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Session 608: Ask the Experts: The Future of Tech Support

Andrew Gilliam (Associate Analyst , HDI)

Doug Tedder (Principal Consultant, Tedder Consulting LLC)

Ben Brennan (Senior IT Director & Author, Verizon Media)

Chris Chagnon (ITSM Architect, Worcester Polytechnic Institute)

Date: Thursday, April 23

Time: 4:00pm - 5:00pm

Pass Type: Premium Package, Standard Package - Get your pass now!

Track: Talking Technology

Vault Recording: TBD

Despite decades of dire predictions of the death of support, tech support survives and thrives. Still, everyone wants to know what the future holds, but they don't always know where to go to get answers. This panel discussion, featuring some of the industry's leading and emerging experts, will be an open forum where attendees can get answers to all of their burning tech support questions.

• When it comes to IT, are humans obsolete?
• What are the implications of AI, machine learning, etc. for tech support? Will tech support be obsolete by the end of the decade?
• In the next 3-5 years, what are the major opportunities for support professionals? Support organizations?
• How can support professionals future-proof their careers?
• How can organizations future-proof their IT and support ecosystems?

Led by HDI’s Andrew Gilliam and packed with valuable insights, this panel discussion will undoubtedly demonstrate the important business benefits that tech support has now and will continue to have in the years to come.