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Dynamic thought leaders, that will have you entertained and inspired!
Expert and experienced, these headline speakers will heighten you and your team’s awareness around the pillars of success: organizational excellence, unflappable leadership, and a healthy, productive culture. You’ll bear witness to the power of coming together and the impact it can have on your career, your team, and your business.

The Path Forward: Customer Experience in the Age of the Unexpected

Tuesday | 12:00 PM – 12:45 PM

Greg Verdino is a highly regarded authority on the digital future who helps leaders build thriving 21st century organizations. He is known for his uncanny ability to forecast trends, spot the difference between fads and the future, and apply his understanding of the rapidly changing global landscape to solve pressing client challenges.

Greg has advised 50 of the Fortune 500 along with a wide range of small-to-mid-sized organizations; has served in senior leadership positions at a half-dozen scrappy technology and digital media start-ups; and has launched innovative products, lines of business, and divisions from within traditional companies.

His perspectives have been shaped by 20+ years working at the forefront of marketing, media and technology change. Prior to starting his own consultancy, Greg was Executive Vice President at social business firm Dachis Group, where he helped BIC, Citibank, Fidelity, GE, Michaels Stores, Nestle and others formulate and execute best-in-class digital strategies. Throughout his career, he has served as a go-to expert for a wide range of media outlets including Advertising Age, Bloomberg Businessweek, CNN, Fox News Channel, Investor’s Business Daily, the New York Times, Newsday, and the Toronto Globe & Mail.

Building Emotional Vitality to Thrive Through Crisis

Wednesday | 12:00 PM – 12:45 AM

How can seeing the world through the Blue Man Group Creative Lenses help us to understand, and ultimately overcome, our own perceived limitations? In this highly-interactive keynote, Randall Jaynes, veteran Blue Man and Sr. Artistic Director of the Blue Man Group will describe their approach to creativity as illustrated by the six Blue Man character archetypes. Explore the creative and collaborative possibilities that arise when we move away from comfortable isolation into connectedness, and understand the ways in which letting go of ego opens up new ways of thinking and allows us to connect with others more authentically. The tools you learn will enable an invaluable new approach to addressing challenges, both personal and professional.

The Roaring 20s: What's Ahead for Service and Support?

Wednesday | 4:15 PM – 5:30 PM
Location: Conference Hotel
Roy Atkinson

The 2010s were a decade of rapid evolution in IT, technical support, and service management: mobile devices secured their place in the employee and customer ecosystem; new technologies have enabled more effective, efficient remote support; improved knowledge management practices and principles have enabled shift-left strategies, empowering customers and improving employee satisfaction; countless frameworks and methodologies have emerged and evolved in complementary ways, allowing organizations to customize their approaches for best fit; service management practices and principles, borne of IT, have been extended out to the wider enterprise, improving efficiency and increasing the value of support. Many long-predicted and -awaited changes took effect in 2019 alone (ITIL 4, for one).

It was an exciting, sometimes exhausting, decade…but what do the 2020s have in store for technical support and service management? Join us on Wednesday afternoon when our esteemed panel of tech leaders will lay out a roadmap for the near and far future:

• Greg Sanker, CIO, Department of Administrative Services, State of Oregon

• Cindy Leavitt, CIO, Temple University

• Michael Pacitti, Change Leader, Chanel

Roy Atkinson

HDI, Group Principal Analyst

HDI's 2019 Lifetime Achievement Award honoree Roy Atkinson is one of the top influencers in the service and support industry. His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. In his role as Group Principal Analyst, he acts as in-house subject matter expert for HDI and ICMI, bringing his years of experience to the community. He holds a master's certificate in advanced management strategy from Tulane University's Freeman School of Business, and he is a certified HDI Support Center Manager. Follow him on Twitter @RoyAtkinson

Using Hypnosis to Set Your GPS for Success (Your Great Programmable Subconscious)

Thursday | 8:30 AM – 10:00 AM
Location: Conference Hotel
Wayne Lee

For many of us, our minds are littered with detours, potholes, and accidents waiting to happen. Fear, self-doubt, lack of direction, inhibitions of all kinds – these beliefs reside in our subconscious and prevent us from reaching our conscious goals. But if you set your GPS -your Great Programmable Subconscious- for success, you can achieve anything while enjoying the ride of your life.
Through an unforgettable interactive hypnosis presentation, Wayne teaches you positive programming tools to optimize your performance at work and at home. He'll helps you access and harness the power of your subconscious mind to overcome the negative habitual thought patterns which block our productivity. Learn one specific strategy you can use immediately to overcome stress, change limiting beliefs and perform better, as well as a 10-week goal achievement program that will make the message last a lifetime.

Wayne Lee


Wayne’s own journey to excellence has been fueled with an unrelenting passion for empowering people. From a childhood fascination with magic and visualization, Wayne’s gift and passion for seeing great potential and acting on it has grown to international proportions: he one of North America’s premier corporate presenters, a veteran of thousands of successful shows and presentations, a published author, and peak performance coach to professionals of all walks of life.