Conference Schedule

 

7:00 am – 9:00 am

Registration and Information

7:00 am – 8:30 am

Pre-Conference Training Breakfast

8:00 am – 5:00 pm

3-Day Pre-Conference Workshops

Pre-1: HDI Support Center Director

Pre-2: HDI Support Center Manager

Pre-3: HDI Desktop Support Manager

Pre-4: KCS Principles

7:00 am – 5:00 pm

Registration and Information

7:00 am – 8:30 am

Pre-Conference Training Breakfast

8:00 am – 5:00 pm

3-Day Pre-Conference Workshops (Continued)

Pre-1: HDI Support Center Director

Pre-2: HDI Support Center Manager

Pre-3: HDI Desktop Support Manager

Pre-4: KCS Principles

8:00 am – 5:00 pm

2-Day Pre-Conference Workshops

Pre-5: HDI Support Center Team Lead

Pre-6: Service Management Optimization

Pre-7: Succeeding With Metrics! Leveraging KPIs For Continuous Service Improvement

7:00 am – 5:00 pm

Registration and Information

7:00 am – 9:00 am

Pre-Conference Breakfast

8:30 am – 3:00 pm

Pre-G: Golf Outing

8:30 am – 3:30 pm

3-Day Pre-Conference Workshops (Continued)

Pre-1: HDI Support Center Director

Pre-2: HDI Support Center Manager

Pre-3: HDI Desktop Support Manager

Pre-4: KCS Principles

8:30 am – 3:30 pm

2-Day Pre-Conference Workshops (Continued)

Pre-5: HDI Support Center Team Lead

Pre-6: Service Management Optimization

Pre-7: Succeeding With Metrics! Leveraging KPIs For Continuous Service Improvement

Pre-8: Incident Management

9:00 am – 3:30 pm

1-Day Pre-Conference Workshops

Pre-9: MasterMinds:Higher Education

Pre-10: MasterMinds: Healthcare

Pre-11: MasterMinds: Desktop Support

Pre-12: MasterMinds: Support Center Leadership

Pre-13: Security Fundamentals for the Support Center

Pre-14: Communicate with Impact: Elevate Yourself as a Leader

Pre-15: The Foundations of Relationship Agility

3:45 pm – 5:00 pm

Opening General Session: HOPE THEORY: How Belief, Behavior, and Accountability Drive High Performance

5:00 pm – 7:30 pm

Welcome Reception

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 & Meeting

8:30 am – 10:00 am

General Session | Keynote Speaker

Keynote: 5 Steps to Make the Impossible Possible

10:15 am – 11:15 am

Session Block 1

Session 101: Your Metrics Are Talking to You...But Are You Listening?

Session 102: How to Write Like a Human in an Age of Speed

Session 103: Creating a Positive Culture: The View from the C-Suite

Session 104: Business Process Improvement on a Shoe-String Budget

Session 105: We've Been Hacked: Why Security Needs All Hands on Deck

Session 106: Feed the Bots: Strategies to Improve Chatbots Through Knowledge

Session 107: Automation: The Next Big Service Desk Initiative

Session 108: Changing Change Management: An Agile, Experiential (R)Evolution

11:30 am – 12:30 pm

Session Block 2

Session 201: Using Data, Knowledge, and Analytics to Make Better Business Decisions: The First American Corp. Experience

Session 202: Oh, You Meant That?: Setting and Managing Expectations

Session 203: Autonomous Leaders: Creating a Self-Managed Team

Session 204: Northwestern Mutual's Service Transformation

Session 205: Radical Success: Managing Service and Support as a Business

Session 207: CX Advocacy in a Digitally Transforming, Multichannel World

Session 208: Finding the Right Fit: Making the Right Hires, Right Now

12:30 pm – 3:00 pm

Expo Hall Open

12:30 pm – 2:00 pm

Lunch

12:30 pm – 2:00 pm

Executive Connections Lunch

12:45 pm – 2:30 pm

Solution Spotlight Sessions

3:00 pm – 4:00 pm

Session Block 3

Session 301: "As You Wish": Enabling the Power of Story with Your Data

Session 302: Boondoggle to Beneficial: Rethinking Customer Surveys

Session 303: The Language of Listening: Drive Results and Employee Engagement

Session 304: Agile Service Delivery: Making Work Flow

Session 305: This Girl Scout Wasn't Prepared for a Firestorm: The Importance of Disaster Communication

Session 306: Turning the Aircraft Carrier in Higher Ed: Texas A&M's KCS Voyage

Session 307: Extending Service Management Across the Enterprise

Session 308: Streamlining Deskside Support at UCF: Getting into the Zone

Session 309: An Extraordinary Workplace Is More Than Ping Pong Tables and Bean Bag Chairs

4:15 pm – 5:30 pm

General Session | Keynote Speaker

Keynote: Relentless Adaptation: Best Practices for Today's Digital Economy

5:30 pm – 7:30 pm

Networking Reception in the Expo Hall

7:00 am – 5:00 pm

Registration and Information

7:30 am – 8:15 am

Breakfast Briefings

Breakfast Briefing: Applying Workforce Management in a Student-Run Service Desk

Breakfast Briefing: Champagne Appreciation on a Beer Budget

Breakfast Briefing: Knowledge-Centered Support: Let's Do IT!

Breakfast Briefing: Letting Go of Your Best Talent: A Winning Strategy

Breakfast Briefing: Project Management for Non-Project Managers

Breakfast Briefing:The Role of the Technical Trainer on the Service Desk

Breakfast Briefing: Tools for Success: Active Listening and Other Conflict Resolution Skills

Breakfast Briefing: What Is Your Culture Color?

7:30 am – 8:15 am

Breakfast

7:00 am – 8:30 am

Executive Connections Breakfast & Meeting

8:30 am – 10:00 am

General Session | Keynote Speaker

Keynote: Stop, Collaborate & Listen: Vanilla Ice's Ultimate Evolution, Robert Van Winkle (a.k.a Vanilla Ice)

10:15 am – 11:15 am

Session Block 4

Session 401: Making Feedback Matter: Taking Voice of Customer to the Next Level

Session 402: The Secret Ingredients to a Great Service Culture

Session 403: Never Arrive: The First American Continuous Improvement Story!

Session 404: When Two Become One: Successfully Consolidate and Create Service Desks

Session 405: HR Isn't IT, Silly: Strategies for Enterprise Service Management

Session 406: AI Isn't Taking Your Job...Unless You Give Your Job Away

Session 407: Live Chat: The Channel is Mature but Chat Quality Still Isn't Good Enough

Session 408: Shifting Left?: How to Drive End-User Adoption

Session 409: Developing and Advancing a Centralized Support Center in K-12 Districts

11:30 am – 12:30 pm

Session Block 5

Session 501: Metrics Magic: Ask the Experts!

Session 502: Elevating the Customer Experience by Simplifying the Feedback Process

Session 503: Solving the Analyst Empowerment Problem

Session 504: How Boeing Increased Support While Decreasing Costs

Session 505: Hunt Zombies, Kill Your Darlings, and Prototype Like a Star

Session 506: Championing the Inclusive and Elusive CMDB

Session 507: Agentless Agents: Using AI, NLP, and Machine Learning to Drive Operational Efficiency

Session 508: Using Design Thinking to Create an Amazing Customer Experience

Session 509: From Dysfunctional to Cohesive: 5 Behaviors of Successful Teams

Session 510: Collaborating for Success: The Future of Service and Support Culture

12:30 pm – 4:00 pm

Expo Hall Open

12:30 pm – 2:00 pm

Lunch

12:30 pm – 2:00 pm

Executive Lunch

12:30 pm – 3:00 pm

Solution Spotlight Sessions

3:30 pm – 3:50 pm

Prize Giveaway in the Expo Hall

4:00 pm – 5:00 pm

Session Block 6

Session 602: Luxury Support Knows No Boundaries: A Look Inside the Blue Box

Session 603: Writing Is a "Hard Skill" All Support Professionals Need

Session 604: Walk-Up Support: Transforming the Service and Customer Experience

Session 605: In and Out: Lessons Learned Using Rightsourcing

Session 606: KCS + Problem Management = Better Service!

Session 607: Quality Matters: Increasing Quality to Increase CSAT

Session 608: The Fundamentals of Cybersecurity Awareness

Session 609: Building Trust: Being a High-Trust Leader

Session 610: A Crash Course on Change Control: A Capabilities Approach

7:00 pm – 10:00 pm

Conference Party

8:00 am – 9:00 am

Breakfast

9:00 am – 10:00 am

Session Block 7

Session 701: Seven Steps for Building a CX Dashboard That Drives Results

Session 702: CXEQ: The Superpower All Service and Support Pros Need

Session 703: The Good, The Bad, and the Ugly: Managing Struggling Employees

Session 704: Categorization: A Method to the Madness

Session 705: The Duality of Strategic Sourcing

Session 706: Policies, Procedures, and Work Instructions, Oh My!

Session 707: Service Management Disrupted!: From ITSM to ESM

10:15 am – 11:15 am

Session Block 8

Session 801: Using Customer Service Data for Continuous Improvement

Session 802: Why You Should Be Disrupting the Customer Journey

Session 803: If It Weren't for These Freaking People: The Pool of Relationships

Session 804: Our Weight Loss Journey: Trimming Bulky Processes Using Lean IT

Session 805: Next Step, Quality: 5 Steps to Increasing Service Desk Effectiveness

Session 806: ITSM Frameworks: Your Choices, Risks, and Benefits

Session 807: Indifferent…Intrigued…Engaged: Taking Employees from Zero to Hero

11:30 am – 12:45 pm

General Session | Keynote Speaker

Closing General Session: The Fred Factor 2.0: New Ideas on How to Keep Delivering Extraordinary Results