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Save up to $400 with early bird savings when you register by Feb. 28!

Maximizing 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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Building and Leading a World-Class Culture

The sessions in this track deliver strategic guidance for building and leading a rock-solid culture. Learn best practices for connecting a global team, building trust, unlocking your team’s potential, and creating a culture of customer care—you’ll even discover Star Wars’ secrets of the Leadership Force!

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Revolutionizing the Customer Experience

Customer experience (CX) should be a priority for all parts of your business. To be sure your CX program is optimized to sustain continued growth and improvement, it’s essential that you stay ahead of the latest trends and innovations in customer experience. So, how well is your tech support team keeping up with customers’ ever-evolving demands and business needs? Does your IT department work cross-functionally in an effort to deliver world-class support that ultimately improves how your customers interact with and perceive your organization’s brand?

This track takes a deep dive into the true impact of a exceptional customer experience. You’ll walk away invigorated, with a fresh action plan for designing and implementing new and innovative CX 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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