CC Expo is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

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 502: CASE: Contact Anyway, Service Everyway

Tom McMahon  (IT Manager, Ulta Beauty)

Location: Room 201

Date: Wednesday, May 1

Time: 11:30 am - 12:30 pm

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 : Optimizing the Support Organization, Evolving the Customer and Employee Experience

Session Type: Case Study

Vault Recording: TBD

Audience Level: All

Historically, IT has only offered few options for requesting service including requiring the user to have a ticket. IT also offered limited options to provide support. In this session, Tom McMahon will draw attention to options for disrupting support, expanding on these offerings and embracing the concept of meeting the user where they are and providing the support through the method that work best for them. At Ulta Beauty, it's called Contact Anyway, Service Everyway, and it shifts focus from IT to the user. Walk away from this session with the essential knowledge to make the CASE in your organization.


Provide support from the perspective of what is easiest for the user.

Disrupt the concept of how support was historically provided.

Enhance and grow support tools with new inputs and outputs.