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Yesterday was the opening day of our spring Technology Services World conference, located for the first time at the beautiful Hilton Bayfront in San Diego. I started my day with a Partner Advisory Board meeting, then presented in the kickoff meeting for our exhibiting partners in the TSIA | EXPO. I always like to give the partners some information on the latest trends and top business challenges of attending companies to help them better shape their messages and inform their conversations.

My Opening Session and the TSW | EXPO Tour

Next up was my opening speech, “Building the Infrastructure for Tech as a Service,” with the results of my 2016 Global Technology Survey. In that session, I highlighted the adoption and spending trends from the survey. The top spending area for 2016-2017 is customer self-service portals, with a whopping 87% of members planning an investment. With our data showing customer preferences for self-service rising, and satisfaction with existing self-service capabilities lower than satisfaction with assisted support, clearly we have some work to do here.

Following my presentation, I invited the audience to follow me to the TSW | EXPO for a short tour, with stops at several partner booths to talk about technology and industry trends. The tour was well attended and we filled the EXPO and had some great conversations, including topics like Internet of Things (IoT), mobility, social and embedded knowledge.

While I was busy talking technology, my research peers were holding their individual member advisory board meetings, and then executive sessions for VP and above attendees for each discipline. By the time the opening keynotes started at 2 PM, we had already provided a good day’s worth of content for attendees.

Top Attended Sessions of Day 1 at TSW San Diego 2016

At each conference I like to share with you the top attended sessions. With well over 100 sessions at TSW, people vote with their feet on the topics they most care about. Here are the top attended sessions from TSW Day 1:

  • "Building the Infrastructure for Tech as a Service." I am quite chuffed to have the top attended session yesterday, and a big thank you to everyone for attending!
  • Support Services Keynote: "Accelerate Product Adoption: An Innovative Data Centric Approach for Support Organizations to Drive Customer Outcomes." Congrats to Ansa Sekharan, Executive Vice President, Global Customer Support – Informatica, for having such a big crowd for the opening support services keynote!
  • Customer Success Keynote: "In-Flight Refueling: Adding a Customer Success Organization to an Established Business." With the huge interest in customer success, it is no surprise that we had a big crowd for this session, presented by Nello Franco, SVP, Customer Success – Talend.
  • Expand Selling Keynote: "Accelerating Revenue Growth and Driving Outcomes for Customers Through Organization-Wide Collaboration." Considering that expand selling is our newest discipline, it was great to see such a big turnout for the expand selling keynote, presented by Jeanne Beliveau-Dunn, VP and GM, Cisco Services – Cisco Systems.
  • Professional Services Keynote: "How to Win in Making the Transition from Traditional Software to SaaS, a PS Perspective." This is a topic that really resonates with member companies, many of whom started life as an “on premise" company, and are living through the challenges (and rewards!) of moving to the cloud. This session was presented by Sharon Eilon, WW Head, Strategy and Solutions, HPE Software Services – HP.
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John Ragsdale

About Author John Ragsdale

John Ragsdale is a distinguished researcher and the vice president of technology ecosystems for TSIA. His area of expertise is in creating strategies for improving the service operations and overall customer experience by leveraging innovative technology. John works closely with TSIA’s partner ecosystem, identifying leading and emerging technology vendors whose products help solve the key business challenges faced by TSIA members. He is also author of the book, Lessons Unlearned, which chronicles his 25-year career inside the customer service industry.

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