Greetings from the fabulous ARIA Resort & Casino in Las Vegas! Our Technology Services World conference kicked off yesterday with keynotes and “Power Hour” presentations from the research team. I spent most of yesterday in meetings with TSIA partners, including my Partner Advisory Board meeting, a sessions with our Consulting Alliance Partners (CAP), as well as a kickoff meeting for all the exhibitors in the TSW | EXPO. Each year I speak to the exhibitors to give them an overview of hot trends and the top service business challenges of our members.
Having hit our goal of 1,500 attendees, all of the afternoon Power Hour sessions were very well attended. Here were the top three attended sessions for yesterday.
Growing Managed Services: The Gift That Keeps on Giving
This session was presented by the incredibly engaging George Humphrey, TSIA’s Senior Director of Research for Managed Services. George presented data on the correlation between key practices and key performance indicators that contribute to higher growth rates: total revenue, net-new revenue, bookings, base revenue, and other key KPIs like profitability and client satisfaction. Managed Services is an increasingly popular approach to generate additional services revenue, and is an excellent way for traditional On Premise technology providers to move toward a XaaS model.
Customer Success: The Insights You Need to Drive Transformation
This session, led by Judith Platz, VP Research for Customer Success and Support, and Peter Armaly, TSIA’s new VP Research for Customer Success, focused on TSIA’s 2nd Annual Customer baseline survey to gauge key performance metrics and practices associated with customer success organizations. With our announcement yesterday that we are launching a separate discipline dedicated to Customer Success, I wasn’t surprised to see this as one of the top attended sessions. I heard more hallway conversations about Customer Success yesterday than anything else.
What Are the Key Competencies, Skills, and Tools Necessary for Support Organizations to Deliver Outcome-Based Support Solutions to Their Customers?
This session, presented by Michelle Latorre-Illman, TSIA’s Director of Research, Support Services, discussed the new set of challenges companies face as they begin to deliver support specific to customer outcomes. Do support personnel need new skills? What type of individuals should be recruited? What tools and technology can supplement the personnel involved in day-to-day support. Moving from break-fix to proactive, success-based support will be a journey, but one worth taking for today's support organizations. Michelle has such deep expertise in support, and I was thrilled to see she had such a good crowd.
What to Expect from Day 2
While my Power Hour session didn’t make the top three attended list, I did have a very full room for my session, “Redefining KM: Merging Knowledge, Content, Collaboration, and More.” I discussed creating a “virtual knowledgebase” leveraging enterprise search technology to consolidate all content sources, and showed some screenshots from 3 companies who have created fantastic customer self-service websites using this approach. A big thanks to the member companies to provided screen shots and allowed me to use them as examples: Dave Dibert from Broadsoft, Oliver Allabauer and Patrick Schulteis from Tricentis, and Ashok Gunasekaran and Pattabhi Raman from Informatica.
I’ll be back tomorrow with the top attended sessions from today, and will also be writing up “what I heard” on trends from 1:1 meetings and other conversations. And as always, thanks for reading!
About the Author
John Ragsdale is vice president of technology and social research for TSIA. His area of expertise is in creating strategies for improving the service operations and overall customer experience by leveraging innovative technology. Ragsdale drives TSIA's highly regarded technology research agenda, delivering insightful, thought-leadership research and analysis on the most pressing business issues facing services leaders to enable them to better plan and execute their service strategies.
In 2012, Ragsdale released his first book, Lessons Unlearned, which chronicles his 25-year career inside the customer service industry. Filled with best and worst practices, insider gossip, and sometimes-shocking real-world stories, Lessons Unlearned helps support managers, company executives, and even customers improve service interactions.