Today kicks off our Technology Services World Conference at the Santa Clara Convention Center. We are expecting over 1,000 attendees–our largest Spring event ever! The theme of the event is “Driving Adoption and Outcomes,” with a big focus on customer success (more on that later in the week), and the shift toward outcome-based services.
The conference officially starts at 1:30pm, with a keynote from my boss, Thomas Lah, Executive Director of TSIA. I’m here extra early today for my Partner Advisory Board meeting at 7am. The PAB meeting is a highlight of the conference for me, getting some face time with key partners of TSIA to share trends, discuss marketing activities, and new programs they are seeing in the industry. I’ll be giving them a peek at the results of my 2015 Global Technology Survey, which will be officially released at my Power Hour session today at 3pm, “Building the Technology Stack for Customer Success: The 2015 Heatmap.”
In my Power Hour presentation, I’ll highlight some of the overarching technology trends impacting service organizations, and reveal the 2015 Technology Heatmap. The Heatmap is a color-coded map of 24 categories of technology used by service organizations, with the colors showing the level of adoption. For example, “cold” categories with less than 25% adoption are blue, while “hot” categories with more than 75% adoption are red. 2015 was the 10th year I’ve conducted the technology survey, which asks about adoption, satisfaction and planned spending for technology. Stay tuned for more details of the findings.
Tomorrow, the second day of the conference, I’m spending the entire day in a conference room doing one-on-one meetings. I think there are still a few slots left, so when you pick up your badge at registration, ask about signing up for a 30 minute meeting with me. Happy to discuss any technology projects you are working on, or have on the horizon, as well as topics around multichannel, knowledge management, mobile and social.
On Wednesday at 11am, the last day of the event, is another favorite part of the conference for me: the TSIA Vision Awards Competition at Service Revolutions. This is our “American Idol” competition for service technology. Presenters have about 6 minutes to give a demo of their innovative technology or program, and the audience uses live response units to vote on the cool factor of each. We have three categories of presenters: Service Practitioners (TSIA members), Startups (new companies just bringing products to market), and Commercial, i.e., established technology vendors. I get to serve on the judges panel, asking questions and making my usual pithy comments about the presentations. A winner is named in each category based on audience voting, with the winner of the Startup group receiving a $10,000 prize!
To all of you attending TSW, welcome to Santa Clara, and thanks for coming! If you aren’t able to attend live, stay tuned for blog posts all week to recap what I’m hearing, top attended sessions, and maybe even a little hallway gossip!
And as always, thanks for reading!