See What’s in Store at TSIA World: Envision

Get access to insightful keynotes and breakout sessions on tomorrow’s business and market opportunities, the EnvisionExpo, and networking events. TSIA World is an immersive virtual experience November 7-9.

Here is the full agenda* in Pacific time zone. 

*Agenda subject to change.

12:00 PM - 6:00 PM
8:00 AM - 6:00 PM
11:15 AM - 11:45 AM
Making the Most of Your TSIA World Conference Experience
Diane Brundage, TSIA
Rene Grossrieder, TSIA
What's Up on TSIA Exchange: Customer Success and Growth
Carlos Alves, TSIA
Jason Seals, TSIA
11:45 AM - 12:00 PM
Transition Break
12:00 PM - 1:00 PM
Networking Lunch in the EnvisionExpo
12:00 PM - 7:00 PM
Headshot Photo Station (Sponsored by Kantata)
12:00 PM - 7:30 PM
EnvisionExpo Open
1:00 PM - 2:15 PM
Keynote | The Re-Engineering of Sales Generation (sponsored by Replicon)
J.B. Wood, TSIA
2:15 PM - 2:30 PM
Transition Break
2:30 PM - 3:15 PM
Enhanced Learning Experiences: Today’s and Tomorrow’s Impact on Your Business
Maria Manning-Chapman, TSIA
Lawrence Kaye, TSIA
Harmonizing the Service Portfolio with Complete Compelling Offers
Hal Stanley, TSIA
How to Find the Growth and Profitability Sweet Spot for Professional Services
Bo Di Muccio, TSIA
Dave Young, TSIA
Managed Services 4...3...2...1...“A Countdown to Managed Services Success”
Jeremy Blanton, TSIA
Partner Programs of the Future: Designing Partner Programs that Support XaaS Partner Success
Beth Jensen, Aruba Networks
Anne McClelland, AMM Services, LLC
Support Services as an Engine of Growth: a Strategic Differentiator
Vele Galovski, TSIA
The Future is Now: Experience Led Growth in B2B
Laura Fay, TSIA
The Value of Equipment Telemetry: An OEM's Guide
Kevin Bowers, TSIA
Harald Kopp, TSIA
Three Bets You Need to Make Right Now to Grow Revenue
Jack Johnson, TSIA
Steve Frost, TSIA
Winding Roads Ahead for Customer Success: How to Navigate the 7 Sharp Turns
Stephen Fulkerson, TSIA
3:15 PM - 3:30 PM
Transition Break
3:30 PM - 4:15 PM
Are You A Pack Leader Or Pack Follower? Separate From The Pack To Be A Pacesetter And Win Customer Market Share!
Stephen Fulkerson, TSIA
Defining and Delivering on Your Client Success
Chris Scalia, Kantata
Evolving Partner Programs to Align with XaaS Ecosystem
Beth Jensen, Aruba Networks
Grow Your XaaS Education Revenue with Auto-Attach in 5 Steps
Lee Christine Gray, Plex Systems
Kerie Wilson, Plex Systems
Lifecycle Success in Service Delivery
Lavanya Gopalakrishnan, Cisco Systems
Panel | Change Agents in XaaS & Subscription: Lessons Learned
Adam Hedstrom, PTC
Wendi Sturgis, Cleverbridge
Meenu Agarwal, Workday
Panel | Enhancing the Service Experience Using AR
Kevin Bowers, TSIA
Lawrence Kaye, TSIA
John Perry, Xerox
Christopher Marquez, Dell
Carol Barnes, HP
Partner Lifecycle Acceleration
Rui Teixeira, Cisco Systems
Christina Jovanovic, Cisco Systems
Product Management’s Handshake with Customer Success: Cisco’s Story
Morgan Mann, Cisco Systems
Vas Venkataraman, Cisco Systems
Service Offer Journey Mapping: Lessons Learned
Hal Stanley, TSIA
Support Team Success Through Diversity: a Roadmap for Hiring
Neil Smith, Iterable
When Speed Matters! Automate Cloud Services Partner Selection
Damian Neri, Google
4:15 PM - 4:30 PM
Transition Break
4:30 PM - 5:15 PM
Accelerate Your New Customer Engagement Models with Asset-driven Insights
Sumair Dutta, ServiceMax
Are Siloed Systems Your Worst Nightmare? Say Goodbye to Data Silos with a Self-driving PSA
Rajiv Borrison, Replicon
Faisal Zafar, Zaloni
Carlos Paiva, Readiness IT, S.A.
Designing Customer Journeys to Deliver Value at Scale with Sumo Logic and Totango
Jamie Bertasi, Totango
Dione Hedgpeth, Sumo Logic
Hit the CX Jackpot by Driving Efficiency with Self-Service
Joe Jorczak, Yext
Mike Zinne, Outreach
How to Harness your “Best of Breed” Technology to Get Better KPIs
Patrick Martin, Coveo
Improving Business Resilience Through Your Service & Success Teams
Kate Alger, FinancialForce
Leverage the Power of Search to Improve Customer Satisfaction
Kathleen Walker, Elastic
Sales & CS: The Intersection of Durable Growth
Jeff Depa, Gainsight
Ross Fulton, Valuize
Strategies for Adapting to the Shifting Talent Pool
Banoo Behboodi, Kantata
The Secret to Driving Adoption and Expansion through Personalization
Leslie Farinella, Xyleme
Transformative Change Happens with Community
Jay Nathan, Higher Logic
Aslan Noghre-kar, Change Healthcare
Why Now is the Time to Double Down on Proactive Support (And why it makes financial sense to do so!)
Judith Platz, SupportLogic
Steve Blaz, Palo Alto Networks
5:15 PM - 5:30 PM
Transition Break
5:30 PM - 7:30 PM
Networking Reception in the EnvisionExpo
7:00 AM - 5:00 PM
7:30 AM - 8:15 AM
Breakfast in the EnvisionExpo
7:30 AM - 7:00 PM
EnvisionExpo Open
8:15 AM - 9:15 AM
Keynote I Fireside Chat: Reborn Into the Cloud
Thomas Lah, TSIA
Ansa Sekharan, Informatica
9:00 AM - 5:00 PM
Headshot Photo Station (Sponsored by Kantata)
9:15 AM - 10:00 AM
Keynote I How a Remarkable Customer Experience can be Your Best Sales & Marketing Strategy (sponsored by Higher Logic)
Dan Gingiss, The Experience Maker
10:00 AM - 10:15 AM
Transition Break
10:15 AM - 10:45 AM
Automation Anywhere and SearchUnify: Navigating the Shift Towards Knowledge-first Support
Pankaj Bhardwaj, Automation Anywhere
Alok Ramsisaria, Grazitti Interactive
Mind the Gap: Harness the Power of the Entire Value Chain ​
Barbara Gonzalez, ServiceNow
John Spencer, ServiceNow
Panel | Lenovo's Experience in Digital Transformation & Automating the Sales & Renewals Process
Mathew Cagney, Renewtrak
Glen Edington, Lenovo
Panel | The Great Application: The Future of Tech is People
Aileen Allkins, Tek Experts
Gary Bennett, Tek Experts
Maria Balbas, Elev8
Sailing Through Economic Headwinds
Dave Blumhorst, Planview
Scale Service Experience and Boost Cost Savings with AI & Automation
Utkarsh Contractor, Aisera
Top AI Use Cases for Customer Service: Doing More with Less
Niken Patel, Neuron7
​Nathali Lopez, Softtek
Unintended Consequences of Transitioning to Cloud
Mark Bradley, Flexera
Walking the Tightrope: Equipping Decision-Makers To Balance Key Priorities With Confidence
Charles Gustine, Kantata
10:45 AM - 11:15 AM
Refreshment Break
11:15 AM - 12:00 PM
Cisco's Recurring Revenue Journey: Insights and What's Next
Ayan De, Cisco Systems
David Thompson, Cisco Systems
From Legacy Operations to Data-Driven, Digital Delivery Organizations
George Humphrey, TSIA
Neil Jain, West Monroe
How Storytelling Converts Complex Ideas into Relatable and Impactful Solutions
Kevin Baranowski, Accedian
How Supply Chain Transformation can Drive Improved Service Execution and Higher Client Satisfaction
Shannon Beecher, IBM
Key Themes that Differentiates Cloud Support from On-Premise Support
Dave Baca, TSIA
Maximize the Talent Pool and Deploy Resources Most Efficiently Via Global Partner Programs
Christine Camp, Palo Alto Networks
More Than a Pretty Box: Creating Premium Support Plans
Hal Stanley, TSIA
Francoise Tourniaire, FT Works
Panel | The Future of Sales & Revenue Generation
Steve Frost, TSIA
Anne McClelland, AMM Services, LLC
John Jester, Veeam Software
Grad Rosenbaum, HP
Panel | The Power of Inclusion for Growth: Thoughts and Insights on Growing Stronger Together
Wendi Sturgis, Cleverbridge
Rhonda Rubinstein, HPE
Carla Young, Red Hat
Laura Fay, TSIA
Predicting Customer Dissatisfaction
Thad Schwebke, Microsoft
Value Management: Driving Outcomes and Experience
Miguel Alfaro, Blackbaud
XaaS Meets Tech: Bridging the Business and Technology Divide
Tod Golding, Amazon Web Services
12:00 PM - 1:15 PM
Networking Lunch in the EnvisionExpo
1:15 PM - 1:45 PM
5 Tips to Reimagine CX Through B2B Partnerships
Charlie McCarter, Concentrix
A Blueprint for Profitable XaaS Transformation
Matt Harmon, HPE - Aruba Networks
Sean Moore, Genpact
Envision No More! The Future of ARR Growth & Protection is Already Here
Jim Stockwell,
From the Front Lines: How Real Companies Use Remote Support
Christopher Savio, GoTo
Zack Watts, GoTo
Gig for Good – How Microsoft and Movate OnDemand Partner to Provide Flexibility and Stability in Uncertain Times
Melanie Fricke, Movate (formerly CSS Corp)
Ross Smith, Microsoft
Growing With Education 2023 & Beyond, An Intellum Case Study
Robyn Hazelton, Intellum
Chris Baker, Intellum
How to Productize Success & Services Packages for Predictable Revenue
Jonathan Corrie, Precursive
Lessons on How to Get More Marketing Focus on What Really Matters, Customer Retention and Growth
Wendi Sturgis, Cleverbridge
Ben Meyer, cleverbridge
Optimizing Revenue and Resources with Next Generation ERP
Bryce Wolf, Unit4
Tom Leire, Unit4
1:45 PM - 2:15 PM
Refreshment Break
2:15 PM - 3:00 PM
Driving Success with a Value-Centric Portfolio
Victoria Marchand, Blackbaud
Miguel Alfaro, Blackbaud
From One Hiring Manager to Another: Hiring Veterans
Jim VanderMeer, Bazaarvoice
Fueling Product Adoption with In App Guidance
Maria Manning-Chapman, TSIA
Laura Fay, TSIA
How LAER is Driving Growth at HPE, a Success Story
Scott Webb, HPE
How Palo Alto Networks Excelled During a Global Crisis
Nathan Crabel, West Monroe
Michael Ludwig, Palo Alto Networks
Panel | Diversity in the Channel
Ko Mistry, Atlassian
Alexandra Zagury, Cisco Systems
Theresa Caragol, AchieveUnite
Anne McClelland, AMM Services, LLC
Panel | Professional Services and Customer Success: Who Does What and When, and How to Keep Everyone on the Same Page for the Sake of the Customer?
Bo Di Muccio, TSIA
Brian Hodges, nCloud Integrators
Scott Cravotta, Genesys
Peter Wride, Gainsight
John Guisto, Palo Alto Networks
Recent Trends in Renewal Practices for Higher NRR
Irit Eizips, CSM Practice
Marc Troyan, TSIA
The Digital Future of Customer Success
Ross Fulton, Valuize
Emily Ryan, Valuize
Darlene Kelly, TSIA
Transforming Customer Training: From Product Training to Value Realization
Melissa Kenig, Philips Healthcare
Understanding the Differences between Outcome Selling, Solution Selling, and Value Selling
Steve Frost, TSIA
3:00 PM - 3:15 PM
Refreshment Break
3:15 PM - 4:30 PM
Keynote Panel | TSIA Researcher Hot Takes (sponsored by FinancialForce)
Thomas Lah, TSIA
George Humphrey, TSIA
Steve Frost, TSIA
Laura Fay, TSIA
Anne McClelland, AMM Services, LLC
4:30 PM - 6:30 PM
Networking Reception in the EnvisionExpo
7:00 AM - 11:00 AM
Registration Help Desk
7:30 AM - 8:45 AM
Breakfast in the EnvisionExpo
7:30 AM - 10:30 AM
EnvisionExpo Open
8:00 AM - 9:00 AM
TSIA DEI Networking Event: Recruiting Diverse Candidates
Karolin DiCristina, TSIA
8:45 AM - 9:30 AM
Keynote | Scaling Customer Success with Data and Insights (sponsored by Kantata)
Mark Souza, Microsoft
9:30 AM - 10:00 AM
Refreshment Break
10:00 AM - 10:45 AM
Baselining Cloud Professional Service Delivery Readiness
Kyla Hunts, Google Cloud
Lexine Odish, Google Cloud
Building Success Programs Sales Loves to Sell
Paul Herdman, NICE CXone
Education Services Table Topics
Maria Manning-Chapman, TSIA
Lawrence Kaye, TSIA
Marc Troyan, TSIA
Hal Stanley, TSIA
How to Make Resource Management a Strategic Part of Your Business
Marc Lacroix, RTM Consulting
Chris Nakovics, ServiceNow
Integrating Education into Outcome-Based Offers
Kim Metz, Dell Technologies
Is Sustainability Driving Revenue Decisions for Businesses?
Mark Bradley, Flexera
Panel | The Critical Skills for Sales, Customer Success and Services for XaaS Revenue Growth
Steve Frost, TSIA
Jack Johnson, TSIA
John Thackston, SOAR Performance Group
David Ryan, Gray Matters Group
Scaling & Innovation in Client Success for Managed Services
Ashok Gurumurthy, NTT
Service Creation: Incorporating Partner Value-Add to XaaS
Jared Raftery, TSIA
Robert Saxe, nVision Consulting Group
Ken Seitz, Cisco Systems
Thriving (Not Merely Surviving) Parenthood and a Tech Career
Marlene Summers, Salesforce
Virtual TAC Assistant
Imran Razack, Cisco Systems
Mohamed Hamzeh, Cisco Systems
David White, Cisco Systems
10:45 AM - 11:00 AM
Refreshment Break
11:00 AM - 12:00 PM
Keynote | Digital B2B: What Has to be True?
Thomas Lah, TSIA
Welcome Remarks by J.B. Wood
J.B. Wood, TSIA

What Kind of Sessions Should I Expect at TSIA World?

TSIA World is an immersive learning and networking experience. Get to know the sessions!

Research Practices

You can personalize your TSIA World experience is by selecting sessions based on your area of interest. Each research practice track offers compelling content, best practices, and tools relevant to your business.

Customer Growth and Renewal | Customer Success | Education Services

Field Services | Managed Services | Professional Services

Service Offer Management | Subscription Sales | Support Services

XaaS Channel Optimization | XaaS Product Management


Best Practices in Service Delivery | Data & Analytics

Diversity Equity and Inclusion | Innovation in Customer Success

Service Offer Management | XaaS Partner & Channel Optimization

XaaS Product Management | XaaS Revenue Growth

Session Types

Hear from the TSIA Research Team and subject matter experts on how to respond to today’s technology and services challenges in different session formats.

Interactive Breakouts

Engage with speakers and attendees via polling, live Q&A, and discussion in fireside chats, panels, and more.


Thought leaders and the biggest names in tech share insight and guidance for today’s ever-changing business environment.

Networking Sessions

In-person collaborative sessions promoting learning and networking.

Sponsored Technology Solution Sessions

Learn how TSIA Partners help provide ways to solve strategic business challenges.


Technology & Services Industry Association

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