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.
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Event Experience
Pre-01: HDI Support Center Director
Speaker: Randy Celaya (The Coaching Bridge)
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)
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Pre-Conference Training
Pre-03: HDI Desktop Support Manager
Speaker: Deborah Monroe (Ignite Achievements, Int'l)
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Pre-Conference Training
Pre-04: Knowledge Centered Service Principles
Speaker: Darrell Bond (RADAR Solutions Group)
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Pre-Conference Training
Speaker: Greg Sanker (ITSM Transition)
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.)
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Pre-Conference Training
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Event Experience
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
Pre-01: HDI Support Center Director
Speaker: Randy Celaya (The Coaching Bridge)
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)
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Pre-Conference Training
Pre-03: HDI Desktop Support Manager
Speaker: Deborah Monroe (Ignite Achievements, Int'l)
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Pre-Conference Training
Pre-04: Knowledge Centered Service Principles
Speaker: Darrell Bond (RADAR Solutions Group)
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Pre-Conference Training
Speaker: Greg Sanker (ITSM Transition)
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.)
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)
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 (Scoreboard Group)
Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only
Session Type: Pre-Conference Training
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
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
Pre-01: HDI Support Center Director
Speaker: Randy Celaya (The Coaching Bridge)
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)
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Pre-Conference Training
Pre-03: HDI Desktop Support Manager
Speaker: Deborah Monroe (Ignite Achievements, Int'l)
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Pre-Conference Training
Pre-04: Knowledge Centered Service Principles
Speaker: Darrell Bond (RADAR Solutions Group)
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Pre-Conference Training
Speaker: Greg Sanker (ITSM Transition)
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.)
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)
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 (Scoreboard Group)
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)
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), Marie DiRuzza (Mount Holyoke College)
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)
Pass Type: Premium Conference Pass
Session Type: Workshop
Pre-12: Re-Imagine(ering) Service Management
Speaker: Doug Rabold (Bold Ray Consulting)
Pass Type: Premium Conference Pass
Session Type: Workshop
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
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: Expo Hall
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
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
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)
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 102: Don't Be Sorry: How to Successfully HIre Towards Emotional Intelligence
Speaker: Deborah Monroe (Ignite Achievements Int'l)
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
Speakers: Curtis Plemmons (Navy Federal Credit Union), Craig Hayes (Navy Federal Credit Union)
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)
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: Enabling Experience Outcomes: The Power of Servant Leadership
Speaker: Rocky McGuire (Unisys)
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 106: Win by 1000 Cuts: Transforming Challenges into Triumphs
Speakers: Varun Sharma (WBM Technologies LP), Esther Pham (WBM Technologies LP)
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)
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), Marcus Lopes Da Silva (Banco do Brasil), Patrick Henrique Azevedo Gomes (Banco do Brasil), Danilo Cicero Pereira (Banco do Brasil)
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)
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.)
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)
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)
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
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: Expo Hall
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
Session 301: Lessons Learned and Best Practices for Implementing a New ITSM System
Speaker: Zoe Burns (City of Pittsburgh)
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 Maintaing Extraordinary Teams
Speaker: Monica Morrison (Marriott International)
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)
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)
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)
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)
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: Expo Hall
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
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Event Experience
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)
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)
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
Speaker: Angee Phong (Fanatics Betting & Gaming)
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)
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)
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)
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)
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: 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)
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 503: Customer Service, Emotional Intelligence, & Practical Applications
Speaker: Chris Gillis (University of Notre Dame)
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)
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)
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)
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
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: Expo Hall
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
Location: Expo Hall
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)
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: Early Learnings using Gen AI in Help Desk services
Speaker: Barckley Toole (Wendy's)
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 603: From Burnout to Brilliance: Revitalizing Support Teams
Speaker: Matthew Pincus (Helpt)
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)
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 605: The Next Generation Desk: Fastest Value First with XLA's
Speakers: Alan Nance (XLA Institute), Declan Hamilton (Learn. Inspire. Deliver)
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