Keynotes
Big ideas. Fresh perspectives. A serious spark for what's next.
The HDI Service & Support World keynote stage is where inspiration meets action. Across three unforgettable general sessions, you'll hear from world-class speakers who challenge the way you think about leadership, innovation, resilience, and the future of IT. You'll leave energized, equipped with new ideas, and ready to bring that momentum back to your team.
Tuesday General Session | 4:00 PM - 5:00 PM
Kick off the week with fresh perspectives, bold ideas, and the inspiration to make the most of every moment at HDI Service & Support World.
Keynote Panel: A New Era of CX: The Great Experience Convergence
Discover how AI, customer experience, and IT service are coming together, and what it means for the future of your organization.
You'll learn:
Why IT and customer experience can no longer operate separately
How AI is reshaping service delivery
How leading organizations create unified customer experiences
Best for: IT leaders, service management professionals, customer experience teams, support center managers.
Panelists: Nate Brown (Executive Director, CX Accelerator), Mary Cook (Global Contact Center Operations, Slalom), Lee Kemp (SVP of Customer Success & Transformation, PCNA), Phil Verghis (Founder, The Verghis Group)
Wednesday General Session | 8:00 AM - 9:30 AM
Midweek is where momentum builds. Explore leadership, AI, and innovation strategies that will help you lead with confidence and shape what's next.
RAISE THEIR GAME: How to Improve Your Leadership Performance, Impact, and Influence
Learn practical leadership strategies to build stronger teams, inspire better performance, and bring out the best in the people around you.
You'll learn:
Build stronger teams
Develop leadership confidence
Create high-performing cultures
Improve employee engagement
Best for: Managers, directors, aspiring leaders, team leads.
Keynote Speaker: Alan Stein Jr.
About Alan: Alan Stein Jr. is an internationally recognized leadership expert and performance coach who has spent more than two decades helping teams unlock their full potential. Drawing lessons from elite athletes and top organizations, he inspires leaders to elevate performance, strengthen culture, and achieve lasting success.
The Future of Service: AI, Integration, and the New Role of IT
Explore how AI and intelligent integration are transforming IT service—and how to prepare your organization for what's next.
You'll learn:
AI strategy
Enterprise integrations
Future-proofing IT
Human-centered AI
Best for: ITSM leaders, enterprise architects, technology executives.
Keynote Speaker: Rod Mathews, TeamDynamix
About Rod: Rod Mathews is a technology executive and AI strategist with decades of experience helping organizations modernize service, embrace innovation, and navigate digital transformation. He specializes in the evolving role of AI and enterprise technology in IT service management.
Thursday General Session | 8:00 AM – 9:30 AM
Finish the week inspired with forward-looking insights and practical ideas you can take back to your team and put into action.
Innovation in a World of AI
Challenge conventional thinking with fresh ideas that will help you embrace AI, drive innovation, and lead through change with confidence.
You'll learn:
Generative AI
AI agents
Innovation strategy
Future workforce trends
Best for: Anyone preparing their organization for AI transformation.
Keynote Speaker: Shawn Kanungo
About Shawn: Shawn Kanungo is a globally recognized innovation strategist and bestselling author who helps organizations embrace disruption, leverage AI, and prepare for the future of work. His energetic presentations challenge audiences to rethink what's possible.
From Employee Support to Autonomous Operations
See how AI-powered automation is reshaping service delivery and discover practical ways to create faster, smarter support experiences.
You'll learn:
AI-powered service desks
Intelligent automation
Autonomous IT operations
Scaling support teams
Best for: Service desk leaders, IT operations, automation teams.
Keynote Speaker: Andrei Serban, Console
About Andrei: Andrei Serban is a technology entrepreneur and AI leader focused on transforming IT support through intelligent automation and autonomous operations. He helps organizations rethink service delivery to create faster, smarter employee experiences.
Turn Inspiration Into Action
Big ideas deserve bigger conversations. Explore the full conference agenda to discover breakout sessions, workshops, and networking opportunities that help you turn keynote inspiration into real-world results.