At 3 p.m., attendees converged in the main theater where J.B. Wood, president and CEO of AFSMI, SSPA, and TPSA, provided a compelling opening keynote address on “Breakthroughs in Service Economics.” J.B. laid out a solid framework for breaking down existing barriers in services delivery and provided a roadmap that services organizations can follow for navigating today’s challenging times.

William Steenburgh, senior vice president of Xerox Services, followed with his keynote presentation on “Differentiation through Systemic Innovation in Services.” Bill shared how Xerox Services has been looking systemically at bringing innovation throughout the technology adoption life cycle to create differentiation. He also provided an overview of a unique virtual BS degree program for services personnel at the Rochester Institute of Technology, as well as some emerging collaborations with other leading academic institutions.

Both sessions were held in the conference center’s amphitheater. The tiered seating and curtained stage provided a unique ambiance for attendees, with few seats left vacant.

Next stop? The opening of the Technology Services Expo!

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