TSW Day One: Top Attended Sessions

Yesterday was the official opening of Technology Services World Best Practices in Santa Clara. I haven’t seen the final registration count, but we have around 800 attendees. I kicked off the conference yesterday with our TechFUTURES event and the TechBEST Showcase. The TechFUTURES event was so much fun–we moved the audience forward to 2018 and looked at how support operations had changed, particularly around social media, knowledge management, mobility and customer experience. Great presentations and audience response. Now everyone is teasing me about the slide of me as “Rip Van Ragsdale.”

I just received the session counts from yesterday’s breakout sessions, and I always like to do a blog post showing which topics received the most attendees. Obviously conference attendees vote with their feet, so this is a good way to figure out which topics are “top of mind” for the audience.  The five top attended sessions from Day One of TSW were:

• Best Practices for Retaining and Upselling Customers. No big surprise, the top attended session with over 100 attendees was focused on revenue generation. Presented by Julia Stegman, TSIA’s VP of research for Service Revenue Generation, this session looked at industry performance with renewal rates and upsell rates for recurring service revenues, based on Julia’s SRG benchmark work.
• The 2013 TSIA Technology Heatmap: Service Technology Adoption, Spending and Inquiry Trends. I’m tickled that my session was the 2nd top attended session. I hosted this session with Edly Villanueva, one of our member success representatives, who was a great presenter and a lot of fun to work with. I presented findings from my annual Member Technology Survey, and Edly and I talked about top inquiry topics across service disciplines and gave a pitch to the audience to submit more inquiries!
• Linking Service Business Challenges to Service Optimization. This session was presented by TSIA’s Operational Best Practices (OBP) team of Joanne Weigel, Charles Thomas and Tom Pridham, who shared their global perspectives on known best practices, what they are and why they are important ingredients to a successful Support, Field or Professional service business.
• How to Transform Your Support Organization into a Knowledge Management Machine! We always have at least 1 KM title in the Top 5! This session, presented by Jeremy Largman, Knowledge Management Program Manager, Atlassian, discussed techniques to get past the common pitfalls with change across the organization. I’m doing a workout session today with Jeremy and looking forward to it!
• Picasso and Einstein: Best Practices in Content Development. It is great to see an education services session make it into the top attended sessions! Presented by Maria Manning Chapman, TSIA’s Senior Director for ES, this session presented research conducted earlier this year outlining best practices for approaching the content development process, timeliness to market, options for managing the expense of content development, metrics to gauge success and how volume of offerings is a key indicator of the level of science required to produce a work of art.

Stay tuned for more updates live from TSW! And as always, thanks for reading!

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