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SupportWorld Live Schedule 2024

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 MST.

Session 407: The Heart of Knowledge: Sustainable Success

Janice Smith  (Director of Enterprise Services Support, Farm Credit Mid-America)

Evan Ricucci  (Director of Agricultural Lending Support, Farm Credit Mid-America)

Location: Room 207

Date: Wednesday, May 1

Time: 10:15 am - 11:15 am

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass - Get your pass now!

Track : Evolving the Customer and Employee Experience

Session Type: Session

Vault Recording: TBD

Audience Level: Fundamental/Intermediate

When facing the rollout of a system that would impact day-to-day work of almost 900 individuals in our organization, we knew there was an opportunity to transform the way training and support was delivered to the impacted user group. Our goal? To create excitement about the rollout by developing a consistent, reliable, sustainable way to deliver process, procedure and knowledge to enable significant service efficiency and an exceptional internal customer experience. Join Janice Smith and Evan Ricucci from Farm Credit Mid-America as they share the hard work (and a little ‘magic’) that led to success and rave reviews from their internal customers and leadership.


Leveraging knowledge to minimize support call volume
Building customer confidence during significant change
Marrying the solve loop and evolve loop to provide an exceptional customer experience
Metrics are your friend – they help you tell the story