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SupportWorld Live

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.

Apr 30 Sunday | 7:30 am

Networking Breakfast

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

Session Type: Event Experience

Registration and Information

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

Session Type: Registration

Apr 30 Sunday | 8:30 am

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

Pre-4: KCS Principles

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

Pre-5: ITIL4 Foundation

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

Pre-6: XLA Foundations

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

Apr 30 Sunday | 12:00 pm

Networking Lunch

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

Session Type: Event Experience

May 01 Monday | 7:30 am

Networking Breakfast

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

Registration and Information

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

May 01 Monday | 8:30 am

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

Pre-4: KCS Principles

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

Pre-5: ITIL4 Foundation

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

Pre-6: XLA Foundations

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

May 01 Monday | 12:00 pm

Networking Lunch

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

May 02 Tuesday | 7:30 am

Networking Breakfast

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

Registration and Information

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

May 02 Tuesday | 8:30 am

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

Pre-14: Executive Connections Workshop - Case Study Overview: The Shifting Landscape and The Future of Work

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

Pre-4: KCS Principles

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

Pre-5: ITIL4 Foundation

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

Pre-6: XLA Foundations

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

May 02 Tuesday | 12:00 pm

Executive Connections Networking Lunch

Pass Type: Premium Executive Connections Conference Pass, Standard Executive Connections Conference Pass

Session Type: Event Experience

Networking Lunch

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

May 02 Tuesday | 3:45 pm

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

May 02 Tuesday | 5:00 pm

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

May 02 Tuesday | 5:15 pm

Mad Money Machine is Back!

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

May 02 Tuesday | 6:15 pm

Mad Money Machine is Back!

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

May 02 Tuesday | 7:15 pm

Mad Money Machine is Back!

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

May 03 Wednesday | 7:30 am

Networking Breakfast

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

Registration and Information

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

May 03 Wednesday | 8:30 am

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

May 03 Wednesday | 10:15 am

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

May 03 Wednesday | 11:30 am

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

Session 202: No Baffling Shenanigans (No B.S.): Outdated Support Strategies and Reasons to Drop Them!

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

May 03 Wednesday | 12:30 pm

Executive Connections Networking Lunch

Pass Type: Premium Executive Connections Conference Pass, Standard Executive Connections Conference Pass

Session Type: Session

Networking Lunch

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

May 03 Wednesday | 1:30 pm

Explore 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

May 03 Wednesday | 1:45 pm

Mad Money Machine is Back!

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

May 03 Wednesday | 2:45 pm

Mad Money Machine is Back!

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

May 03 Wednesday | 3:45 pm

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

Session 302: Transformation and Experience: How Support Organizations Contribute to Organizational Improvement

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

Session 306: Managing Your Flight Deck: Essential Skills for Leading Multiple Teams While Staying on Course

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

May 03 Wednesday | 5:00 pm

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

May 03 Wednesday | 6:00 pm

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

May 03 Wednesday | 6:15 pm

Mad Money Machine is Back!

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

May 03 Wednesday | 7:15 pm

Mad Money Machine is Back!

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

May 04 Thursday | 7:30 am

Networking Breakfast

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

Registration and Information

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

May 04 Thursday | 8:30 am

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

May 04 Thursday | 10:15 am

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

May 04 Thursday | 11:30 am

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

Session 507: The Heart in the Art of Leadership: How to Help a Surviving Team Thrive Through Servant Leadership

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

May 04 Thursday | 12:30 pm

Executive Connections Networking Lunch

Pass Type: Premium Executive Connections Conference Pass, Standard Executive Connections Conference Pass

Session Type: Session

Networking Lunch

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

May 04 Thursday | 1:30 pm

Explore 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

May 04 Thursday | 1:45 pm

Mad Money Machine is Back!

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

May 04 Thursday | 2:45 pm

Mad Money Machine is Back!

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

May 04 Thursday | 3:45 pm

Passport to Prizes Giveaway

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

May 04 Thursday | 4:15 pm

Session 601: Navigating the Total Experience Ecosystem to Delight Your Customers, Employees, and Stakeholders

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

May 04 Thursday | 7:00 pm

Conference Party

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

May 05 Friday | 8:00 am

Networking Breakfast

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

Registration and Information

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

May 05 Friday | 9:00 am

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

May 05 Friday | 10:15 am

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

May 05 Friday | 11:30 am

Build a Momentum Mindset®: How to Be More Adaptable, Resilient and Ready for What's Next in a Rapidly Changing World

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