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7:00 am – 9:00 am

Registration and Information

7:00 am – 8:30 am

Pre-Conference Training Breakfast

8:30 am – 5:00 pm

3-Day Pre-Conference Workshops (Continued)

Pre-1: Three-day Workshop: HDI Support Center Director

Pre-2: Three-day Workshop: HDI Support Center Manager

Pre-3: Three-day Workshop: HDI Desktop Support Manager

Pre-4: Three-day Workshop: KCS Principles

7:00 am – 5:00 pm

Registration and Information

7:00 am – 8:30 am

Pre-Conference Training Breakfast

8:30 am – 5:00 pm

2-Day Pre-Conference Workshops (Continued)

Pre-5: Two-day Workshop: HDI Support Center Team Lead

Pre-7: Two-day Workshop: Customer Experience Accelator Bootcamp

Pre-8: Two-day Workshop: Service Management Optimization

Pre-9: Two-day Workshop: Succeeding with Metrics

7:00 am – 6:00 pm

Registration and Information

7:00 am – 9:00 am

Pre-Conference Breakfast

9:00 am – 3:30 pm

1-Day Pre-Conference Workshops

Pre-16: One-day Workshop: Core Motive: Your Superpower for Decoding Human Potential!

Pre-17: One-day Workshop: SMART Performance Management

3:45 pm – 5:00 pm

The Third Door: How to Dream Bigger, Achieve Your Goals & Find Success

The Third Door: How to Dream Bigger, Achieve Your Goals & Find Success

5:00 pm – 7:30 pm

Welcome Reception in the Expo Hall

7:00 am – 6:00 pm

Registration and Information

7:30 am – 8:15 am

Breakfast Briefings

7:30 am – 8:30 am

Breakfast

7:00 am – 8:30 am

Executive Connections Breakfast and Meeting

8:30 am – 10:00 am

General Session | Keynote Speaker

Expectation & The Predetermined Outcome: A View Through the Blue

10:15 am – 11:15 am

Session Block 1

Session 101: Building an Engaged Global Team, One Connection at a Time

Session 102: The Secrets to Effective Onboarding: Helping Analysts Thrive

Session 103: Seeing the Diamond in the Rough: Hiring and Coaching for Success

Session 104: Customer Service Is Dead, Customer Experience Is Queen

Session 105: Taking Desktop Support to the Next Level at Emory Healthcare

Session 107: Top 10 Reasons Why Knowledge Management Initiatives Fail (and How to Avoid Them)

Session 109: Innovating in ITSM: A Mad Scientist's Perspective on Continual Process Improvement

Session 110: Reaching for the Sky: IT Support Transitions to the Cloud

11:30 am – 12:30 pm

Session Block 2

Session 201: Leaders Building Trust: Restoring Belief and Confidence in Leadership

Session 202: How to Build a Help Desk That Champions Your Culture

Session 203: Ask the Experts: People

Session 204: What You Need to Know About CSAT and CSAT Measures

Session 205: How Walk-Up Support Can Transform the Customer Experience

Session 206: Code BCP: A Real-Life Lesson in Business Continuity Planning

Session 207: BOOM Goes the Incident!

Session 208: Driving True Business Value Through Service Management

Session 210: AI Comes to ITSM: Service Desk Apocalypse or Renaissance?

5:00 pm – 7:30 pm

Expo Hall Open

12:30 pm – 2:00 pm

Lunch

12:30 pm – 2:00 pm

1-Day Pre-Conference Workshops

12:45 pm – 2:30 pm

Solution Spotlight

3:00 pm – 4:00 pm

Session Block 3

Session 301: Support Culture: Created for Us, By Us

Session 302: Hire, Develop, Promote, Repeat: Develop a Recruiting Pipeline

Session 303: Empowerment: How to Take Your Team Beyond Satisfaction and Engagement

Session 304: CX Is the New CA: What Works, What Doesn't, and Why It Matters More Than Ever

Session 305: Debating Data: The Role of FCR in the 21st-Century Support Organization

Session 306: Changing Change: The Importance of Holistic Process Improvement

Session 307: What's Next for ITSM: 2020 and Beyond

Session 308: Beyond World-Class: What to Do After You've Achieved Best-in-Industry Support

Session 309: The Business of Chatbots: Creating Customer Service and Reducing Costs

General Session | Keynote Speaker

5:30 pm – 7:30 pm

Networking Reception

7:00 am – 5:00 pm

Registration and Information

7:30 am – 8:15 am

Breakfast Briefings

Breakfast Briefing: Mia San Mia: Workplace Culture Lessons from the Soccer Pitch

Breakfast Briefing: May the Leadership Force Be with You: Leadership Lessons from Star Wars

Breakfast Briefing: New Supervisors and the Dreaded Firsts

Breakfast Briefing: IT's Role in a CX Strategy

Breakfast Briefing: How to Write a Quickstart Guide: The Customer-Friendly Alternative to the 75-page Manual No One Reads

Breakfast Briefing: Road Trip!: Destination, Change Management

Breakfast Briefing: Support Is a Career!

Breakfast Briefing: 10 Practical Tips for Improving Equal Opportunities

7:30 am – 8:45 am

Breakfast

7:00 am – 8:30 am

Executive Connections Breakfast and Meeting

8:30 am – 10:00 am

General Session | Keynote Speaker

Set Your GPS for Success

10:15 am – 11:15 am

Session Block 4

Session 401: Leaders Who Listen: Unlock Your Team's Potential by Hearing Them

Session 402: Creating a Culture of Customer Care: The New Support Model

Session 403: Dealing with Burnout Before You're Left with Ashes

Session 404: The Journey to a Customer-Focused Culture

Session 405: Why Surveys Stink, and Practical Ways to Fix Them

Session 407: Ask the Experts: Service Management

Session 408: But How Do I Shift Left?

11:30 am – 12:30 pm

Session Block 5

Session 501: 5-Star Leaders, or the Leaders Who Changed Our Lives

Session 502: More Than Overhead: Using Specialization to Foster Team Operations and Efficiency

Session 503: Igniting Employee Engagement and Boosting Agent Retention

Session 504: The House of Cards: The Relationship Between Employee Engagement and Customer Experience Relationship

Session 505: The Experience Economy Is Here: What It Means for the Future of Customer Experience

Session 506: Debating Data: The Role of CSAT in the 21st-Century Support Organization

Session 507: Knowledge is Key to Implementing a Successful BOT Strategy

Session 508: Rethink Incident Response to Increase Visibility and Accountability

Session 509: Next-Gen Support Services: Improving the End-User Experience

Session 510: There's Gold in the Sea: Capturing Value Through Business Intelligence

12:30 pm – 4:00 pm

Expo Hall Open

12:30 pm – 2:00 pm

Lunch

12:30 pm – 2:00 pm

Executive Connections Luncheon and Networking

12:45 pm – 2:30 pm

Solution Spotlight

3:45 pm – 3:55 pm

Prize Giveaway in the Expo Hall

4:00 pm – 5:00 pm

Session Block 6

Session 601: Won't You Be My Leader?

Session 602: Know Your Employee Engagement Score!

Session 603: What About Desktop?: A Case Study on Field Support at Boston University

Session 604: Using Neuroscience to Increase Customer Satisfaction and Engagement

Session 605: Taming the CMDB Beast

Session 606: Using ITIL 4 to Create, Deliver, and Support Services

Session 608: Ask the Experts: Tech

7:00 pm – 10:00 pm

Conference Party

7:30 am – 1:00 pm

Registration and Information

8:00 am – 9:00 am

Breakfast

7:30 am – 9:00 am

Executive Connections Breakfast and Meeting

9:00 am – 10:00 am

Session Block 7

Session 701: Star Trek and Conflict: Even Klingons Can Be Reasonable

Session 702: When, Not If: Lessons in Cyber-Security

Session 703: Wow Your Customers, Don't Just Satisfy Them

Session 704: Defining "Good" for IT Ecosystem Event Monitoring

Session 705: Swarming: Culture First

Session 706: How AI Improved Employee Satisfaction for Two Global Brands

10:15 am – 11:15 am

Session Block 8

Session 801: Indifferent...Intrigued...Engaged!: Taking Employees from Zero to Hero

Session 802: Agile Metrics to Turbocharge Service Delivery and Customer Satisfaction

Session 803: Digital Wizards, Walk-Up Services, Chat Support: Transforming Customer Success!

Session 804: Using Agile to Support Continual Improvement

Session 805: How Toyota Optimizes Service Processes for Exceptional End-User Support

Session 806: Scaling Support: Innovative Approaches to Old-School Challenges

11:45 am – 12:45 pm

General Session | Keynote Speaker

Creating a Workplace that Doesn't Suck