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Workshops and Forums (Monday Oct 25th) |
| 9:00 - 5:00 PM |
Customer Loyalty Workshop
Jerry Concannon, Service Strategies
|
| 10:00 - 4:00 PM |
Executive Forum Session
John Hamilton, Service Strategies
|
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Main Conference Agenda (Tuesday Oct 26th)
|
| 8:00 - 8:30 am |
Breakfast Meet and Greet
|
| 8:30 - 9:00 am |
Welcome and Introductions
John Hamilton - President, Service Strategies
|
| 9:00 - 10:30 am |
Keynote Address
Four Strategies to Energize Service Growth and Thrive in the Recovery
Lisa Nirell, Chief Energy Officer - EnergizeGrowth® LLC
|
| 10:30 - 10:45 am |
Morning Break
|
| 10:45 - 11:45 PM |
Implementing a Strategy to Effectively Run Your Service Business
Tom Stierle, Vice President, Global Customer Service Operations - Teradata Corporation
|
| 11:45 - 1:00 PM |
Lunch
|
| 1:00 - 2:00 PM |
Leveraging Partnerships in All Aspects of the Service Business
Chad Williams, Vice President Services and Renewals - Advent Software
|
| 2:00 - 3:00 PM |
Why Can't I get a Clear Answer? Evaluating Offshore Support
Amirita T. Joshi, CEO - Ahilia Inc.
|
| 3:00 - 3:15 PM |
Afternoon Break
|
| 3:15 - 4:15 PM |
New vs. Known: Theory & Application
Andy Westlund, North America Support Director - Mentor Graphics
|
| 4:15 - 5:15 PM |
Optimizing Customer Profiles to Drive Efficiency and Satisfaction
Nicholas Howard, Senior Director of Operations
- NetApp Global Support
|
| 5:15 - 5:30 PM |
Conference Wrap-up
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