Remote Connect 2.0: Back to the Future

by SmileBack
4 min read

Join MSP owners, experts and employees for insights, fun and even a little magic at Remote Connect 2.0: Back to the Future!

Remote Connect 2.0: Back to the Future is a fun-filled, content-rich, interactive virtual event for our friends in the MSP community on both sides of the pond! We had so much fun, experienced so much warmth and gained so many insights at the initial Remote Connect we decided to do it all again six months later (visit for an overview and video recordings from our first event).

“Massive kudos to SmileBack for putting this event together and changing our expectations
of what a Virtual Event can be!”

Richard Tubb, Tubblog

This time, we’re going back to the future, so to speak. We’re putting aside the hype and hyperbole around workplace changes catalyzed by the coronavirus and getting back to basics. We’re going to explore the tried-and-true foundations of good business—no radical philosophies, no silver-bullet solutions, no transformative tech platforms. Instead, we’re offering an in-depth look at leadershipcustomer experience and airtight operations.

Register now

We’ll be featuring a keynote by Roger Edwards, various breakout sessions from industry leaders and a fireside finale with Richard Tubb and Erik Thorsell. Plus, of course, the return of our favourite magician and mentalist Gary Ferrar! All of that orchestrated by our amazing event MC, Vera Tucci of T-Consulting 🎤

How to register

Please join us on Wednesday, October 28 from 11 AM-2:30 PM EST/
15-18:30 PM GMT/ 16-19:30 PM CET

We’ll be in touch with the registrants regarding the parallel sessions selection and Zoom Meeting details closer to the event.

Event Sessions

Register now
Remote Connect 2.0: Back to the Future Session Overview
Remote Connect 2.0: Back to the Future – Agenda

Keynote Presentation (20 min)

Simple marketing today. Remarkable business growth in the future
Roger Edwards, Roger Edwards Marketing

You want your business to stand out from everyone else. We’ve never had so many marketing tools available but where on earth do you start? And marketing isn’t just about email, Facebook ads or webinars.

In this session Roger will give you tips on how to put together a simple marketing strategy, show-casing your offer and how it stands out, allowing you to engage your clients with communications that make them want to work with you.

Session 1: Customer Experience (35 min)

The path to effective customer sentiment
Andrew Wallace, SmileBack + Nathan Fullington, ConnectWise Manage

Building a company committed to customer feedback involves a three-stage organizational evolution—from collecting data to unearthing insight to ultimately predicting and influencing client behaviour. In a joint presentation, SmileBack’s Andrew Wallace and ConnectWise Manage’s Nathan Fullington will provide a vision for your organization’s approach to customer feedback, as well as a set of real-world case studies that include key takeaways and tactics you can instantly act upon within your company.

Session 2: Ops + CX (35 min)

Why a modern scheduling solution is critical to both you and your clients
Gerwai Todd, TimeZest

Scheduling tools such as Calendly and Bookings are effective at saving time by eliminating scheduling ping pong. Once scheduling technology is integrated to your help desk platform, several additional benefits emerge for MSPs and your clients. Join TimeZest to learn how you can differentiate your service delivery while saving money, improving service workflows, and providing a modern help desk experience for your clients.

How efficient tech and great CX go hand-in-hand
Richard Tubb of Tubblog;
Tim Swainson, Kemp Technologies; Jason Kemsley, Uptime Solutions

One of the often overlooked cornerstones of a best-in-class customer experience is having a foundation of highly performant, highly efficient technical systems. In a panel discussion hosted by industry expert Richard Tubb, Tim Swainson and Jason Kemsley will explore how your technical foundations are critical to delivering quality CX.

Interlude (20 min)

Magic show by Gary Ferrar

Join magician & mentalist Gary Ferrar for a virtual performance full of unexpected moments and unique effects. Gary has appeared on NBC, USA, and the Travel Channel, and is excited to blow our minds in this private performance. Due to the interactive nature of this virtual event, it is recommended that you put on pants and turn on your camera.

Session 3: Leadership + Legacy (35 min)

Organic, M&A or both – 3 options for strategic MSP growth
Daniel Welling, WellingMSP; Andrea Barrow, ConnectWise

Andrea Barrow will interview former MPS owner and salesperson “by trade” Daniel Welling, exploring the opportunities and challenges of growing an MSP through organic business customer acquisition, mergers & acquisitions or both. Topics will include, understanding the market place, getting started with and without explicit budget, as well as many practical tips and shared learnings.

Lightning Talks

Leadership lessons from 200-year old technology
Phylip Morgan, Cynext

Did you know 1820s were possibly the most productive decade for innovation? In that period we developed cement, the electric motor and the lawnmower! In our technology-centric, fast paced, covid-disrupted world we can easily fall into thinking that if we’re not embracing all the change, keeping up with our competitors and transforming our work cultures that we’ll be left behind.

Right? Wrong! Whilst there are somethings that will change, dynamic tech entrepreneur Phylip Morgan makes the case that the important things won’t and that we just need to be patient and calculated in our leadership approach. In this talk, he shares three key insights that will help you lead your organization and continue to your path to success.

How to lead and manage into accountability
Jamison West, ConnectStrat

There is a common misconception that accountability is just something you hold someone to. In reality, a culture of accountability comes from great leadership and great management. Learn the 5 key Leadership and 5 key Management abilities that will drive this culture in your organization.

Grand Finale: Fireside Chat (25 min)

Why are you in business, really?
Richard Tubb, Tubblog + Erik Thorsell, Success Computer Consulting

You probably started your IT Solution Provider or Managed Service Provider (MSP) business because you’re good with technology, and you enjoy helping people. But what about as your business grows? Why are you in business, really?

In this thought-provoking session, industry expert (and former MSP owner) Richard Tubb, and one of his mentors, Erik Thorsell, the owner of Minneapolis-based MSP, Success Computing Consulting, will explore the drivers behind the long-term success they’ve experienced in business, and share with the Remote Connect audience the lessons they’ve learned about consistency, happiness and longevity in running an MSP business.

Virtual cocktails/coffee & networking (open-ended)

Register now


Vera Tucci

Vera Tucci

Co-founder and COO, T-Consulting

Vera Tucci is the Co-founder and recently appointed COO of T-Consulting, a thriving Italian MSP focused on security and business continuity services for SMBs. She graduated with a degree in Political Science and Social Work, and then founded T-Consulting; her initial efforts went towards developing the Finance and Administration department that the company leveraged to achieve consistent results and growth during the past 13 years. She believes that the MSP model is the way-to-go for IT services companies, and she’s committed to helping her company and companies like T-Consulting reaching more visibility, better returns and overall success.

Roger Edwards

Roger Edwards

Marketing Consultant

Roger helps people keep their marketing simple in a world where business bullshit and complexity threatens to stifle success. An experienced marketing professional helping businesses with their marketing strategy, content, and social media, Roger uses his expertise to guide his clients in designing engaging campaigns and is known as a prolific content creator, podcaster, and a speaker. He's also a qualified exercise class and yoga teacher.

Richard Tubb

Richard Tubb

The IT Business Growth Expert, Tubblog

Richard Tubb is one of the best-known experts within the global IT MSP community. He launched and sold his own MSP business before creating a leading MSP media and consultancy practice. Richard helps IT business owner’s take back control by freeing up their time and building a business that can run without them. He’s the author of the book “The IT Business Owner’s Survival Guide” and writer of the award-winning blog

Erik Thorsell

Erik Thorsell

Owner, Success Computer Consulting, Inc.

Erik Thorsell is founder and semi-retired CEO of SUCCESS Computer Consulting in Minneapolis, MN. He started SUCCESS at 26 years old and struggled with personal challenges, financial mismanagement and his own failures of leadership over the years. Ultimately, saving the business required true soul-searching honesty, humility and a complete shift in Thorsell’s role—from salesperson to leader, from technician to mentor, and ultimately from active executive to retired executive. Today, the company employs 100 full-time professionals and is a managed services and security leader in the Minneapolis/St. Paul market, is consistently rated a top workplace in the city, and has remained profitable throughout the challenges of 2020.

Daniel Welling

Daniel Welling

Director, Welling MSP

Daniel started in IT in 1995, working for a number of VARs where he quickly developed a consultative approach to new business and account management. He formed his own an MSP in 2002 and in 2014, he exited the business in a trade sale, allowing him to pursue his non-IT interests, including further highs, lows and lessons in the fields of motorsport and soft drinks. He now works with MSPs in consulting, mentoring, recruitment and M+A.

Phylip Morgan

Phylip Morgan

CEO, Cynext

Phylip is highly regarded for his drive, enthusiasm, and vision. CRN has recognized him on their Annual ‘A-List’ as being one of the 100 most influential people in the UK Technology Sector and PCR Magazine as one of the top 50 Tech Executives in the UK.

Andrew Wallace

Andrew Wallace

Managing Director + CPO, SmileBack

Andrew Wallace is the Managing Director and Chief Product Officer of SmileBack, a software-as-a-service company in the customer satisfaction feedback space. He works with his teams to help SmileBack’s users build their businesses through gathering, analyzing and actioning feedback. He has degrees in Philosophy and Journalism and is an ardent lover of ice creams of all kinds (except chocolate — yuck).

Nathan Fullington

Nathan Fullington

Director of Partner Success, ConnectWise Manage

Nathan has been with ConnectWise for over 6 years in various positions from Product, Strategy, Pricing and Packaging, Operations, and now Success. He loves data and what outcomes and strategies it can drive when paired with qualitative feedback. For fun, Nathan spends time with his wife and two daughters either swimming, at the playground, or at Disney.

Jamison West

Jamison West

Strategic Coach, ConnectStrat

Jamison has been a serial entrepreneur for 25 years. He built Arterian (formerly JWCS), an MSP that he grew from a 1-man shop to 40 staff through both organic growth and the acquisition of 4 other IT Services companies. He went on to co-found 3 SaaS companies, including Teamatics, SmileBack, and TimeZest. He enjoys his role as a Strategic Coach and EOS Implementer® at ConnectStrat for several clients in the US.

Gerwai Todd

Gerwai Todd

Partner & Chief Operating Officer, TimeZest

Gerwai Todd is an executive consultant and StratOp-certified business strategist, working with MSPs and business owners to build high-performance teams and drive operational efficiency. Over the past 25 years, Gerwai has driven revenue growth through corporate business development, M+A, operations management and corporate strategy. As an entrepreneur himself, he knows that the definition and execution of a strategic plan are critical to reducing operational cost, simplifying corporate structure, and increasing performance.

Register now


How will it work with Zoom?

All of those who registered for Remote Connect will receive a Zoom meeting link and a password to join it a few days prior to the event. If you haven’t used Zoom before, please find a quick introduction video here. To download the software, please click this link. You can also join the event from your browser, without downloading the software (note that the web client has limited features and functions best on Google Chrome).

What are the legal and privacy terms?

By registering, you agree that any words, sounds, or images recorded during Remote Connect may be reproduced by the event host in full or in part. You acknowledge and accept that session hosts in which you participate will be provided with your registration information like name and email address (but explicitly not payment information.)

Register now

Latest Articles

Hey there! Want to stay up to date? Leave us your email address

Stay on top of Customer Success Content

News and articles to help you build
customer loyalty.

mailing list
Want to stay up-to-date? Join our mailing list!