SOURCE: Technology Services Industry Association (TSIA)

Technology Services Industry Association

May 05, 2016 19:46 ET

TSIA Executives to Speak at the Pulse 2016 Customer Success Conference

TSIA to Sponsor and Keynote at Gainsight's Event for Customer Success Professionals

SAN DIEGO, CA--(Marketwired - May 05, 2016) - The Technology Services Industry Association (TSIA), the leading association for today's technology and services organizations, announced that president and CEO, J.B. Wood will be delivering a keynote presentation at the Pulse 2016 conference, produced by Gainsight, next week in Oakland, CA. Wood will also be joining TSIA's VP of customer success and support services research, Judith Platz, to co-host four executive track discussions at the conference.

Pulse 2016, hosted by customer success solution provider Gainsight, is a conference for customer success practitioners and other professionals with customer-centric roles to learn from thought leaders, share best practices, and network with their peers. TSIA is a Gold sponsor of this event and will be presenting on two consecutive days of the conference, taking place May 10-12 at the Oakland Convention Center.

On Tuesday, May 10, TSIA's president and CEO, J.B. Wood, as well as vice president of customer success and support services research, Judith Platz, will be facilitating four back-to-back panel discussions with other service executives at the Pulse 2016 Services & Support summit. The session information is as follows:

  • "Getting LASER-focused on Positive Customer Outcomes", at 1:30 PM, co-presented by J.B. Wood of TSIA, Chris Doell of Cisco, and Mike McCarron of Sagan Systems.
  • "Elevating Customer Outcomes: Successful Partnering Between Customer Success and Professional Services," at 2:05 PM, co-presented by Judith Platz of TSIA, Marco Aurelio of Delphix, Keith Roller of NewVoiceMedia, and Kate Zartarian of Crimson Hexagon.
  • "Achieving Synchronicity: Nailing the Hand-off Between Sales, Services, CSM," at 3:00 PM, co-presented by J.B. Wood of TSIA, Boaz Maor of WalkMe, and Aaron Fulkerson of MindTouch.
  • "Customer Success Heroes: Building Success Functions Alongside Established Services and Support Teams," at 3:35 PM, co-presented by Judith Platz of TSIA, Tom Cloos of Talend, Vicki Appel of CloudLock, and Mark Friedman of Genesys.

On Wednesday, May 11 at 9:35 AM J.B. Wood will be delivering a keynote presentation on the main stage titled, "Digging Economic Moats for your XaaS Business." In this session, Wood will be sharing material from TSIA's new book, Technology-as-a-Service Playbook: How to Grow a Successful Subscription Business, which details the specific tactics that SaaS and other subscription model companies must employ to achieve profitability. He will also cover the business and financial transformations companies must make to stay ahead of trends, focusing on the critical role that customer success organizations can play in building economic moats that help maintain competitive advantage, keep customers on a platform, and produce profits.

"Putting the customer first is the key to business success, and something we believe in whole-heartedly at TSIA," said president and CEO of TSIA, J.B. Wood. "While technology companies are beginning to realize the value customer success can bring to their organization, successfully delivering customer outcomes is the next logical step if they're to go even further in improving satisfaction, growth, and profits."

"We're honored to have the opportunity to facilitate these important discussions about the future of customer success and how to create a better customer experience," said TSIA's vice president of customer success and support services research, Judith Platz. "The topics we'll be covering include common business challenges facing today's customer success organizations that we work to help our Customer Success and Support Services members solve every day, and we're looking forward to sharing our insight as well as learning from others."

Gainsight's Pulse 2016 conference takes place May 10-12 at the Oakland Convention Center. More information can be found at their website Information about TSIA and TSIA's Customer Success and Support Services membership programs can be found at

About TSIA
The Technology Services Industry Association (TSIA) is the world's leading organization dedicated to advancing the business of technology and services. Technology services organizations large and small look to TSIA for world-class business frameworks, best practices based on real-world results, detailed performance benchmarking, exceptional peer networking opportunities, and high-profile certification and awards programs. TSIA corporate members represent the world's top technology companies as well as scores of innovative small and mid-size businesses in four major markets: enterprise IT and telecom, consumer technology, healthcare and healthcare IT, and industrial equipment and technology. TSIA's editorial blog, Inside Technology Services, is widely recognized by technology service professionals for providing thought leadership and insights into industry trends and best practices. Visit us at, follow us on Twitter @TSIACommunity, or connect with us on LinkedIn and Google +.

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