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Full Agenda | Wednesday, 3 February | Thursday, 4 February | Friday, 5 February

Agenda


Click here to download all of the conference presentations at once or click on the PDF icon next to the session for a single presentation download.
Wednesday, 3 February
Click here to download all of the conference presentations at once or click on the PDF icon next to the session for a single presentation download.
13:00 — 18:30
Registration and Information Location: Ballroom Foyer
16:00 — 17:00
Keynote - Complexity Avalanche: Overcoming the Threat to Technology Adoption J.B. Wood , President and CEO, TSIA Location: Ballroom C
17:00 — 18:00
Keynote - Executive Panel Thomas Lah, Executive Director, TSIA
Dan Miller, Vice President & General Manager of Global Technology Services Sales, Hewlett Packard
Ricardo Berrio, Europe Customer Services Operations Director, Xerox
Daniel Smith, EMEA Director of Business Development, Dell Perot Systems Location: Ballroom C
18:00 — 20:00
Networking Reception in the Exhibition Location: Ballroom B
20:30 — 23:00
Optional Networking Dinners Location: Meet in Hotel Lobby (Transportati on on Own)
Thursday, 4 February
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08:30 — 09:30
Breakfast and Networking Location: Indigo Restaurant
09:30 — 18:45
Registration and Information Location: Ballroom Foyer
10:00 — 11:00
Keynote - The Services Stress Test Thomas Lah, Executive Director, TSIA Location: Ballroom C
11:00 — 11:15
Refreshment Break Location: Ballroom B
11:15 — 12:15
Concurrent Syndicate/Breakout Sessions
Member Case Study - Enabling Your Partners, as An Extension of Your Team David Perrault, Technical Support Senior Manager, EMC
Location: Ballroom A-2
Service Science Case Study - Service Resource Planning and Optimization in Product Service Systems Klaus Kräher, Sales Manager, Niles-Simmons Industrieanlagen GmbH
Marc Hübbers, Research Associate, FIR Research Institute for Operations Management at Aachen University
Location: Ballroom A-3
12:30 — 14:00
Lunch Buffet in the Exhibition Location: Ballroom B
14:15 — 15:15
Keynote - Success With Connected Services: Seven Levers Prof. Dr. Florian von Wangenheim, Professor of Service & Technology Marketing, Technische Universitaet Muenchen Business School Location: Ballroom C
15:15 — 15:30
Refreshment Break Location: Ballroom B
15:30 — 16:30
Concurrent Syndicate/Breakout Sessions
Member Case Study - Drag or Drive for New Service Development - New Findings on the Contentious Relationships of Service Organizations with Their Corporate IT Departments Wilhelm Taurel, Taurel Service Management Consultants
Tilo Böhmann, Professor of Service Management, ISS International Business School of Service Management
Location: Ballroom A-2
Member Case Study - Paradigm Shifts in Services: From Transactional to Transformational Business Models Christopher Ranger, Vice President and General Manager, Services EMEA, Motorola
Location: Ballroom A-3
Member Case Study - Value Added Services: A Workshop J.B. Wood, President and CEO, TSIA
Location: Ballroom A-1
16:30 — 16:45
Moving Break
16:45 — 17:45
Concurrent Syndicate/Breakout Sessions
Member Case Study - Administration Overhead: In-house or Remote? Hendrik Wacker, EMEA Services Marketing Manager, Hitachi Data Systems
Location: Ballroom A-2
Member Case Study - Developing Best-in-Class Consumer Services for the European Market Luigi Lenguito, EMEA Consumer Services Business Development, Dell
Location: Ballroom A-3
Member Case Study - Value Added Services: A Workshop J.B. Wood, President and CEO, TSIA
Location: Ballroom A-1
17:45 — 19:15
Networking Reception in the Exhibition Location: Ballroom B
20:30 — 23:00
Optional Networking Dinners Location: Meet in Hotel Lobby (Transportati on on Own)
Friday, 5 February
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08:30 — 09:30
Breakfast and Networking Location: Indigo Restaurant
09:30 — 14:30
Registration and Information Location: Ballroom Foyer
10:00 — 11:00
Concurrent Syndicate/Breakout Sessions
Member Case Study - Crossing Borders: Influencing Headquarters Remotely Tania Escudero, Services & Support Group Manager, Microsoft
Location: Ballroom A-1
Member Case Study - Relations, Repeatability and Revenue Frank Seignette, Senior Business Planning Manager, Genesys Telecommunications Laboratories
Location: Ballroom A-2
Service Science Case Study - How to Create Perceived Value of Customer Solutions? Entering into a Dialog with the customer Is the Answer! Prof. Dr. Gertrud Schmitz, Professor of Service Management and Retailing, Mercator School of Management/University of Duisburg-Essen
Location: Ballroom A-3
11:00 — 11:15
Refreshment Break Location: Ballroom B
11:15 — 12:15
Concurrent Syndicate/Breakout Sessions
Member Case Study - Do Your “Go to Market” Channels Understand the Value of Training Jasmine Huxtable-Wright, Senior Manager, Symantec
Location: Ballroom A-1
Member Case Study - Siemens Switzerland, Industrial Automation and Drive Technologies: Attractive Services Won’t Happen Accidentally – They Need to be Designed! Ronny Weinig, Head of Global Services Industries, Siemens
Dr. Adrienne Schäfer, Head of Competence Center Services Management, Lucerne University of Applied Sciences and Arts
Location: Ballroom A-3
12:30 — 14:00
Keynote - Lunch and Closing Plenary/General Session - Are You Ready for the Services Upswing?
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Hans van Grieken, Vice President Business Innovation, Capgemini Nederland B.V. Location: Ballroom C
Full Agenda | Wednesday, 3 February | Thursday, 4 February | Friday, 5 February