Hot Topics: Top Attended Sessions at Services Leadership Conference

A great way to identify the hottest topics in the service and support industry is to look at the top attended breakout sessions from last week’s AFSMI, SSPA and TPSA Services Leadership Conference.  This was the first co-located event for the three associations, and the first time that attendees were given an option of attending any session, regardless of association.  With an audience of 850 members and partners across professional services, contact center, technical support and field service operations, the five top attended sessions were:

  1. Tracking Effectiveness and Performance with Operating Metrics; Chris Palomino, Oracle
  2. Segmenting to Innovate: Tapping into Customers’ Unspoken Needs to Build Differentiated Services; Barry McPherson, McAfee
  3. Winning and Keeping Customers: It’s All About the Experiences- Eight Steps to Becoming a Customer Experience Superhero; Joe Baksha, Motorola, Andrew Hull, RightNow Technologies
  4. The SSPA/AFSMI Benchmark Study: How Does Your Support Organization Measure Up?; Bill Rose, SSPA
  5. Process Overview and Industry Data Points: Economic Impact Analysis; Thomas Lah, TPSA

There were multiple tracks of content at the event with a total of more than 80 sessions.  Here are the top attended sessions from each track:

Channel and Partner Management:

  • Developing a Global Service Partner Ecosystem; Franco Amato, Global Service Partners, CA
  • Partner Enablement: Cannibalization of Our PS Organization? Partner Management Community of Interest Report Out; Susan McKay, EMC/TPSA Partner COI Co-Chair & Chris Chapman, U.S. Public Sector/NetApp/TPSA Partner COI Co-Chair & David Blessing, InScope Solutions & Brad Coleman, Genesys
  • Do Alliances in Professional Services Organizations Increase Customer Satisfaction? Elie Hay, Avaya

Service Delivery:

  • Competencies Development and Retention of Talent; Chris Farnath, Aspect Software & Steve Downton, Downton Consulting
  • Premier Account Management: TAMs and SDMs; Michael Johnson, Dell
  • PMO Survey Results; Bo Di Muccio, TPSA

Service Development:

  • Reengineering a Product Organization to Support a Solution-Led Approach to Services; Davil Tillman, Brocade
  • Building a Project Management Office (PMO) with an Embedded PS; Dave Yusaf, CA Services, CA
  • Ecosystems to Support Innovative, Asset-Based Services; Matthew Denesuk, IBM

Innovative Service Technology

  • Winning and Keeping Customers: It’s All About the Experiences- Eight Steps to Becoming a Customer Experience Superhero; Joe Baksha, Motorola, Andrew Hull, RightNow Technologies
  • Case Study- Research In Motion- Kepner-Tregoe; Brad Maybee, Research In Motion & Shellina Damji, Kepner-Tregoe
  • Delivering Fast, Proactive Support to Global Customers; Dan DuBeau, Varian Medical Systems & Jim Pendergast, Axeda

Product Management

  • Product Management: Technology- Making Product Support Easier; Steven Nickel, Sony Electronics
  • Product Management: Winning Strategies for Services Product Management and Direct Alignment to the Field: Plan of Record, Roadmap, Solution Framework Best Practices; Ajay Nigam, Symantec
  • Product Management: Using Service Interactions to Optimize Product Test; Kevin Lueders, Cisco Systems

Services Marketing

  • Building a Branded Professional Services Methodology; Douglas Laney, BMC Software
  • Customer-Centric Innovation: Transforming Our Business with Customer Insights; Richard Nelson, Phillips Healthcare
  • Shifting from Point Offerings to Solution Sets: A Review of NetApp’s Paradigm Shift from Product-Oriented Selling to Services-Led Solution Selling; Nick Chang, NetApp Professional Services

Managing Service for SMBs

  • Managing Services ina SMB: Applying TPSA Frameworks in a Small PS Organization; Paul Hofstadler, Mentor Graphics
  • Managing Services in a SMB: PS Benchmarks for SMBs; Bo Di Muccio, TPSA
  • Managing Services in SMB: The Value of SSPA Benchmarking for SMBs; Bill Rose, SSPA

Service Operations

  • Tracking Effectiveness and Performance with Operating Metrics; Chris Palomino, Oracle
  • The SSPA/AFSMI Benchmark Study: How Does Your Support Organization Measure Up?; Bill Rose, SSPA
  • Using Performance Metrics to Integrate Operations with Strategic Plans; Maryam Aghamirzadeh, Cisco Systems

Service Strategy

  • Segmenting to Innovate: Tapping into Customers’ Unspoken Needs to Build Differentiated Services; Barry McPherson, McAfee
  • Process Overview and Industry Data Points: Economic Impact Analysis; Thomas Lah, TPSA
  • Turning Your Customer Experience Strategy into a Corporate Strategy; Craig Adams, Akamai Technologies

For association members, the presentations from all of these sessions will be available on our websites within a week or so, so stay tuned!

Thanks to everyone who made this an incredible event, and I look forward to seeing all of you at our next event, Technology Services Silicon Valley, in May in Santa Clara, CA.  Thanks for reading!

Explore posts in the same categories: Consumer Support, Enterprise Support, field service, Professional Services, Technology

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2 Comments on “Hot Topics: Top Attended Sessions at Services Leadership Conference”


  1. This surely makes great sense to me…


  2. Might be the greatest read I have read!!!


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