Pre-Conference Training Breakfast
Pass Type: 3-day Training + Standard Conference, 3-day Training Only
Track: General Event
Session Type: General Event
Pass Type: 3-day Training + Standard Conference, 3-day Training Only
Track: General Event
Session Type: General Event
Pre-1: HDI Support Center Director
Speaker: John Custy (JPC Group)
Pass Type: 3-day Training + Standard Conference, 3-day Training Only
Track: 3-Day Preconference Training
Session Type: Training
Pre-2: HDI Support Center Manager
Speaker: Deb Monroe (Ignite Achievements Int'l Inc.)
Pass Type: 3-day Training + Standard Conference, 3-day Training Only
Track: 3-Day Preconference Training
Session Type: Training
Pre-3: HDI Desktop Support Manager
Speaker: Rae Ann Bruno (Business Solutions Training)
Pass Type: 3-day Training + Standard Conference, 3-day Training Only
Track: 3-Day Preconference Training
Session Type: Training
Speaker: Virginia Scuderi (Competitive Advantage, Inc.)
Pass Type: 3-day Training + Standard Conference, 3-day Training Only
Track: 3-Day Preconference Training
Session Type: Training
Speaker: Doug Tedder (Tedder Consulting LLC)
Pass Type: 3-day Training + Standard Conference, 3-day Training Only
Track: 3-Day Preconference Training
Session Type: Training
Pass Type: 3-day Training + Standard Conference, 3-day Training Only
Track: General Event
Session Type: General Event
Pre-Conference Training Breakfast
Pass Type: 2-day Training + Standard Conference, 2-day Training Only, 3-day Training + Standard Conference, 3-day Training Only
Track: General Event
Session Type: General Event
Pass Type: 2-day Training + Standard Conference, 2-day Training Only, 3-day Training + Standard Conference, 3-day Training Only, Premium Conference
Track: General Event
Session Type: General Event
Pre-1: HDI Support Center Director
Speaker: John Custy (JPC Group)
Pass Type: 3-day Training + Standard Conference, 3-day Training Only
Track: 3-Day Preconference Training
Session Type: Training
Pre-2: HDI Support Center Manager
Speaker: Deb Monroe (Ignite Achievements Int'l Inc.)
Pass Type: 3-day Training + Standard Conference, 3-day Training Only
Track: 3-Day Preconference Training
Session Type: Training
Pre-3: HDI Desktop Support Manager
Speaker: Rae Ann Bruno (Business Solutions Training)
Pass Type: 3-day Training + Standard Conference, 3-day Training Only
Track: 3-Day Preconference Training
Session Type: Training
Speaker: Virginia Scuderi (Competitive Advantage, Inc.)
Pass Type: 3-day Training + Standard Conference, 3-day Training Only
Track: 3-Day Preconference Training
Session Type: Training
Speaker: Doug Tedder (Tedder Consulting LLC)
Pass Type: 3-day Training + Standard Conference, 3-day Training Only
Track: 3-Day Preconference Training
Session Type: Training
Pre-6: HDI Support Center Team Lead
Speaker: Rebecca Gibson (Gibson Learning and Performance)
Pass Type: 2-day Training + Standard Conference, 2-day Training Only
Track: 2-Day Preconference Training
Session Type: Training
Pre-7: Succeeding with Metrics
Speaker: Jeff Rumburg (MetricNet, LLC)
Pass Type: 2-day Training + Standard Conference, 2-day Training Only
Track: 2-Day Preconference Training
Session Type: Training
Pass Type: 2-day Training + Standard Conference, 2-day Training Only, 3-day Training + Standard Conference, 3-day Training Only
Session Type: General Event
Pass Type: 2-day Training + Standard Conference, 2-day Training Only, 3-day Training + Standard Conference, 3-day Training Only, Premium Conference
Track: General Event
Session Type: General Event
Pass Type: 2-day Training + Standard Conference, 2-day Training Only, 3-day Training + Standard Conference, 3-day Training Only, Exhibit Hall Only, Premium Conference, Standard Conference
Track: General Event
Session Type: General Event
Pre-1: HDI Support Center Director
Speaker: John Custy (JPC Group)
Pass Type: 3-day Training + Standard Conference, 3-day Training Only
Track: 3-Day Preconference Training
Session Type: Training
Pre-2: HDI Support Center Manager
Speaker: Deb Monroe (Ignite Achievements Int'l Inc.)
Pass Type: 3-day Training + Standard Conference, 3-day Training Only
Track: 3-Day Preconference Training
Session Type: Training
Pre-3: HDI Desktop Support Manager
Speaker: Rae Ann Bruno (Business Solutions Training)
Pass Type: 3-day Training + Standard Conference, 3-day Training Only
Track: 3-Day Preconference Training
Session Type: Training
Speaker: Virginia Scuderi (Competitive Advantage, Inc.)
Pass Type: 3-day Training + Standard Conference, 3-day Training Only
Track: 3-Day Preconference Training
Session Type: Training
Speaker: Doug Tedder (Tedder Consulting LLC)
Pass Type: 3-day Training + Standard Conference, 3-day Training Only
Track: 3-Day Preconference Training
Session Type: Training
Pre-6: HDI Support Center Team Lead
Speaker: Rebecca Gibson (Gibson Learning and Performance)
Pass Type: 2-day Training + Standard Conference, 2-day Training Only
Track: 2-Day Preconference Training
Session Type: Training
Pre-7: Succeeding with Metrics
Speaker: Jeff Rumburg (MetricNet, LLC)
Pass Type: 2-day Training + Standard Conference, 2-day Training Only
Track: 2-Day Preconference Training
Session Type: Training
Pre-10: At Your Service! Defining Customer-Focused IT Services
Speakers: Marie DiRuzza (Mount Holyoke College), Chris Chagnon (Worcester Polytechnic Institute (WPI))
Pass Type: Premium Conference
Track: 1-Day Preconference Workshop
Session Type: Workshop
Pre-11: Rubber Ducks and Dump Trucks: Giving It All Away
Speaker: Kirk Weisler (TEAM DYNAMICS LLD)
Pass Type: Premium Conference
Track: 1-Day Preconference Workshop
Session Type: Workshop
Pre-8: Core Motive: Your Superpower for Decoding Human Potential!
Speaker: Glynis Devine (Glynis E. Devine)
Pass Type: Premium Conference
Track: 1-Day Preconference Workshop
Session Type: Workshop
Pre-9: SMART Performance Management
Speaker: Tom Wilk (Carnegie Mellon University)
Pass Type: Premium Conference
Track: 1-Day Preconference Workshop
Session Type: Workshop
Pass Type: 2-day Training + Standard Conference, 2-day Training Only, 3-day Training + Standard Conference, 3-day Training Only, Premium Conference
Session Type: General Event
Keynote: Alex Banayan
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Keynote
Session Type: Keynote
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Exhibit Hall Only, Premium Conference, Standard Conference
Track: General Event
Session Type: General Event
Welcome Reception in the Expo Hall
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Exhibit Hall Only, Premium Conference, Standard Conference
Track: Networking
Session Type: Networking
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Exhibit Hall Only, Premium Conference, Standard Conference
Track: General Event
Session Type: General Event
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: General Event
Session Type: General Event
Intentional Leadership: Currency, Change, & Creating A Powerful Presence
Keynote: Carla Harris (Morgan Stanley)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Keynote
Session Type: Keynote
Session 101: Becoming an Equitable Leader: Building a Strong Team By Leveraging Diverse Talents
Speaker: Miller, Alma (AC Miller Consulting)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Building and Leading a World-Class Culture
Session Type: Session
Session 102: Star Trek and Conflict: Even Klingons Can Be Reasonable
Speakers: Denis Rudd (3Cloud), Tom Wilk (Carnegie Mellon University)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Maximizing Performance
Session Type: Session
Session 103: Customer Experience, Employee Experience, and Digital Transformation: Tools for Success
Speaker: Roy Atkinson (Clifton Butterield, LLC)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Revolutionizing the Customer Experience, Building and Leading a World-Class Culture
Session Type: Session
Session 104: Cyber-Security Awareness Across the Organization
Speaker: Marvin Stein (BCConsulting)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Optimizing the Support Organization, General Event
Session Type: Session
Session 105: Modernizing Team Structure in a Customer-Centric World
Speaker: Michael Pacitti (National Veterinary Associates (NVA))
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Pursuing Service Excellence
Session Type: Case Study
Session 106: The Dating Game: Making the Enterprise Service Management Match!
Speaker: Chris Chagnon (Worcester Polytechnic Institute (WPI))
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Modernizing Service Management, Pursuing Service Excellence
Session Type: Case Study
Session 107: Agile Change: The Importance of Communication, Automation, and Accountability
Speaker: Phyllis Drucker (Cognizant)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Frameworks & Methodologies
Session Type: Session
Session 108: Optimize Your Service Desk to Support for Work-from-Anywhere
Speakers: Robert Kenneth Weston (Info-Tech Research Group), Valence Howden (Info-Tech Research Group)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Optimizing the Support Organization
Session Type: Session
Session 201: Building Trust in a Virtual World
Speaker: Lea Brovedani (Lea Brovedani)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Building and Leading a World-Class Culture
Session Type: Session
Session 202: Organizational Change Management: From Planning in the Huddle to Executing on the Field
Speaker: Jason Wischer (1WISCH)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Maximizing Performance
Session Type: Session
Session 203: Expectations, Exceeded!: Delivering Impactful Customer Experiences
Speaker: Evan Carlson (EasyVista)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Revolutionizing the Customer Experience, Pursuing Service Excellence
Session Type: Session
Session 204: Disaster in the Data Center: Real Life Lessons
Speakers: Jarrod Sandel (Michigan Medicine (University of Michigan)), Erik Zempel (Michigan Medicine (University of Michigan))
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Optimizing the Support Organization
Session Type: Case Study
Session 205: Pandora’s Box: A Case Study on Supporting Hybrid Environments
Speaker: Jill Beckman (Boston University)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Maximizing Performance
Session Type: Case Study
Session 206: Hyperautomation, Industry 4.0, and the Service Desk
Speaker: Drew Jaehnig (Bizagi Corp)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Modernizing Service Management, Optimizing the Support Organization
Session Type: Session
Session 207: The Changing Role of Knowledge Management in the Modern Workplace
Speaker: Pete McGarahan (First American Financial)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Frameworks & Methodologies
Session Type: Session
Session 208: The Secret Sauce Is Execution: Lessons from "The V*A*L*U*E Formula"
Speaker: Ken Wendle (Edify ITSM, Inc.)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Maximizing Performance
Session Type: Session
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: General Event
Session Type: General Event
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Exhibit Hall Only, Premium Conference, Standard Conference
Track: General Event
Session Type: General Event
Session 301: Cultural Champions and the Dynamics of a Perfectly Imperfect Team
Speaker: Don Varela (Navy Federal Credit Union)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Building and Leading a World-Class Culture, Pursuing Service Excellence
Session Type: Case Study
Session 302: A MasterClass in IT Metrics
Speaker: Ben Brennan (QSTAC)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Maximizing Performance
Session Type: Session
Session 303: CX Principles Every Service Desk Should Leverage
Speaker: Rebecca Roemen (Avtex Solutions)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Revolutionizing the Customer Experience
Session Type: Session
Session 304: Translating Geek Speak: Communicating the Value of IT to Non-IT Decision Makers
Speaker: N.J. Robinson (U.S. Air Force)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Optimizing the Support Organization, Modernizing Service Management
Session Type: Session
Session 305: UFFA in the Pandemic Age: Why Continuous Knowledge Improvement Means More Than Ever
Speakers: Jarrod Sandel (Michigan Medicine (University of Michigan)), Erik Zempel (Michigan Medicine (University of Michigan))
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Pursuing Service Excellence
Session Type: Case Study
Session 306: Maintain IT's Relevance with Service Portfolio Management
Speakers: Valence Howden (Info-Tech Research Group Inc.), Robert Kenneth Weston (Info-Tech Research Group)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Modernizing Service Management
Session Type: Session
Session 307: Want Real ESM? Start with VSM!
Speaker: Doug Tedder (Tedder Consulting LLC)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Frameworks & Methodologies
Session Type: Session
Moderator: Roy Atkinson (Clifton Butterield, LLC)
Panelists: Nassar Nizami (Thomas Jefferson University and Jefferson Health), Marni Casanova (T-Mobile US, Inc.), Lisa Kemp Jones (UCLA IT Services), Stephen Paskel (Allstate), N.J. Robinson (U.S. Air Force), Jack Simpkins (Facebook)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Keynote
Session Type: Keynote
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Exhibit Hall Only, Premium Conference, Standard Conference
Track: General Event
Session Type: General Event
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Networking
Session Type: Networking
Bang Your Head: Lyrics That Motivate You to Act
Speaker: Darryl Jacoby (Johns Hopkins University Applied Physics Lab)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Breakfast Briefing
Session Type: Breakfast Briefing
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: General Event
Session Type: General Event
Mia San Mia: Workplace Culture Lessons from the Soccer Pitch
Speaker: Doug Rabold (Bold Ray Consulting)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Breakfast Briefing
Session Type: Breakfast Briefing
Online Communities: Real-World Experience You Can Earn in Your PJs!
Speaker: Sean McClean (ServiceNow)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Breakfast Briefing
Session Type: Breakfast Briefing
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Exhibit Hall Only, Premium Conference, Standard Conference
Session Type: General Event
The Five IT Love Languages That Will Transform Your Service
Speaker: Ben Brennan (QSTAC)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Breakfast Briefing
Session Type: Breakfast Briefing
Keynote: Sterling Hawkins
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Keynote
Session Type: Keynote
Session 401: Become the Leader You Would Work For
Speaker: Darryl Jacoby (Johns Hopkins University Applied Physics Lab)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Building and Leading a World-Class Culture, Optimizing the Support Organization
Session Type: Session
Session 402: CAB: The Good, the Bad, and the Ugly
Speaker: Vicki Rogers (Georgia Institute of Technology)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Maximizing Performance, Modernizing Service Management
Session Type: Session
Session 403: The Transformation of Desktop Support and the Customer Experience
Speaker: Rae Ann Bruno (Business Solutions Training)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Revolutionizing the Customer Experience
Session Type: Session
Session 404: Adapting Classroom Dispatch to Support Virtual Teaching and Learning
Speakers: Marie DiRuzza (Mount Holyoke College), DeGrenier, Aime (Mount Holyoke College)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Pursuing Service Excellence
Session Type: Case Study
Session 405: Building a World-Class Internal Support Team for World-Class External Support Teams
Speakers: Matt Metzinger (USAA), Doug Rabold (HCL America)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Pursuing Service Excellence
Session Type: Case Study
Session 406: Digital Transformation: Everything You Wish You'd Known Before You Started
Speaker: David Cannon (nfiniti3)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Modernizing Service Management
Session Type: Session
Session 407: ITIL4 and the Service Management of the Future
Speaker: Phyllis Drucker (Cognizant)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Frameworks & Methodologies
Session Type: Session
Session 408: Building an Engaged Global Team, One Connection at a Time
Speaker: Jason Stonehouse (Akamai Technologies)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Building and Leading a World-Class Culture
Session Type: Case Study
Session 501: The Moment of Truth: Where Tech Support Meets the Customer
Speakers: Dee Borgoyn (Borgoyn Consulting Services), Kathy Veldboom (Independent Consultant)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Building and Leading a World-Class Culture, Pursuing Service Excellence
Session Type: Session
Session 503: Customer Service Is Dead, Customer Experience Is Queen
Speaker: DeAndrea Norris (Johns Hopkins University Applied Physics Laboratory)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Revolutionizing the Customer Experience
Session Type: Case Study
Session 504: The Capacity Model: Go Beyond the Daily Schedule
Speaker: Richard Sykora (Blackbaud)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Optimizing the Support Organization
Session Type: Case Study
Session 505: Doing What Doesn't Come Naturally: Why IT Support Pros Must Know How to Express Empathy
Speaker: Leslie O'Flahavan (E-WRITE)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Pursuing Service Excellence
Session Type: Session
Speaker: Chris Chagnon (Worcester Polytechnic Institute (WPI))
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Modernizing Service Management, Pursuing Service Excellence
Session Type: Session
Session 507: Service Desk Agility: Is That a Thing?
Speaker: Ric Mims (Precision Task Group)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Optimizing the Support Organization
Session Type: Session
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: General Event
Session Type: General Event
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Exhibit Hall Only, Premium Conference, Standard Conference
Track: General Event
Session Type: General Event
Prize Giveaway in the Expo Hall
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Exhibit Hall Only, Premium Conference, Standard Conference
Track: General Event
Session Type: General Event
Session 601: 5-Star Leaders, or the Leaders Who Changed Our Lives
Speaker: Kirk Weisler (TEAM DYNAMICS LLD)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Building and Leading a World-Class Culture
Session Type: Session
Session 602: Supercharge Your Staff: The Secret to Creating High-Performance Teams
Speaker: Melissa Jackman (Duquesne University)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Maximizing Performance
Session Type: Session
Session 603: How to Guarantee an Amazing Customer Experience
Speaker: Jeff Toister (Toister Performance Solutions, Inc.)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Revolutionizing the Customer Experience
Session Type: Session
Session 604: Why You Should Gamify Onboarding
Speaker: Gina Montague (Infinite Campus)
Track: Optimizing the Support Organization, Building and Leading a World-Class Culture
Session Type: Case Study
Session 605: Digital Leadership: A Path to Leading Reinvention
Speaker: Patti Blackstaffe (GlobalSway)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Pursuing Service Excellence
Session Type: Session
Session 606: Artificial Intelligence in Service and Support: The Future Is Finally Here!
Speaker: Jeff Rumburg (MetricNet, LLC)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Modernizing Service Management, Optimizing the Support Organization
Session Type: Session
Session 607: The Foundational Tools of Continuous Improvement
Speaker: Michael Hanson (PSCU)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Frameworks & Methodologies
Session Type: Session
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Networking
Session Type: Networking
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: General Event
Session Type: General Event
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: General Event
Session Type: General Event
Session 701: Managing Up or Out: Dealing with Struggling Employees
Speaker: William Ross (John Hopkins Applied Physics Lab)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Building and Leading a World-Class Culture
Session Type: Session
Session 702: Igniting Employee Engagement and Boosting Agent Retention
Speaker: Christopher Mulligan (TalentKeepers)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Maximizing Performance
Session Type: Session
Session 703: Transforming the VIP Experience: The Role of the Executive Support Team
Speaker: Justin Menapace (Chan Zuckerberg Initiative)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Revolutionizing the Customer Experience
Session Type: Case Study
Session 704: The High Costs of a Badly Written Knowledge Base Article
Speaker: Leslie O'Flahavan (E-WRITE)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Optimizing the Support Organization, Pursuing Service Excellence
Session Type: Session
Session 705: Infusing Your Team with Loyalty and Resilience
Speaker: Nate Brown (Officium Labs)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Pursuing Service Excellence, Optimizing the Support Organization
Session Type: Session
Session 801: IT Women, We Can Do Better
Speaker: Vicki Rogers (Georgia Institute of Technology)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Building and Leading a World-Class Culture, Maximizing Performance
Session Type: Session
Session 802: Creating Engaged Teams: The Dynamics of Participation
Speaker: Tom Wilk (Carnegie Mellon University)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Maximizing Performance, Building and Leading a World-Class Culture
Session Type: Session
Session 803: How I Built This: A Resilient CX Strategy
Speaker: Justin Robbins (CX Effect)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Revolutionizing the Customer Experience, Pursuing Service Excellence
Session Type: Session
Session 804: Sprinting a Marathon: Going Remote in Just Two Weeks
Speaker: Arif Gheewala (UCLA Health IT)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Optimizing the Support Organization
Session Type: Case Study
Session 805: Changing Change: The Importance of Holistic Process Improvement
Speaker: Paul Fordiani (Acuity, Inc)
Pass Type: 2-day Training + Standard Conference, 3-day Training + Standard Conference, Premium Conference, Standard Conference
Track: Frameworks & Methodologies
Session Type: Session