Browse, filter, and select your list of sessions and activities. You can plan your schedule in advance and access it before and during the show via export or the conference app. This tool is provided for your convenience and does not guarantee admission to the sessions you select. Adding a session to your schedule does not register you for any preconference training or workshops.
Pre-Conference Training Breakfast
Location: TBD
Pass Type: Premium Package, Standard Package
Track: General Event
Location: TBD
Pass Type: Premium Package, Standard Package
Track: General Event
Pre-1: Three-day Workshop: HDI Support Center Director
Speaker: John Custy (JPC Group)
Location: TBD
Track: 3-Day Preconference Training
Pre-2: Three-day Workshop: HDI Support Center Manager
Speaker: Randy Celaya (Randy Celaya)
Location: TBD
Track: 3-Day Preconference Training
Pre-3: Three-day Workshop: HDI Desktop Support Manager
Speaker: Deborah Monroe (Ignite Achievements Intl.)
Location: TBD
Track: 3-Day Preconference Training
Pre-4: Three-day Workshop: KCS Principles
Speaker: Julie Mohr (JulieLMohr.com)
Location: TBD
Track: 3-Day Preconference Training
Pre-6: Three-day Workshop: ITIL 4
Speaker: Keplyn Robinson
Location: TBD
Track: 3-Day Preconference Training
Pre-Conference Training Breakfast
Location: TBD
Pass Type: Premium Package, Standard Package
Track: General Event
Location: TBD
Pass Type: Premium Package, Standard Package
Track: General Event
Pre-1: Three-day Workshop: HDI Support Center Director
Speaker: John Custy (JPC Group)
Track: 3-Day Preconference Training
Pre-2: Three-day Workshop: HDI Support Center Manager
Speaker: Randy Celaya (Randy Celaya)
Location: Room 304
Track: 3-Day Preconference Training
Pre-3: Three-day Workshop: HDI Desktop Support Manager
Speaker: Deborah Monroe (Ignite Achievements Intl.)
Location: Room 303
Track: 3-Day Preconference Training
Pre-4: Three-day Workshop: KCS Principles
Speaker: Julie Mohr (JulieLMohr.com)
Location: Room 306
Track: 3-Day Preconference Training
Pre-5: Two-day Workshop: HDI Support Center Team Lead
Speaker: Rae Ann Bruno (Business Solutions Training, INc.)
Location: TBD
Track: 2-Day Preconference Training
Pre-6: Three-day Workshop: ITIL 4
Speaker: Keplyn Robinson
Location: Room 307
Track: 3-Day Preconference Training
Pre-7: Two-day Workshop: Customer Experience Accelerator Bootcamp
Speaker: Nate Brown (Officium Labs)
Location: TBD
Track: 2-Day Preconference Training
Pre-8: Two-day Workshop: Service Management Optimization
Speaker: Doug Tedder (Tedder Consulting LLC)
Location: TBD
Track: 2-Day Preconference Training
Pre-9: Two-day Workshop: Succeeding with Metrics
Speaker: Jeffrey Rumburg (MetricNet, LLC)
Location: TBD
Track: 2-Day Preconference Training
Location: TBD
Pass Type: Premium Package, Standard Package
Track: General Event
Location: TBD
Pass Type: Premium Package, Standard Package
Track: General Event
Pre-1: Three-day Workshop: HDI Support Center Director
Speaker: John Custy (JPC Group)
Track: 3-Day Preconference Training
Pre-2: Three-day Workshop: HDI Support Center Manager
Speaker: Randy Celaya (Randy Celaya)
Location: Room 304
Track: 3-Day Preconference Training
Pre-3: Three-day Workshop: HDI Desktop Support Manager
Speaker: Deborah Monroe (Ignite Achievements Intl.)
Location: Room 303
Track: 3-Day Preconference Training
Pre-4: Three-day Workshop: KCS Principles
Speaker: Julie Mohr (JulieLMohr.com)
Location: Room 306
Track: 3-Day Preconference Training
Pre-5: Two-day Workshop: HDI Support Center Team Lead
Speaker: Rae Ann Bruno (Business Solutions Training, INc.)
Location: Room 101
Track: 2-Day Preconference Training
Pre-6: Three-day Workshop: ITIL 4
Speaker: Keplyn Robinson
Location: Room 307
Track: 3-Day Preconference Training
Pre-7: Two-day Workshop: Customer Experience Accelerator Bootcamp
Speaker: Nate Brown (Officium Labs)
Location: Room 102
Track: 2-Day Preconference Training
Pre-8: Two-day Workshop: Service Management Optimization
Speaker: Doug Tedder (Tedder Consulting LLC)
Location: Room 103
Track: 2-Day Preconference Training
Pre-9: Two-day Workshop: Succeeding with Metrics
Speaker: Jeffrey Rumburg (MetricNet, LLC)
Track: 2-Day Preconference Training
Pre-11: One-day Workshop: MasterMinds: Higher Education
Speakers: Megan Selva (HDI), Andrew Gilliam (HDI)
Location: TBD
Pass Type: Premium Package
Track: 1-Day Preconference Workshop
Pre-12: One-day Workshop: MasterMinds: Service and Support Leadership
Speaker: Fancy Mills (HDI)
Location: TBD
Pass Type: Premium Package
Track: 1-Day Preconference Workshop
Pre-13: One-day Workshop: MasterMinds: Healthcare
Speaker: Amy Eisenberg
Location: TBD
Pass Type: Premium Package
Track: 1-Day Preconference Workshop
Pre-14: One-day Workshop: MasterMinds: Desktop Support
Speaker: Roy Atkinson (HDI)
Location: TBD
Pass Type: Premium Package
Track: 1-Day Preconference Workshop
Pre-15: One-day Workshop: Exploring ITIL4 with the MarsLander Simulation
Speakers: Paul Wilkinson (GamingWorks), Gina Gibson (Gibson Group)
Location: TBD
Pass Type: Premium Package
Track: 1-Day Preconference Workshop
Pre-16: One-day Workshop: Core Motive: Your Superpower for Decoding Human Potential!
Speaker: Glynis Devine (Glynis E. Devine)
Location: TBD
Pass Type: Premium Package
Track: 1-Day Preconference Workshop
The Third Door: How to Dream Bigger, Achieve Your Goals & Find Success
Speaker: Alex Banayan
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Keynote
Welcome Reception in the Expo Hall
Location: TBD
Pass Type: Premium Package, Standard Package
Track: General Event
Breakfast for Breakfast Briefings
Location: TBD
Pass Type: Premium Package, Standard Package
Track: General Event
Location: TBD
Pass Type: Premium Package, Standard Package
Track: General Event
Executive Connections Breakfast and Meeting: Focus on Business Transformation
Speaker: Patricia Blackstaffe (Strategic Sense Inc.)
Location: TBD
Pass Type: Executive Connections, Premium Package, Standard Package
Track: General Event
Location: TBD
Pass Type: Premium Package, Standard Package
Track: General Event
Location: TBD
Pass Type: Premium Package, Standard Package
Track: General Event
Expectation & The Predetermined Outcome: A View Through the Blue
Speaker: Randall Jaynes
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Keynote
Session 101: Building an Engaged Global Team, One Connection at a Time
Speaker: Jason Stonehouse (Akamai Technologies)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Building and Leading a World-Class Culture
Session 102: The Secrets to Effective Onboarding: Helping Analysts Thrive
Speaker: Jeff Toister (Toister Performance Solutions, Inc.)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Maximizing Performance
Session 103: The Experience Economy Is Here: What It Means for the Future of Customer Experience
Speaker: Elisabeth Zornes (Zendesk, Inc.)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Revolutionizing the Customer Experience
Session 104: Taking Desktop Support to the Next Level at Emory Healthcare
Speakers: Shundale Varnado (Emory Healthcare), Lionel Clark
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Optimizing the Support Organization
Session 105: ITIL 4: What's All the Fuss?
Speakers: John Custy (JPC Group), Roy Atkinson (HDI)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Modernizing Service Management
Session 106: Top 10 Reasons Why Knowledge Management Initiatives Fail (and How to Avoid Them
Speaker: Julie Mohr (JulieLMohr.com)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Modernizing Service Management
Session 107: Driving True Business Value Through Service Management
Speaker: Valence Howden (Infotech Research Group)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Modernizing Service Management
Session 108: Beyond World-Class: What to Do After You've Achieved Best-in-Industry Support
Speaker: Ben Brennan (Verizon Media)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Pursuing Service Excellence
Session 201: Leaders Building Trust: Restoring Belief and Confidence in Leadership
Speaker: Lea Brovedani (Sagacity Consulting LLC)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Building and Leading a World-Class Culture
Session 202: Hire, Develop, Promote, Repeat: Develop a Recruiting Pipeline
Speaker: Darryl Jacoby (Johns Hopkins Applied Physics Lab)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Maximizing Performance
Session 203: The New Generation of Customer Experience Metrics
Speaker: Nate Brown
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Revolutionizing the Customer Experience
Session 204: How Walk-Up Support Can Transform the Customer Experience
Speaker: Justin Menapace (Freddie Mac)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Revolutionizing the Customer Experience
Session 205: BOOM Goes the Incident!
Speakers: Matt Lacy (Texas A&M University - Division of Information Technology), Scotty Shepherd (Texas A&M University - Division of Information Technology)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Optimizing the Support Organization
Session 206: Code BCP: A Real-Life Lesson in Business Continuity Planning
Speaker: Stephen McMillan (Mercury Insurance)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Modernizing Service Management
Session 207: AI Comes to ITSM: Service Desk Apocalypse or Renaissance?
Speaker: Doug Tedder (Tedder Consulting LLC)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Talking Technology
Session 208: Innovating in ITSM: A Mad Scientist's Perspective on Continual Process Improvement
Speaker: Chris Chagnon (Worcester Polytechnic Institute (WPI))
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Talking Technology
Session 308: There's Gold in the Sea: Capturing Value Through Business Intelligence
Speakers: Michealle Hanshaw (Clearwater), Jade Kahn
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Talking Technology
Executive Connections Luncheon and Networking
Speaker: Patricia Blackstaffe (Strategic Sense Inc.)
Location: TBD
Pass Type: Executive Connections, Premium Package, Standard Package
Track: General Event
Session 301: How to Build a Help Desk That Champions Your Culture
Speaker: Don Varela (Navy Federal Credit Union)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Building and Leading a World-Class Culture, Service Excellence
Session 302: Empowerment: How to Take Your Team Beyond Satisfaction and Engagement
Speaker: Fancy Mills (HDI)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Maximizing Performance
Session 303: CX Principles Every Service Desk Should Leverage
Speaker: Rebecca Roemen (TTEC)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Revolutionizing the Customer Experience
Session 304: Debating Data: The Role of FCR in the 21st-Century Support Organization
Speakers: Roy Atkinson (HDI), Andrew Gilliam (HDI)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Optimizing the Support Organization
Session 305: Using ITIL 4 to Create, Deliver, and Support Services
Speaker: Roman Jouravlev (Axelos)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Modernizing Service Management
Session 306: Shifting from Task-Oriented to Value-Driven Service Management: A Case Study in Change
Speaker: Alma Miller (AC Miller Consulting)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Modernizing Service Management
Session 307: The Business of Chatbots: Creating Customer Service and Reducing Costs
Speaker: James Vernon (StarTek)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Talking Technology
Session 606: Changing Change: The Importance of Holistic Process Improvement
Speaker: Paul Fordiani (Acuity, Inc)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Modernizing Service Management
The Roaring '20s: What's Ahead for Service and Support?
Speakers: Roy Atkinson (HDI), Cindy Leavitt (Temple University), Greg Sanker , Patricia Blackstaffe (Strategic Sense Inc.), Michael Pacitti (Chanel)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Keynote
Location: TBD
Pass Type: Premium Package, Standard Package
Track: General Event
Speaker: LESLIE OFLAHAVAN (E-WRITE)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Optimizing the Support Organization
Breakfast Briefing: IT's Role in a CX Strategy
Speaker: Andrew Pritchard (Perspectium)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Revolutionizing the Customer Experience
Breakfast Briefing: May the Leadership Force Be with You: Leadership Lessons from Star Wars
Speaker: Krista Ciccozzi (ExamWorks)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Building and Leading a World-Class Culture
Breakfast Briefing: Mia San Mia: Workplace Culture Lessons from the Soccer Pitch
Speaker: Doug Rabold (Bold Ray Consulting)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Building and Leading a World-Class Culture
Breakfast Briefing: New Supervisors and the Dreaded Firsts
Speaker: Richard Sykora (Blackbaud)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Maximizing Performance
Breakfast Briefing: Road Trip!: Destination, Change Management
Speaker: Kyle Boatsman (Texas A&M University)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Modernizing Service Management
Location: TBD
Pass Type: Premium Package, Standard Package
Track: General Event
Using Hypnosis to Set Your GPS for Success (Your Great Programmable Subconscious)
Speaker: Wayne Lee
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Keynote
Session 401: Creating a Culture of Customer Care: The New Support Model
Speaker: Mike Weber (National Information Solutions Cooperative (NISC))
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Building and Leading a World-Class Culture
Session 402: 5-Star Leaders, or the Leaders Who Changed Our Lives
Speaker: Kirk Weisler (TEAM DYNAMICS LLD)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Building and Leading a World-Class Culture
Session 403: The Journey to a Customer-Focused Culture
Speaker: Jeff Toister (Toister Performance Solutions, Inc.)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Revolutionizing the Customer Experience
Session 404: Reaching for the Sky: IT Support Transitions to the Cloud
Speaker: Glenn Setliff (Duke University School of Nursing)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Talking Technology
Session 405: Service Desk Agility: Is That a Thing?
Speaker: Ric Mims (Precision Task Group)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Modernizing Service Management
Session 406: The Executive View: The CIO's Perspective on IT Service Management
Speaker: Greg Sanker
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Modernizing Service Management
Session 407: Flexible Scheduling: Working When, How, and Where You're Most Successful
Speaker: Chris Hanna (Evolving Management)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Pursuing Service Excellence
Session 501: Leaders Who Listen: Unlock Your Team's Potential by Hearing Them
Speaker: Jason Wischer (1WISCH)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Building and Leading a World-Class Culture
Session 502: More Than Overhead: Using Specialization to Foster Team Operations and Efficiency
Speaker: Andrea Silas (DreamHost)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Maximizing Performance
Speaker: Doug Rabold (Bold Ray Consulting)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Revolutionizing the Customer Experience
Session 504: Debating Data: The Role of CSAT in the 21st-Century Support Organization
Speakers: Nate Brown , Andrew Gilliam (HDI)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Optimizing the Support Organization
Session 505: Executive Session: Incident Management: Strategies for Successful Implementation
Speaker: Deborah Saks
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Talking Technology
Session 506: Knowledge is Key to Implementing a Successful BOT Strategy
Speaker: Julie Mohr (JulieLMohr.com)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Modernizing Service Management
Session 507: What About Desktop?: A Case Study on Field Support at Boston University
Speakers: Jill Beckman (Boston University), Mark Kimionakis (Boston University)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Optimizing the Support Organization
Session 603: Igniting Employee Engagement and Boosting Agent Retention
Speaker: Christopher Mulligan (TALENTKEEPERS)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Maximizing Performance
Executive Connections Luncheon and Networking
Speaker: Patricia Blackstaffe (Strategic Sense Inc.)
Location: TBD
Pass Type: Executive Connections, Premium Package, Standard Package
Track: General Event
Location: TBD
Prize Giveaway in the Expo Hall
Location: TBD
Pass Type: Premium Package, Standard Package
Track: General Event
Session 601: The Executive View: A Coach's Perspective on Leading at the Top
Speaker: Patricia Blackstaffe (Strategic Sense Inc.)
Location: TBD
Pass Type: Executive Connections, Premium Package, Standard Package
Track: Pursuing Service Excellence
Session 602: Know Your Employee Engagement Score!
Speaker: Jeffrey Rumburg (MetricNet, LLC)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Maximizing Performance
Session 604: Using Neuroscience to Increase Customer Satisfaction and Engagement
Speaker: Robert Norris (ITS Partners)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Revolutionizing the Customer Experience
Session 605: Why Surveys Stink, and Practical Ways to Fix Them
Speaker: Andrew Gilliam (HDI)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Optimizing the Support Organization
HDI Awards Celebration with the Blue Man Group
Location: TBD
Pass Type: Premium Package, Standard Package
Track: General Event
Thursday Night Fever Conference Party
Location: TBD
Pass Type: Executive Connections, Premium Package, Standard Package
Track: General Event
Executive Connections Breakfast and Meeting: Focus on Business Transformation
Speaker: Patricia Blackstaffe (Strategic Sense Inc.)
Location: TBD
Pass Type: Executive Connections, Premium Package, Standard Package
Track: General Event
Executive Connections Breakfast and Meeting
Speaker: Patricia Blackstaffe (Strategic Sense Inc.)
Location: TBD
Pass Type: Executive Connections, Premium Package, Standard Package
Track: General Event
Location: TBD
Pass Type: Premium Package, Standard Package
Track: General Event
Location: TBD
Pass Type: Premium Package, Standard Package
Track: General Event
Session 701: Star Trek and Conflict: Even Klingons Can Be Reasonable
Speakers: Denis Rudd (New Horizons Pittsburgh), Tom Wilk (CMU)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Maximizing Performance
Session 702: When, Not If: Lessons in Cyber-Security
Speaker: David Moskowitz (Creative Disruptions LLC)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Optimizing the Support Organization
Session 703: Wow Your Customers, Don't Just Satisfy Them
Speaker: Rae Ann Bruno (Business Solutions Training, INc.)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Revolutionizing the Customer Experience
Session 704: Defining "Good" for IT Ecosystem Event Monitoring
Speaker: Jay Nesselroad (Worldpay)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Modernizing Service Management
Session 705: Swarming: Culture First
Speakers: Kara Bereman (The Home Depot), Daniel Byer (The Home Depot)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Pursuing Service Excellence
Session 801: Indifferent...Intrigued...Engaged!: Taking Employees from Zero to Hero
Speaker: Garilynn Wollard (Entertainment Partners)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Maximizing Performance
Session 802: But How Do I Shift Left?
Speaker: Richard Sykora (Blackbaud)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Optimizing the Support Organization
Session 803: Digital Wizards, Walk-Up Services, Chat Support: Transforming Customer Success!
Speakers: Jill Weber (Northwestern Mutual), Marlin Hill (Northwestern Mutual)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Revolutionizing the Customer Experience
Session 804: Using Agile to Support Continual Improvement
Speaker: Jessica Alfaro (Acuity, Inc.)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Modernizing Service Management
Session 805: Hand Over the Logs and No One Gets Hurt
Speaker: Brett Dunst (DreamHost)
Location: TBD
Pass Type: Premium Package, Standard Package
Track: Pursuing Service Excellence, Service Excellence