Industry Leaders Address Future of Technology Services
Keynote Panel at Technology Services World Conference Considers Strategies for Driving Technology Adoption
(EMAILWIRE.COM, October 19, 2009 ) SAN DIEGO, CA – J.B. Wood, president and CEO of the Technology Services Industry Association, the leading professional association for the service and support industry, moderated a keynote panel discussion with senior executives from prominent technology companies today at Technology Services World 2009 Las Vegas, the association’s annual fall conference.
Panelists included Barbara Gordon, corporate vice president, customer service and support, Microsoft; Ruth Fornell, vice president, professional services, NCR; Chris Dowse, founder and chief adoption architect, Neochange; Alex Dayon, senior vice president, customer service and support applications, salesforce.com; and David Hare, vice president, enterprise support services, Symantec.
The panel session took place directly following Wood’s keynote highlighting key concepts from his new book, Complexity Avalanche, a broad exposé of the key trends driving the technology industry today. Wood posed questions to the panel based on the central premise of Complexity Avalanche—that most technology companies lack a strategy for driving technology adoption all the way through to customer success, and that this will become the future role of technology services.
“Technology itself is growing evermore complex,” asserted Wood. “Customer adoption rates are slowing, leaving a consumption gap between capability and deployment. And technology companies are rightly asking themselves: Who is responsible for customer success? Services are becoming more critical than ever to product companies and their customers.”
Complexity Avalanche provides a roadmap for moving to the next level of services. More information can be found at http://www.complexityavalanche.com and http://jbwood.tsia.com.
Information on Technology Services World, happening October 19-21, can be found at www.technologyservicesworld.com and http://technologyservicesworld.com/blog.
About TSIA
The Technology Services Industry Association (TSIA) is the technology services industry’s largest and most vibrant association, encompassing more than 50,000 members from 300 companies in 80 countries. Our ranks include services executives, managers, and professionals from around the globe. www.tsia.com.
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Panelists included Barbara Gordon, corporate vice president, customer service and support, Microsoft; Ruth Fornell, vice president, professional services, NCR; Chris Dowse, founder and chief adoption architect, Neochange; Alex Dayon, senior vice president, customer service and support applications, salesforce.com; and David Hare, vice president, enterprise support services, Symantec.
The panel session took place directly following Wood’s keynote highlighting key concepts from his new book, Complexity Avalanche, a broad exposé of the key trends driving the technology industry today. Wood posed questions to the panel based on the central premise of Complexity Avalanche—that most technology companies lack a strategy for driving technology adoption all the way through to customer success, and that this will become the future role of technology services.
“Technology itself is growing evermore complex,” asserted Wood. “Customer adoption rates are slowing, leaving a consumption gap between capability and deployment. And technology companies are rightly asking themselves: Who is responsible for customer success? Services are becoming more critical than ever to product companies and their customers.”
Complexity Avalanche provides a roadmap for moving to the next level of services. More information can be found at http://www.complexityavalanche.com and http://jbwood.tsia.com.
Information on Technology Services World, happening October 19-21, can be found at www.technologyservicesworld.com and http://technologyservicesworld.com/blog.
About TSIA
The Technology Services Industry Association (TSIA) is the technology services industry’s largest and most vibrant association, encompassing more than 50,000 members from 300 companies in 80 countries. Our ranks include services executives, managers, and professionals from around the globe. www.tsia.com.
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