Day 2 of TSW: Top Attended Sessions. Technology Case Studies and Business Makeovers Are Hot!

Yesterday was Day 2 of Technology Services World Best Practicesin Santa Clara, and I’m back to give you a list of the top attended sessions. We had a lot of variety in the focus of sessions yesterday, including a technology case study track, “business makeover” sessions, and collaborative workout sessions. Here were the top 10 attended sessions yesterday:

1. Business Makeover Case Studies – Support Services. This was the #1 top attended session yesterday with 169 attendees–a big crowd. Ken O’Reilly, our VP of support services research, hosted, with an expert panel including Chrisophe Bodin, VP and GM, Maintenance and Customer Support, BMC Software; Marco Bill-Peter, VP Global Support Services, Redhat; Randy Wootton, VP, Premier Success Plans, Customers for Life, Salesforce.com; Jim Robbins, Director of Continuous Improvement, Brocade; as well as me! Great questions, good discussion, and the fun part was we didn’t all agree with each other, which always makes for a better conversation.
2. The Road to Loyalty: Engagement Throughout the Customer Journey. This session was presented by Barry Lamm from LivePerson, and focused on moving interactions to less expensive channels, and the reporting and monitoring required to make it work. I’ve had the pleasure of doing webcasts with Barry and he has a wealth of high volume call center experience and brings great insight into the world of service technology.
3. Achieving Better Visibility into PS Operations, Project Performance and Financials. This session, presented by Pat Garrett – Director, Project Management Office, Experis; and Tom Donnelly – Regional Sales Director, Compuware Corporation; provided a case study in how Experis benefitted from improved visibility and decision making by implementing a “best of breed” PSA (professional services automation) solution.
4. Business Makeover Case Studies – Professional Services. This panel discussion was hosted by our VP of research for PS, Bo Di Muccio, but unfortunately I don’t have a list of his panelists. These business makeover sessions are unique to TSIA events because our members “open the kimono” to discuss their challenges and get input from peers–including competitors. A really powerful example of an association at work.
5. Extracting Meaningful Customer Feedback and Using It. Also a technology case study session, featuring Nicole Allen – Customer Insights Group, Manager, Acer America Corporation; and Ian Wright – Business Development Director, Clarabridge; this session profiled Acer’s voice of the customer (VOC) program, showing how a global PC company extracts meaningful feedback from multiple sources, and leverages it to improve products and the customer experience.
6. The Building Blocks to Optimize Your Recurring Revenue Business. Our members love case study sessions! This one was presented by Dan Biasotti – Sr. Director, Global Support Renewals, VMware; and Frank Lucier – Director, Customer Success, ServiceSource, Inc., and talked about how to identify the gaps and opportunity areas in your renewals business using an end-to–end business process blueprint.
7. Business Makeover Case Studies – Service Revenue Generation. This session was hosted by our VP of research for service revenue generation (SRG), Julia Stegman, with a panel of experts (again, sorry I don’t have the list of panelists) discussing challenges with pricing, renewals, contract tools, etc.
8. Transform Technology Support into a Loyalty-Building Engine: The Power of Advanced Remote Monitoring. This technology case study was presented by Jennifer Kuckelman – Director of Global Support Services, Perceptive Software, LLC; and Michael Cush – CTO, ISOdx Solutions, LLC. Jennifer explained the key financial and performance metrics Perceptive is using to measure success and describe the people, processes and technologies Perceptive is bringing to bear to transform its support team.
9. Proactive Services: How to Get Started. This session hosted by Ken O’Reilly included some great panelists (Joe Ward – Director of Customer Support & Services, Sage; Lewis Rubinstein – Director, Support Services, Enterprise Portfolio Management, Motorola Solutions; and Sydney Garrett – Director, Global Service Delivery Excellence, Cisco Systems) discussing the capabilities of proactive support tools and how to effectively incorporate them into support operations.
10. Social Support 2013: Lithium and Symantec Norton. Rounding out the top 10 attended sessions yesterday was this technology case study presented by Tony Weiss – Norton Forums Global Community Manager, Consumer Products & Solutions, Symantec; and Joseph Cothrel – Chief Community Officer, Lithium Technologies; showing how Symantec Norton’s social support effort has served as a model for many companies beginning the social support journey. Initiated as a platform for customers to help customers, Norton’s communities have matured into a key source of customer insight, and as a way for the company to share timely and accurate information.

Thanks to all the great presenters, and thanks to all the attendees who voted with butts in seats! And as always, thanks for reading!

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