SupportWorld Live Schedule 2025
HDI's SupportWorld Live provides inspirational sessions that matter to you, with high-quality speakers and more practitioner-led case studies than ever, this conference is sure to educate and inspire you.
You can find specific sessions by checking the conference tracks and/or conference pass types on the left hand side below. Check back frequently, information is added weekly!
Click on session titles for full session descriptions. All times noted are in PDT.
Pre-09: Rubber Ducks and Dump Trucks – Giving It All Away
Speaker: Kirk Weisler (The Initative Institute)
Location: Room 363
Pass Type: Premium Conference Pass
Session Type: Workshop
Pre-10: Charting Your Course to Enterprise Service Management
Speakers: Melissa Jackman (Duquesne University), Mitchell Pautz (University of California San Franciso), Mark Katsouros (Duquesne University)
Location: Room 370
Pass Type: Premium Conference Pass
Session Type: Workshop
Pre-12: Re-Imagine(ering) Service Management
Speaker: Doug Rabold (Bold Ray Consulting)
Location: Room 318
Pass Type: Premium Conference Pass
Session Type: Workshop
Location: Chairmans Ballroom
Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only, 3-day Training + Standard Conference Pass, 3-day Training Only, Premium Conference Pass
Session Type: Event Experience
Speaker: Mariana Atencio
Location: Chairmans Ballroom
Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only, 3-day Training + Standard Conference Pass, 3-day Training Only, Expo Hall Only Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Keynote
KEYNOTE: Agility Unleashed: Powering What’s Next
Speaker: Rod Mathews (TeamDynamix)
Location: Chairmans Ballroom
Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only, 3-day Training + Standard Conference Pass, 3-day Training Only, Expo Hall Only Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Keynote
Welcome Reception and Expo Hall Open!
Location: Premier Ballroom
Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only, 3-day Training + Standard Conference Pass, 3-day Training Only, Expo Hall Only Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Expo Hall
Speaker: Scott Hutchins (Xurrent)
Location: Expo Hall - Theater
Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only, 3-day Training + Standard Conference Pass, 3-day Training Only, Expo Hall Only Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Solution Spotlight
Solution Spotlight Presented by Automox: IT Automation: Doing More with Less
Speaker: Katherine Chipdey (Automox)
Location: Expo Hall - Theater
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Solution Spotlight
Solution Spotlight Presented by InvGate: All AI, No BS
Speaker: Matt Beran (InvGate)
Location: Expo Hall - Theater
Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only, 3-day Training + Standard Conference Pass, 3-day Training Only, Digital Standard Pass, Expo Hall Only Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Solution Spotlight
Location: Chairmans Ballroom
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
Location: Chairmans Foyer
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Registration
Location: Premier Ballroom Foyer
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
HDI Awards Ceremony (Concurrent to Keynote)
Location: Chairmans Ballroom
Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only, 3-day Training + Standard Conference Pass, 3-day Training Only, Expo Hall Only Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Keynote
KEYNOTE: Facing Our Futures – to 2030 and Beyond!
Speaker: Nikolas Badminton (Futurist.com)
Location: Chairmans Ballroom
Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only, 3-day Training + Standard Conference Pass, 3-day Training Only, Expo Hall Only Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Keynote
Session 101: Reimagining and Transforming the St. Jude IT Customer Experience
Speakers: Ben Boyd (St. Jude Children's Research Hospital), Jasmine Carman (St. Jude Children's Research Hospital)
Location: Room 301/302
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Achieving Service Excellence, Evolving the Customer and Employee Experience
Session Type: Case Study
Speaker: Katrina Macdermid (HIT Global)
Location: Room 304/305
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Optimizing the Support Organization
Session Type: Session
Speakers: Curtis Plemmons (Navy Federal Credit Union), Craig Hayes (Navy Federal Credit Union)
Location: Room 318
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Evolving the Customer and Employee Experience, Optimizing the Support Organization
Session Type: Case Study
Session 104: The Zero Touch Blueprint: Designing the Service Desk of the Future
Speaker: Jeff Rumburg (MetricNet, LLC)
Location: Room 363
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Optimizing the Support Organization, Evolving the Customer and Employee Experience
Session Type: Session
Session 105: The D&D Players Handbook: A Guide to Team Culture
Speakers: Scott Tilson (Jeffco Public Schools), Erik Albrechtson (Jeffco Public Schools), Amie Adams (Jeffco Public Schools)
Location: Room 370
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Leading World-Class Teams
Session Type: Case Study
Session 106: Win by 1000 Cuts: Transforming Challenges into Triumphs
Speakers: Varun Sharma (WBM Technologies LP), Esther Pham (WBM Technologies LP)
Location: Room 320
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Evolving the Customer and Employee Experience, Leading World-Class Teams
Session Type: Case Study
Session 201: The Knowledge Revolution: Captivating Campus with Self Service
Speakers: Amanda Pritchard (UT Dallas), Micah Armstrong (UT Dallas)
Location: Room 301/302
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Evolving the Customer and Employee Experience, Optimizing the Support Organization
Session Type: Session
Speaker: Jordan Fischer (Giant Eagle Inc.)
Location: Room 363
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Achieving Service Excellence
Session Type: Case Study
Session 205: Driving Transformation through Experience Management and XLAs
Speakers: Rae Ann Bruno (Business Solutions Training, Inc.), Joe Fugere (University of Alaska, Anchorage), Kym Bowen (T-Mobile), Carmen Johnson (Mallinckrodt Pharmaceuticals), Weston Morris (Unisys)
Location: Room 318
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Evolving the Customer and Employee Experience
Session Type: Session
Session 206: Level Up! Steps to Minimizing Tech Debt
Speaker: Ryan Sutton (Robert Half)
Location: Room 320
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track: Leading World-Class Teams
Session Type: Session