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UID:237841-1649145600-1649350800@asponline.com
SUMMARY:The Support Experience
DESCRIPTION:ASP is partnering with SupportLogic to help them with their upcoming event SXLive. This conference will be virtual on April 5-7\, 2022. The focus is on the Support Experience\, something that we believe is of vital importance in this subscription economy for technology (and other) products and services. In fact\, we rethought the scoring of our ASP Best Support Websites competition a few years ago to put more weight on the experience. Customer Success is critical and that is driven by the Customer Experience\, which is mostly driven by their Support Experience. This makes the importance of support much higher than ever before. Sure\, it is very important to get new customers\, but if you can’t hang on to them\, it doesn’t matter. You will not make any profit and you will go out of business quickly.
URL:https://asponline.com/event/the-support-experience/
LOCATION:Virtual\, United States
CATEGORIES:Virtual Conference
ORGANIZER;CN="Association of Support Professionals":MAILTO:info@asponline.com
END:VEVENT
BEGIN:VEVENT
DTSTART;VALUE=DATE:20201006
DTEND;VALUE=DATE:20201009
DTSTAMP:20200810T184710Z
CREATED:20200331T180240Z
LAST-MODIFIED:20200810T184710Z
UID:236990-1601942400-1602201599@asponline.com
SUMMARY:ASP Conference on Customer Success + Support: A Powerful Partnership
DESCRIPTION:
URL:https://asponline.com/event/asp-conference-on-customer-success-support-a-powerful-partnership/
LOCATION:Virtual\, United States
CATEGORIES:Conference
ORGANIZER;CN="Association of Support Professionals":MAILTO:info@asponline.com
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Chicago:20200610T110000
DTEND;TZID=America/Chicago:20200610T120000
DTSTAMP:20200528T184442Z
CREATED:20200528T184036Z
LAST-MODIFIED:20200528T184442Z
UID:237123-1591786800-1591790400@asponline.com
SUMMARY:ASP Free Webinar\, What's the Difference Between a Good Support Website & a Great One?
DESCRIPTION:In today’s time\, the emphasis is on remote everything. Your support website is absolutely critical. Al Hahn\, Executive Director of ASP interviews Ryan Mathews of NetApp and Arnfinn Austefjord of the KCS Academy. They have both been involved with ASP’s Best Support Website competition for years. Both have won this award more than once. Arnfinn has judged the competition many times. Both will share tips and implementation secrets that you probably won’t find elsewhere.You must register for the live or recorder event. \nRyan Mathews\nDirector\, Digital Support\nNetApp\n——————\nRyan Mathews joined NetApp in July of 2018 with 15 years of experience in Customer Support where he leads the award-winning Digital Support team. \nHe started his career in the United State Air Force\, earning a commission in December of 2000 as a Communications Officer. Ryan’s military experience provided a wealth of learning and leadership opportunities early in his career that he’s been able to use extensively in the high-tech services & support industry. \nRyan successfully transitioned to the private sector when he joined Extreme Networks as a Technical Support Engineer in July 2005. He steadily worked his way up to Service Operations Manager where he led a highly successful Knowledge-Centered Service (KCS) Adoption that helped transform Extreme’s Support Business in 2013-2016. His team’s excellent digital transformation results were replicated in 2017 when Ryan joined Republic Wireless and they quickly earned their first Association of Support Professional’s Top Support Site Award in 2018. \nMathews holds an active KCSv6 Practices certification from the KCS Academy (since 2014). He graduated from the University of Florida with a Bachelor of Science in Electrical Engineering in 2000 and a Master of Business Administration from North Carolina State University in 2009. \nArnfinn Austefjord\nGlobal Head of Training & Certification\nKCS Academy\, Consortium for Service Innovation \nArnfinn is the Global Head of Training and Certification for the KCS Academy\, a subsidiary of the Consortium for Services Innovation. Arnfinn has over 30 years of experience heading Product Strategy and Management\, Service Transformation\, and Global Training and Certification at companies such as ServiceNow\, Oracle\, and Sun Microsystems. Arnfinn has been a ASP Top Ten Support Site judge for 7 years and is a two-time winner of that award while at Oracle. More information about Arnfinn can be found here: https://www.linkedin.com/in/arnfinn-austefjord/
URL:https://asponline.com/event/asp-free-webinar-whats-the-difference-between-a-good-support-website-a-great-one/
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Chicago:20200416T110000
DTEND;TZID=America/Chicago:20200416T120000
DTSTAMP:20200402T174111Z
CREATED:20200402T174111Z
LAST-MODIFIED:20200402T174111Z
UID:236994-1587034800-1587038400@asponline.com
SUMMARY:Webinar\, Remote Support: Now and After the Covid19 Crisis
DESCRIPTION:April 16th at 9:00am Pacific time\, Robert C. Johnson\, CEO of TeamSupport and Melissa Hendrick\, CMO will interview these three as part of a partnership with ASP for Webinars. David Kay is a noted consultant in support and a KCS expert. Francoise is also a noted consultant and Author of The Art of Support. Nichole Herran TeamSupport’s Manager of Customer Support & Onboarding is a practitioner who is dealing with this crisis just as much as you are.  Go here to register . The webinar will be recorded\, but you still have to register to get the recording.
URL:https://asponline.com/event/webinar-remote-support-now-and-after-the-covid19-crisis/
END:VEVENT
BEGIN:VEVENT
DTSTART;VALUE=DATE:20200324
DTEND;VALUE=DATE:20200326
DTSTAMP:20200117T182113Z
CREATED:20191028T213213Z
LAST-MODIFIED:20200117T182113Z
UID:236354-1585008000-1585180799@asponline.com
SUMMARY:ASP 2020 Conference; Customer Success + Support: A Powerful Partnership
DESCRIPTION:Join the ASP in Dallas to learn how companies define and deliver support for outcomes that customers want. This conference will be hosted by TeamSupport. Presenters so far include Mikael Blaisdell\, founder and Executive Director of the Customer Success Association; Jerry Stalick\, VP of Customer Success at F5 Networks with Ron Runyon\, VP of Support and Erika Cowen\, Director of Enterprise Success; Mohammed Ajous\, Sr VP & Global Head of Product Support at SAP\, Francoise Tourniaire\, Founder & Owner of FTWorks; Ian Baxter\, VP of Support\, Success\, & Services at Solidworks; Giri Iyer\, SVP of Global Support & Success at Rubrik\, & Kate To\, VP Global Customer Support\, Oracle. More will be added.  \nThis will be our third conference. All of the prior conference have been intimate affairs\, with lots of interactions. The attendees tend to be VPs/Directors of Support\, along with some of their teams. I have recently noticed that some of the executives in our membership have added success to their support responsibilities. We will hear from several of them. I expect 100-200 attendees. This allows everyone to interact with our presenters\, not only during their presentations\, but throughout the conference as well.  This year\, we had a delightful evening in San Diego with a cocktail party that ended with many small discussion groups around a communal firepit. We will build the agenda around interactive sessions\, but we will avoid breakout groups that splinter off from the main events. While you can find larger events\, you will not find one that is as focused on support activities. As usual there will be early-bird discounts\, but only until Dec.15th. ASP members get substantial discounts. To register\, go here
URL:https://asponline.com/event/asp-2020-conference-customer-success-support-a-powerful-partnership/
ORGANIZER;CN="Association of Support Professionals":MAILTO:info@asponline.com
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Los_Angeles:20200129T090000
DTEND;TZID=America/Los_Angeles:20200129T100000
DTSTAMP:20200124T172924Z
CREATED:20200129T150051Z
LAST-MODIFIED:20200124T172924Z
UID:236607-1580288400-1580292000@asponline.com
SUMMARY:ASP Webinar Customer Success + Support: A Digital Transformation With Jennifer Macintosh
DESCRIPTION:Enterprises are still largely siloed in their approach to dealing with prospects and customers.Today\, most have built a self-service experience for their customers that is focused on logging support cases and searching the knowledge base\, but in 2020\, is this enough? \nJoin us as TeamSupport CEO Robert Johnson interviews Jennifer MacIntosh\, Customer Experience Industry Advisor & ASP Board Member\, to learn more about the digital transformation in the works with support and success. \nGo here to register (required for both live and recorded webinar). \nRecognized as one of the Top Women Leaders in SaaS\, Jennifer MacIntosh has over 20 years experience working with high-tech and financial services companies helping them to establish\, lead\, and grow their Customer Experience and Success practices. Jennifer is an advocate for the customer who builds transformational customer engagement\, adoption and value realization services. Jennifer was most recently with Coveo and built their Customer Success\, Experience\, Training and self-service practices from scratch. Prior to Coveo\, Jennifer was Founder and Principal of Okas Consulting\, a global consulting practice. Jennifer has also held executive roles as a change agent who significantly improved the customer experience at Yahoo\, Quest Software (Dell) and Cognos (IBM). \n\n*Part of the ‘Customer Support Technology for Customer Success’ Series Co-Presented by TeamSupport and the Association of Support Professionals \n  \n\n\n\n\n\n\nYour contact information\, including email\, may be shared with the sponsors of this event for the purpose of following up on your interests.
URL:https://asponline.com/event/asp-webinar-customer-success-support-a-digital-transformation-with-jennifer-macintosh/
CATEGORIES:Webinar
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Chicago:20191219T110000
DTEND;TZID=America/Chicago:20191219T120000
DTSTAMP:20191204T190945Z
CREATED:20191204T190945Z
LAST-MODIFIED:20191204T190945Z
UID:236404-1576753200-1576756800@asponline.com
SUMMARY:Webinar Dec. 19th at 9:00am Pacific With 2020 Conference Presenter Mohammed Ajouz\, SVP Of Product Support at SAP on Support is the Key to Customer Success.
DESCRIPTION:Mohammed will be interviewed by TeamSupport CEO\, Robert Johnson as part of their partnership with ASP for Webinars. SAP is one of the companies\, along with Red Hat & Solidworks that have recently added Customer success to the support organization’s responsibilities. The live webinar will be recorded\, but you must register. \nMohammed joined SAP in the summer of 2017 as Global Head of Product Support. He is an experienced services executive\, with more than 30 years’ background leading enterprise support organizations. \nHis background includes the leadership of various enterprise support organizations at Oracle\, as well as the successful transformation of support from on-premise to cloud at Skillsoft\, where he led the customer support and the cloud operations organizations. Mohammed is a progressive thought-leader with an accomplishment record of providing effective multi-faceted\, innovative support to global enterprise customers. \nIn his current role\, Mohammed is leading the way in a transformational era of change and growth to deliver the Next-Generation Support for the intelligent enterprise with an award-winning support experience that “Delights Customers. Always”. He is responsible for leading and providing overall direction for Product Support ensuring customer and employee success while successfully executing on the overall SAP strategy.  He lives the SAP leadership principles while providing ongoing coaching to the Product Support leadership team to run as a high performing team. \n\nMohammed Ajouz\nSenior Vice President\, Global Head of Product Support at SAP
URL:https://asponline.com/event/webinar-dec-19th-at-900am-pacific-with-2020-conference-presenter-mohammed-ajouz-svp-of-product-support-at-sap-on-support-is-the-key-to-customer-success/
ORGANIZER;CN="Association of Support Professionals":MAILTO:info@asponline.com
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Chicago:20191106T110000
DTEND;TZID=America/Chicago:20191106T120000
DTSTAMP:20191017T161852Z
CREATED:20191017T161847Z
LAST-MODIFIED:20191017T161852Z
UID:236327-1573038000-1573041600@asponline.com
SUMMARY:ASP Free Webinar With Jerry Stalick\, VP Silverline SOC & Customer Success at F5 Networks.
DESCRIPTION:Al Hahn\, Executive Director of ASP interviews Jerry Stalick on Customer Success + Support; A Powerful Partnership. Customer Success generated the most spirited discussion at ASP’s 2019 conference. There Are a lot of questions regarding how we should work together for the customer. Jerry has had extensive international experience in support and now heads his company’s customer success efforts. he has a strong relationship with their support VP. He will explain how this relationship developed and how they work closely together. He will also offer some tips for others to implement. The webinar will be recorded\, but you still have to register.
URL:https://asponline.com/event/asp-free-webinar-with-jerry-stalick-vp-silverline-soc-customer-success-at-f5-networks/
ORGANIZER;CN="Association of Support Professionals":MAILTO:info@asponline.com
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Los_Angeles:20191002T090000
DTEND;TZID=America/Los_Angeles:20191002T100000
DTSTAMP:20190920T011551Z
CREATED:20190920T010033Z
LAST-MODIFIED:20190920T011551Z
UID:236251-1570006800-1570010400@asponline.com
SUMMARY:ASP & Coveo Webinar: The Intelligent Customer Support Journey - Master Class with Quest Software
DESCRIPTION:80 percent of brands think they provide a great customer experience – but only 8 percent of their customers agree. To reduce support costs and increase customer satisfaction\, it’s time to rethink the customer journey. \nQuest Software recently tackled this challenge head on by not only launching a new feature on their support website to offer training content for customers\, but increasing consumption of the training content through recommendations and knowledge based search. \nJoin us for an informative webinar to hear from Jerid Johnson\, Sr. Director\, Worldwide Technical Support and Service Operations at Quest Software talk about the three key features Quest introduced and improved on their support portal\, and the results that went along with them. \nYou must register to attend or listen to the recording.
URL:https://asponline.com/event/asp-coveo-quest-webinar-oct-2019/
LOCATION:ASP Webinar
CATEGORIES:Webinar
ORGANIZER;CN="Association of Support Professionals":MAILTO:info@asponline.com
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20190829T120000
DTEND;TZID=America/New_York:20190829T130000
DTSTAMP:20190821T191027Z
CREATED:20190821T191027Z
LAST-MODIFIED:20190821T191027Z
UID:235917-1567080000-1567083600@asponline.com
SUMMARY:ASP 2019 Top Ten Best Support Website:  NetApp
DESCRIPTION:How NetApp Won Two Years in a Row\nAl Hahn\, Executive Director of the ASP & Audrey Patenaude of Coveo Will Interview Ryan Mathews\, Director\, Digital Support\, NetApp\nThis was ASP’s 21st year for this competition. We changed the scoring criteria quite a bit this year and it had a noticeable result. NetApp has won twice in a row. How did the changes affect the competition and how did NetApp win again? Tune in to find out as Al & Audrey discuss these things with Ryan. Learn from his experience in the competition and get some tips and what to do as well as what to avoid for a great self-service website. \nRyan will share his experiences\, some tips on how to get the most from your entry and advice on how to make your website a Top Ten Best Support Website. \nRegister Now \nYou must register to attend and to view the recording.
URL:https://asponline.com/event/asp-2019-top-ten-best-support-website-netapp/
LOCATION:ASP Webinar
CATEGORIES:Webinar
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