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SupportWorld Live Schedule 2025

HDI's SupportWorld Live provides inspirational sessions that matter to you, with high-quality speakers and more practitioner-led case studies than ever, this conference is sure to educate and inspire you.

You can find specific sessions by checking the conference tracks and/or conference pass types on the left hand side below. Check back frequently, information is added weekly!

Click on session titles for full session descriptions. All times noted are in PST.

May 18 Sunday | 7:30 am

Breakfast

Location: Chairmans Ballroom 367/368

Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only

Session Type: Event Experience

May 18 Sunday | 8:30 am

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

Pre-03: HDI Desktop Support Manager

Speaker: Deborah Monroe  (Ignite Achievements, Int'l)

Location: Room 303

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)

Location: Room 304

Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only

Session Type: Pre-Conference Training

Pre-05: ITIL 4 Foundation

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

Pre-06: XLA Foundation

Speaker: Rae Ann Bruno  (Business Solutions Training, INc.)

Location: Room 350

Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only

Session Type: Pre-Conference Training

May 18 Sunday | 12:30 pm

Lunch

Location: Chairmans Ballroom 367/368

Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only

Session Type: Event Experience

May 19 Monday | 7:30 am

Breakfast

Location: Chairmans Ballroom 367/368

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

May 19 Monday | 8:30 am

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

Pre-03: HDI Desktop Support Manager

Speaker: Deborah Monroe  (Ignite Achievements, Int'l)

Location: Room 303

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)

Location: Room 304

Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only

Session Type: Pre-Conference Training

Pre-05: ITIL 4 Foundation

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

Pre-06: XLA Foundation

Speaker: Rae Ann Bruno  (Business Solutions Training, INc.)

Location: Room 350

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

May 19 Monday | 12:30 pm

Lunch

Location: Chairmans Ballroom 367/368

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

May 20 Tuesday | 7:30 am

Breakfast

Location: Chairmans Ballroom 367/368

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

May 20 Tuesday | 8:30 am

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

Pre-03: HDI Desktop Support Manager

Speaker: Deborah Monroe  (Ignite Achievements, Int'l)

Location: Room 303

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)

Location: Room 304

Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only

Session Type: Pre-Conference Training

Pre-05: ITIL 4 Foundation

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

Pre-06: XLA Foundation

Speaker: Rae Ann Bruno  (Business Solutions Training, INc.)

Location: Room 350

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), Marie DiRuzza  (Mount Holyoke College)

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 318

Pass Type: Premium Conference Pass

Session Type: Workshop

Pre-12: Re-Imagine(ering) Service Management

Speaker: Doug Rabold  (Bold Ray Consulting)

Location: Room 319

Pass Type: Premium Conference Pass

Session Type: Workshop

May 20 Tuesday | 12:30 pm

Lunch

Location: Chairmans Ballroom 367/368

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

May 20 Tuesday | 3:45 pm

KEYNOTE: The Power of Authenticity: Supercharge Your Career, Your Workplace Culture and Your Happiness

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

May 20 Tuesday | 5:00 pm

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

May 21 Wednesday | 7:30 am

Breakfast

Location: Chairmans Ballroom 367/368

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Event Experience

May 21 Wednesday | 8:30 am

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: Event Experience

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

May 21 Wednesday | 10:15 am

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 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, 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)

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

Session Type: Session

Session 103: Evolving the End-User Experience: Pivoting and Optimizing Your Organization for the Future

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 319

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 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, Leading World-Class Teams

Session Type: Case Study

May 21 Wednesday | 11:30 am

Session 201: The Knowledge Revolution: Captivating Campus with Self Service

Speakers: Amanda Pritchard  (UT Dallas), Micah Armstrong  (UT Dallas)

Location: Room 363

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)

Location: Room 370

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 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

Session Type: Session

Session 204: Master the Game: Elevating Success with Performance Analytics, AI and Next-Gen Reporting

Speaker: Jordan Fischer  (Giant Eagle Inc.)

Location: Room 318

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 319

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 301/302

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

May 21 Wednesday | 12:30 pm

Lunch

Location: Chairmans Ballroom 367/368

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Event Experience

May 21 Wednesday | 1:00 pm

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

May 21 Wednesday | 3:45 pm

Session 301: Lessons Learned and Best Practices for Implementing a New ITSM System

Speaker: Zoe Burns  (City of Pittsburgh)

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, Evolving the Customer and Employee Experience

Session Type: Case Study

Session 302: The Keys to Building and Maintaining Extraordinary Teams

Speakers: Monica Morrison  (Marriott International), Gina Montague  (Infinite Campus), Omar Graves  (Mercer Advisors)

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, 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

Session 304: LEGEND of the STORY GIVER - Echoes of Excellence, an Army of Tellers, a Legacy of Influence

Speaker: Kirk Weisler  (The Initiative Institute)

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 305: Meet, Greet and Repeat Support World Live Speed Networking

Speaker: Erica Marois  (ICMI, HDI)

Location: Room 319

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 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

Session Type: Session

May 21 Wednesday | 4:45 pm

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

May 21 Wednesday | 7:00 pm

SupportWorld Live Summer Whites Conference Party

Location: MGM Pool

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: Event Experience

May 22 Thursday | 7:30 am

Breakfast

Location: Chairmans Ballroom 367/368

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Event Experience

May 22 Thursday | 8:30 am

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

May 22 Thursday | 10:15 am

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

Speaker: Angee Phong  (Fanatics Betting & Gaming)

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 404: IT Interns – The Future of Smarter Service

Speaker: Adam Hohbein  (Ameritas)

Location: Room 319

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 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, Optimizing the Support Organization

Session Type: Case Study

May 22 Thursday | 11:30 am

Session 501: Quality within Quantity

Speaker: Chris Tidwell  (Epic Games)

Location: Room 318

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

Speaker: Barckley Toole  (Wendy's)

Location: Room 319

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 363

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 301/302

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 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 506: Support Evolution: Strategies for Improving Customer Experience

Speakers: Janice Smith  (Farm Credit Mid-America), Rebecca Mark  (Farm Credit Mid-America)

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

May 22 Thursday | 12:30 pm

Lunch

Location: Chairmans Ballroom 367/368

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass

Session Type: Event Experience

May 22 Thursday | 1:00 pm

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

May 22 Thursday | 3:30 pm

Passport to Prizes Drawing

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

May 22 Thursday | 4:15 pm

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 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 602: Enabling Experience Outcomes: The Power of Servant Leadership

Speaker: Rocky McGuire  (Unisys)

Location: Room 319

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 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 604: Tech vs. Touch: Navigating the IT Service Conundrum

Speaker: Ric Mims  (SDI Presence LLC)

Location: Room 370

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)

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

Session Type: Session