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Monday
- April 21, 2008 - WORKSHOPS &
EXEC. FORUM |
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10:00
am - 4:00 pm |
Executive
Forum (By Invitation
Only) |
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9:00
am - 5:00 pm |
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Tuesday
- April 22, 2008 - CONFERENCE
(DAY 1) |
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8:00
- 8:30 am |
BREAKFAST
- Meet & Greet |
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8:30
- 8:45 am |
Welcome & Introductions |
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8:45
- 9:45 am |
The Optimal
Service Model: A Self-Service and Assisted-Service Blend
Debbie
Landers - Vice President,
Worldwide Client Support
IBM Information Management Software |
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9:45
- 10:45 am |
Nokia
Case Study – Knowledge Management Strategies
and Challenges
Paul
Esch - Director, Advanced Technical
Support
Nokia Enterprise Solutions |
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10:45
- 11:00 am |
MORNING
BREAK |
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11:00
- 12:00 pm |
Evolving
eService Models – Driving Efficiency without
Losing Touch
Ken
Skinner - Vice President
of Worldwide Customer Care
Vignette Corporation |
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Novell's
Transformation to Web Based Support
Kenny
Bunnell - Director
of Services Operations
Novell |
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ABB
- The Power of Customer Collaboration for Results;
Enhancing the Customer Experience
Bill
McGovern - Director of
North America Customer Service Center & Common
Service Applications
ABB |
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AFTERNOON
BREAK |
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Panel
Discussion – Leveraging Communities as part of
the eServices Portfolio
This panel session will provide
a discussion on how companies are leveraging communities
as an eservice channel. The discussion will center
on what approaches companies are taking, the tools
and technologies they are leveraging and the impact
communities have on service offerings. Panelist will
highlight their approach to communities and engage
the audience in a open discussion on the topic of leveraging
communities in the eservice portfolio.
William Lee – Cisco Systems
Anthony Baggio – SocialText |
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Update from Service Stategies
David Licosati - Vice
President of Sales - Service Strategies
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6:00
- 7:30 pm |
Cocktail
Reception
The Association of Support
Professionals will honor the “Top Ten Best Web Support Sites of 2008” at
the cocktail reception.
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Wednesday
- April 23, 2008 - CONFERENCE (DAY 2) |
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8:30
- 9:00 am |
BREAKFAST
- Meet & Greet |
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9:00
- 10:00 am |
Measurement
Matters – The Benefits and Organizational Measures
of KCS
Greg
Oxton - Executive
Director
Consortium for Service Innovation |
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10:00
- 10:45 am |
McAfee Case Study - The
Evolution Of The Automated Contact Center
Greg
Sanders - Director, Global Online Services
McAfee, Inc. |
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10:45
- 11:00 am |
MORNING
BREAK |
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11:00
- 12:00 pm |
"The Angels Are Singing
When the Phone Ain't Ringing": NetApp's Multi-Faceted
Approach to eService
Nicholas Howard - Sr. Director of
Operations NetApp Global Services
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12:00
- 12:15 pm |
Prize
Drawing |
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| 2:00 -
4:00 pm |
Development Roundtable
(SCP Participants Only) |
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