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Session 608: Ask the Experts: The Future of Tech Support

Thursday, April 23 at 4:00 PM

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Despite decades of dire predictions of the death of support, tech support survives and thrives. Still, everyone wants to know what the future holds, but they don't always know where to go to get answers. This panel discussion, featuring some of the industry's leading and emerging experts, will be an open forum where attendees can get answers to all of their burning tech support questions.

• When it comes to IT, are humans obsolete?
• What are the implications of AI, machine learning, etc. for tech support? Will tech support be obsolete by the end of the decade?
• In the next 3-5 years, what are the major opportunities for support professionals? Support organizations?
• How can support professionals future-proof their careers?
• How can organizations future-proof their IT and support ecosystems?

Led by HDI's Andrew Gilliam and packed with valuable insights, this panel discussion will undoubtedly demonstrate the important business benefits that tech support has now and will continue to have in the years to come.

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Andrew Gilliam

Associate Analyst


Andrew Gilliam is a passionate Customer Experience innovator and change agent, with a background in IT support and customer service. As one of HDI's in-house subject matter experts, he writes and speaks about service management, technical support, and contact center trends and best practices. Andrew was among ICMI's 2019 Movers & Shakers and Top 50 Thought Leaders for multiple years, and he maintains several HDI and CompTIA certifications, including CASP+. Follow Andrew (@ndytg) on Twitter, connect with him on LinkedIn, and discover more at

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Doug Tedder

Principal Consultant

Tedder Consulting LLC

Doug Tedder is the principal of Tedder Consulting LLC, a Service Management and IT Governance consultancy. Doug is a recognized thought leader who is equally adept in interactions from senior leadership to day-to-day practitioners. Doug’s passion is helping good IT organizations become great. His attention to detail, industry knowledge, emotional intelligence, and the ability to “see the big picture” and make it actionable has resulted in a track record of success in transforming IT organizations into valued business leaders. Doug holds numerous industry certifications in disciplines ranging from ITIL®, COBIT®, Lean IT, DevOps, KCS™, VeriSM™, and Organizational Change Management. Doug was recognized as an “IT Industry Legend” by Cherwell Software in 2016, and named to HDI’s “Top 25 Thought Leaders in Technical and Service Management” for 2018. Doug is an author, blogger, and frequent speaker and contributor at local industry user group meetings, webinars, and national conventions. Doug is a member and former president of itSMF USA, a member of HDI, a contributing author to VeriSM™, and co-author of the VeriSM™ Pocket Guide. Follow Doug on Twitter (@dougtedder) or visit his website (

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Ben Brennan

Senior IT Director & Author

Verizon Media

Ben Brennan is Senior Director of IT at Verizon Media, author of Badass IT Support, and inventor of the QSTAC™ metric for IT customer experience. A former psychotherapist and musician, Ben brought his unique background to the IT Support world in San Francisco a decade ago. Since then, Brennan has helped transform IT teams for some of the country's leading tech firms including Box, Yahoo, Twitter, Jawbone, and AOL, and now Verizon Media, showing them how great communication, clearly defined and measurable goals, and an irreverent sense of humor can revolutionize a company's IT Department.

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Chris Chagnon

ITSM Architect

Worcester Polytechnic Institute