The 2015 Service Industry Summit includes a lineup of industry professionals and practitioners from leading service organizations. Join us to learn, share best practices and discuss the latest issues and trends critical to your business.

	John Hamilton President - Service Strategies Corporation John Hamilton has more than twenty years of software engineering and service industry experience. He has significant international experience from working in both the Asia-Pacific and European regions. In addition to his support management knowledge, John has a well-rounded background from managing engineering, quality control, and training organizations. He successfully re-engineered a number of large support operations – increasing their efficiency and elevating their service to world class. He has also developed RFP’s for selecting support automation technology and managed the implementation of the tools, creating a quick return on investment for support operations.
	John Carrington Vice President, SLM Market Strategy - PTC John Carrington is Vice President of SLM Market Strategy at PTC. In this role he is responsible for market development, positioning, messaging, pricing, customer advisory boards, references and channel partner strategy of PTC’s Service Lifecycle Management (SLM) Segment. John recently joined PTC coming from a leading manufacturer of mineral processing equipment where he managed the Field Service and Repair division. This included providing complete service lifecycle support with P&L responsibility for global field service and repair operations supporting all mining, construction and recycling equipment. John was responsible for a global network of over 2000 field service engineers and 30 internal and external facilities to provide repair services in key markets. Having worked in this industry since 1993, he has extensive experience in the sales, installation, support and service of heavy industrial equipment, bringing to PTC the unique perspective of the Service Executive. John attended the University of Toronto, where he earned his degrees Bachelor of Applied Science (Mechanical).
	Paul Ruby Vice President of Technical Services - Fresenius-Kabi Paul Ruby is currently Vice President of Technical Services for Fresenius-Kabi, a global health care company that specializes in lifesaving medicines and technologies. During Paul’s 30 year career in the service industry, he successfully led the integration of multiple field service teams into national service organizations - transformed regional service teams into a global organization - and led a corporate initiative establishing a comprehensive customer feedback program. Paul’s professional background includes Naval Security Systems leadership, investment banking, training and technical product management.
	Ken Skinner Vice President of Customer Support - CSID Ken Skinner is Vice President of Customer Support at CSID, the leading provider of global enterprise level identity protection and fraud detection solutions and technologies. He is responsible for technical support for the Company’s SaaS application platform and Member Services providing call center support for CSID’s customers and partners. Ken has previously been Vice President of Fanatical Support at Rackspace Hosting, Vice President of Customer Care at Open Text, and Vice President of Support and Services at BMC Software. He has over 25 years experience in customer support and professional services delivering service solutions and driving customer satisfaction and loyalty.
	Shane Smith Senior DIrector, Learning and Support - Rapid7 Shane Smith is currently the Senior Director of Learning & Support for Rapid7, a leading provider of security data and analytic solutions that enable companies to implement an analytical approach to cyber security. Shane is currently driving Support’s “Customer Success” transformation that deeply embeds fundamentals of Adult Learning into the methods they use to support and engage with their customers. Shane has over 20 years of software and Support industry experience spanning delivery, operations, partner channel, and program management working at BEA Systems, Deltek, and currently now at Rapid7. ​
	Bill Skeet Customer Experience, Digital Support - Cisco Systems Bill Skeet is a web strategy and UX leader with diverse experience at Fortune 500 companies and start-ups across media and high-tech industries. Bill is an advocate customer-centric design methods and leads the digital customer experience team for technical support. His group includes User Experience research and design, analysts, product and project managers that have responsibility overseeing the support home page, landing pages, support search and support content pages as well as the Technical Support mobile app. Since joining Cisco in 2010, Bill has guided numerous design improvements that have increased efficiency in navigation to product support content, reduced steps for software downloads, and surfaced personalization capabilities that accelerate repetitive tasks. In 1994 he created one of the first newspaper web sites and as Chief Designer at Knight-Ridder, helped launch more than 20 newspaper websites from 1995-1996. Bill holds a B.S. in Journalism and an M.S. in Special Studies: Information Design (Cognitive Psychology, Industrial Design and Mass Communications), both from the University of Kansas.
	Al Hahn Executive Director - The Association of Support Professionals Al Hahn helps companies understand the Business of Service. He is an expert in strategy, marketing, and sales of services. As the Executive Director of The Association of Support Professionals, an international membership organization for customer support managers and professionals, Al works with the world's largest and best known technology companies. In addition to its annual “Ten Best” awards, the ASP publishes research reports on a wide range of support topics, including fee-based support, services marketing, financial ratios, and support compensation. The ASP also hosts open-access discussion forums and a job board on LinkedIn.
	Mark Goetz Senior Manager, CRM Services - Mozy Mark Goetz is Senior Manager for CRM Services at Mozy. In this capacity, he is responsible for a team of business analysts and developers delivering online support for more than 6 million customers. Mozy is a provider for cloud backup and access solutions and part of EMC’s Data Protection Cloud Division. Prior to joining Mozy, Mark was part of Symantec and Hewlett Packard where he held various technology leadership positions.
	Arnfinn Austefjord Director of Online Support and Knowledge - Oracle Corporation Arnfinn Austefjord is the Director of Online Support and Knowledge at Oracle Corporation. He and his team are responsible for maximizing customer success with their online support experience. His team is also responsible for ensuring Oracle engineers can quickly retrieve solutions to resolve customer service requests, as well as quickly create and improve knowledge as a by product of the service request. Arnfinn has over 30 years of experience in service leadership roles at Oracle, Sun Microsystems, Tandem Computers, and NCR, mainly in training and online support leadership roles. Arnfinn has an MBA from Santa Clara University and a BS in Economics for U.C. Berkeley.
	Michael Plese Senior Manager, eSupport Services – Dell Inc Michael is Senior Manager for eSupport Services at Dell Inc. He has more than fifteen years of experience in online strategy and customer experience development. He is responsible for online support strategy and implementation of Dell Software & Security Support Portal. Prior to joining Dell, Michael was a CRM digital consultant at Accenture with experience in Automotive, High Tech and Media.
	Greg Sanders Director, Global Online Services - Intel Security Greg Sanders is the Director of Global Online Services for Intel Security, and is responsible for the global consumer and corporate customer facing support portals.  Mr. Sanders has performed key roles in online self-service and knowledge management over the past 22 years. He has been the driving force behind multiple award-winning websites, which have been showcased in the ASP Web Support Hall of Fame for winning the "Ten Best Web Support Sites" eight times.
	James "Alex" Alexander Founder - Alexander Consulting Dr. James "Alex" Alexander is a services pundit and Service Strategies business partner that helps product companies create and implement services strategies. He researches, publishes, trains, and speaks on the critical issues services leaders face. He has authored or co-authored over 100 articles, three white papers, five research reports, and four books, his most recent being The Brilliant Service Professional. Furthermore, he has taught at universities in the U.S., Europe, and Mexico and spoke, trained, and consulted on over four continents.

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Join us for this informative event. Explore best practices, network with your peers
in the industry and enjoy beautiful San Diego while you're here.

Day one of the event will feature a Service Executive Forum and a Customer Experience Workshop run concurrently. Attendees may choose either session as part of their all inclusive conference registration.

Summit Day 1
Oct 27th 10:00 am - 4:00 pm

The main summit agenda on October 28th will feature a full day of best practice presentations from service executives and experts. Share best practices and discuss the latest issues and trends critical to your business.

Summit Day 2
Oct 28th 9:00 am - 5:00 pm

Service Strategies will host a networking reception for all conference participants on the evening of October 27th. The event will also include continental breakfast and lunch for all attendees.

Networking Reception
Oct 27th 5:30 - 7:30 pm