TSW 2011 Silicon Valley: It’s a Wrap!

suzanne.hite — Wed, 04 May 2011 23:45:24 +0000

The curtain has closed on TSW 2011 Silicon Valley. The atmosphere was electric and alive with learning, old and new connections, camaraderie, and entertainment. The first Services Revenue Generation Summit was held this afternoon at TSW, where TSIA launched a new focus on identifying the discrete processes that represent pivotal opportunities to optimize the services revenue generation function.

Check the TSW website for news and information on downloading presentations, early-bird registration for TSW Las Vegas, and more. Our sincere thanks go to all who participated, and we look forward to seeing you in Las Vegas this fall!

TSIA President and CEO J.B. Wood

TSIA Executive Director Thomas Lah

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TSIA Awards Ceremony

suzanne.hite — Wed, 04 May 2011 21:56:46 +0000

Every day, new boundaries in technology services innovation are reached. TSIA is proud to recognize this creativity and drive to excellence through our awards program. Visit our Awards Page to see the winners at TSW 2011 Silicon Valley.

TSIA's Tom Pridham Invites Xerox's Mark Baniewicz to Awards Stage

Group Shot from TSIA Awards Luncheon

Hubcase Wins Vision Award Grand Prize in Startup Category

TSIA Awards Winners

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Vision Awards—Providing Glimpse into the Future of Technology Services

suzanne.hite — Wed, 04 May 2011 21:55:32 +0000

Following the day’s final breakout sessions, attendees filed into the Mission City Ballroom to witness the second annual Service Revolutions competition. They came, they saw, and they were wowed. Touted as “the American Idol^TM of technology services,” this competition is like none other in our industry, with winners receiving the prestigious TSIA Vision Award.

Today a series of on-stage demonstrations took place, revealing the latest innovations in technology services—from cutting-edge services new to the market, to start-ups with innovative service models, to the newest advances in service technology, to the latest breakthroughs from the emerging world of service science. Winners were selected by a live audience of industry practitioners along with a panel of expert judges.

The 2011 Vision Awards are based on the theme, “True vision is having the intelligent foresight to define a better, more productive future.” A total of eight companies competed in three categories: Service Practitioner, Startup Companies, and Commercial. One winner was selected in each of the three categories.

Hubcase, Media Roost, MicroStrategy, Moxie Software, Philips Healthcare, Reciprocity, ServiceMax, and Teradata put on outstanding demonstrations of some really innovative and cool technologies, with the audience rating them live on a “cool scale” of 1-5.

So who won? Hubcase won our Startup Companies category, Philips Healthcare won the Service Practitioner category, and ServiceMax won the Commercial category. Our congratulations go to all of our winning companies. Visit our Awards Page for full details!

Vision Award Contestant Takes Center Stage

Vision Awards Contestant from ServiceMax Demonstrates Technology

Vision Awards Contestant Presents to TSW Audience

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The IT Buyer of the Future

suzanne.hite — Wed, 04 May 2011 17:56:27 +0000

As we all know, the technology industry is shifting at record pace, and so is the culture. Support, education, features, value…everything in tech is being reinvented right before our eyes. And the line between consumer technology and corporate technology is blurring. Society and business expectations are viewed differently by the incoming generation. They multitask, they want instant gratification, and they expect two-way social interaction with organizations. David Pogue, New York Times tech columnist, made some realistic and plausible predictions about where it’s all going, what new technologies will be taken for granted, and what the new culture will look like his “IT Buyer of the Future” keynote. Pogue was not only insightful, but amusing—his discussion was very well received by attendees. If you missed it, the good news is, you’ll have a chance to see it. Look to TSIA.com in the next few weeks to view the video—it’s a must-see, pretty entertaining as well!

NY Times Tech Columnist David Pogue Discusses the IT Buyer of the Future

David Pogue Entertains as He Explains in This Morning's Keynote

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The Changing Role of Services in the Sales Process

suzanne.hite — Wed, 04 May 2011 17:55:01 +0000

Closing the consumption gap that exists around most technology products today is good for customer satisfaction. So what? For years, service organizations could not provide a good enough answer to this question. They never got the headcount nor the investment dollars needed to actually attack the problem. But today’s radical shift to cloud and other consumption-based product pricing models is providing a dramatically different framework from which to answer this question.

So what should the role of services be in growing profitable account revenue? This has been a very talked-about subject. How should we think about the opportunities, and how should we realistically evaluate our ability to deliver on the promise given the people, processes, and business models we have in services today?

TSIA president and CEO J.B. Wood answered these questions and more in today’s opening keynote address. J.B. gave away some “golden nuggets” in this his discussion—nuggets that we can all use for building a better services organization. For a full write-up, see this evening’s edition of ConferenceNews Daily.

TSIA CEO J.B. Wood Addresses the Changing Role of Services in the Sales Process

This Morning's Keynote

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Women in Services Dinner—Peer Networking Accelerates Success

suzanne.hite — Wed, 04 May 2011 04:29:26 +0000

The Women in Services networking dinner and charity event has become a very popular TSW tradition—and for good reason. It’s a unique atmosphere in which women services leaders come together to share stories on how they climbed the corporate ladder of success in technology services. EMC vice president of Customer Support Services Mary Cay Kosten was the keynote speaker at this evening’s networking dinner.

Kosten leads a 3,000-person global team supporting EMC’s customer base and is responsible for worldwide field, logistics, and escalation management. She has more than 25 years of experience in service and supplier management, with a proven track record in building outstanding service delivery organizations.

She shared her career highlights and some key success factors she has learned along the way, highlighting the importance of people—management, peers, and employees—to her success and the success of the organization.

A portion of the dinner ticket price and chance drawing tickets are donated to Dress for Success San Diego, a charity organization that provides business attire and career counseling for financially challenged women.

As always, it was a great evening filled with peer camaraderie, open dialogue, and brand-new connections.

Women in Services Networking Dinner

Drawing for Prizes at Women in Services Dinner Event

Happy Prize Winners

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Workout Sessions—Where Problems Get Solved

suzanne.hite — Tue, 03 May 2011 23:29:30 +0000

This afternoon was filled with TSW Workout Sessions. This is where attendees had a chance to bring their service business challenges to the table for open and collaborative peer problem solving. Workouts are very interactive sessions that are co-facilitated by industry practitioners and TSIA staff. Candid talks broke out about common issues, and discussions moved from there to the sharing of best practices and new ideas for problem resolution. Questions got answered, problems got “worked out,” and new ideas were borne.

Peer Learning during Afternooon Session

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TSW | EXPO—Where Idea Exchange Takes Place

suzanne.hite — Tue, 03 May 2011 20:35:39 +0000

Following today’s Innovation Tour, led by TSIA’s John Ragsdale, attendees enjoyed lunch and the below Theater Solution Sessions in the TSW | EXPO.

“The Five Myths of Customer Service Satisfaction: Setting Your Sights on the Right Targets,” with Michael D. Clarkin, Vice President, Marketing, Contact Center Services, Sykes Enterprises.
“Accelerating Recurring Service Revenue and Customer Loyalty,” with Nick Howard, Senior Director, Service Operations, NetApp, and Ganesh Bell, Executive Vice President, Products, ServiceSource.
“Why and How to Build and Successfully Launch a Premium Technical Support Business,” with Wynn Grubbs, Vice President, Business Development and Marketing, PlumChoice.
“Building a Value-Added Services (VAS) Portfolio: The New Value and Revenue-Generating Proposition for Professional Services,” with Linda Ungaro, Worldwide Director, Professional Services, Compuware.

TSW’s Theater Solution Sessions are always popular with attendees, as they gather to learn straight from the industry experts.

TSW Theater Solution Session

ServiceSource Executives Discuss "Accelerating Recurring Service Revenue and Customer Loyalty" in Theater Solution Session

Inside the TSW | EXPO

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Morning Sessions—Where Expertise and Success Stories Were Shared

suzanne.hite — Tue, 03 May 2011 19:11:51 +0000

This morning’s Breakout Sessions featured individual speakers and panels sharing their expertise in particular service functional areas. Breakout speakers include accomplished service practitioners from TSIA member companies, TSIA senior research staff, TSIA consulting partners, and customer case studies on the use of innovative service technology. Following the Breakouts, eight co-presented case-study sessions highlighting collaboration between services providers and their customers were featured in the “Services Technology Advantage” track.

Panelist in Discussion

Making Plans for the Day

Attendees Listen In

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Returning to Growth

suzanne.hite — Tue, 03 May 2011 18:25:43 +0000

How Xerox Is Strategically Using Services to Drive Growth
The Xerox story is one that’s pervasive in nature. We’ve watched the organization build itself up from where it was in 2003, into a “new Xerox” that we know today. And this new Xerox is all about growth. The company is aggressively pursuing organic and inorganic opportunities in document technology and services, business process outsourcing, and IT outsourcing to deliver on that growth.

In this morning’s opening keynote address, Bill Steenburgh, senior vice president of Xerox Services, shared how Xerox and Xerox Services are strategically using services to drive progress. He gave a high-level perspective of the Xerox journey to become the world’s largest enterprise for business process and document management.

Bill Steenburgh of Xerox Services Discusses How to Drive Growth through Services in This Morning's Keynote

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