Opening Keynote I The Busting of the Silos
Tuesday, October 17, 2023
9:10 AM - 9:40 AM
Location: Pinyon 4-8

It’s time to re-think the way we run our companies. Our shareholders want it, our employees want it and most importantly our customers want it. We were all taught to establish organizational silos as the go-to tactic for managing complex organizations. Largely autonomous silos were incented to run their businesses profitably. Then we added them up to form the company’s income statement. But that approach led to massive duplication of costs and a truly disjointed and frustrating customer experience. It’s time to change direction. We now have the knowledge and the technology to make unified and streamlined organizations work. This session will set up the problem and outline the conceptual underpinnings of new approaches to running complex organizations more profitably by organizing around the customer experience.

Cultural Transformation - The Missing Link for a Successful Transformation
Converge Delivery and Experience to Drive Efficiency
Orchestrate Revenue Generation and Retention
Unify Offering Management for Complete Offers
Lifecycle Approach to Data Science and AI
Data and Analytics
Culture, Employee Engagement
Managed Services
Field Services
Support Services
Professional Services
CRO Council
Education Services
Customer Success
Customer Growth & Renewal
Offering Management
J.B. Wood
President & CEO, TSIA
J.B. Wood is president and CEO of the Technology Services Industry Association (TSIA), the leading association for today's technology and services organizations. Through TSIA, Wood works with the worl...Read more

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