AFSMI Announces Track Sessions for 2005 World Conference

“Attendees of AFSMI World Conferences continue to grow more diverse in their job responsibilities, their organizational scope, and their need for continuing education, peer networking, and polishing their management skills,” said John Schoenewald, CEO of AFSMI. “We have recognized this evolution in customer services and support management and have responded by increasing the number of tracks, increasing the number of sessions, and reaching out beyond our membership to find expert speakers in the various aspects of our industry. This year, anyone involved in customer services and support will find something of real interest for their specific needs. Our attendees are really looking for something that they can take back and start implementing immediately in their organizations. They want to hear their peers and customer services and support experts detailing real-life situations and experiences—sharing best practices, case studies, and innovations in our industry. This year, we have nine tracks with 50 individual sessions—including eight POWER SESSIONS featuring special panelists and guest speakers—for a total of 58 hours of education to help satisfy the 2005 World Conference attendees’ varied interests,” concluded Schoenewald.

Every year, the customer services and support industry’s leading executives and managers come together at the AFSMI World Conference to increase their knowledge, share personal experiences with their fellow professionals, establish new contacts, and advance their careers and their professions. This year’s conference continues the long tradition of providing AFSMI members and non-members alike with world-class keynote headliners, thought-provoking speakers, in-depth case studies, extensive networking, and an expansive Technology Resource Center (Expo Hall) featuring over 80 solutions providers.

This premier event sets the pace for the future of customer services and support. It is the world’s largest gathering of customer services and support executives and managers, and it is the most widely attended conference available for companies, organizations, and individuals involved in technology services. This year’s theme—FINE TUNING YOUR CONNECTIONS—builds upon the connections to s-business excellence provided by AFSMI. Special events during the conference include the AFSMI Gala and the Annual Awards Ceremony—where AFSMI honors those individuals, companies, and chapters that have distinguished themselves, furthered their profession, and advanced the cause of s-business excellence.

This year’s keynote presenters are Wim Elfrink, senior vice president of Customer Advocacy for Cisco Systems; Jim Balsillie, chairman and co-CEO of Research In Motion (RIM)/BlackBerry; Michael McCloskey, CEO of FrontRange Solutions; Mike Rigodanzo, senior vice president and general manager of Hewlett-Packard’s Technology Services business unit; and Mike Wiley, general manager of service transformation for IBM Global Services.