10:00 AM - 4:00 PM

Executive Forum Session

John Hamilton
Service Strategies

Increasing Staff Performance Through Mentoring

Donna Scharfenberg
Service Strategies

SCP Community Roundtable

Greg Coleman
Service Strategies

6:00 PM - 7:30 PM

Hosted Cocktail Reception

Service Strategies will host a cocktail reception for all conference participants.
We invite you to join us for some networking and enjoyment.

8:00 AM - 8:45 AM

Breakfast Meet and Greet

Enjoy a light breakfast and meet your fellow attendees

8:45 AM - 9:15 AM

Welcome and Introductions

John Hamilton
Service Strategies

9:15 AM - 10:00 AM

Conversations for Creating Star Performers

Shawn Kent Hayashi
Author and Executive Coach - The Professional Development Group

10:00 AM - 10:45 AM

Transforming Services in the World of Life Sciences

Kirk Malloy Ph.D.
Vice President, Global Customer Solutions - Illumina, Inc.

10:45 AM - 11:00 AM

Morning Break

11:00 AM - 11:45 AM

Optimizing the Service Organization

Michelle Punch
Global Director, Call Center Operations - EMC Corporation

Douglas Lumb
Senior Program Manager, Service Optimization Group - EMC Corporation

11:45 AM - 1:15 PM

Lunch

1:15 PM - 2:00 PM

Creating Effective Account Management Programs

Jesus Blasquez
Director, Client Services - SCC Soft Computer

2:00 PM - 2:45 PM

Creating a "Latte Service" Experience for Your Customers

Matt Sicking
Vice President, Global Technical Access Center - Siemens PLM

2:45 PM - 3:00 PM

Afternoon Break

3:00 PM - 3:45 PM

SCP – A Road Map for a Federated Business Model

Terri Kolander
Director, Support Certifications - McKesson Corporation

3:45 PM - 4:30 PM

Service Economics - Creating Profitable Growth Through Services

Hilbrand Rustema
Managing Director - Noventum Service Management

4:30 PM - 5:00 PM

Open Forum / Conference Wrap-up