Covering the full spectrum of topics impacting the service and support industry and its people, SupportWorld Live gives you a week's worth of content - surrounded by a vibrant, welcoming community - to solely focus on delivering smarter service and better business outcomes.
Pass Type: 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only
Session Type: Event Experience
Pass Type: 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only
Session Type: Registration
Pre-1: HDI Support Center Director
Speaker: Randy Celaya (The Coaching Bridge)
Pass Type: 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only
Session Type: Training
Pre-2: HDI Support Center Manager
Speaker: Doug Tedder (Tedder Consulting LLC)
Pass Type: 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only
Session Type: Training
Pre-3: HDI Desktop Support Manager
Speaker: Deborah Monroe (Ignite Achievements Int'l)
Pass Type: 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only
Session Type: Training
Speaker: Darrell Bond (RADAR Solutions Group)
Pass Type: 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only
Session Type: Training
Speaker: Greg Sanker (ITSMTransition)
Pass Type: 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only
Session Type: Training
Speaker: Rae Ann Bruno (Business Solutions Training, INc.)
Pass Type: 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only
Session Type: Training
Pass Type: 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 2-day Training Only, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 2-day Training Only, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only
Session Type: Registration
Pre-1: HDI Support Center Director
Speaker: Randy Celaya (The Coaching Bridge)
Pass Type: 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only
Session Type: Training
Pre-2: HDI Support Center Manager
Speaker: Doug Tedder (Tedder Consulting LLC)
Pass Type: 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only
Session Type: Training
Pre-3: HDI Desktop Support Manager
Speaker: Deborah Monroe (Ignite Achievements Int'l)
Pass Type: 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only
Session Type: Training
Speaker: Darrell Bond (RADAR Solutions Group)
Pass Type: 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only
Session Type: Training
Speaker: Greg Sanker (ITSMTransition)
Pass Type: 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only
Session Type: Training
Speaker: Rae Ann Bruno (Business Solutions Training, INc.)
Pass Type: 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only
Session Type: Training
Pre-7: Foundations in Service and Support Metrics
Speaker: Justin Robbins (Metric Sherpa)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 2-day Training Only
Session Type: Training
Pre-8: Artificial Intelligence in the Support Organization
Speaker: Josh Streets (Scoreboard Group)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 2-day Training Only
Session Type: Training
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 2-day Training Only, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 2-day Training Only, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only, Premium Conference Pass, Premium Executive Connections Conference Pass
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 2-day Training Only, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only, Expo Hall Only Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Session Type: Registration
Pre-10: The Seven C'SEAs of Culture
Speaker: Kirk Weisler (Team Dynamics, Inc)
Pass Type: Premium Conference Pass
Track : Evolving the Customer and Employee Experience, Leading World-Class Teams
Session Type: Workshop
Pre-11: The Keys to Transformational Leadership
Speaker: NJ Robinson (Hi-Tech Leadership)
Pass Type: Premium Conference Pass
Track : Evolving the Customer and Employee Experience, Leading World-Class Teams
Session Type: Workshop
Pre-12: Humanizing IT: A Bootcamp for Service and Support Leaders
Speakers: Katrina Macdermid (KayJayEm Services), Wesley Eugene (IDEO)
Pass Type: Premium Conference Pass
Track : Modernizing Service Management
Session Type: Workshop
Pre-13: Diversity, Equity, and Inclusion: A Leadership Summit
Facilitators: Maria DiRuzza (Mount Holyoke College), Monica Morrison (Marriott International), Angee Phong (SS&C Technologies), Vicki Rogers (Georgia Institute of Technology)
Pass Type: Premium Conference Pass
Session Type: Workshop
Speakers: Patti Blackstaffe (Global Sway), Rosalia Hajek (MGM Resorts International®)
Pass Type: Premium Executive Connections Conference Pass
Session Type: Workshop
Pre-1: HDI Support Center Director
Speaker: Randy Celaya (The Coaching Bridge)
Pass Type: 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only
Session Type: Training
Pre-2: HDI Support Center Manager
Speaker: Doug Tedder (Tedder Consulting LLC)
Pass Type: 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only
Session Type: Training
Pre-3: HDI Desktop Support Manager
Speaker: Deborah Monroe (Ignite Achievements Int'l)
Pass Type: 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only
Session Type: Training
Speaker: Darrell Bond (RADAR Solutions Group)
Pass Type: 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only
Session Type: Training
Speaker: Greg Sanker (ITSMTransition)
Pass Type: 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only
Session Type: Training
Speaker: Rae Ann Bruno (Business Solutions Training, INc.)
Pass Type: 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only
Session Type: Training
Pre-7: Foundations in Service and Support Metrics
Speaker: Justin Robbins (Metric Sherpa)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 2-day Training Only
Session Type: Training
Pre-8: Artificial Intelligence in the Support Organization
Speaker: Josh Streets (Scoreboard Group)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 2-day Training Only
Session Type: Training
Pre-9: The Essentials of an Exceptional Employee Experience
Speaker: Tom Wilk (Wilk Consulting Group)
Pass Type: Premium Conference Pass
Track : Evolving the Customer and Employee Experience, Leading World-Class Teams
Session Type: Workshop
Executive Connections Networking Lunch
Pass Type: Premium Executive Connections Conference Pass, Standard Executive Connections Conference Pass
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 2-day Training Only, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only, Premium Conference Pass, Premium Executive Connections Conference Pass
Session Type: Event Experience
Connecting the Workplace and Life Through F.U.N.
Speaker: Paul Long (FUNdamentals of F.U.N.)
Location: Chairmans Ballroom
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Session Type: Keynote
Welcome Reception in the Expo Hall
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Expo Hall Only Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 2-day Training Only, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only, Digital Standard Pass, Expo Hall Only Pass, Premium Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 2-day Training Only, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only, Digital Standard Pass, Expo Hall Only Pass, Premium Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 2-day Training Only, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only, Digital Standard Pass, Expo Hall Only Pass, Premium Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
Networking Breakfast: Executive Connections
Pass Type: Premium Executive Connections Conference Pass, Standard Executive Connections Conference Pass
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Expo Hall Only Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Session Type: Registration
The Best Story Wins in Business and Beyond!
Speaker: Matthew Luhn
Location: Chairmans Ballroom
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Session Type: Keynote
Session 101: Onboarding: The Journey Begins Before It Starts
Speakers: Adam Hohbein (Ameritas), Chris Eder (IGS Energy), Beth Jacobsen (SAP Concur), Aaron Settepanella (Star Leasing Company)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Evolving the Customer and Employee Experience, Modernizing Service Management
Session Type: Panel Discussion
Session 102: Restoring Trust After a Service Failure
Speaker: Jeff Toister (Toister Performance Solutions, Inc.)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Evolving the Customer and Employee Experience, Pursuing Service Excellence
Session Type: Session
Session 103: 5 Tips for Fixing the Service Portal Experience Gap
Speaker: Phyllis Drucker (EZ2BGR8 Service Management)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Optimizing the Support Organization, Evolving the Customer and Employee Experience
Session Type: Session
Session 105: Experience Management: Maximizing Data to Impact Business Initiatives and Deliver Value
Speakers: Patrycja Sobera (Unisys), Weston Morris (Unisys)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Modernizing Service Management, Evolving the Customer and Employee Experience
Session Type: Case Study
Session 106: Real, Not Retro: Leadership for a Digital Age
Speaker: Patti Blackstaffe (Strategic Sense Inc. / GlobalSway)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Leading World-Class Teams, Evolving the Customer and Employee Experience
Session Type: Session
Session 107: Sharing the Keys to the Kingdom: Training Your Service Desk
Speaker: Angee Phong (SS&C Technologies)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Optimizing the Support Organization, Leading World-Class Teams
Session Type: Session
Session 201: 7 Behaviors of Transformational Leaders
Speaker: NJ Robinson (Hi-Tech Leadership)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Evolving the Customer and Employee Experience, Leading World-Class Teams
Session Type: Session
Speakers: Patti Blackstaffe (GlobalSway), Greg Sanker (Taylor Morrison), Roy Atkinson (Clifton Butterfield LLC), Rae Ann Bruno (Business Solution Training and Consulting), Angee Phong (SS&C Technologies)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Evolving the Customer and Employee Experience, Modernizing Service Management
Session Type: Panel Discussion
Session 203: Strategic Service Leadership - Creating Business-Relevant Services, Culture, and Value
Speaker: Peter McGarahan (First American Financial)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Optimizing the Support Organization, Pursuing Service Excellence
Session Type: Case Study
Session 204: An Implementor's Guide to Launching KCS
Speakers: Marni Casanova (T-Mobile USA, Inc.), Alex Perkins (T-Mobile USA, Inc.)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Pursuing Service Excellence
Session Type: Case Study
Session 205: Lessons Learned from Real World KCS Implementations
Speaker: Alex Baker (Upland Software)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Modernizing Service Management, Optimizing the Support Organization
Session Type: Case Study
Session 206: Aligning Service with Business Through Innovation-Focused Metrics
Speaker: Bill Guinn (Serviceaide)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Optimizing the Support Organization, Modernizing Service Management
Session Type: Session
Session 207: You CAN Build a People-First Support Culture!
Speakers: Tammy Ward (ATB Financial), Niko Miller (ATB Financial)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Leading World-Class Teams, Evolving the Customer and Employee Experience
Session Type: Case Study
Executive Connections Networking Lunch
Pass Type: Premium Executive Connections Conference Pass, Standard Executive Connections Conference Pass
Session Type: Session
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
Networking Lunch: Executive Connections
Pass Type: 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Executive Connections Conference Pass, Premium Executive Connections Conference Pass, Standard Executive Connections Conference Pass
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Expo Hall Only Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 2-day Training Only, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only, Digital Standard Pass, Expo Hall Only Pass, Premium Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 2-day Training Only, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only, Digital Standard Pass, Expo Hall Only Pass, Premium Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Session Type: Event Experience
Session 301: Somehow I Manage: Lessons in Neurodiversity from "The Office"
Speaker: Doug Rabold (Bold Ray Consulting)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Evolving the Customer and Employee Experience, Leading World-Class Teams
Session Type: Session
Speaker: Roy Atkinson (Clifton Butterield, LLC)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Evolving the Customer and Employee Experience, Pursuing Service Excellence
Session Type: Session
Session 303: Tech Support Engineers in an AI World: Fast-Changing Requirements
Speaker: Jeff Rumburg (MetricNet, LLC)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Optimizing the Support Organization, Evolving the Customer and Employee Experience
Session Type: Session
Session 305: AITSM? The "A" Should Stand for "Advanced," Not "AI"
Speaker: Stephen Mann (ITSM.tools)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Modernizing Service Management, Optimizing the Support Organization
Session Type: Session
Speaker: Gregg Gregory (TeamsRock, LLC)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Leading World-Class Teams, Evolving the Customer and Employee Experience
Session Type: Session
How to Support a More Innovative, Creative and Diverse Mindset
Speaker: Vital Germaine (Vital Germaine)
Location: Chairmans Ballroom
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Session Type: Keynote
Networking Reception in the Expo Hall
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Expo Hall Only Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 2-day Training Only, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only, Digital Standard Pass, Expo Hall Only Pass, Premium Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 2-day Training Only, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only, Digital Standard Pass, Expo Hall Only Pass, Premium Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
Networking Breakfast: Executive Connections
Pass Type: Premium Executive Connections Conference Pass, Standard Executive Connections Conference Pass
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Expo Hall Only Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Session Type: Registration
Optimizing Your Leadership Energy: Your Unmatched Advantage to Reshaping How You Lead and Succeed
Speaker: Sara Ross (BrainAMPED)
Location: Chairmans Ballroom
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Session Type: Keynote
Session 401: Grandpa's Pool Game: Everything You Need to Know About the Outcome of Conflict
Speaker: Deborah Monroe (Ignite Achievements Int'l)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Evolving the Customer and Employee Experience, Leading World-Class Teams
Session Type: Session
Session 402: How to Build a Better Template for Knowledge Base Articles
Speaker: Leslie OFlahavan (E-WRITE)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Optimizing the Support Organization, Evolving the Customer and Employee Experience
Session Type: Session
Session 403: Shift Right! What to Do When Self-Service Costs More Than In-Person Support
Speaker: Dan Sisto (Atlantic Health System)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Optimizing the Support Organization, Pursuing Service Excellence
Session Type: Case Study
Session 405: Taking Change Control from Zero to Sixty
Speaker: Mitch Bryant (Norton Healthcare)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Modernizing Service Management, Pursuing Service Excellence
Session Type: Case Study
Session 406: Building High-Performance Teams Depends On...
Speakers: David Moskowitz (DVMS Institute LLC), Patti Blackstaffe (Global Sway), David Nichols (itSM Solutions), Greg Sanker (ITSMTransition), Roy Atkinson (Clifton Butterfield LLC)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Leading World-Class Teams, Evolving the Customer and Employee Experience
Session Type: Panel Discussion
Session 407: Visualizing work: streams, journeys, maps and more
Speaker: Matt Beran (InvGate)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Modernizing Service Management, Evolving the Customer and Employee Experience
Session Type: Session
Session 501: Cultivating a Culture of Engagement in the Hybrid Workplace
Speaker: Rae Ann Bruno (Business Solutions Training, INc.)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Evolving the Customer and Employee Experience, Leading World-Class Teams
Session Type: Session
Session 502: Practice Squad to Starters: Developing Future Professionals for your Team
Speaker: DeAndrea Norris (Johns Hopkins University Applied Physics Laboratory)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Evolving the Customer and Employee Experience, Optimizing the Support Organization
Session Type: Case Study
Session 503: The Value of Support: It's the Question That Always Comes Up...
Speaker: Doug Tedder (Tedder Consulting LLC)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Optimizing the Support Organization, Pursuing Service Excellence
Session Type: Session
Session 505: Build Your ITSM Core Strength for Customer Experience Success
Speaker: Greg Sanker (ITSMTransition)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Modernizing Service Management, Evolving the Customer and Employee Experience
Session Type: Session
Session 506: How to Prioritize All Your Priorities
Speaker: Brian Miller (Dixon Valve)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Leading World-Class Teams, Optimizing the Support Organization
Session Type: Case Study
Speaker: Rocky McGuire (Unisys)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Leading World-Class Teams, Evolving the Customer and Employee Experience
Session Type: Session
Executive Connections Networking Lunch
Pass Type: Premium Executive Connections Conference Pass, Standard Executive Connections Conference Pass
Session Type: Session
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
Networking Lunch: Executive Connections
Pass Type: 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Executive Connections Conference Pass, Premium Executive Connections Conference Pass, Standard Executive Connections Conference Pass
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Expo Hall Only Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 2-day Training Only, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only, Digital Standard Pass, Expo Hall Only Pass, Premium Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 2-day Training Only, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, 3-day Training Only, Digital Standard Pass, Expo Hall Only Pass, Premium Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Expo Hall Only Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Session Type: Event Experience
Speakers: Jason Wischer (1WISCH), Kristi Lawrence (Tyler Technologies)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Evolving the Customer and Employee Experience, Modernizing Service Management
Session Type: Session
Session 602: How to Establish a Culture of Exceptional Customer Experience
Speaker: Mart Rovers (INTERPROM)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Evolving the Customer and Employee Experience, Leading World-Class Teams
Session Type: Session
Session 603: Plan for the Future and Future-Proof the Plan: Creating a Culture of Improvement
Speaker: Steve Evans (Energy North Group)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Leading World-Class Teams, Optimizing the Support Organization
Session Type: Session
Session 605: ITSM the Occam's Razor Way: Sometimes Simple Is Best
Speaker: Vicki Rogers (Georgia Institute of Technology)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Modernizing Service Management, Pursuing Service Excellence
Session Type: Case Study
Session 606: Dugger Wilkin: People Person Paper People
Speakers: Thomas Wilk (Wilk Consulting Group), Doug Rabold (Bold Ray Consulting)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Leading World-Class Teams, Evolving the Customer and Employee Experience
Session Type: Session
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
Networking Breakfast: Executive Connections
Pass Type: Premium Executive Connections Conference Pass, Standard Executive Connections Conference Pass
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Expo Hall Only Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Session Type: Registration
Session 701: IT Interns: The Future of Smarter Service
Speaker: Adam Hohbein (Ameritas)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Evolving the Customer and Employee Experience, Leading World-Class Teams
Session Type: Case Study
Session 702: Keeping Your Team Engaged in a Virtual World
Speaker: Sandy Confer (Pennsylvania State University)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Evolving the Customer and Employee Experience
Session Type: Case Study
Session 703: Putting "The Way We've Always Done It" in the Rear View: A Service Improvement Roadmap
Speakers: Michael Hanson (PSCU), Teresa Pelley (PSCU)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Optimizing the Support Organization, Pursuing Service Excellence
Session Type: Case Study
Session 705: Your Future Self – NOW
Speaker: Kirk Weisler (Team Dynamics)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Modernizing Service Management, Optimizing the Support Organization
Session Type: Case Study
Session 801: Hiring Your Way to Organizational Success
Speaker: Joe Sciulli (Software Engineering Institute | Carnegie Mellon University)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Evolving the Customer and Employee Experience, Leading World-Class Teams
Session Type: Session
Session 802: Optimizing Your Support Model: Federated vs. Centralized Service Desks
Speaker: Ryan Turcotte (Boston University)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Optimizing the Support Organization, Evolving the Customer and Employee Experience
Session Type: Case Study
Session 803: Lessons in Scaling IT Support from Veterans United Home Loans
Speaker: David Leon (Veterans United Home Loans)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Optimizing the Support Organization
Session Type: Case Study
Session 805: The Perfect Recipe: ITIL with Agile to Propel Support Capability
Speaker: Bobby Woods (Scrum Inc)
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Track : Modernizing Service Management, Optimizing the Support Organization
Session Type: Session
Speaker: Kim Becking
Location: Chairmans Ballroom
Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass
Session Type: Keynote