Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.
Click on session titles for full session descriptions. All times noted are in PT.
Pre-1: HDI Support Center Director
Speaker: Randy Celaya (The Coaching Bridge)
Pass Type: 3-day Training + Standard 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 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 Pass, 3-day Training Only
Session Type: Training
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Training
Speaker: Greg Sanker (ITSM Transition)
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Session
Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only, 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Session
Session 308: Diversity, Equity, and Inclusion: IT Matters!
Speakers: Marie DiRuzza (Mount Holyoke College), Christopher Chagnon (Worcester Polytechnic Institute)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Leading World-Class Teams, Revolutionizing the Customer Experience
Session Type: Session
Pre-1: HDI Support Center Director
Speaker: Randy Celaya (The Coaching Bridge)
Pass Type: 3-day Training + Standard 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 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 Pass, 3-day Training Only
Session Type: Training
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Training
Speaker: Greg Sanker (ITSM Transition)
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Session
Pre-6: HDI Support Center Team Lead
Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only
Session Type: Training
Pre-7: Succeeding with Metrics
Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only
Session Type: Training
Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only, 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Session
Pre-10: Core Motive: Your Superpower for Decoding Human Potential
Speaker: Glynis Devine (Glynis E. Devine)
Pass Type: Premium Conference Pass
Track : Maximizing People, Culture, and Performance
Session Type: Workshop
Pre-12: Great Expectations: The Foundations of a High-Performing Team
Speakers: Patti Blackstaffe (GlobalSway), Kathy Veldboom (Self Employed)
Pass Type: Premium Conference Pass
Track : Leading World-Class Teams, Maximizing People, Culture, and Performance
Session Type: Workshop
Pre-13: Rubber Ducks and Dump Trucks: Giving It All Away
Speaker: Kirk Weisler (TEAM DYNAMICS LLD)
Pass Type: Premium Conference Pass
Track : Maximizing People, Culture, and Performance, Leading World-Class Teams
Session Type: Workshop
Pre-14: Continuous Improvement: Where Do I Begin?
Speaker: Ric Mims (SDI Presence)
Pass Type: Premium Conference Pass
Track : Modernizing Service Management
Session Type: Workshop
Speaker: N.J. Robinson (Hi-Tech Leadership)
Pass Type: Premium Conference Pass
Track : Leading World-Class Teams, Maximizing People, Culture, and Performance
Session Type: Workshop
Pre-16: At Your Service!: Defining Customer-Focused Services
Speakers: Marie DiRuzza (Mount Holyoke College), Christopher Chagnon (Worcester Polytechnic Institute)
Pass Type: Premium Conference Pass
Track : Modernizing Service Management
Session Type: Workshop
Pre-1: HDI Support Center Director
Speaker: Randy Celaya (The Coaching Bridge)
Pass Type: 3-day Training + Standard 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 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 Pass, 3-day Training Only
Session Type: Training
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Training
Speaker: Greg Sanker (ITSM Transition)
Pass Type: 3-day Training + Standard Conference Pass, 3-day Training Only
Session Type: Session
Pre-6: HDI Support Center Team Lead
Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only
Session Type: Training
Pre-7: Succeeding with Metrics
Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only
Session Type: Training
Pass Type: 2-day Training + Standard Conference Pass, 2-day Training Only, 3-day Training + Standard Conference Pass, 3-day Training Only, Premium Conference Pass
Session Type: Session
The Great Programmable Subconscious: Using Hypnosis to Set Your GPS for Success
Speaker: Wayne Lee (Wayne Lee Enterprises Inc.)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Keynote
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Networking
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Leading World-Class Teams, Maximizing People, Culture, and Performance
Session Type: Panel Discussion
Session 102: Incident, Problem, and Change, Oh My!: Our Yellow Brick Road of Process
Speaker: Vicki Rogers (Georgia Institute of Technology)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Modernizing Service Management
Session Type: Case Study
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Optimizing the Support Organization, Pursuing Service Excellence
Session Type: Session
Session 104: Going Beyond the Numbers to Improve the Employee Experience
Speaker: Rae Ann Bruno (Business Solutions Training, Inc.)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Maximizing People, Culture, and Performance, Leading World-Class Teams
Session Type: Session
Session 105: In Harmony: Blending ITIL Best Practices and ITSM Tools
Speakers: Donna Knapp (ITSM Academy), Mike Cardinal (Thirdera)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Modernizing Service Management
Session Type: Session
Speakers: Nick D'Amico (Jefferson), Joe O'Hanlon (Jefferson)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Pursuing Service Excellence, Optimizing the Support Organization
Session Type: Case Study
Session 107: Transformation Beyond IT: Interdepartmental Collaboration and System Change
Speaker: Patti Blackstaffe (GlobalSway)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Optimizing the Support Organization, Modernizing Service Management
Session Type: Session
Session 108: Customer Success Secrets That Transform the IT Experience
Speaker: Maddie Blumenthal (QSTAC)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Revolutionizing the Customer Experience
Session Type: Session
Session 109: Meaning-Centered Leadership and the Value of Engagement, Empowerment, and Expertise
Speaker: Dr. Barbara Bartels (Meaning-Centered Leadership)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Leading World-Class Teams, Maximizing People, Culture, and Performance
Session Type: Session
Session 201: The State of the Industry in 2022
Speaker: Tim McElgunn (HDI)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Pursuing Service Excellence, Optimizing the Support Organization
Session Type: Session
Session 202: 3 Employees Every IT Leader Leader Will Encounter
Speaker: N.J. Robinson (Hi-Tech Leadership)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Leading World-Class Teams, Maximizing People, Culture, and Performance
Session Type: Session
Session 203: Robotics and AI in the ITSM World
Speaker: Dr. Mauricio Corona (BP Gurus)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Modernizing Service Management
Session Type: Session
Session 204: The Good, the Bad, and the Ugly: The Four Levels of Gamification in Training
Speaker: Dr. Jonathan Peters (Sententia, Inc)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Maximizing People, Culture, and Performance
Session Type: Case Study
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Revolutionizing the Customer Experience, Modernizing Service Management
Session Type: Session
Session 206: The Three Dimensions of Cyber-Security and Service Operations
Speaker: David Moskowitz (Creative Disruptions LLC)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Optimizing the Support Organization, Modernizing Service Management
Session Type: Session
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Modernizing Service Management, Optimizing the Support Organization
Session Type: Session
Session 208: Take 5: What You Should Address Next
Speaker: Phyllis Drucker (EZ2BGR8 Service Management)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Pursuing Service Excellence, Optimizing the Support Organization
Session Type: Session
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Optimizing the Support Organization
Session Type: Session
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: General Event
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Networking
Session 302: ITIL Hacks That Work!: Fast-Track Your Way to ITIL Maturity
Speaker: Jeff Rumburg (MetricNet, LLC)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Modernizing Service Management, Pursuing Service Excellence
Session Type: Case Study
Session 303: Customer Experience and Customer Service: What's the Difference?
Speaker: Doug Rabold (Bold Ray Consulting)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Revolutionizing the Customer Experience
Session Type: Session
Session 304: The Art of the Business Case: 5 Minutes to Glory
Speaker: Stephen (CMIT Solutions of Biltmore)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Pursuing Service Excellence
Session Type: Session
Session 305: Supplier Management: Partnering for Success
Speakers: Angie Tobin (Boeing), Roger Knop (Dell), Aaron Lyon (Dell)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Optimizing the Support Organization, Pursuing Service Excellence
Session Type: Case Study
Session 306: Bots, AI, and Intelligent Process Automation in Service Management
Speaker: Drew Jaehnig (Bizagi)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Modernizing Service Management, Optimizing the Support Organization
Session Type: Session
Session 307: Onboarding a Distributed Global Support Team: Same or Different?
Speaker: Andrea Silas (DreamHost)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Maximizing People, Culture, and Performance, Pursuing Service Excellence
Session Type: Case Study
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Networking
Expectation and the Predetermined Outcome: A View Through the Blue
Speaker: Randall Jaynes (Blue Man Group)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Keynote
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Optimizing the Support Organization
Session Type: Panel Discussion
Session 403: Optimizing Success: The Performance Office
Speaker: Paul Fordiani (Acuity, Inc)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Optimizing the Support Organization, Modernizing Service Management
Session Type: Case Study
Session 404: 5 Writing Skills Tech Support Pros Never Thought They'd Need, but They Do
Speaker: Leslie O'Flahavan (E-WRITE)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Maximizing People, Culture, and Performance, Optimizing the Support Organization
Session Type: Session
Session 405: The Journey to Bring on a New ITSM Solution
Speaker: Mitch Bryant (Norton Healthcare)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Modernizing Service Management, Pursuing Service Excellence
Session Type: Case Study
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Leading World-Class Teams, Maximizing People, Culture, and Performance
Session Type: Session
Session 407: Managing the Flow of Feedback
Speaker: Donna Knapp (ITSM Academy)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Revolutionizing the Customer Experience, Modernizing Service Management
Session Type: Session
Session 408: The 5 Elements to Maximize Value
Speaker: Kenneth E Wendle (Edify ITSM)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Pursuing Service Excellence, Optimizing the Support Organization
Session Type: Session
Session 501: Enterprise Service Management: What Does It Mean for Your Organization?
Speaker: John Custy (JPC GROUP)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Modernizing Service Management
Session Type: Panel Discussion
Session 502: Do Touch the Red Button
Speaker: Kirk Weisler (Team Dynamics)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Leading World-Class Teams, Maximizing People, Culture, and Performance
Session Type: Session
Speaker: Sabrina Eigner (Greentube)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Maximizing People, Culture, and Performance, Leading World-Class Teams
Session Type: Case Study
Session 505: Lessons Learned from Building a Self-Service Content Architecture
Speaker: Kathy Clemens (BlackLine)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Optimizing the Support Organization, Pursuing Service Excellence
Session Type: Case Study
Session 506: Just Push Play: Building Relationships with MSP Clients
Speaker: LeRoy Bray (Medicus IT)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Pursuing Service Excellence, Modernizing Service Management
Session Type: Case Study
Session 507: Level Up: How Streamers and Gaming Can Change ITSM
Speaker: Chris Chagnon (Worcester Polytechnic Institute (WPI))
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Modernizing Service Management
Session Type: Session
Session 508: Making Cents: How We Elevated the Service Desk at the World's Largest Credit Union
Speaker: Don Varela (Navy Federal Credit Union)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Pursuing Service Excellence
Session Type: Case Study
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: General Event
LNL 10: OMG! It's True!: How to Achieve Radical Incident Reduction In Less Than 3 Months
Speaker: Randy Steinberg (Concurrency Inc)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Pursuing Service Excellence, Optimizing the Support Organization
Session Type: Lunch and Learn
LNL 11: ITIL4: The New Frontier
Speaker: Jeffrey Tefertiller (Service Management Leadership)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Modernizing Service Management
Session Type: Lunch and Learn
LNL 12: The Challenges of Providing White-Glove Service to a Growing Company
Speaker: Chris Eder (IGS Energy)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Revolutionizing the Customer Experience, Pursuing Service Excellence
Session Type: Lunch and Learn
LNL 13: Organizational Change Management: From Planning in the Huddle to Executing on the Field
Speaker: Jason Wischer (1WISCH)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Pursuing Service Excellence, Modernizing Service Management
Session Type: Lunch and Learn
LNL 14: How to Coach the Underperformer
Speaker: Glenn Cruz (UC Berkeley)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Maximizing People, Culture, and Performance
Session Type: Lunch and Learn
LNL 9: Measuring Success: A Metrics Primer
Speaker: Edward Gray (Grayematter Consulting)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Optimizing the Support Organization
Session Type: Lunch and Learn
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Expo Hall Only Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Networking
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Revolutionizing the Customer Experience
Session Type: Panel Discussion
Session 602: Tapping the Potential of Self-Service: Success Factors from the Overachievers!
Speaker: Jeff Rumburg (MetricNet, LLC)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Modernizing Service Management, Optimizing the Support Organization
Session Type: Case Study
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Leading World-Class Teams, Maximizing People, Culture, and Performance
Session Type: Session
Session 604: Service Desk Agility: Is That a Thing?
Speaker: Ric Mims (SupportCenter Global)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Pursuing Service Excellence, Modernizing Service Management
Session Type: Session
Session 605: Swarming 2.0: Converging to Solve Complex Problems
Speaker: Phil Verghis (Klever Insight)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Optimizing the Support Organization, Modernizing Service Management
Session Type: Session
Session 606: Adapting to the Ever-Changing Workplace
Speaker: Patti Blackstaffe (GlobalSway)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Maximizing People, Culture, and Performance, Leading World-Class Teams
Session Type: Session
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Session Type: Networking
Session 704: A Fresh Look at SLAs
Speaker: Jeffrey Tefertiller (Service Management Leadership)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Pursuing Service Excellence, Optimizing the Support Organization
Session Type: Session
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Optimizing the Support Organization, Modernizing Service Management
Session Type: Session
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Revolutionizing the Customer Experience
Session Type: Session
Session 703: The Path to Service Desk Maturity
Speakers: Michael Hanson (PSCU), Angee Phong (SS&C Technologies)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Modernizing Service Management, Optimizing the Support Organization
Session Type: Session
Session 705: When It Comes to Support Analysts, "Empowerment" Is a Meaningless Term
Speaker: Leslie O'Flahavan (E-WRITE)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Maximizing People, Culture, and Performance, Leading World-Class Teams
Session Type: Session
Session 706: Leadership with E's
Speaker: Doug Rabold (Bold Ray Consulting)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Leading World-Class Teams, Maximizing People, Culture, and Performance
Session Type: Session
Session 707: Demystifying User Research: Getting Answers from Your Surveys and Feedback
Speaker: Matt Beran (InvGate)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Revolutionizing the Customer Experience, Optimizing the Support Organization
Session Type: Session
Session 801: Boosting Employee Wellness
Speaker: Amber Jenson, MA, SPHR, SHRM-SCP (ilYOUmination Coaching and Wellness, LLC)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Maximizing People, Culture, and Performance
Session Type: Session
Session 802: CX in Digital World: Juggling Productivity and Happiness
Speaker: Dr. Ariana Bucio (BP Gurus)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Revolutionizing the Customer Experience, Maximizing People, Culture, and Performance
Session Type: Session
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Pursuing Service Excellence, Optimizing the Support Organization
Session Type: Session
Session 804: CMDB Governance: It Doesn't Have to Be Rocket Science
Speaker: Glen Hoffmann (Computer Design & Integration)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Modernizing Service Management
Session Type: Session
Session 805: A Transformation Tale: How One Company Reinvented Its Support Culture
Speakers: Tammy Ward (ATB Financial), Niko Miller (ATB Financial)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Leading World-Class Teams, Pursuing Service Excellence
Session Type: Case Study
Session 806: Tier 1: The Frontline of Cyber-Defense
Speaker: Nick Powers (UNCOMN, LLC)
Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass
Track : Optimizing the Support Organization
Session Type: Session