See What's in Store at TSIA World INTERACT
INTERACT is a can’t miss tech industry conference for tech executives looking for timely ideas to prosper and grow. This conference brings together a large community of professionals to network and connect, and discover products and solutions in the InteractZone in Orlando, May 8-10, 2023.
Here is the agenda* in the Eastern time zone. Be sure to check back as we will continue to add speakers and sessions!
*Agenda subject to change.
8:00 AM - 6:00 PM
Registration Open
2:00 PM - 2:45 PM
Break the Ice Session
Gennessa Guzman Ewald, TSIA
Maria Manning-Chapman, TSIA
Bo Di Muccio, TSIA
Vele Galovski, TSIA
Stephen Fulkerson, TSIA
Steve Frost, TSIA
Jeremy Blanton, TSIA
Hal Stanley, TSIA
Making the Most of Your Conference Experience
Diane Brundage, TSIA
Rene Grossrieder, TSIA
3:00 PM - 3:45 PM
Facilitated Networking Table Talks
Bo Di Muccio, TSIA
Darlene Kelly, TSIA
Dave Baca, TSIA
Dave Young, TSIA
Hal Stanley, TSIA
Harald Kopp, TSIA
Jack Johnson, TSIA
Jared Raftery, TSIA
Jasmine Pilar, TSIA
Jeremy Blanton, TSIA
Kevin Bowers, TSIA
Lawrence Kaye, TSIA
Luke Ronkowski, TSIA
Marc Troyan, TSIA
Maria Manning-Chapman, TSIA
Sara Johnson, TSIA
Stephen Fulkerson, TSIA
Steve Frost, TSIA
Vele Galovski, TSIA
TSIA Foundations Presentation
George Humphrey, TSIA
4:00 PM - 4:45 PM
Meetups by Research Practice
5:00 PM - 7:00 PM
InteractZone Grand Opening Welcome Reception
Network at the Braindate Lounge
6:45 AM - 7:30 AM
Yoga Class (Waitlist Only)
7:30 AM - 5:30 PM
Registration Open
8:00 AM - 9:00 AM
Breakfast
9:00 AM - 9:10 AM
Welcome Remarks by John Ragsdale, Master of Ceremonies
John Ragsdale , TSIA
9:10 AM - 10:05 AM
Opening Keynote | You Can’t Cut Your Way to Success
Thomas Lah, TSIA
10:05 AM - 10:20 AM
Break
10:20 AM - 10:50 AM
Getting out of the Box and Impacting Change with Customer Learning
Maria Manning-Chapman, TSIA
Lawrence Kaye, TSIA
Long Term Success Strategies for Supporting Customers
Vele Galovski, TSIA
Managed Services the Identity Crises – The Relationship Between Managed Services and Managed XaaS
Jeremy Blanton, TSIA
More Revenue Without More Resources
Steve Frost, TSIA
The Alchemy of Complete Service Portfolios
Hal Stanley, TSIA
The Future of Professional Services
Bo Di Muccio, TSIA
Dave Young, TSIA
Transforming Customer Success from Art to Science and Cost Center to Profit Center
Stephen Fulkerson, TSIA
10:50 AM - 11:10 AM
Break
11:10 AM - 11:40 AM
How Profitability and Pricing Drive Schneider Electric's Outcome-Based Promise
Kelsey Clair, Schneider Electric
Alban Cambournac, Schneider Electric
How Salesforce Drives Loyalty & Customer Health Outcomes with Data
Phil Nanus, Salesforce
Sonal Negi, Salesforce
How to Build a Successful AI Strategy for Service: With Neuron7, Ciena & Keysight
Niken Patel, Neuron7
John Page, Keysight Technologies
Chandan Banerjee, Ciena
Vele Galovski, TSIA
Professional Services and Delivery Partners Aligned Strategy
Sofia Barbosa, BMC, Software, Inc.
Renewal Specialist: An Essential Role in Customer Growth
Jack Johnson, TSIA
The Value of a Managed Xas-a-Service in a Hybrid Cloud World
Toby Alcock, Logicalis
Win the Talent War by Upskilling for the Jobs of the Future
Jan Meyer, SAP
11:40 AM - 11:55 AM
Break
11:55 AM - 12:50 PM
TSIA Hot Takes Panel
Thomas Lah, TSIA
Steve Frost, TSIA
Stephen Fulkerson, TSIA
Hal Stanley, TSIA
12:00 PM - 7:00 PM
InteractZone Open
Network at the Braindate Lounge
Professional Headshot Station (sponsored by Kantata)
12:50 PM - 2:20 PM
Networking Lunch
1:00 PM - 1:20 PM
TechByte Series | The Customer Expansion Report: Unlocking Untapped Opportunities
Ori Entis, Staircase AI
1:00 PM - 1:30 PM
Advancements in Resource Management
Diane Childs, certinia, formerly FinancialForce
Winning the Cost, Risk, and Time Trifecta with XaaS
Dale Aultman, Lenovo
1:20 PM - 1:40 PM
TechByte Series | Securing your Future with Free Cash Flow via Celonis Process Mining
Sara Koeth, Celonis
1:40 PM - 2:00 PM
TechByte Series | Easy Enterprise ROI. Transform Your Customer Support to a Modern Cloud Experience
Eugene Abovsky, ScreenMeet
1:40 PM - 2:10 PM
Customer Success & The C-Suite: Your New CXO Dream Team to 10X Business Impact
Karen Budell, Totango
Dennis Reardon, Totango
Andy Kearney, Veriforce
See The Full Picture. Forecast Confidently
Prem Vadlamudi, Kantata
2:20 PM - 2:40 PM
TechByte Series | 4 Strategies to Automate Your Independent Contractor Management
Gordon Walsh, WorkMarket, an ADP company
2:20 PM - 2:50 PM
Forsake the Status Quo and Bravely Transform Your Education Business with a Subscription Model
Inna Ekhaus, Genesys Beyond
Grabbing the Tiger by the Long Tail: Dell's Revenue Automation Journey
Lou Mabley, Dell
Scott Thomas, MODintelechy
Leaping Over the Adoption Chasm; Professional Services in the Driver's Seat
Engel Martin, BMC Software, Inc.
Simon Crabtree, BMC Software, Inc.
Lightning Talks: Culture and Employee Engagement
Francisco Magana, TSIA
Roberto Palma, IBM
Soren Marklund, Ericsson
Rose Fasanelli, HPE
Lightning Talks: Large Language Models and ChatGPT
Kevin Bowers, TSIA
Vele Galovski, TSIA
Rich Sunga, TSIA
Austin Grimes, Flexera
Signed, Sealed and Delivered: Packaging Services Value for Your Customers
Brett Austad, Google Cloud
Drew McKechnie, Google Cloud
The NetApp Shift-Left Journey – Maximizing CX Success
James Ayscue, NetApp, Inc.
Laura Cunningham, NetApp, Inc.
2:40 PM - 3:00 PM
TechByte Series | A Better Way to Drive Revenue: Scaling Customer Success with a Human Touch
David Mangham, Tek Experts
Ed Powers, Service Excellence Partners
2:50 PM - 3:10 PM
Break
3:10 PM - 3:55 PM
5 Hot Takes: The Brutal Truth about GPT in Enterprise
Patrick Martin, Coveo
Bonnie Chase, Coveo
Neil Kostecki, Coveo
Building a High Performing Business in Changing Market Conditions
Uriah Hakala, Kantata
Creating Value Through People + Performance-Centric Workplaces
Vijay Gopal, Lenovo
Decoding the future of Enterprise Product Support in the era of ChatGPT
Ajay Tyagi, Movate
Greg Swain, Movate
People First: Strategies for a Successful Pivot to Profit
Shane Ward, certinia, formerly FinancialForce
3:40 PM - 4:00 PM
TechByte Series | Discover Untapped Pipeline of New Opportunities Hidden Within Enterprise Accounts
Maureen Porter, Polaris I/O
4:00 PM - 4:20 PM
Tech Byte Series | 4 Building Blocks for CROs to Drive Recurring Revenue Transformation
Mike Kelleher, MarketBridge
4:15 PM - 4:45 PM
Ask the Expert: Everything you Always Wanted to Know about Sales (But Afraid to Ask)
Steve Frost, TSIA
Tom Cordiner, AVID Technology, Inc.
Diane Brundage, TSIA
Ask the Experts: Business Model Transformation in Field Services and Support Services
Vele Galovski, TSIA
Kevin Bowers, TSIA
Harald Kopp, TSIA
Dave Baca, TSIA
Sara Johnson, TSIA
Ask the Experts: Critical PS Metrics: From Good to Great
Bo Di Muccio, TSIA
Dave Young, TSIA
Ask the Experts: Defining Value for the Complete Offer Portfolio
Hal Stanley, TSIA
Jasmine Pilar, TSIA
Ask the Experts: Education Services in Transformation
Maria Manning-Chapman, TSIA
Lawrence Kaye, TSIA
Ask The Experts: Standard Services Catalog Vs. Customer Success for Managed XaaS
Jeremy Blanton, TSIA
Luke Ronkowski, TSIA
Ask the Experts: We Built a Voice of the Customer Program – Now what?
Stephen Fulkerson, TSIA
Marc Troyan, TSIA
Darlene Kelly, TSIA
4:20 PM - 4:40 PM
TechByte Series | Don't Leave Money on the Table: Maximize Your Subscription Revenue
Ravin Checker, xfactrs
Vishal Augustine, xfactrs
4:45 PM - 4:55 PM
Break
4:55 PM - 5:35 PM
Special Guest Keynote | Create a Unified Experience for Your Customer - the Time for Convergence is Now!
Jim Roth, Salesforce
5:30 PM - 7:00 PM
InteractZone Networking Reception
5:40 PM - 6:45 PM
Solutions Tour (Waitlist Only)
7:00 PM - 9:00 PM
Women in Tech Fundraiser
Diane Brundage, TSIA
Keila Anghel, Grazitti Interactive
Angelica Riemann, Agilent Technologies
Kimberly May, SAS Institute, Inc.
Rose Fasanelli, HPE
7:30 AM - 8:15 AM
NETwalking
7:30 AM - 2:00 PM
Registration Open
8:00 AM - 9:00 AM
Breakfast
9:00 AM - 9:30 AM
Content Development: Are you Keeping Pace?
Jim Box, Cisco
Delivering LAER through Partners: The Pain is Real
Jared Raftery, TSIA
Driving Customer Loyalty Through Outcome-Based Customer Journey Mapping and VOC
Susana Esteban, HPE
Percy Rose, HPE
Lightning Talks: Offers
George Humphrey, TSIA
Pratish Shah, HPE
Hal Stanley, TSIA
Kim Metz, Dell Technologies
Put a Price on Value and Monetize Customer Success
Stephen Fulkerson, TSIA
Brent Cogswell, Schneider Electric
Colin Murphy, BMC, Software, Inc.
Ranjith Purush, Salesforce
Marc Troyan, TSIA
Strategize, Digitize, Decarbonize: Driving Efficiency and Sustainability
Jerome Soltani, Schneider Electric
The State of Resource Management: How RM will Enable the Future for PSOs
Dave Young, TSIA
Marc Lacroix, RTM Consulting
Unintended Consequences of Transitioning to the Cloud
Brian Adler, Flexera
9:30 AM - 9:50 AM
Break
9:50 AM - 10:20 AM
How a Laser Focus on Customer Outcomes Can Accelerate Growth in Crowded Markets
Justin Zacks, Method Garage
Tim VanLew, Gainsight
Lightning Talks: Revenue
Steve Frost, TSIA
John Thackston, SOAR Performance Group
Theresa Caragol, AchieveUnite
Robert Saxe, nVision Consulting Group
Moving to a Subscription Model in Professional Services: Guidance from the Trenches
Bo Di Muccio, TSIA
Dave Young, TSIA
Pratish Shah, HPE
Lavanya Gopalakrishnan, Cisco Systems
Navigating Through the Noise to Drive Growth
Ashok Gurumurthy, NTT LTD.
Results Trifecta: Customer Success, Services & Digital Engagement
Dawn Gartin, Workday
Taking Care of the Customer is Good for Business: TSIA Support Services and Field Services Benchmarking Insights
Vele Galovski, TSIA
Kevin Bowers, TSIA
Dave Baca, TSIA
Sara Johnson, TSIA
To Certify or to Badge? That Is the Question
Lawrence Kaye, TSIA
Joe Cannata, Kinaxis
Art Mirrow, Google
Haley Heter, Cohesity
10:00 AM - 2:00 PM
InteractZone Open
Network at the Braindate Lounge
Professional Headshot Station (sponsored by Kantata)
10:30 AM - 10:50 AM
TechByte Series | How to Harness the Power of Generative AI for the Enterprise
Nick Oropall, Yext
TechByte Series | The Secret Sauce to Monetized Services & Customer Success
Patrick McGowan, The Service Design Group
10:30 AM - 11:00 AM
Startup Alley Tour
10:40 AM - 11:25 AM
Customer Success at Scale - How to Reduce Costs and Unlock More Expansion Revenue
Jason Hersh, Gainsight
Dream it, Build it, Scale it: How a Headless LMS Powers Fully Customized Learning Experiences
Jessie Gold, Thought Industries
PS and CS: A Strategic Power Play
Dave Blumhorst, Planview
Paul Yaros, Planview
Laurie Emerson, Planview
Scaling Up: VMware's Journey to Success Through Renewals Automation
David Pinto, VMware
Mathew Cagney, Renewtrak
Stop Shoveling Sand with a Pitchfork: Automating a Mess Only Makes it Messier Faster
Phil Verghis, Klever Insight
Alok Ramsisaria, Grazitti Interactive
10:50 AM - 11:10 AM
TechByte Series | Delivering Ridiculously Simple Customer Service Experiences at Scale
John Spencer, ServiceNow
Lott Casey, ServiceNow
TechByte Series | Six Levers for Customer Education as a Strategic Enabler for Success
Sandeep Gupta, NIIT
11:10 AM - 11:30 AM
TechByte Series | 3 Ways Generative AI Will Revolutionize Customer Support
Aaron Verstraete, Forethought
TechByte Series | Everything Everywhere All at Once: A Journey to PS Profitability
Greg Chrzastek, Planisware
11:25 AM - 11:45 AM
Break
11:45 AM - 12:15 PM
Aligning Professional Services and Customer Success to Achieve Efficient Customer Outcomes
Bo Di Muccio, TSIA
Brian Hodges, nCloud Integrators
Data-Driven Insights: Uniting The Back and Front of House
Sara Colton, Relias
Developing a Cross Functional Digital Success Adoption Strategy
Jaime Farinos, Google Cloud LLC
Improving Customer Support Experience Without Spending a Penny
Roberto Palma, IBM
Lightning Talks: Delivery
George Humphrey, TSIA
Marlene Summers, Salesforce
Soren Marklund, Ericsson
Brian Adler, Flexera
Power of Insights in an XaaS Business Model: Accelerating Business Outcomes and Faster Value Realization
Megs Suratkal, HPE
Manik Kapoor, HPE
Up and To The Right: Making your Data Products Soar
Cindy Lin (she/they), Cindy Lin Consulting, LLC
12:15 PM - 1:45 PM
Networking Lunch
12:25 PM - 12:55 PM
Lunch with a Leader
12:40 PM - 1:10 PM
AI for Support: One Accurate Answer vs. 10 Knowledge Article "Suggestions"
Andrea Berg, Neuron7
Josh Varela, Neuron7
F1 X Airbnb: How to Rev Up Your Professional Services Organization
Srikrishnan Ganesan, RocketLane
Field The Best Team Every Time with Purpose-Built PS Technology
Michael Capulong, Kantata
1:55 PM - 3:05 PM
Closing Keynote I The Opportunities and Threats of AI on How Companies Sell and Serve B2B Customers in 2023
J.B. Wood, TSIA
Maria Manning-Chapman, TSIA
Jack Johnson, TSIA
Marc Troyan, TSIA
Kevin Bowers, TSIA
John Ragsdale , 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!
SESSION TYPE
Hear from the TSIA Research Team and subject matter experts responding to today’s technology and service challenges in different session formats.
Ask the Experts/Ask Me Anything
Guided sessions led by TSIA Research and industry experts in a town hall setting. They are an opportunity for attendees to interact and ask questions about specific tech industry topics.
Facilitated Networking Table Talks
Facilitated small group collaborative sessions that promote learning and networking.
Interactive Breakouts
Engage with speakers and attendees via polling, live Q&A, and discussion in fireside chats, panels, and more.
Keynotes
Thought leaders and the biggest names in tech share insight and guidance for today’s ever-changing business environment.
Lightning Talks
A curated session moderated by an emcee in which speakers share key topics in five minutes or less.
Meetups
Social events in which attendees are encouraged to network, make new connections and participate in an organized activity that promotes interaction.
Tech Bytes (sponsored)
Learn about technology to help solve your strategic business challenges. These sessions are presented by Partners and moderated by an Emcee.
Technology Solution Sessions (sponsored)
Learn how TSIA Partners help provide ways to solve strategic business challenges.
Theater Sessions
20-minute thought-leadership presentations hosted in the InteractZone.
The Technology & Services Industry Association (TSIA) is dedicated to helping services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.
Receive TSIA research, webinar invitations, and more.
© 2023 Technology & Services Industry Association (TSIA). All rights reserved worldwide.