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(I-SoftwareNews.Com, May 09, 2013 ) SAN DIEGO, CA -- Technology Services World 2013 Best Practices concluded on Wednesday, having drawn over 700 attendees from around the world. The event, hosted by the Technology Services Industry Association (TSIA), focused on today’s hottest topics, including cloud and SaaS, technology consumption, social media, managed services, revenue and profit trends, and optimizing the customer experience.
Highlights included:
• Best-in-Class Performance in Technology Services. In his opening keynote, “Best-in-Class Performance for Technology Services Businesses,” TSIA executive director Thomas Lah discussed what defines and drives best-in-class performance for technology services organizations. Lah drove home key practices for achieving best-in-class in today’s services-led business environment.
• Next-Generation Support. BMC Software’s Christophe Bodin, vice president and general manager of maintenance and customer support, shared his unique view of the new service delivery paradigm—and what it means for services organizations. Bodin shared a provocative discussion on a new delivery model for a new IT world.
• Innovating the Software as a Service (SaaS) Support Model. Dean Robison, senior vice president of global support for salesforce.com, shared his unique insights about the SaaS support model. Robison discussed how companies that deliver SaaS have a distinctive customer support advantage over on-premise software companies. Without accessing customer data, SaaS providers can detect issues and outliers before the customer knows they have a problem. Attendees learned how salesforce.com is unlocking the next level of proactive customer care.
• Optimizing Capacity and Skills in a Multi-Solution Business. PTC divisional vice president of Global Services Kurt Kuelz delivered a thought-provoking discussion on how to optimize capacity and skills within a multi-solution business. Kuelz shared PTC Global Services’ state-of-the-art approach to proactively ensuring the right capacity and skills in all regions of this global business.
• Building the Customer-Centered Organization. PwC’s principal of social business Sean O’Driscoll delivered an inspiring keynote on the topic of how to build a customer-centered organization in today’s environment. As your brand promise shifts from what your organization says about itself to what your customers say online, services executives find themselves in a unique position.
• Behind the Scenes of the San Francisco 49ers. In the final keynote of the show, Paraag Marathe, COO of the NFC champion San Francisco 49ers, shared how he and visionary owner Jed York have created new and engaging ways to enhance the fan experience and improve customer satisfaction for the five-time Super Bowl champions.
• TechFUTURES. TechFUTURES was a brand-new component to TSW this event and officially kicked off the conference. Through these energized and dynamic presentations, attendees caught a firsthand glimpse into a vision of where services technology is headed within the next three to five years.
• Spring 2013 Awards. Conference goers convened for one of the biggest highlights of the conference on Wednesday—the 2013 Service Revolutions competition, featuring a series of on-stage demonstrations revealing the latest innovations in technology services. Three pioneering organizations walked away with the coveted TSIA Vision Award for best Commercial, Service Practitioner, and Startup innovations. Also delivered at the show were the TechFUTURES Audience Favorite, TechBEST Best in Satisfaction, and TechBEST Best in Show.
• Women in Services. Women in Services, founded by TSIA members to help women in the services industry advance their careers and leadership skills, enjoyed high attendance at its fundraising networking dinner that benefits Dress for Success San Diego and Dress for San Jose charities. Guest speaker was Christina Kosmowski, vice president at salesforce.com who runs the Customers for Life Organization for the Western Region. Kosmowski shared her story of key decisions, roles, and opportunities that enriched her both professionally and personally.
• TSW|EXPO. Over 30 TSIA partners were available in the TSW EXPO, allowing attendees to learn about the latest in service technology and solutions. Solutions providers covered a broad range of applications and services that organizations could leverage to take their services operations to the next level of performance.
TSW conferences take place twice a year—once in the spring and once in the fall—and are considered the source of preeminent learning for technology services professionals. The fall event in 2013 will move to a new Las Vegas venue: the ARIA Resort. More information on TSW can be found at www.technologyservicesworld.com.
About TSIA
The Technology Services Industry Association (TSIA) is the world's leading organization dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for 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. TSIA corporate members represent the world’s top technology companies as well as scores of innovative small and midsize businesses in four major markets: enterprise IT & telecom, consumer technology, healthcare & healthcare IT, and industrial equipment & technology. Visit us at www.tsia.com, read our blog, follow us on Twitter @TSIACommunity, or like us on Facebook.
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TSIA
Suzanne Hite
410-774-5322
suzanne.hite@tsia.com
Source: EmailWire.Com 
Source: EmailWire.com
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