TSW 2019 Recap: It’s All About Relationships

Giorgina Gottlieb | May 21, 2019

Empty stage awaits starts of TSW 2019 conference

Earlier this month, the Squelch team journeyed to San Diego as a proud sponsor of the 2019 Technology & Services World (TSW) conference. The annual event, hosted by the Technology Services Industry Association (TSIA) on May 6th-8th, brought together thousands of technology and services company leaders to discuss strategies and solutions for meeting rising customer expectations.

For those who weren’t able to attend TSW this year, here’s a recap of our experience, which can be summed up by the lyrics of an old Girl Scouts song:

Make new friends, but keep the old. One is silver and the other gold.

Squelch employees pose at TSW 2019

Making New Friends

One of the biggest benefits of attending a conference is the opportunity to mix and mingle in person with other professionals in the industry. While blog posts, podcasts, webinars, and other forms of digital information sharing and interaction are all valuable, none is a substitute for shaking hands and looking someone directly in the eye while speaking to them.

As a sponsor at TSW, we were able to talk one-on-one with conference attendees at our booth in the expo hall. We could ask questions about the challenges facing their customer support and success teams and show how our customer experience optimization solution might be able to help.

Also, as a way of saying thank you to attendees who took the time to stop by our booth, we entered them in an Apple AirPods giveaway. There’s no better way to start a relationship than by expressing gratitude!

Winner of Apple AirPods poses at Squelch booth   Second winner of Apple AirPods poses at Squelch booth

5K on the Bay

In addition to the networking opportunities available during the expo hours, we also had the chance to rub elbows with TSW attendees at the Squelch-hosted 5K on the Bay fun run.

Kicking off bright and early at 6 AM on Day 2 of the conference, the 5K on the Bay allowed participants to reinvigorate themselves with a walk, jog, or run along the scenic San Diego boardwalk. Sweating together at sunrise while wearing matching T-shirts was a true bonding experience!

Participants gather for TSW 2019's 5K on the Bay

And if you need some extra motivation to maintain — or start — your exercise routine, check out this Spotify playlist we curated. It’s sure to get the blood pumping!

Strengthening Existing Relationships

We had the opportunity to meet lots of new faces at TSW and hope these encounters will serve as the beginning of long-lasting friendships. But the conference also offered us the chance to strengthen existing relationships. One way in which we were able to do so was by supporting two friends of ours who gave talks at TSW: Irit Eizips and John Ragsdale.

Irit, who currently serves as CEO of CSM Practice, is a pioneer in the customer success space. Our friendship began when we featured her as the inaugural profile in our Influential Women in CX interview series, and we were thrilled to support her at TSW as she presented on “Simplifying Customer Success for Complex Product Portfolios at Scale.”

Our relationship with John, TSIA’s distinguished vice president of service technology research, dates back to our initial sponsorship of TSW last year. Since then, we’ve had the opportunity to collaborate on two webinars, one focused on aligning CX across your company to achieve business success and the other about ways that culture can impact success teams, customers, and the bottom line.

John was a very busy man during TSW as an on-stage participant in multiple sessions. We were particularly intrigued by the keynote panel he led titled “Millennials on Millennials,” in which panelists discussed “some stereotypes of millennials, their thoughts on effectively attracting and retaining younger workers, opportunities for ongoing learning in the workplace, and their view of how millennials differ as managers than previous generations.” You can catch the full conversation here.

Panel of speakers on stage at TSW 2019

See You at Future Events!

If you weren’t able to attend TSW this year, fear not. There are several other outstanding events for CX professionals coming up in 2019. In particular, we recommend checking out Gainsight’s Pulse conference, taking place in San Francisco on May 21st-24th, and Zendesk Showcase, a series of one-day events happening around the country. The next Showcase will be held on May 22nd in New York City.