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2016 Service Industry Summit
October 5, 2016
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Join us in San Diego on October 5th and 6th for the 2016 Service Industry Summit.
The Service Industry Summit event brings together industry leaders dedicated to the evolution of technology service and support. Discover how to navigate the challenges of a changing service landscape and prepare your organization for success.
You will learn from industry leading service organizations, share best practices and discuss the latest issues and trends critical to your business. Our Service Industry Summit events are geared towards service leaders of all levels and provide a unique opportunity to network with your peers, receive expert advice and discuss issues critical to your service business. View the agenda below for details of the speakers, sessions and workshops.
Topics slated for discussion include:
- Perspectives on the Global Technology Service Industry
- New and Evolving Global Support Models
- Effective Customer Experience Management
- Linking Customer Feedback to Operational Improvement
- Creating an Effortless Web Support Experience
- And more…..
In addition to best practices presentations, the event includes an Executive Forum session where service leaders will discuss the latest issues and trends affecting their businesses, and, a Customer Success Workshop that will provide the tips, tricks and tools that service leaders need to transform their organizations into customer success superstars.
Event Cost
Full Event – $995.00 (includes executive forum or workshop and the Summit day)
Workshop Only $695.00 (includes executive forum or workshop only)
Sponsor
| SPEAKERS | |
|---|---|
 | 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. |
 | Angus Klein Vice President, Global Support - Cloudera Angus landed in the technology industry after having served as an elementary school teacher early in his career. His career has spanned Support Executive positions in the Data Networking, Data Storage, Security and Data Analysis fields at enterprise companies like VeriSign, Juniper Networks, Data Domain and EMC prior to Cloudera. Angus' diverse and well-rounded background has contributed to his reputation as an engaging, dedicated, strategic-thinking individual who has keenly mastered the art of building teams with the right balance of both soft and technical skills. Angus is a seasoned Support management professional who specializes in building world class Support and Customer Success organizations that scale in highly technical and hyper growth environments, instilling a service culture into organizations and building customer advocacy programs. |
 | Bill Moore Vice President - Customer Relationship Management Institute (CRMI) As the Vice President of the Customer Relationship Management Institute (CRMI), an affiliated of Omega Management Group Corp., Mr. Moore’s duties include the designing and delivery of Customer & employee Loyalty Training and Retention Programs that result in the client’s increasing customer satisfaction, employee retention and profitability. He has presented at many major conferences and conducted hundreds of seminars, workshops and webcasts on customer and employee loyalty. |
 | Martha Brooke Chief Customer Experience Analyst and Founder - Interaction Metrics Martha Brooke thinks about customer experiences differently: "Experiences can be measured—and measuring is how you improve—but only if your measurement is sufficiently nuanced." To spread her ideas about metrics to companies everywhere, Martha Brooke founded Interaction Metrics in 2004. Interaction Metrics provides insightful customer feedback and rigorous customer service evaluations. Martha is certified in Black Belt Six Sigma and prior to Interaction Metrics, worked for two dotcoms (Lucy.com and Food.com). |
 | Kelly Hoopes Senior Consultant – Service Strategies Kelly is a senior customer service leader with over fifteen years in various technical product support management and customer service operation leadership roles. He has a history of initiating and leading organizational change in the international high-tech industry with proven success in service marketing, mergers and acquisitions, strategy, serviceability, service product design, and innovation. Prior to consulting with Service Strategies, Kelly worked in several customer success executive and leadership roles for Avid, Hewlett Packard, and Peregrine Systems. Kelly possesses a strong ability to apply a system agnostic, data driven approach in order to effectively evaluate critical customer service and support procedures then optimize for efficiency. |
 | Koree Mires Services Capability Architect, Customer Success - Cisco Koree is a Services Capability Architect for the Software, Systems and Operations team within Cisco, with the responsibility of developing new business processes and strategies across functional organizations that match Cisco Services vision and direction. He collaborates across various lines of business to ensure delivery of new business capabilities that will transform service delivery to match the future corporate vision. Since his first day at Cisco in 2000, he has worked and had influence in all levels of services support. It is through this evolution, as well as his ability to develop and clearly articulate executable strategies, Koree is able to create new business processes and capabilities that streamline operations and enhance productivity within Cisco Services. |
 | Casey Keller VP, Global Client Experience - SS&C / Advent Software As a member of the Sr. Leadership team, Casey's direct responsibilities are for the strategy and execution of their Global Success Management, Support, Training, Renewals, and Data Solutions. Casey leads a high performance team of over 300 professionals in all regions to ensure their clients are getting maximum value from their solutions, and having exceptional interactions. |
 | Terri Kolander Senior Consultant - Service Strategies Terri has invested the past thirty years of her career leading healthcare IT, software development and healthcare technical support organizations. With over twenty sixth years leading Healthcare technical and application support organizations and software implementations projects, she brings experience in deploying successful SCP Standards programs, attaining high levels of customer and employee satisfaction and driving repeatable support operations success. Terri is currently a Senior Consultant for Service Strategies Corporation in support of her passion for continuous process improvement and innovation, delivering world class support, and helping customers realize value in their products and services. |
 | Richard Gianvecchio Vice President, Support and Services - Symantec With a background ranging from national to desktop security, Richard brings a tenured history in protecting and securing information and systems across the globe. An engineer at heart, but with a keen sense of the emotions that trigger when customers are threatened, Richard has designed, built, tested, and supported all sizes of customers in this dangerous digital world. In his current role of Vice President of Support and Services for Symantec Corporation’s Norton brand of consumer security products, he is responsible for driving critical engagement opportunities with global omni-channel support offerings including technology moderated communication tools including phone, chat, community forums, online self-service and social media. |
 | Matt Phillips Director - Symantec Matt currently leads the Norton online support experience team. He has been with Symantec for 19 years and brings a unique blend of trench and management experience to making self-help work for the business and customers. He has driven key initiatives that have helped increase Award winning self-help success including self-heal, error trapping, community integrations and reporting. Matt's team has also provided key insights and trendable data that have helped radically improve overall product quality and the customer experience. With a renewed focus on successful online outcomes, Matt is helping refocus the online support experience towards retention and reducing customer effort. |
| Thursday, Oct. 6th | ||
|---|---|---|
| Welcome and Introductions 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. |
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| Leveraging Predictive Tools to Decrease Resolution Time Angus Klein - Vice President, Global Support - Cloudera Cloudera Support has invested heavily in tooling that leverages our own software. This tooling allows Cloudera Support to be predictive. Over 15% of support cases are created on the customer's behalf, before an issue occurs. Those are only the "Critical" errors that we detect and work with our customers to solve quickly before it becomes an issue for the deployment and SLAs are missed. We also have a list of non-critical issue validations that we notify customers of to solve that help improve system performance and lower overall costs. Avoid downtime and improve system performance with the leaders in Hadoop support. |
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| Leveraging Data Analytics for Customer Service Efficiency Kelly Hoopes - Senior Consultant - Service Strategies We live in a world that is exploding with data mining techniques, predictive data analytics, and big data management. But due to several other priorities and the decline of budgets, IT departments struggle to keep up with the data demands of each department in the organization. As a result, many service leaders have determined the need to independently mine the data in their systems to enable organizational discovery and to identify opportunities for improvement. In this session we will discuss a fresh, simple approach for applying unstructured data analytic techniques to your core customer service productivity tools in order to achieve sustainable process efficiency gains. |
|
| Implementing Intelligent Swarming Koree Mires - Services Capability Architect - Cisco Cisco Systems has been on a multiple year journey to evolve services. They have implemented Intelligent Swarming which uses automation and data to match work to resources and bring multiple teams together in a collaborative environment. With more than 8000 people using the new approach, this session will focus on how they did it, what worked well and what were challenges. They will also share where they are going next to evolve services even further. |
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| Transitioning to a Globally Integrated, Knowledge Driven Support Model Casey Keller - VP, Global Client Experience - SS&C / Advent Software SS&C is a global provider of investment and financial software-enabled services and software for the global financial services industry. Over the past 5 years the company has made a significant transformation from a silo'ed corporate structure with a tiered support model, to a globally integrated structure leveraging a knowledge driven, collaborative support model. In this session, Casey Keller, vice president of Client Services will discuss the challenges encountered and lessons learned during the transition and how the model is evolving to meet the changing needs of his global client base. |
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| Management Practices Standardization Delivers Results Terri Kolander - Senior Consultant - Service Strategies Learn about the interesting results of a five year study that evaluates the benefits of the SCP Support Standard at a large Fortune 50 company. The Support Standard has driven service delivery and quality improvement through SCP audits and management practices standardization while raising awareness regarding the positive and negative impact of culture and valuable indirect benefits to business success. |
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| Symantec Case Study - Creating the Effortless Web Support Experience Matt Phillips - Director - Symantec As a recent winner of the ASP Top 10 Support Websites award, Symantec has invested in providing an advanced web support experience to their customers. In this session, Matt will discuss the company's focus on Customer Effort as the key measure of success and how they have leveraged it to enhance the customer experience and, more importantly, how they are making the online support experience a significant driver of customer retention. Matt will discuss the challenges, opportunities and lessons being learned as his team works to create an effortless support experience for Symantec customers. |
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 | Customer Experience Management, Trends Issues and Challenges Panel Discussion (Bill Moore - CRMI, Martha Brooke - Interaction Metrics, Richard Gianvecchio - Symantec) Managing and measuring customer experience is critical to the success of any service organization. In this session, our panel of customer experience experts will discuss the key measures, issues and challenges that organizations face in customer experience management. We'll discuss which measures provide the best gauge of customer perceptions and what organizations can do to ensure they consistently meet customer expectations. |
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| Wednesday, October 5th | ||
|---|---|---|
| Executive Forum Designed for service leaders, this unique and highly interactive event provides an opportunity to discuss challenges and strategize on the future direction of the services industry. Attendees will gain real world advice and feedback from their peers in the service industry as they work through the topics most important to them. The forum is facilitated by John Hamilton, president of Service Strategies. Participants will submit topics prior to the session that will be used as the be the basis for the open discussion. This unique event provides a great opportunity to learn, share and ultimately help you set a strategy for your business. Don't miss it. |
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| Customer Success Workshop Leading the Transition to Customer Success: Speeding and Smoothing Your Journey Looking for the best ways to turn your company into a high-performing customer success organization? In this highly interactive, one-day workshop you and your team will learn how to brilliantly implement customer success to get and grow more customers and profitably build your CS business. You will: • Learn why transitioning to customer success is worth the effort. • Understand the key issues involved in transitioning to customer success. • Calibrate your plans with the input of industry experts. • Develop a high level action plan to start things rolling. Important topics discussed during the session include why everyone is responsible for delivering brilliant customer experiences that contribute to customer success. The seven things your customers need, expect, and deserve. Smashing Silos: Getting Marketing, Sales, and Service to work as a well-oiled customer success machine and establishing the meaningful metrics that matter most. Led by Dr. James (Alex) Alexander, this interactive session will give you the tools you need to assess your current organizational performance and guide future actions to make customer success a reality. Don't miss it. |
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| EVENT AGENDA | ||
|---|---|---|
| WEDNESDAY, OCT. 5th | WORKSHOPS | |
| 10:00 am - 4:00 pm | Executive Forum | |
| 10:00 am - 4:00 pm | Customer Success Workshop | |
| 11:15 am - 11:30 pm | Morning Break | |
| 12:30 pm - 1:30 pm | Lunch | |
| 2:45 pm - 3:00 pm | Afternoon Break | |
| 5:30 pm - 7:30 pm | Cocktail Reception | |
| THURSDAY, OCT. 6th | BEST PRACTICE PRESENTATIONS | |
| 8:30 am - 9:00 am | Breakfast Meet and Greet | |
| 9:00 am - 9:15 am | Welcome and Introductions John Hamilton - President, Service Strategies | |
| 9:15 am - 10:00 am | Leveraging Predictive Tools to Decrease Resolution Time Angus Klein - Vice President, Global Support - Cloudera | |
| 10:00 am - 10:45 am | Management Practices Standardization Delivers Results Terri Kolander - Senior Consultant, Service Strategies | |
| 10:45 am - 11:00 am | Morning Break | |
| 11:00 - 11:45 am | Customer Experience Management, Trends Issues and Challenges (Panel Discussion) Bill Moore - CRMI Martha Brooke - Interaction Metrics Richard Gianvecchio - Symantec | |
| 11:45 - 1:00 pm | Lunch | |
| 1:00 - 1:45 pm | Implementing Intelligent Swarming Koree Mires - Services Capability Architect - Cisco | |
| 1:45 - 2:30 pm | Symantec Case Study - Creating the Effortless Web Support Experience Matt Phillips - Director, Symantec | |
| 2:30 - 3:00 pm | Afternoon Break | |
| 3:00 - 3:45 pm | Transitioning to a Globally Integrated, Knowledge Driven Support Model Casey Keller - VP, Global Client Experience | |
| 3:45 - 5:00 pm | Leveraging Data Analytics for Customer Service Efficiency Kelly Hoopes - Senior Consultant - Service Strategies | |
| 5:00 - 5:15 pm | Conference Wrap-Up |
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