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Driving Change in the Service and Support Industry: A Panel featuring the HDI Strategic Advisory Board

Nassar Nizami  (Executive Vice President, Chief Information and Digital Officer, Thomas Jefferson University and Jefferson Health)

Marni Casanova  (Director, End User Support, T-Mobile US, Inc.)

Lisa Kemp Jones  (Director, Customer Engagement, UCLA IT Services)

Stephen Paskel  (Head of Chandler Operations, Allstate)

N.J. Robinson  (Sr. IT Manager, U.S. Air Force)

Jack Simpkins  (Head of PNW IT Operations, Facebook)

Roy Atkinson  (CEO, Clifton Butterield, LLC)

Date: Tuesday, November 9

Time: 4:45pm - 6:00pm

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Track: Keynote

Session Type: Keynote

Vault Recording: TBD

Despite decades of dire predictions of the death of support, and as we emerge from a challenging year, it’s clear that service and support is a thriving profession. Yet for all that’s changed in the past year, there’s more change on the horizon – automation, machine learning, artificial intelligence and the role of human intelligence, new skills and opportunities, etc. In this panel discussion, featuring members of the HDI Strategic Advisory Board, thought leaders and professionals from diverse industries will share their key priorities and future plans, explaining the rationale behind those priorities and how they plan to achieve their goals. Walk away with ideas and insights to apply to your own strategic goals and action plans.