Attendees converged in Hall B for an enlightening opening keynote delivered by SSPA’s executive director Stephen Smith, who gave an in-depth update on the Association and what our initiatives and deliverables are, touching on the topics of how members are leveraging Web 2.0, the best-practice metrics and measures, and some of the results from the recent TPSA Global Service 50. Bill Rose, SSPA’s vice president of services research, to talk about there the Association’s research agenda is heading in the future.
Next Steve invited Mary Cay Kosten to the stage. Mary Cay is senior vice president of Global Customer Services for Sun Microsystems and gave a very interesting thought-producing presentation on “Achieving Service Excellence.”
Rounding out the morning keynotes, John Ragsdale, vice president of technology research for SSPA, discussed “2008 Support Technology Trends,” with results from SSPA’s 2008 Functional Heat Map and the 2008 Member Technology Survey.
Nearing the end of his keynote, John had the great honor of delivering the SSPA Spring 2008 Recognized Innovator Awards to the finalists and winners in the three critical business areas of usability, voice of the customer, and root cause analysis. Clarabridge, IBM, InQuira, NextNine, and Microsoft were all recognized for surpassing key stringent criteria and objectives as outlined by this year's panel of judges.
Following these morning keynotes, John Ragsdale led a large group of interested folks through the Technology Services Expo on the first Innovation Tour of the day, offering up the microphone to key execs in the services realm from the finalists and winners of the Innovator Awards.
Afterward, SSPA and TPSA members congregated on the show floor to make connections and refuel for the rest of the day with a fabulous luncheon spread.
Networking...
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