SSPA Conferences

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Agenda

Sunday
8:00am — 7:30pm	Registration Open
10:00am — 4:00pm	Professional Development Workshops Reengineering Customer Support: A Step by Step Methodology to Achieve Quantum Leap Improvement,Dave Brown, President, Support Center University Web 2.0: Key Elements for Success, John Ragsdale, VP of Research, SSPA Jay Friedman, Co-founder, SonicSwap Chris Kollas, Vice President, Business Development, WetPaint Neil Beam, Senior Manager - Customer Loyalty, Sage Software Understand Your Customers: Best Practices for Measuring Service Success, Frederick C. Van Bennekom, Dr.B.A., Founder and Principal, Great Brook Breakthrough Knowledge Management, David Kay, Founder and Principal, DB Kay & Associates
5:00pm — 7:00pm	Welcome Reception in Tech Expo
Monday
7:30am — 5:30pm	Registration Open
7:30am — 8:30am	Breakfast in Technology Services Expo
8:30am — 9:15am	Keynote 1: SSPA Industry Update, Stephen Smith, Executive Director, SSPA
9:15am — 10:00am	Keynote 2: Achieving Service Excellence, Mary Cay Kosten, Senior Vice President, Global Customer Services, Sun Microsystems
10:00am — 10:30am	Keynote 3: 2008 Support Technology Trends: Profiles of Innovation and Recognized Innovator Awards, John Ragsdale, VP Research, SSPA
10:30am — 10:45am	Moving Break
10:45am — 12:15pm	Concurrent Breakout Sessions Benchmarking and Metrics - Using Benchmarking and Metrics to Integrate Operations with Strategic Plans Maryam Aghamirzadeh, Vice President, Technical Services, Cisco Best Practices for Small and Medium Businesses - Step In and Step It Up! John Blakeman, Vice President of Customer Support, Taleo Consumer Support - Motivating and Rewarding Service Employees Sid Saleh, Founder & Publisher, ServicesRevenue Jaime M. Ehrhardt, Human Resource Manager, Best Buy Embracing Web 2.0 - Customer Service in the Web 2.0 Era Krista Anderson, Senior Vice President of Support and Customer Success, salesforce.com Innovative Support Technology (Co-Presented by Partners and their Customers) - Mining Customer Interactions for Customer Experience Management Sid Banerjee, CEO and Co-Founder, Clarabridge Chris Jones, Manager of Analytics, Intuit Innovative Support Technology (Co-Presented by Partners and their Customers) - Ask the Experts: Best Practices Panel with Apple, GE Fanuc, Symantec, Mentor Graphics and InQuira Jason Hekl, Vice President, Marketing, InQuira Joe Hines, Manager Applecare Knowledge Management, Apple M.J. Hawes, Senior Manager Applecare Global Online Support,Apple Kim Kelley, Support Delivery Systems Program Manager,Mentor Graphics Scott Duhaime, GlobalCare Product Manager,GE Fanuc Bradford Smith,Senior Director Support Experience Team, Symantec Corporation Brent Hayward,Vice President Services, InQuira Knowledge Management - Beyond Knowledge-Centered Support Robert Rose, Director of Knowledge Management, Global Enterprise Support Services, Symantec Tom Fuhriman, President, KnowledgeTraks Management Excellence - Improving Maintenance and Support Deals with the Deal Quality Index Owen Walsworth, Senior Program Manager, Openwave Support Operations - Everything Must Change: Evolving from Hierarchical Escalators to Skill-Based Collaborators Craig Bernero, Global Senior Director, EMC Corporation Talent Management - Best Practices for Managing Support Staff in India Dheeraj Prasad, Director, Developer Support, Microsoft Global Technical Support Center, India, Microsoft Corporation
10:45am — 11:45am	Innovation Tour #1 in Technology Services Expo
12:15pm — 2:00pm	Lunch and Theater Sessions in Technology Services Expo 12:45pm — 1:30pm Intuit and Customer Service Technology Kristopher Nagoda, Project Manager, Intuit Rumana Habib, Lead Program Manager, Microsoft
2:00pm — 3:00pm	Concurrent Breakout Sessions Benchmarking and Metrics - A Balanced Scorecard Approach to Support Metrics Dave Brown, President, Support Center University Best Practices for Small and Medium Businesses - Reinventing Customer Support In Less Than Six Months Vicki Sewell, Senior Vice President, Client Services and Support, Inovis Roger Lee, Director, Business Consulting, Autonomy etalk Consumer Support - Challenges and Rewards of Consumer Support Tarik Mahmoud, eSupport and Service Technology Senior Manager, Linksys, a Division of Cisco Systems, Inc, Embracing Web 2.0 - Support Operations and the Cisco Strategic Direction for Web 2.0 James Glueck, Vice President of Technical Services, Customer Advocacy, Cisco Innovative Support Technology (Co-Presented by Partners and their Customers) - Integrating KM with the Service Experience: Lessons from one of the World's Largest Contact Centers Mark Angel, Senior Vice President of Corporate Development and Strategy, KANA Software Jennifer Neussen, Knowledge System Administrator, Sprint Innovative Support Technology (Co-Presented by Partners and their Customers) - Remote Services: It’s not just for support anymore Robert Bell, Vice President, Product Support Services, formerly with Eclipsys Barry Dacus, Senior Manager of Product Management, Citrix Online Knowledge Management - Using High-Value Content to Drive Web-Based Support Lee Perlov, Project Lead, Client Self-Assist Content Projects, IBM Mary Ellen Coleman , Information Architect, IM Client Support, IBM Management Excellence - The Pre-Emptive Escalation Model Geetha Panda, World Wide Head, for Service Delivery Excellence , Hewlett Packard Kshitij Joshi, TCE & Quality Manager, Hewlett Packard Support Operations - Multivendor Support Panel David Misukanis, Director of Escalation Management, Americas, Symantec Corporation David Crowther, Director of Global Technical Support, Novell John Southard, Partner Manager, Dell Rhonda Cordonnier, Global Support Services, Oracle Craig Bernero, Global Senior Director, Technical Support Infrastructure Software and Environment Support, EMC Corporation Talent Management - OnRamp to Success at NetApp: How to onboard and retain technical support professionals for fun and profit Brian M. Collins, Senior Technical Developer, NetApp Sanjiv Varma, Senior Manager, Global Support, Learning & Performance, NetApp
2:00pm — 3:00pm	Innovation Tour #2
3:00pm — 3:15pm	Refreshment Break
3:15pm — 4:15pm	8 Concurrent Best Practices Sharing Sessions Concurrent Breakout Sessions Innovative Support Technology (Co-Presented by Partners and their Customers) - Getting Started with a Support Community Joseph Cothrel, Vice President of Community Management, Lithium Technologies Neil Beam, Senior Manager – Customer Loyalty, Sage Software Innovative Support Technology (Co-Presented by Partners and their Customers) - Optimizing KM to improve operational and product efficiencies Bob Tatemichi, Chief Operating Officer, Kaidara Dave Bellaver, Sr. Manager Techline Assistance, Hyundai Motor America
4:15pm — 4:30pm	Moving Break
4:30pm — 5:15pm	Keynote 4: End-to-End Solution Operations for Reliable Application Support, Andreas Graesser , Vice President, Active Global Support, SAP America
5:30pm — 7:30pm	Reception in Technology Services Expo
Tuesday
7:30am — 5:00pm	Registration Open
7:30am — 8:30am	Breakfast
8:30am — 9:15am	Keynote 1: Moving from Break/Fix to Breakthrough Customer Success, Denise Rundle, General Manager, Global Consumer Support, Microsoft
9:15am — 9:30am	Moving Break
9:30am — 10:30am	Concurrent Breakout Sessions Benchmarking and Metrics - How Can I Improve Thee, Customer Satisfaction Survey? Let Me Count the Ways Pat McMahon, Senior Business Operations Manager, Cisco Best Practices for Small and Medium Businesses - Hiring for the Future Robert A. Druhot, Manager of Technical Support, Advanced Solutions International, Inc. Consumer Support - The Road to Value-Added Support: Three Key Inflection Points John Ragsdale, Vice President of Research, SSPA Embracing Web 2.0 - Web 2.0: Transforming the Support and Content Model Sean O'Driscoll, General Manager, Community Support, Microsoft Innovative Support Technology (Co-Presented by Partners and their Customers) - How Trulia Leveraged World-Class Technology to Transform Their Customers into Raving Fans and Made Their Support Team Legendary Brian Sparr, Manager, Customer Operations, Trulia, Inc. Gary McNeil, Vice President of Marketing, Parature Innovative Support Technology (Co-Presented by Partners and their Customers) - Exploiting Knowledge to Meet (and Exceed) Customer Expectations Mike Carter, Senior Manager, Technical Support, QLogic Corporation Marty Thompson, Product Marketing Manager, KNOVA, a Consona CRM Company Knowledge Management - Sharing Knowledge Is Power Anna Lynch, Director, Knowledge Management and Support Services, Cognos, an IBM Company Management Excellence - Finding the Method in Troubleshooting Madness Phoebe Minias, Program Manager, Customer Care Operations, Akamai Technologies Vedran Peric, Program Manager, Customer Care Operations, Akamai Technologies Support Operations - Systems Mapping for Business Process Optimization George Davis, WW Software Services Support, Operations Manager, Hewlett Packard Talent Management - Future Workforce, Future Success: Attract, Retain & Win Janet Ramey, Senior Director, Technical Services, Cisco Systems
10:30am — 10:45am	Moving Break
10:45am — 11:45am	8 Concurrent Best Practices Sharing Sessions Concurrent Breakout Sessions Innovative Support Technology (Co-Presented by Partners and their Customers) - The truth behind "Going Proactive" Keith Mellor, Chief Architect, Openwave Nimmy Reichenberg , Vice President Marketing, NextNine Innovative Support Technology (Co-Presented by Partners and their Customers) - Get the facts on Remote Support from Linksys Tarik Mahmoud, eSupport and Service Technology Senior Manager, Linksys, a Division of Cisco Systems, Inc, Jack Chawla, Sr. Director of Product Management, Cisco-WebEx
11:45am — 12:00pm	Moving Break
12:00pm — 1:45pm	STAR Awards Luncheon with Keynote Speaker: Insight, Perspectives and Strategies for Understanding, Employing and Educating the Next Generation, Eric Chester, Founder & President, Generation Why
1:45pm — 2:00pm	Moving Break
2:00pm — 3:00pm	Concurrent Breakout Sessions Benchmarking and Metrics - Sun Service's Product Performance Review Process: Connecting Executive Concerns to Practical Improvements Jonathan Bastow, Services Program Manager, Sun Microsystems Best Practices for Small and Medium Businesses - Taking the Plunge: Building a Successful 24x7 Support Operation in SMB Todd Crowder, Director of Worldwide Technical Support, Double-Take Software Consumer Support - Leveraging Web 2.0 to Supercharge Self-Service Sites Brian Sprague, Senior Executive, Accenture Embracing Web 2.0 - The Wiki Way to Manage Support Knowledge David Kay, Principal, DB Kay & Associates Innovative Support Technology (Co-Presented by Partners and their Customers) - Improve Your Customer’s Bottom Line Through Remote Installation, Support and Consulting Nathan McNeill, VP Product Strategy, Bomgar Phil DeMuth, Assistant Vice President & Knowledgebase Manager, Information Technology, Inc. Innovative Support Technology (Co-Presented by Partners and their Customers) - KM Best Practices: a Case Study Bob Peery, Director of Knowledgebase Product Management, Talisma Corporation Hank Church, Manager of Knowledge Management, Boeing Employees Credit Union Knowledge Management - Achieving Knowledge-Centered Support with Limited Resources Francoise Tourniaire, Owner, FTWorks Don Frye, Engineering Development Group (EDG) Manager, The MathWorks Management Excellence - Support Operational Data Analysis: Putting the Puzzle Together Fred Bennekom, Principal, Great Brook Support Operations - A New Route to Get Customer Issues on the Right Track Curtis Hill, Vice President, Technical Services, Cisco Talent Management - How to Guarantee that Support Staff Investments Result in Measurable Performance Gains Jennifer Edwards, Training Program Manager, Motorola Home and Networks Mobility, Motorola
3:00pm — 3:15pm	Refreshment Break
3:15pm — 4:15pm	8 Concurrent Best Practices Sharing Sessions Concurrent Breakout Sessions Innovative Support Technology (Co-Presented by Partners and their Customers) - A Platform for Innovation Michael Butler, Senior Manager, Supply Chain and Customer Operations, HP Home and Home Office Mitch Shaw, Directore, Solution Engineering, High Tech, Salesforce.com
4:15pm — 4:30pm	Moving Break
4:30pm — 5:15pm	Joint Closing Session – Surviving Service Convergence
5:30pm — 7:00pm	Cocktail Reception

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