Media Kit

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 world's largest B2B technology companies on strategies to increase growth and profitability through the optimization of their services, sales, product, and channel operations.

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He is a frequent industry speaker on the topics of business outcome engineering, X-as-a-Service (XaaS) business models, transformations in the traditional customer-supplier relationship, and TSIA's LAER customer engagement model (Land, Adopt, Expand, and Renew).

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Wood has authored several popular books, including Complexity Avalanche (2009), Consumption Economics (2011), B4B (2013), Technology-as-a-Service Playbook: How to Grow a Profitable Subscription Business (2016) and Digital Hesitation: Why B2B Companies Aren’t Reaching Their Full Digital Potential (2022) He has also appeared in such leading publications as Fortune, The New York Times, and The Wall Street Journal.

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J.B. frequently writes about these topics on the TSIA blog: customer outcomes, B4B, X-as-a-Service (XaaS), and the LAER Model.

Thomas Lah is the Executive Director and Executive Vice President of the Technology & Services Industry Association (TSIA), the leading association for today's technology and services organizations. He is the author of many popular books on trends affecting the tech industry, including Technology-as-a-Service Playbook: How to Grow a Profitable Subscription Business (2016) and Digital Hesitation: Why B2B Companies Aren’t Reaching Their Full Digital Potential (2022). Thomas is also the host of TSIA’s podcast, TECHtonic: Trends in Technology and Services. For over 20 years, he has been helping some of the world's largest technology companies improve the efficiency of their daily operations.

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Thomas is a sought-after industry speaker on the topics of optimizing technology service businesses within product companies, business outcome engineering, customer success funding models, X-as-a-Service (XaaS) financial models, the art of helping customers successfully adopt technology, and the latest market trends impacting technology organizations worldwide. From 2002-2019, Thomas also taught an MBA class at The Ohio State University Fisher College of Business, which is based on his writings.

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Thomas frequently writes about these topics on the TSIA blog: customer adoption, B4B, customer outcomes, outcome engineering, X-as-a-Service (XaaS).

Bo Di Muccio, Ph.D., is the Distinguished Vice President of Professional Services Research and Vice President of Advisory Delivery for TSIA, and the chairperson of the TSIA Professional Services Advisory Board. He is responsible for developing and delivering research and advisory programs that are focused on helping executives to build and optimize professional services in many of the world's leading technology companies. Bo earned the title of TSIA Distinguished Researcher when he reached over ten years in a research role at TSIA, having authored over 50 research articles, answered 1,500+ member inquiries, and developed frameworks and survey methodologies that helped members address complex business challenges. Bo also continues to take a lead role as a mentor, helping other members of the TSIA Research team master their skills.

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He has 20 years of experience in technology industry research, analysis, and consulting, including experience in hardware, software, and services. Prior to TSIA, he managed consulting services research at International Data Corporation (IDC). He also had a lengthy tenure at Deloitte Consulting, where he served several business units in a variety of roles, including services strategy and marketing, market research, competitive intelligence, and client service. He also held market research roles at AltaVista Company and Compaq Computer Corporation prior to his tenure at Deloitte.

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Bo earned his master's and doctoral degrees in international relations from the School of International Relations at the University of Southern California and was a tenure-track faculty member of the University of Florida's Department of Political Science prior to beginning his career in the technology sector.

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Bo frequently writes about these topics on the TSIA blog on the topics of professional services, pricing, professional services and sales, and tips for a successful professional services organization.

George Humphrey serves as the Vice President and Managing Director for TSIA. Touting more than three decades of technology business knowledge in the networking and communications space, Humphrey is a valued resource and advisor to many of the world’s most successful technology business ventures.

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Humphrey has a long history of leading managed services product management, client management, systems engineering, tools and architecture development, sales, delivery operations, process definition, and global strategy. Prior to TSIA, he was responsible for introducing the world’s first voice/data converged platform. During his time with Avaya and Lucent, he launched the first globally standardized product realization processes, as well as service realization and lifecycle processes, transforming their business functions. Today he holds seven global patents in communications and networking.

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As a research leader at TSIA, Humphrey’s insights are regularly leveraged by Fortune 500 companies through his advisory work, public speaking engagements, research reports, and publicly shared content on a variety of evolving business topics.

Hal Stanley is the Vice President of Offering Management Research and Advisory for TSIA. In this role, Hal is responsible for the research agenda that informs his engagement with member companies offering them best practices and data-influenced research for creating compelling service offers.

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Prior to joining TSIA, Hal held various senior leadership roles with companies including McAfee, Symantec, and Websense. His deep experience as a marketing strategist and quick ability to spot market patterns and growth opportunities for complex products and services has made him a valuable asset in his past roles and proves to be an asset to TSIA members as well.

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Hal has a passion to amplify the customer voice. By listening skillfully to customers and coworkers to identify actionable insights, he connects people and teams to their stated outcomes.

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Hal is a gifted communicator who reduces the complex to simplified, consumable frameworks that accelerate team progress. A proven leader, Hal can facilitate diverse groups to arrive at the right conclusion for the business.

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Hal contributes to the TSIA blog on the topics of monetizing customer success programs, optimizing premium service portfolios, and creating and launching outcome-based services.

Janice Lee serves as the Director of Research for Education Services at TSIA. She brings over 15 years of experience and expertise in learning experience design, program management, and customer education. She holds a Master of Technology, Innovation, and Education degree from Harvard University, and has held leadership positions at Siteimprove and Pearson, where she managed UI, UX, and ID teams, directed migrations of various Learning Management Systems, and collaborated with experts across SaaS, medicine, law, and public policy to create numerous degree and certificate programs. In partnership with high-profile clients, she developed successful business models to generate new revenue streams, pioneered AI-driven content creation, and leveraged data-driven insights to enable informed decision-making.

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Janice is deeply passionate about researching the transformative potential of AI in education powered by TSIA’s high-value data insights and developing practical, actionable frameworks. She is committed to delivering exceptional services to members, enabling them to navigate disruptions, achieve excellence in education services strategies, and stay ahead of the curve.

Jerome Peck is the Senior Vice President of Product and Marketing for TSIA, where he oversees the digital member experience roadmap and TSIA's research and advisory portfolios.

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Jerome is an innovative product leader and entrepreneur with over 12 years of experience launching successful B2B/B2C SaaS products and implementing recurring revenue models in project-based markets. He co-founded Rule, a SaaS team collaboration solution enjoyed by over 20,000 teams worldwide prior to being acquired in 2012.

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His passion and study of storytelling has led him to narrative consulting engagements on several released feature films, along with campaign strategies for marketing and advertising agencies.

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In his role at TSIA, Jerome is focused on TSIA’s own digital transformation and evolving the company into a standardized, scalable, and digitized XaaS business.

Marc Troyan is the Senior Director of Growth and Renewal Research for TSIA. In this role, he works closely with member companies to deliver research and advisory programs focused on helping them optimize their customer success organizations and effectively deliver positive and successful customer outcomes.
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Prior to joining TSIA, Marc was the Chief Customer Officer at Heap, where he led the account management, professional services, education and customer support teams. He designed and launched the company’s first NPS program, expanded customer success into EMEA, and led the move of the account management team from sales into customer success.
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Marc came to Heap from SAP, where he was the head of customer success strategy for the SAP Customer Experience business unit. In this role, he built and launched a new customer onboarding and enablement program, created new consulting services offerings, designed a new “voice of the customer” program, and delivered a new customer lifecycle model that was deployed across all SAP Customer Experience product lines. In addition to the customer success strategy team, Marc led the value and adoption strategy consulting, product champions, onboarding and enablement, and business operations teams.
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Marc was also Senior Vice President of customer success at Gigya (which was acquired by SAP), where he built the Customer Success department while also leading solution architecture, account management, customer support, identity strategy consulting, and sales engineering. In this capacity, he led the organization through 3x ARR growth, increased gross retention rate from 64% to 90+%, designed and launched Gigya’s voice of the customer program, and led the integration of the customer success team into SAP’s Customer Experience business unit.

In total, Marc has over 25 years of experience working for professional services and technology providers including Ernst & Young, Salesforce.com, and Adobe prior to joining Gigya. Since 2007, he has led customer success organizations of varying shapes and sizes. Building these teams and working with amazingly talented people has been his career highlight thus far.

Roy Dockery, the Director of Research for Field Services at TSIA, is a highly accomplished leader with a proven track record in driving market growth and achieving top customer satisfaction. He has successfully led organizations through hypergrowth expansion, building resilient cultures, and prioritizing service excellence. With extensive experience in Field Service and Support, Roy is passionate about building teams that exceed expectations and fostering a people-centric culture. As a research leader, he aims to future-proof the Field Service industry by providing valuable insights on AI, talent management, and operational best practices.

Stephen Fulkerson is the Vice President of Customer Success Research for TSIA. In this role, he works closely with member companies to deliver research and advisory programs focused on helping them optimize their customer success organizations and effectively deliver positive and successful customer outcomes.

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Prior to joining TSIA, Stephen was the Vice President of Customer Success at Upland Software, where he successfully consolidated ten separate customer success teams to perform under one Upland umbrella resulting in a seamless and unified customer success experience. He personally led company executive efforts to increase the NPS by 70 points in eighteen months while also securing renewals, driving expansions, and cross-sell opportunities. During his time at Upland, he also skillfully led the Customer Experience and Customer Training departments.

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Stephen was also Vice President of Customer Success at Alert Logic, where he built the Customer Success department while also overseeing onboarding, training, and customer support. In this capacity, he successfully broke numerous company records for onboarding and improved customer experiences.

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Stephen has over 25+ years of experience working in technology companies and has been a leader in professional services, technical account management, and business development for APAC and LATAM operations. Stephen started his career in customer success in 2004 and he has spent the bulk of his technical career-building customer success organizations and finds this work the most rewarding for both serving the customer and the company.

Vele Galovski is the Vice President of Support Services for TSIA. In this role, he works closely with member companies to deliver research and advisory programs focused on helping them optimize customer support and field service delivery and engineer profitable customer outcomes.

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During his career as a services executive, he has provided thought leadership and driven breakthrough performance in high profile assignments in a diverse set of companies including: Xerox, Eastman Kodak, Bank of America, NVR and several Cloud Services startups.

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Throughout his nearly 30 years in the industry, Vele has consistently driven double digit top line growth with a proven retain, gain, and grow strategy; and bottom line profitability with a focused “cost down” process. He has been awarded a patent “Method and system to manage achieving an objective”, is a Six Sigma Black Belt, and is a Licensed Professional Engineer. Vele has also written a book, The Perpetual Innovation Machine, which describes a holistic approach to management based on ambitious goal setting, data driven analysis, skillful prioritization, inspiring leadership, and the “lost art” of employee engagement.

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Vele earned his MBA and Civil and Environmental Engineering BS from Clarkson University in Potsdam, NY.

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Vele frequently writes about these topics on the TSIA blog on the topics of field services, artificial intelligence (AI), intro to the Internet of Things (IoT), and spare parts logistics.