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We're working hard to pull together the 2020 program, and it is shaping up to be another great year! We will announce it in early November. Sign up to be among the first to know when it is released.

If you need to make a business case to attend based on what you will learn, please reference what was offered last year. Conference sessions are organized into tracks (categories) to ensure the proper distribution of session topics. All tracks are listed below.

Putting Metrics to Work

The sessions in this track delve into the metrics and KPIs your organization should be measuring, how to put metrics to work to drive better business outcomes, how to take the appropriate actions for continuous improvement, and, above all, how to make the metrics your organization uses matter.

See list of sessions

Maximizing People, Culture, and Performance

The sessions in this track cover everything from transforming the way people work and influencing an organization’s culture to ensuring that value can be achieved and sustained for the long term. Learn about the best practices, strategies, philosophies, methodologies, and approaches that will help your staff excel and transform into high-functioning, successful individuals and teams.

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Revolutionizing the Customer Experience

The sessions in this track focus on clearly identifying the customer needs, designing and implementing new and innovative approaches to providing support, streamlining the feedback process, and using the results to tell a compelling story that engages customers, executives, and stakeholders.

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Talking Technology

The sessions in this track cover emerging innovations in the ever-changing technology landscape. Take a deep dive into the tools and best practices that are supporting the expansion of service management, automation and artificial intelligence, cybersecurity, and more.

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Optimizing the Support Organization

The sessions in this track dive into the concepts and best practices that promote process improvement and operational efficiency and effectiveness. Learn how to optimize day-to-day operations and implement new strategies, while maintaining your focus on quality assurance and continuous service improvement.

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Modernizing Service Management

Learn various techniques from industry experts who will share their experiences on how to modernize service management, from recent developments in ITIL to chatbots, knowledge management to incident response, chatbots and self-help to configuration management, enterprise service management, and more.

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Pursuing Service Excellence

The sessions in this track will take a deep dive into the elements of strategic service and support, including managing support as a business, consolidating operations, innovating rapidly and effectively, rightsourcing, and responding to security breaches.

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