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(EMAILWIRE.COM, April 09, 2011 ) SAN DIEGO, CA, April 8, 2011 – The Technology Services Industry Association (TSIA), the leading association dedicated to advancing the business of technology services, announced two unique conference track sessions wherein technology solutions providers will take the stage and share their insights and lessons learned with the global technology services community. Taking place May 2-4, Technology Services World (TSW) 2011 Silicon Valley will bring top services industry experts together under one roof at the Santa Clara Convention Center to learn, collaborate, and share business experiences.
Eight co-presented case-study sessions highlighting collaboration between services providers and their customers will be featured in the “Services Technology Advantage” track on Tuesday, May 3 from 11 a.m. - 12 p.m. The scheduled sessions are as follows:
• “A New Strategy to Drive Exceptional Customer Support: IBM/Netezza Takes a Smart Journey to Indisputable Results,” with Jim Coleman, Principal Support Analyst, Netezza (an IBM company), and Mike Cush, CTO, ISOdx.
• “Driving Service Excellence in a Demanding Customer Environment: Fujitsu Case Study on Improving Multifaceted Field Service Delivery,” with Anant Kale, Vice President, Enterprise and CS Applications, Fujitsu Information System Solutions, and Stephen Slade, Senior Director, Marketing, Oracle.
• “Effective Remote Product Service Strategies: Case Studies Presented by NextNine Customers,” with Terrance Daley, Supervisor, Remote Support Service, Rockwell Automation; Frank Souto, Global Services Operations, Honeywell; and Michael Coden, Vice President, Strategic Accounts, NextNine.
• “Enhancing Customer Loyalty and User Experience through Chat,” with Brian Ferris, Senior Manager, QA & Reporting, SoftLayer; Jim Picone, Vice President, Customer Care & Managed Services, SoftLayer; and Kevin Kohn, Vice President, Mid-Market, LivePerson.
• “Hospital Outsourcer, CareTech Solutions, Inc., Grows Their Business and Delivers ‘Best in KLAS’ Support with a Request Management System,” with Karl Graham, Senior Director, Customer Support, CareTech Solutions, and Brett Norgaard, Outsourced Service Provider Director, Kinetic Data.
• “How Intuit Enabled Six Business Units to Share Knowledge,” with Jody Weir, Knowledge Management Product and Program Manager, Intuit; Patsy Nations, Group Manager, Consumer Group Knowledge Management, Intuit; and Chris Hall, Vice President, Product Marketing, InQuira.
• “SAP and KPIT: Redefining Global Enterprise Software Support,” with Prasanna Burra, Senior Director, Business User Support, SAP BusinessObjects, SAP, and Brent Kelton, Executive Vice President, SAP Practice, KPIT Infosystems.
• “Using Social Support to Enhance Knowledge Sharing and the Customer Experience, from VMware and Consona,” with Lynn Llewellyn, Senior Manager, Knowledge Practices, VMware, and Tom Millay, General Manager, Consona CRM.
“Expo Theater Solutions” sessions will take place in the TSW EXPO on May 3, featuring presentations as follows:
• “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.
• “Gain Critical ‘Big Picture’ Visibility to Make Informed and Better Business Decisions. Compuware Customer Success Stories.”
TSW events have a strong reputation for delivering a solid program filled with impactful content. Get full details on the TSW SV agenda, and visit www.technologyservicesworld.com for complete event information. The Technology Services World blog, http://blog.technologyservicesworld.com, is up and running now and throughout the conference, featuring reporting on key sessions, events, and other details for conference goers and technology services professionals.
About TSIA
The Technology Services Industry Association (TSIA) is the leading association dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class benchmarking and research, exceptional peer networking and learning opportunities, and high-profile certification and awards programs. We keep their business leaders informed and connected through a full range of programs and services that tackle real-world service business challenges, providing real-world solutions. TSIA corporate members represent the worldÂ’s top technology companies as well as scores of innovative small and midsize businesses in four major markets: enterprise IT and telecom, consumer technologies, healthcare and healthcare IT, and industrial automation. TSIA brings the technology services industry together. www.tsia.com
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TSIA
Suzanne Hite
410-774-5322
suzanne.hite@tsia.com 
Source: EmailWire.com
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