Presenters

Steve Hurley Vice President, Member Engagement ITSMA

Steve Hurley is Vice President of ITSMA's Learning and Performance Excellence activities. His primary responsibility is to work with the company's member organizations in building their professional competencies in marketing and selling IT solutions. Through e-learning and classroom activities, Steve serves up tools, methods, processes, and frameworks that have proven to be effectiveness within the industry.

Since joining ITSMA, Steve has been responsible for designing and delivering workshops, courses, and programs to over 20 companies on the topics of services sales and marketing. From Paris to San Jose, his team of learning facilitators have worked closely with member teams to help them build stronger client relationships.

Prior to joining ITSMA, Steve worked for Arthur D. Little, Inc., (ADL) a global management consulting company with offices in over 45 countries. During his time with the firm, he held a variety of positions, including Director of Executive Education and Training for the firm. In his last position with the company, he was responsible for creating its first corporate university, leading to standardized learning and development programs across all parts of the firm worldwide.

Steve also spent three years with the Peace Corps, serving in Tunisia. He is fluent in French, with a working knowledge of Arabic.

Steve has a Bachelor Science degree in Economics and Math from the University of Windsor in Windsor, Ontario. He also has a Master of Science in Management degree from the Arthur D. Little School of Management, where he graduated magna cum laude.

Jeff Lowe Strategic Planning Director Venture Communications

Jeff Lowe specializes in the areas of Marketing Measurement/ROI, Branding, and Marketing Strategy.

With over thirteen years experience in Marketing and Branding, Jeff maintains a strict adherence to planning and fact-based decision making. He helps clients build accountable marketing strategies and measurement systems and exploits the power of research in enabling clients to demonstrate thought leadership and provide value to their customers. Jeff has extensive experience with all aspects of marketing and brand communications, and held senior marketing positions at IBM Corporation and BMC Software prior to joining Venture Communications.

Jeff holds an honors degree in marketing from the University of Calgary, Canada.

Tim Ambler Senior Fellow London Business School

Tim Ambler is Senior Fellow at London Business School. His research covers international marketing and the measurement of brand equity, marketing and advertising performance. His books include Marketing and the Bottom Line (2000, 2nd edition 2003), Doing Business in China (2000, 2nd edition due 2003), The SILK Road to International Marketing (2000) and Marketing from Advertising to Zen (1996). He has published in the Journal of Marketing, Journal of Marketing Research, International Journal of Research in Marketing, Journal of Advertising Research and International Journal of Advertising. He is a Chartered Accountant and was previously Joint Managing Director of International Distillers and Vintners (IDV) which is now part of Diageo plc. During his time at IDV he held various marketing roles in the UK and internationally and was involved in the launch of Baileys, Malibu and Archers and the development of Smirnoff vodka worldwide.

General Information

ITSMA's Online Briefings offer recent research findings or survey results from thought leaders on a variety of services marketing topics. The Online Briefings can be viewed individually, or in groups composed of people within the same company. The briefings are available anywhere in the world that has telephone service and access to the Internet. A typical program runs 45 minutes followed by 15 minutes of questions and answers. They are presented every three to four months depending on the association calendar, holidays and the like. The person making the online presentation speaks into a telephone and advances the visual portion of the presentation via their computer connected to the Internet. This can be done at the speakers office or home as long as two telephone lines are available, one for the audio and one for the Internet connection. At the end of the presentation and at the presenter's discretion, the listeners are invited to ask questions. Each listener with a question identifies him or herself and is listed in a queue and taken one at a time by the presentation monitor. They also manage the question and answer session by giving each questioner access to the phone line to communicate with the presenter.

Technical Requirements

This briefing will be administered by Connex International. All participants are required to test their browsers on Connex International's Website 24-48 hours prior to ensure they are 'Java-enabled'. This test can be done at www.connexpresents.com, by clicking on the "Equipment Check" icon.

You will be provided with a pass code and dial in number 24-48 hours prior to the briefing.

The technical requirements for receiving this ITSMA seminar are:

• Direct or dial-up Internet connection of 28.8 kb/s or higher.
• Netscape Navigator 3.04 or higher, Microsoft Internet Explorer version 3.02 or higher, or any JAVA enabled browser.
• Separate Phone line to access audio teleconference.
• If participating from your company inquire of the company's Internet Firewall 48 hours prior to the event. This will enable your technician or a Connex technician to reconfigure connections to ensure the Internet portion of the presentation.
• No plug-ins or software downloads required.
• Compatible with a wide variety of browsers including Netscape 3.0+, IE 3.02+, or any Java-enabled browser. (Compatible with NT, Win95, Unix, Win3.1, Mac.)
• Works through 99% of all firewalls and proxy servers.

Fees and Registration

Aside from the telephone call, the fee for the presentation is complimentary for active ITSMA members, and $395 per location for non-members.

Note: Registration is on a first-come/first-served basis. You must register by 5:00 p.m. ET, Monday November 17, 2003.