Wednesday, November 11

9:00 Welcome and Consortium Updates

Greg Oxton (Consortium), Mike Runda (Intuit)
Welcome and overview of the Consortium and its work

9:45 Assessing the Customer Demand for Support

Robert Rose (Symantec), Brad Smith (Yahoo)

11:00 Are our support agents fully engaged in KCS?

Radar Charts, Manager Training Mike Griffiths (SAP Business Objects), Adam Volpe (RIM)

1:30 Are we fully capitalizing on what we know? What we have learned from the New vs. Known Study?

Panel discussion: Mark McCarthy (Mentor Graphics), Robert Rose (Symantec), Curtis Hawks (HP)

3:30 Just-in-time Publishing - what is the link between just-in-time publishing and customer success on the web and how do we do it?

Al Lowrie (Intuit)

Thursday, November 12

9:15 Understanding the problem solving process

Brad Smith (Yahoo) and Robert Rose (Symantec)

10:15 Leadership Challenges

Panel Discussion: Doris Jurisson (Omgeo), Marco Bill-Peter (Red Hat), Mike Runda (Intuit)

1:00 OpenSpace Discussions

Links to the Consortium wiki, some teams posted notes. No sign on required to read the wiki. If you have notes you would like to post for a session you can; email them to us or let us know and we will set you up with write access to the wiki.

Friday, November 13

9:45 Welcome and summary of the open space sessions

10:30 Is our organization collaboration friendly?

Melissa Burch (Oracle), David Kay (DBKay), Melissa George

11:30 Summary and wrap up