2026 Schedule

All organizations desire to improve service delivery, but many struggle to progress beyond achieving subtle change. In today's fast-paced environment, CIOs, IT directors, and support managers need proven strategies to drive meaningful, sustained transformation. Join this facilitated roundtable session to learn how BlueCross Blue Shield of South Carolina and D. A. Davidson have utilized their partnership with HDI to guide their journey toward continual service improvement within their organizations. Angela Fawver, AVP Technology Support at Blue Shield Blue Cross of South Carolina and Zach Swartz, VP, Director of Technology Services at D.A. Davidson will provide insight into their objectives to transform their support organization, the paths chosen, and their challenges and successes. Walk away from this session understanding how to leverage HDI services, frameworks and resources to plan and track your organization’s journey to improvement.