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On Demand Webinar

Digital Transformation and Its Impact on Technology Firms

Digital transformation, aka digitization or digitalization, is the transformation of people, process, and technology to fully leverage the changes and opportunities of digital technologies. For B2B technology firms, this has huge implications for the creation, delivery, and support of hardware and software.

In this three-hour Virtual Summit, we will hear from TSIA research executives, member companies, and TSIA’s partner community about the potential for digital transformation, as well as early success stories from a variety of perspectives across the enterprise. Presenting companies include Informatica, IBM, JDA Software, Ciena, and Coveo. 


Building the Digital Infrastructure for Support

John Ragsdale, Distinguished VP, Service Technology Research, TSIA (Moderator)

Using Artificial Intelligence to Optimize Supply Chain Operations

Dr. Michael Feindt, Strategic Advisor and Blue Yonder Founder, JDA Software

This presentation will demonstrate new approaches to AI, retail specific use cases, and real customer cases, and inspire attendees by showing them how AI can make organizations – and their supply chains – smarter by intelligently transforming their operations.

Measuring the Relevance of Your Digital Transformation

Ari Hoffman, Director of Customer Advocacy, Coveo and
Dave Jobling, Senior Program Manager, User Experience, Tableau

In this digital transformation success story, we’ll dive into how Tableau, one of the world’s largest data visualization companies, uses machine learning combined with behavioral analytics to inform every step of their digital support transformation.

Leading Support into the Cognitive Era

Steve Atkin, CTO, Distinguished Engineer for Unified Search, and Quantum Ambassador, IBM

Analytics, cloud, and cognitive technologies increasingly make up the fabric of client support operations, enabling companies to deliver modern, seamless, and personalized support to clients. Join the IBM Support team to learn how we are transforming client support experiences across over 7,000 IBM products by applying Watson technology.

Monetizing the Data

Laura Fay, VP, XaaS Product Management Research, TSIA

Where on the continuum form basic usage reporting to prescriptive analytics are supplier’s choosing to monetize and at what levels? This session will delve into what the TSIA research reveals about suppliers’ revenue generating expectations.

Machine Learning Driven Customer Success – Journey Towards Predictive Outcomes

Rengarajan Margasahayam, Technical Architect, Informatica

In this presentation we will talk about the adoption analytics platform and a homegrown application stack which predicts customer adoption, journey and key insights not only to customer success managers, but also for renewals, services and support organizations.

VR/AR and Leveraging Digital Mobility for Sales Effectiveness

Kevin Baranowski, Senior Director, Global Services Portfolio, Ciena

How do Product Managers enable sales teams to be both relevant and impactful on the sales enablement collateral? See how Ciena leverages digital mobility with the use of virtual reality and augmented reality to enable our Sales and Support teams to understand and sell the Ciena portfolio.

Emerging Service Use Cases for Augmented, Virtual, and Merged Reality

Karolin DiCristina, Principal Member Success Manager, TSIA

Virtual, augmented, and merged reality technology is moving into the enterprise and bringing with it a host of opportunities on how companies deliver services. This session will provide an overview of these new technologies, use cases, and long-term opportunities.

Live Audience Q&A



Sponsored by

Coveo logo

Presented By:


Distinguished VP, Technology Research, TSIA

Publish Date: August 16, 2019