Opening Day of TSW: Key Support Services Sessions

Today kicks off our Spring 2011 Technology Services World Conference in Santa Clara, CA.  As our interest areas have grown, the number of concurrent tracks is up to 8 or more sessions, so I wanted to highlight some sessions of interest to our tech savvy support services members and partners.

The professional development courses just kicked off, with good size audiences for topics such as Knowledge Management with David Kay and the ROI of Communities with Francoise Tourniaire. Also starting this morning are advisory board meetings and some communities of interest meetings. I’m speaking to the Support Services Champions group at 11:30 on technology adoption and spending for community and social media tools.

The first event at TSW this year is my Innovation Tour at 1pm in the Expo, right before the opening keynote speeches. Join me at the Solutions Stage to hear an overview and see a live demo from each of the finalists in our Spring 2011 Recognized Innovator Awards. The audience will vote for ‘best in show,’ and we’ll have a prize drawing as well, so don’t miss it!

The opening keynotes are from 2-4pm, with my boss Thomas Lah and Anand Eswaran, Vice President, Global Professional Services Software and Solutions, HP. After the keynotes we will have the first round of breakout sessions from 4:15-5:15, called the Power Hour. The Power Hour sessions are lead by the TSIA Research team and executives. My session, in Grand B, is The 2011 TSIA Technology Heatmap: Service Technology Spending and Adoption Trends, in which I’ll go over the results of my 2011 Member Technology Survey. Copies of the report for each discipline are being published to our website today.

At the welcome reception in the Expo, starting at 5:15pm, I’ll be on the solution stage talking about the Heatmap, and interviewing a partner, Intermec Technologies, about trends in mobile service and how to mobilize your field service workforce.

Tomorrow morning at 9:45 I’m doing a Partner Group Advisory Session, an invitation only event for TSIA partners, in which I’ll discuss the results of my Member Technology Survey specific to partners.

Tomorrow at 11am all of the breakout session are case studies about innovative technology and services, including proactive support, social service, knowledge management and Web chat. Something for everyone!

For those of you who love technology, the big event is Wednesday, the TSIA Vision Awards Competition, with members, partners and some tech startups demoing their coolest products. The audience votes live for their favorite, and awards are presented to the winners.

Stay tuned as I pass along trends, gossip, hallway conversations and anything else of interest from TSW! and as always thanks for reading!

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One Comment on “Opening Day of TSW: Key Support Services Sessions”


  1. […] tech savvy support services members and partners. The professional development courses just […] Ragsdale’s Eye on Service Posted in test | Tags: Opening, Services, Sessions, Support « Customer Service and More: […]


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