SSPA Conferences

Agenda

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Monday
Keynote 1: SSPA Industry Update, Stephen Smith, Executive Director, SSPA
Keynote 2: Achieving Service Excellence, Mary Cay Kosten, Senior Vice President, Global Customer Services, Sun Microsystems
Keynote 3: 2008 Support Technology Trends: Profiles of Innovation and Recognized Innovator Awards, John Ragsdale, VP Research, SSPA
Concurrent Breakout Sessions
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 Sponsored By: Krista Anderson, Senior Vice President of Support and Customer Success, salesforce.com	Not Available
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	Not Available
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
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
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 Sponsored By: 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
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
Keynote 4: End-to-End Solution Operations for Reliable Application Support, Andreas Graesser , Vice President, Active Global Support, SAP America
Tuesday
Keynote 1: Moving from Break/Fix to Breakthrough Customer Success, Denise Rundle, General Manager, Global Consumer Support, Microsoft
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 Sponsored By: 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
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
STAR Awards Luncheon with Keynote Speaker: Insight, Perspectives and Strategies for Understanding, Employing and Educating the Next Generation, Eric Chester, Founder & President, Generation Why	Not Available
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 Sponsored By: 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
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	Not Available
Joint Closing Session – Surviving Service Convergence

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