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May 2018
May 2018


Manchester Grand Hyatt Hotel 1 Market Place San Diego , California 92101
Tel: (619) 232-1234
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TSW San Diego - Technology Services World






$2,066 - $2,426


Event Overview:

About Technology Services World San Diego 2018 Conference

Learn how technology companies are leveraging the expertise of both their Sales and Service teams to land, retain, and grow customers.

At TSW San Diego 2018, you'll discover how Service and Sales can work together to unlock new opportunities for revenue growth and customer retention by helping the customer achieve their desired outcomes.

The content and conversations at this conference will be highly relevant to technology services professionals in a wide variety of roles, including:

  • Service leaders of all kinds, including customer success, education services, field services, managed services, professional services, and support services
  • Sales leaders that are looking for ways to re-engineer their selling motion to cost-effectively land and expand customers
  • Product and Product Marketing leaders that are working to develop competitive offers that are both sticky and profitable
  • Marketing leaders focused on demand generation of new customers and upsell and cross-sell
  • Channel partner strategy owners
  • Channel partners focused on improving their role in the XaaS business model

Exhibitor Information:

Promote Your Brand Among Service Executives

TSW conferences offer many opportunities to interact with prospective and existing customers within our community. With an attendance of over 1,800 services professionals expected at this year's event, TSIA offers you several sponsorship opportunities to gain more visibility for your company and solutions.

About TSIA:

The Technology Services World (TSW) conference is produced by the Technology Services Industry Association (TSIA). We are dedicated to helping services organizations large and small grow and advance in the technology industry. We provide world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, exceptional peer networking opportunities, and high-profile certification and awards programs. Find out how you can achieve success, too, by requesting your membership briefing.


May 7   
7:00 AM - 6:00 PM Registration and Information
11:30 AM - 1:30 PM Discipline Meetings with Lunch (Open to Vice Presidents and Above)
11:30 AM - 12:15 PM Pre-Conference Keynote
12:00 PM - 1:30 PM TSW | EXPO Preview and Lunch
1:30 PM - 1:50 PM All About TSIA/Making the Most of Your TSW Conference Experience
1:30 PM - 2:00 PM Break
2:00 PM - 3:45 PM Opening Keynotes
3:45 PM - 4:00 PM Break
4:00 PM - 5:00 PM Concurrent TSIA Research Breakouts
5:00 PM - 7:00 PM Welcome Reception in the TSW | EXPO
May 8   
6:00 AM - 7:00 AM Fitness Event - 5K on the Bay
7:00 AM - 6:00 PM Registration and Information
7:00 AM - 8:30 AM Grab-and-Go Coffee and Bites
7:00 AM - 8:15 AM Women in Services Breakfast (additional fee)
8:30 AM - 9:30 AM Keynotes
9:30 AM - 9:45 AM Break
9:45 AM - 10:45 AM Discipline-Specific Keynotes
10:45 AM - 11:00 AM Break
11:00 AM - 12:00 PM Concurrent Breakouts
12:00 PM - 2:00 PM Lunch and EXPO Breakout Sessions in the TSW | EXPO
2:00 PM - 3:00 PM Services Technology Advantage Case Studies
3:00 PM - 3:15 PM Break
3:15 PM - 4:00 PM Concurrent Industry Panels
4:00 PM - 4:15 PM Break
4:15 PM - 5:15 PM Concurrent Breakouts
5:15 PM - 6:30 PM Reception in the TSW | EXPO
7:00 PM - 10:30 PM Networking Event on the USS Midway (additional fee)
May 9   
6:00 AM - 7:00 AM Fitness Event - Yoga
7:00 AM - 2:00 PM Registration and Information
7:00 AM - 8:30 AM Grab-and-Go Coffee and Bites
8:30 AM - 9:30 AM Keynote
9:30 AM - 10:00 AM Break in the TSW | EXPO
10:00 AM - 11:00 AM Concurrent Breakouts
10:00 AM - 12:30 PM TSW | EXPO - Final Opportunity
11:00 AM - 11:15 AM Break
11:15 AM - 12:15 PM Closing Keynote

Keynote Speakers

John Ragsdale

VP Research, Technology and Social - TSIA

John Ragsdale is the vice president of technology and social research for the Technology Services Industry Association (TSIA). His area of expertise is in creating strategies for improving the service operations and overall customer experience by leveraging innovative technology. Ragsdale drives TSIA's highly regarded technology research agenda, delivering insightful, thought-leadership research and analysis on the most pressing business issues facing services leaders to enable them to better plan and execute their service strategies.

Prior to joining TSIA, Ragsdale spent over six years at Forrester Research as vice president and research director. During his career, he has held product management and marketing positions at various service and support technology vendors, including Clarify, Answer Systems, Platinum Technologies, and Nortel Networks. He has been involved in customer service throughout his career, including over 10 years managing both the internal and external customer support organizations for a global retailer.

Thomas Lah

Executive Director - TSIA

The traditional responsibilities of Sales and Service roles are blurring for technology providers. This question was once easy to answer: "Who owns the customer?" Almost every technology company could comfortably respond: "Sales." But in today's world of subscription services and business outcomes, that answer is not always so obvious. Services most likely has the responsibility for helping the customer achieve specific business outcomes. Services may even be given the responsibility for renewing and expanding specific customer contracts. Who "owns" those customers? 

As companies work through the ramifications of new engagement models, traditional success metrics will no longer be enough for service organizations. Hanging success on high customer satisfaction scores, improving Net Promoter scores, or meeting customer SLAs will prove hollow victories in the face of anemic account growth. 

The changing engagement models and changing account economics are forcing new success metrics. In this keynote, Executive Director Thomas Lah will review how technology service organizations have historically defined their success for executive teams and board rooms. He will then make the case for why those metrics will not serve companies well when the responsibilities of Sales and Services organizations have blurred. Finally, he will outline a framework connecting Services activities directly to the success metrics every CEO and CFO should be watching in today's technology marketplace: Account retention and account expansion. 

If your company is debating the role of Sales and Services at the account level. If Sales and Services leaders within your company are struggling to align incentives for their organizations. If you are struggling to validate the economic value of your service investments. If you are finding your improving customer satisfaction scores are not keeping budget cuts at bay. This is the session for you.

Thomas Lah is the executive director of the Technology Services Industry Association (TSIA). In this role, he oversees the research, member success and member programs functions for TSIA. Previously he co-founded and served as the executive director of the Technology Professional Services Association (TPSA).

Over the past 15 years, Lah has provided advisory services to a broad range of leading technology companies—including CA, EMC, HP, Hitachi Data Systems, Microsoft, SAP, and—to help them establish or improve their professional services organizations. His books include "Building Professional Services: The Sirens' Song" (2002), "Mastering Professional Services" (2005) and recently, "Bridging the Services Chasm" (2009), "Consumption Economics" (2011) and "B4B" (2013).

Leveraging his writings and the TSIA research portfolio, Lah has become a prominent industry speaker on the topics of optimizing technology service businesses within product companies and the market trends impacting service organizations.

Since 2002, Lah has also taught an MBA class at The Ohio State University Fisher College of Business titled “Building Professional Services,” which is based on his writings.

Charles Matthews

VP, North America Sales - Alcatel-Lucent Enterprise

Charles Matthews recently returned to the U.S. from a four-year expat assignment running Global Services Teams from France. He is responsible for the global delivery and business execution of Professional Services, Customer Care, and Educational Services across contact center, telephony, unified communications and data infrastructure product lines. 

Matthews has over 20 years of experience in the telecommunications and software industries. During his 15 years with Alcatel-Lucent he has held positions of progressive management in R&D, Educational Services, Customer Care, and Professional Services. 

Prior to Alcatel-Lucent, he held positions in R&D and Customer Service with business analytics software and business process software companies. Matthews is a graduate of Harvard University.


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