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SSPA Europe Selects Speakers For London Executive Forum(San Diego, CA December, 2001) - The Service & Support Professionals Association (SSPA) and the SSPA Europe announced today the line-up of outstanding Speakers for the next SSPA Europe Executive Forum, January 15-16, 2002, at the Sheraton Skyline Hotel at London Heathrow. The Executive Forum is designed as a series of forums where executives can gain valuable insight into how other European service and support centers are dealing with some of the hottest issues of the day. They will explore and discuss the critical issues facing support centers on eSupport, managing your Support Center as a remote site, preparing for certification, future directions and many others.“The SSPA has held several very successful conferences in The UK, Europe and Ireland” said Bill Rose, SSPA Founder/Executive Director. “Our London Executive Forum is shaping up to be one of the best content-rich meetings we have ever held.” Day one will begin with a keynote address- "Integrating the After-Sales Services Value Chain", by Joop Heijenrath, President Europe, Stream International. Heijenrath has been with Stream since late 1997. During the last several years, Stream International has grown rapidly across Europe. Before accepting his current role, Heijenrath was the founder/MD of a Media start-up company in the Netherlands. He also worked as the launch director for the GSM services. His professional start was as a strategy consultant with Monitor Company. He has worked, studied and lived in several countries. He holds a MSc. in Engineering from Delft and an MBA from INSEAD, France. Presentations on day one will continue with: * “Customer Loyalty for Businesses of Any Shape or Size”, by Richard Walker, CRM Director, eBusiness Suite- Oracle Corporation, UK. * Case Study: “Challenges and Opportunities Discovered on the Road to Certification”, by Peter Dolan, Director EMEA Customer Support- American Power Conversion. * “The Importance of The Individual in The Support Centre” by Camilla Vickery-Hamp, Training Director- Hampstead Partnership Limited. * Panel- “Handling Cut-backs, Consolidations and Closures in Tech Support” * “The SSPA 2001 Survey Results”, from Bill Rose, SSPA Founder/Executive Director Day two will begin with a keynote presentation- “Cultures, Customs and Confusion in Delivering Global Support”, from John Hamilton, President- Service Strategies Corporation (SSC). Hamilton has more than 25 years of experience in the Software, Computer Automation and Information Technology industries. The past 15 years have been devoted to managing support operations and providing consulting and training services. Formerly the Director of Product Services for EDS-Unigraphics (a complex CAD/CAM suite of software applications), Hamilton moved on and established the Professional Services Division for the Service & Support Professionals Association (SSPA). His company of consultants is recognized in the industry for delivering high quality training and consulting services predominately to SSPA members. Day two presentations will continue with: * “Tyranny Out- By Design”, by Stephen Parry, Strategy and Operational Development Manager- ICL Fujitsu. * “International Escalation Services and Multi Cultural Communications”, by Paul Knott, Site Director Dublin- FileNET Corporation. * Panel- “The ‘Hottest’ Technology Vendors in The Industry”. * “Developing a Customer Survey Process to Drive Company Wide Improvements” by Kevin Page, Global Customer Support Process Manager- Mentor Graphics (U.K.) Ltd. And Sue Madeley, UK Country Manager- Satmetrix Systems. * “The Road to a Global Support Network”, by Ken Turbitt, Global Enterprise Analyst- Peregrine Systems. For the past 13 years, the Service & Support Professionals Association (SSPA) has led the industry by providing content rich conferences, executive forums and roundtable meetings. The SSPA Europe has hosted past Events in Dublin, London and Amsterdam. In addition to the upcoming London event, SSPA Europe Executive Forums will be held in Amsterdam, Munich, Paris or Brussels, in the future. For more information and to register for the SSPA Europe Executive Forums, visit www.supportgate.com/london. About SSPA: Founded in 1989, SSPA represents over 15,000 service executives in over 500 member companies worldwide. SSPA gives service and support professionals opportunities to share ideas, discuss developing trends and network with their peers. SSPA offers its members conferences, seminars, specialized training, executive forums, certification programs and a variety of publications. SSPA resides at the web portal of Supportgate at www.supportgate.com. Through these ‘gates’ you will find the Membership Communities of the Service & Support Professionals Association (SSPA), the SSPA Europe, the SSPA Asia Pacific, the SSPA Service Vendor Alliance, (SVA) and the SSPA Professionals Membership. For more information regarding the SSPA and other related divisions, log on to www.supportgate.com or send an email to info@supportgate.com. About SSPA Europe: SSPA Europe was formed to provide membership opportunities, local conferences and networking for European service managers. SSPA North America and SSPA Europe have joined together through online services at www.supportgate.com. Together they will host a series of virtual round table meetings and Member2Member Information Exchanges that will allow everyone to cross all borders and truly become an international association. For more information, please call SSPA Europe at 44 (0) 870 900 7087, or send an email to sspae@supportgate.com. Editorial Contact: Ron Johnson Supportgate.com 909.244.7002 rjohnson@supportgate.com top of page |
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