

There was great input from the attendees on challenges with their current systems and their vision of the perfect PSA implementation, and I will be writing up a trends piece on this topic later this year.

The final session of the event were the award luncheons for each association. I attended the SSPA Star Award lunch, and it was so great to see members thrilled with peer recognition awards. Stephen Smith also announced the categories for the Spring SSPA Star Awards, including a new category: Best Online Community.  I look forward to reading those applications!

I am waiting on the final report of attendance by session, and will write a post in next few days to highlight overall trends I heard at the event, as well as share which sessions had the largest audience–always a great indicator of hot topics.

Thanks to everyone who helped us make this a hugely successful event. Even in a down economy, with companies introducing travel restrictions, we had our largest Fall event ever with around 850 people. Thanks for reading!

Explore posts in the same categories: Best Practices, field service, Professional Services, Technology

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One Comment on “Services Leadership Conference: Closing Day”

  1. John,

    It was great meeting you and am excited as we believe that the community trend will be another defining moment for web-based self-service. Having internal employees or external customers auditioning their insights and expertise will shorten the cycle on knowledge and result in more tier zero resolutions. Maintaining control over crowdsourcing applications will be the only way to make this pay off, without sacrificing the quality. By the way, here is a link to a few people who “auditioned” for the Fuze support stage at the show:

    Best Regards,


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