May 18-22, 2025
MGM Grand
Las Vegas, NV
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 PST.
Location: Chairmans Ballroom
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Event Experience
Location: Chairmans Foyer
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Registration
Pre-01: HDI Support Center Director
Speaker: Randy Celaya (The Coaching Bridge)
Location: Room 301
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Pre-Conference Training
Pre-02: HDI Support Center Manager
Speaker: Doug Tedder (Tedder Consulting LLC)
Location: Room 302
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Pre-Conference Training
Speaker: Greg Sanker (ITSM Transition)
Location: Room 305
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Pre-Conference Training
Speaker: Rae Ann Bruno (Business Solutions Training, Inc.)
Location: Room 304
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Pre-Conference Training
Location: Chairmans Ballroom
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Event Experience
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
Session Type: Event Experience
Location: Chairmans Foyer
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: Registration
Pre-01: HDI Support Center Director
Speaker: Randy Celaya (The Coaching Bridge)
Location: Room 301
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Pre-Conference Training
Pre-02: HDI Support Center Manager
Speaker: Doug Tedder (Tedder Consulting LLC)
Location: Room 302
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Pre-Conference Training
Speaker: Greg Sanker (ITSM Transition)
Location: Room 305
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Pre-Conference Training
Speaker: Rae Ann Bruno (Business Solutions Training, Inc.)
Location: Room 304
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Pre-Conference Training
Pre-07: HDI Support Center Team Lead
Speaker: Jeff Jensen (I Train IT Leaders LLC)
Location: Room 351
Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only
Session Type: Pre-Conference Training
Pre-08: AI and Automation for Service and Support
Speaker: Josh Streets (QX Now)
Location: Room 352
Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only
Session Type: Pre-Conference Training
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
Session Type: Event Experience
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
Location: Chairmans Foyer
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, Standard Conference Pass
Session Type: Registration
Pre-01: HDI Support Center Director
Speaker: Randy Celaya (The Coaching Bridge)
Location: Room 301
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Pre-Conference Training
Pre-02: HDI Support Center Manager
Speaker: Doug Tedder (Tedder Consulting LLC)
Location: Room 302
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Pre-Conference Training
Speaker: Greg Sanker (ITSM Transition)
Location: Room 305
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Pre-Conference Training
Speaker: Rae Ann Bruno (Business Solutions Training, Inc.)
Location: Room 304
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Pre-Conference Training
Pre-07: HDI Support Center Team Lead
Speaker: Jeff Jensen (I Train IT Leaders LLC)
Location: Room 351
Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only
Session Type: Pre-Conference Training
Pre-08: AI and Automation for Service and Support
Speaker: Josh Streets (QX Now)
Location: Room 352
Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only
Session Type: Pre-Conference Training
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-11: Transform Your Leadership: Boost Team Engagement, Productivity, and Retention
Speaker: N.J. Robinson (Hi-Tech Leadership LLC)
Location: Room 320
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
Session 202: Impacts of KCS on the Curation of AI Chatbots at Banco do Brasil
Speakers: Fabiane Campos Vale Jerke (Banco do Brasil), Adriana Antonia Treulieb (Banco do Brasil)
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
Session 203: Bang Your Head: Lyrics That Motivate You To Act
Speaker: Darryl Jacoby (Johns Hopkins University Applied Physics Lab)
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: 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
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
Lunch and Learn Presented by TeamDynamix: Driving Agility in Service Management with Automation & AI
Speaker: Andrew Graf (TeamDynamix)
Location: Room 350
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Lunch and Learn
Lunch and Learn Presented by: Freshworks
Location: Room 351
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Lunch and Learn
Lunch and Learn Presented by: Halo
Location: Room 352
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Lunch and Learn
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: Raghav Viswanathan (Atomicwork)
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
Speaker: Rae Ann Bruno (Business Solutions Training, Inc.)
Location: HDIs Lounge and Networking Area
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: Event Experience
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: Freshworks
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
Speaker: Doug Tedder (Tedder Consulting LLC)
Location: HDIs Lounge and Networking Area
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: Event Experience
Speaker: David Russell (SolarWinds)
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
Session 301: Lessons Learned and Best Practices for Implementing a New ITSM System
Speaker: Zoe Burns (City of Pittsburgh)
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
Session 302: The Keys to Building and Maintaining Extraordinary Teams
Moderator: Matt Beran (InvGate)
Speakers: Monica Morrison (Marriott International), Gina Montague (Infinite Campus), Omar Graves (Mercer Advisors)
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: Leading World-Class Teams, Optimizing the Support Organization
Session Type: Session
Session 303: From SLAs to XLAs: Transforming IT Service Management for a Better User Experience
Speakers: Michael Thomas (West Chester University), Paul Gargiulo (West Chester University)
Location: Room 370
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, Achieving Service Excellence
Session Type: Case Study
Speaker: Kirk Weisler (The Initiative Institute)
Location: Room 363
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, Evolving the Customer and Employee Experience
Session Type: Session
Session 305: Meet, Greet and Repeat Support World Live Speed Networking
Speaker: Erica Marois (ICMI, HDI)
Location: Room 318
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
Session 306: Industry Perspective - The Mastermind Panel
Speakers: Tony North (King County), Ric Mims (SDI Presence LLC), Peter McGarahan (First American Financial), Randy Celaya (TASC Training and Development)
Location: Room 320
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: Session
Networking 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: Event Experience
Speaker: Steve Kelley (Vasion)
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
Enter For A Chance to Win $1,000 and $2,000
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: Expo Hall
SupportWorld Live Summer Whites Conference Party
Location: MGM Pool
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 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
KEYNOTE: Performance with Purpose: Driving Excellence in Service Delivery
Speaker: Morgan Aspinall (HALO)
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: The Confidence Cycle: The Secret for Everyday Engagement and Motivation
Speaker: Juan Bendana
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 401: Channel Surfing: Assuring Quality Across All Support Channels
Speaker: Phyllis Drucker (EZ2BGR8)
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, Achieving Service Excellence
Session Type: Session
Session 402: Unlock Your Potential: Career Growth Hacks from IT Support Pros
Speakers: Erica Marois (Informa), Donald Chew (Mayo Clinic), Chris Eder (IGS Energy), Teresa Pelley (PSCU), Tyler Russell (The MIL Corporation)
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: Achieving Service Excellence, Leading World-Class Teams
Session Type: Session
Session 403: Exit Stage Right: Creating your Exit Strategy
Moderator: Angee Phong (Fanatics Betting & Gaming)
Speakers: Jamie Stannard (SVI Alliance, LLC), Michael Hanson (Velera), Jennifer Stamp (SS&C Technologies )
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: Session
Session 404: IT Interns – The Future of Smarter Service
Speaker: Adam Hohbein (Ameritas)
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, Leading World-Class Teams
Session Type: Case Study
Session 405: Just Do It - Intro to Lean at Chick-fil-A
Speaker: Joel Koh (Chick-fil-A)
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, Achieving Service Excellence
Session Type: Case Study
Session 406: Women in IT: Challenges, Progress, and the Path Forward
Speaker: Vicki Rogers (Georgia Institute of Technology)
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, Optimizing the Support Organization
Session Type: Case Study
Session 501: Quality within Quantity
Speaker: Chris Tidwell (Epic Games)
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, Optimizing the Support Organization
Session Type: Case Study
Session 502: Early Learnings Using Gen AI in Help Desk Service
Speakers: Barckley Toole (Wendy's), Showzub Riaz (Accenture)
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: Case Study
Session 503: Customer Service, Emotional Intelligence, & Practical Applications
Speaker: Chris Gillis (University of Notre Dame)
Location: Room 370
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: Case Study
Session 504: From Ticket Takers To Knowledge Curators
Speaker: Nate Brown (CX Accelerator)
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 505: Leadership With E's: Leading By Letting Go
Speaker: Doug Rabold (Bold Ray Consulting)
Location: Room 318
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, Evolving the Customer and Employee Experience
Session Type: Session
Session 506: Support Evolution: Strategies for Improving Customer Experience
Speakers: Janice Smith (Farm Credit Mid-America), Rebecca Mark (Farm Credit Mid-America)
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
Session Type: Case Study
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
Speakers: Ryan Sutton (Robert Half), Paul Flaharty (Robert Half)
Location: Room 350
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Lunch and Learn
Speaker: Joey Brown (SolarWinds)
Location: Room 351
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Lunch and Learn
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: Ric Mims (SDI Presence LLC)
Location: HDIs Lounge and Networking Area
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: Event Experience
Speaker: John Jendra (ManageEngine)
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
Speaker: Ramin Ettehad (Oomnitza)
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
Enter For A Chance to Win $1,000 and $2,000
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: Session
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: Event Experience
Session 601: The Future of AI Driven Personalization of Service
Speakers: Sandi Conrad (Info-Tech Research Group), Valence Howden (Info-Tech Research Group), Greg Sanker (Info-Tech Research Group)
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
Session Type: Session
Session 602: Enabling Experience Outcomes: The Power of Servant Leadership
Speaker: Rocky McGuire (Unisys)
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: Leading World-Class Teams, Evolving the Customer and Employee Experience
Session Type: Session
Session 603: From Burnout to Brilliance: Revitalizing Support Teams
Speaker: Matthew Pincus (Helpt)
Location: Room 318
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, Evolving the Customer and Employee Experience
Session Type: Session
Session 604: Tech vs. Touch: Navigating the IT Service Conundrum
Speaker: Ric Mims (SDI Presence LLC)
Location: Room 320
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