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: Meeting Room Foyers
Pass Type: Conference Workshop
Track: General Event
Location: Wekiwa Foyer
Pass Type: Conference Workshop
Track: General Event
Pre-1: HDI Support Center Director
Speaker: John Custy (JPC Group)
Location: Wekiwa 5
Pass Type: Conference Workshop
Track: 3-Day Preconference Training
Pre-2: HDI Support Center Manager
Speaker: Randy Celaya (The Coaching Bridge)
Location: Wekiwa 6
Pass Type: Conference Workshop
Track: 3-Day Preconference Training
Pre-3: HDI Desktop Support Manager
Speaker: Rae Ann Bruno (Business Solutions Training)
Location: Wekiwa 9
Pass Type: Conference Workshop
Track: 3-Day Preconference Training
Speaker: Julie Mohr (JulieLMohr.com)
Location: Wekiwa 7/8
Pass Type: Conference Workshop
Track: 3-Day Preconference Training
Pre-Conference Training Breakfast
Location: Meeting Room Foyers
Pass Type: Conference Workshop
Track: General Event
Location: Panzacola Foyer
Pass Type: Conference Workshop, Conference and Expo Package, Executive Connections
Track: General Event
Pre-1: HDI Support Center Director
Speaker: John Custy (JPC Group)
Location: Wekiwa 5
Pass Type: Conference Workshop
Track: 3-Day Preconference Training
Pre-2: HDI Support Center Manager
Speaker: Randy Celaya (The Coaching Bridge)
Location: Wekiwa 6
Pass Type: Conference Workshop
Track: 3-Day Preconference Training
Pre-3: HDI Desktop Support Manager
Speaker: Rae Ann Bruno (Business Solutions Training)
Location: Wekiwa 9
Pass Type: Conference Workshop
Track: 3-Day Preconference Training
Speaker: Julie Mohr (JulieLMohr.com)
Location: Wekiwa 7/8
Pass Type: Conference Workshop
Track: 3-Day Preconference Training
Pre-5: HDI Support Center Team Lead
Speaker: Deborah Monroe (Ignite Achievements Int'l)
Location: Wekiwa 3
Pass Type: Conference Workshop
Track: 2-Day Preconference Training
Pre-6: Service Management Optimization
Speaker: Keplyn Robinson (Robinson Consulting)
Location: Wekiwa 4
Pass Type: Conference Workshop
Track: 2-Day Preconference Training
Pre-7: Succeeding With Metrics! Leveraging KPIs For Continuous Service Improvement
Speaker: Jeff Rumburg (MetricNet, LLC)
Location: Wekiwa 2
Pass Type: Conference Workshop
Track: 2-Day Preconference Training
Speaker: Doug Tedder (Tedder Consulting LLC)
Location: Wekiwa 1
Pass Type: Conference Workshop
Track: 2-Day Preconference Training
Location: Meeting Room Foyers
Pass Type: Conference Workshop, Conference and Expo Package
Track: General Event
Location: Panzacola Foyer
Pass Type: Conference Workshop, Conference and Expo Package, Executive Connections
Track: General Event
Pre-1: HDI Support Center Director
Speaker: John Custy (JPC Group)
Location: Wekiwa 5
Pass Type: Conference Workshop
Track: 3-Day Preconference Training
Pre-2: HDI Support Center Manager
Speaker: Randy Celaya (The Coaching Bridge)
Location: Wekiwa 6
Pass Type: Conference Workshop
Track: 3-Day Preconference Training
Pre-3: HDI Desktop Support Manager
Speaker: Rae Ann Bruno (Business Solutions Training)
Location: Wekiwa 9
Pass Type: Conference Workshop
Track: 3-Day Preconference Training
Speaker: Julie Mohr (JulieLMohr.com)
Location: Wekiwa 7/8
Pass Type: Conference Workshop
Track: 3-Day Preconference Training
Pre-5: HDI Support Center Team Lead
Speaker: Deborah Monroe (Ignite Achievements Int'l)
Location: Wekiwa 3
Pass Type: Conference Workshop
Track: 2-Day Preconference Training
Pre-6: Service Management Optimization
Speaker: Keplyn Robinson (Robinson Consulting)
Location: Wekiwa 4
Pass Type: Conference Workshop
Track: 2-Day Preconference Training
Pre-7: Succeeding With Metrics! Leveraging KPIs For Continuous Service Improvement
Speaker: Jeff Rumburg (MetricNet, LLC)
Location: Wekiwa 2
Pass Type: Conference Workshop
Track: 2-Day Preconference Training
Speaker: Doug Tedder (Tedder Consulting LLC)
Location: Wekiwa 1
Pass Type: Conference Workshop
Track: 2-Day Preconference Training
Pre-10: MasterMinds: Healthcare
Speaker: Amy Eisenberg (HDI/ICMI)
Location: Panzacola H-1
Pass Type: Conference Workshop, Conference and Expo Package
Track: 1-Day Preconference Workshop
Pre-11: MasterMinds: Desktop Support
Speaker: Roy Atkinson (HDI)
Location: Panzacola H-4
Pass Type: Conference Workshop, Conference and Expo Package
Track: 1-Day Preconference Workshop
Pre-12: MasterMinds: Support Center Leadership
Speaker: Fancy Mills (UBM)
Location: Panzacola G-1
Pass Type: Conference Workshop, Conference and Expo Package
Track: 1-Day Preconference Workshop
Pre-13: Security Fundamentals for the Support Center
Speakers: James Stanger (CompTIA), Stephen Schneiter (CompTIA)
Location: Panzacola H-3
Pass Type: Conference Workshop, Conference and Expo Package
Track: 1-Day Preconference Workshop, Service Management
Pre-14: Communicate with Impact: Elevate Yourself as a Leader
Speaker: Olinda Hubbs (Southern Illinois University)
Location: Panzacola G-2
Pass Type: Conference Workshop, Conference and Expo Package
Track: 1-Day Preconference Workshop
Pre-15: The Foundations of Relationship Agility
Speaker: Simone Moore (SJM)
Location: Sebastian I-1
Pass Type: Conference Workshop, Conference and Expo Package
Track: 1-Day Preconference Workshop, Service Management
Pre-9: MasterMinds:Higher Education
Speaker: Megan Selva (HDI/ICMI)
Location: Panzacola H-2
Pass Type: Conference Workshop, Conference and Expo Package
Track: 1-Day Preconference Workshop
Speaker: Libby Gill (Libby Gill & Company)
Location: Sebastian Ballroom
Pass Type: Conference and Expo Package, Executive Connections
Track: Keynote
Location: Gatlin Exhibit Hall
Pass Type: Conference and Expo Package, Executive Connections
Track: General Event
Location: Gatlin Exibit Hall
Pass Type: Conference and Expo Package, Executive Connections
Track: General Event
Breakfast for Breakfast Briefings
Location: Meeting Room Foyers
Pass Type: Conference and Expo Package, Executive Connections
Track: General Event
Executive Connections Breakfast & Meeting
Location: Conway
Pass Type: Executive Connections
Track: General Event
Location: Panzacola Foyer
Pass Type: Conference and Expo Package, Executive Connections
Track: General Event
Breakfast Briefing: 5 Lessons on How to Operationalize Empathy into your Business
Speaker: Megan Trotter (Zendesk)
Location: Panzacola H1/2
Pass Type: Conference and Expo Package, Executive Connections
Track: Breakfast Briefing
Format: Breakfast Briefing
Breakfast Briefing: Extreme Makeover: The Automated Service Desk in 2019
Speakers: Roy Atkinson (HDI), Doron Youngerwood (SysAid)
Location: Panzacola G-1
Pass Type: Conference and Expo Package, Executive Connections
Track: Breakfast Briefing
Format: Breakfast Briefing
Breakfast Briefing: How Can AI Differentiate Your Service Desk?
Speaker: Vesna Soraic (Micro Focus)
Location: Panzacola F3/4
Pass Type: Conference and Expo Package, Executive Connections
Track: Breakfast Briefing
Format: Breakfast Briefing
Breakfast Briefing: The Future of Service is Cognitive
Speaker: Lorna Russell (BMC Software)
Location: Panzacola G-2
Pass Type: Conference and Expo Package, Executive Connections
Track: Breakfast Briefing
Format: Breakfast Briefing
Breakfast Briefing: Toward More Mature ITSM: Meeting Demand in Education, Government, and Healthcare
Speaker: Andrew Graf (TeamDynamix)
Location: Panzacola H3/4
Pass Type: Conference and Expo Package, Executive Connections
Track: Breakfast Briefing
Format: Breakfast Briefing
Customer Case Study: Thomas Jefferson University and Jefferson Health
Speakers: Sam Armstrong (LogMeIn), Matthew Ernst (Thomas Jefferson University), Paul Pierson (Thomas Jefferson University)
Location: Panzacola F1/2
Pass Type: Conference and Expo Package, Executive Connections
Track: Breakfast Briefing
Format: Breakfast Briefing
Keynote: 5 Steps to Make the Impossible Possible
Speaker: Ben Nemtin
Location: Sebastian Ballroom
Pass Type: Conference and Expo Package, Executive Connections
Track: Keynote
Session 101: Your Metrics Are Talking to You...But Are You Listening?
Speaker: Roy Atkinson (HDI)
Location: Panzacola G-2
Pass Type: Conference and Expo Package, Executive Connections
Track: Metrics, Service Management
Format: Session
Session 102: How to Write Like a Human in an Age of Speed
Speakers: Jeff Toister (Toister Performance Solutions, Inc.), Leslie O'Flahavan (E-WRITE)
Location: Panzacola F1/2
Pass Type: Conference and Expo Package, Executive Connections
Track: Customer Experience, People, Culture, and Performance
Format: Session
Session 103: Creating a Positive Culture: The View from the C-Suite
Speaker: Cindy Leavitt (Temple University)
Location: Sebastian I-1
Pass Type: Conference and Expo Package, Executive Connections
Track: People, Culture, and Performance
Format: Case Study
Session 104: Business Process Improvement on a Shoe-String Budget
Speaker: Rachel Mulry (SMU)
Location: Panzacola F3/4
Pass Type: Conference and Expo Package, Executive Connections
Track: Service Optimization, Customer Experience
Format: Case Study
Session 105: We've Been Hacked: Why Security Needs All Hands on Deck
Speaker: Phyllis Drucker (Linium)
Location: Sebastian I-3
Pass Type: Conference and Expo Package, Executive Connections
Track: Service Excellence
Format: Session
Session 106: Feed the Bots: Strategies to Improve Chatbots Through Knowledge
Speaker: Julie Mohr (JulieLMohr.com)
Location: Panzacola H1/2
Pass Type: Conference and Expo Package, Executive Connections
Track: Service Management, Service Optimization
Format: Panel
Session 107: Automation: The Next Big Service Desk Initiative
Speakers: Willette Glenn (PepsiCo), Bobby Rubio
Location: Panzacola G-1
Pass Type: Conference and Expo Package, Executive Connections
Track: Technology
Format: Case Study
Session 108: People Strategy: An Agile Experiential Revolution
Speaker: Patricia Blackstaffe (Strategic Sense)
Location: Sebastian I-2
Pass Type: Conference and Expo Package, Executive Connections
Track: People, Culture, and Performance
Format: Session
Session 109: Duck, Duck, Goose, and the Black Swan: Modernizing Incident Response
Speaker: Dave Cliffe (PagerDuty)
Location: Panzacola H3/4
Pass Type: Conference and Expo Package, Executive Connections
Track: Service Management, Service Optimization
Format: Session
Session 201: Chat for Technical Support: First American's Continuing Journey Toward Best Practice
Speaker: Mary Cruse (First American Corp)
Location: Panzacola G-2
Pass Type: Conference and Expo Package, Executive Connections
Track: Technology
Format: Session
Session 202: Oh, You Meant That?: Setting and Managing Expectations
Speaker: Lou Hunnebeck (DXC Fruition)
Location: Panzacola G-1
Pass Type: Conference and Expo Package, Executive Connections
Track: Customer Experience
Format: Session
Session 203: Autonomous Leaders: Creating a Self-Managed Team
Speaker: Gina Montague (Infinite Campus)
Location: Panzacola H1/2
Pass Type: Conference and Expo Package, Executive Connections
Track: People, Culture, and Performance
Format: Case Study
Session 204: Northwestern Mutual's Service Transformation
Speaker: Jeremy Lewandowski (Northwestern Mutual)
Location: Sebastian I-2
Pass Type: Conference and Expo Package, Executive Connections
Track: Service Optimization, Service Excellence
Format: Case Study
Session 205: Radical Success: Managing Service and Support as a Business
Speaker: Jeff Rumburg (MetricNet, LLC)
Location: Panzacola H3/4
Pass Type: Conference and Expo Package, Executive Connections
Track: Service Excellence, Service Optimization
Format: Session
Session 206: ITIL 4: What's It All About?
Speakers: John Custy (JPC GROUP), Donna Knapp (ITSM Academy)
Location: Panzacola F1/2
Pass Type: Conference and Expo Package, Executive Connections
Track: Service Management, Customer Experience
Format: Session
Session 207: CX Advocacy in a Digitally Transforming, Multichannel World
Speakers: Jan Dietz (Stefanini), Taffany Van Rossen (Stefanini)
Location: Sebastian I-3
Pass Type: Conference and Expo Package, Executive Connections
Track: Customer Experience, Service Management
Format: Session
Session 208: Finding the Right Fit: Making the Right Hires, Right Now
Speaker: Jim Johnson (Robert Half Technology)
Location: Panzacola F3/4
Pass Type: Conference and Expo Package, Executive Connections
Track: People, Culture, and Performance
Format: Case Study
Session 209: The Emerging Tech Hat Trick: Changes at the Help Desk
Speaker: James Stanger (CompTIA)
Location: Sebastian I-4
Pass Type: Conference and Expo Package, Executive Connections
Track: Technology
Format: Session
Session 210: Taking Support to the Next Level: Communication, Collaboration, Coordination
Speaker: Vincent Geffray (Everbridge)
Location: Sebastian I-1
Pass Type: Conference and Expo Package, Executive Connections
Track: Service Optimization
Format: Session
Location: Gatlin Exhibit Hall
Pass Type: Conference and Expo Package, Executive Connections
Track: General Event
Overcome Your Tier 1 Support Challenges
Speaker: Mark Hodgen (Ivanti)
Pass Type: Conference and Expo Package, Executive Connections, Expo Only Pass
Track: Solution Spotlight Sessions
How to Achieve True Off-Boarding Ease
Speaker: Ruben Franzen (TOPdesk)
Pass Type: Conference and Expo Package, Executive Connections, Expo Only Pass
Track: Solution Spotlight Sessions
Mitigating Data Breaches by Securing the Credentials Used by the Service Desk
Speaker: Bryan Hood (BeyondTrust)
Pass Type: Conference and Expo Package, Executive Connections, Expo Only Pass
Track: Solution Spotlight Sessions
Support Center - Going Beyond IT
Speaker: Brian Grinstead (Indian Prairie School District 204)
Pass Type: Conference and Expo Package, Executive Connections, Expo Only Pass
Track: Solution Spotlight Sessions
Session 301: "As You Wish": Enabling the Power of Story with Your Data
Speaker: Adam Rauh (Tableau.com)
Location: Panzacola F1/2
Pass Type: Conference and Expo Package, Executive Connections
Track: Metrics, Technology
Format: Session
Session 302: Boondoggle to Beneficial: Rethinking Customer Surveys
Speaker: Andrew Gilliam (Western Kentucky University)
Location: Panzacola G-1
Pass Type: Conference and Expo Package, Executive Connections
Track: Customer Experience
Format: Session
Session 303: The Language of Listening: Drive Results and Employee Engagement
Speaker: Jason Wischer (1WISCH)
Location: Panzacola G-2
Pass Type: Conference and Expo Package, Executive Connections
Track: People, Culture, and Performance
Format: Session
Session 304: Agile Service Delivery: Making Work Flow
Speaker: Manuel Palachuk (Manuel Palachuk International)
Location: Panzacola H1/2
Pass Type: Conference and Expo Package, Executive Connections
Track: Service Optimization
Format: Session
Speaker: Bren Hanson (Exchange Bank)
Location: Panzacola F3/4
Pass Type: Conference and Expo Package, Executive Connections
Track: Service Excellence, Customer Experience
Format: Case Study
Session 306: Turning the Aircraft Carrier in Higher Ed: Texas A&M's KCS Voyage
Speakers: Jon Griffey (Texas A&M University), Michael Crocker (Texas A&M University), Matt Lacy (Texas A&M University)
Location: Sebastian I-3
Pass Type: Conference and Expo Package, Executive Connections
Track: Service Management
Format: Case Study
Session 307: Extending Service Management Across the Enterprise
Speaker: Craig McDonogh (Perspectium)
Location: Sebastian I-2
Pass Type: Conference and Expo Package, Executive Connections
Track: Technology
Format: Session
Session 308: Streamlining Deskside Support at UCF: Getting into the Zone
Speakers: JP Peters (University of Central Florida), Stephen Johnson (University of Central Florida)
Location: Sebastian I-1
Pass Type: Conference and Expo Package, Executive Connections
Track: Service Optimization, Technology
Format: Case Study
Session 310: Learning from Incidents: 5 Lessons from High-Performing Teams
Speaker: Donna Knapp (ITSM Academy)
Location: Sebastian I-4
Pass Type: Conference and Expo Package, Executive Connections
Track: Service Management
Format: Session
Keynote: Relentless Adaptation: Best Practices for Today’s Digital Economy
Speaker: Amber Mac
Location: Sebastian Ballroom
Pass Type: Conference and Expo Package, Executive Connections
Track: Keynote
Networking Reception in the Expo Hall
Location: Gatlin Exhibit Hall
Pass Type: Conference and Expo Package, Executive Connections
Track: General Event
Deploying Virtual Agents for Awesome Employee Experiences
Speaker: Gerald Beaulieu (ServiceNow)
Pass Type: Conference and Expo Package, Executive Connections, Expo Only Pass
Track: Solution Spotlight Sessions
Improve your ITSM delivery with AI Chatbots
Speaker: Ed Perez (Axios Systems)
Pass Type: Conference and Expo Package, Executive Connections, Expo Only Pass
Track: Solution Spotlight Sessions
Executive Connections Breakfast & Meeting
Location: Conway
Pass Type: Executive Connections
Track: General Event
Location: Panzacola Foyer
Pass Type: Conference and Expo Package, Executive Connections
Track: General Event
Breakfast Briefing: Applying Workforce Management in a Student-Run Service Desk
Speakers: Matt Lacy (Texas A&M University - Division of Information Technology), Sally Yang (Texas A&M University - Division of Information Technology), Scotty Shepherd (Texas A&M University - Division of Information Technology)
Location: Panzacola F3/4
Pass Type: Conference and Expo Package, Executive Connections
Track: Breakfast Briefing, People, Culture, and Performance
Format: Case Study
Breakfast Briefing: Champagne Appreciation on a Beer Budget
Speaker: Krista Ciccozzi (ExamWorks)
Location: Sebastian I-1
Pass Type: Conference and Expo Package, Executive Connections
Track: Breakfast Briefing
Format: Breakfast Briefing
Breakfast Briefing: Knowledge-Centered Support: Let's Do IT!
Speakers: Denise Rogge (Chippewa Valley Technical College), Jessica Clarkson (Chippewa Valley Technical College)
Location: Panzacola G-1
Pass Type: Conference and Expo Package, Executive Connections
Track: Breakfast Briefing
Format: Case Study
Breakfast Briefing: Letting Go of Your Best Talent: A Winning Strategy
Speaker: Zachary Koch (vcpi)
Location: Sebastian I-3
Pass Type: Conference and Expo Package, Executive Connections
Track: Breakfast Briefing, People, Culture, and Performance
Format: Breakfast Briefing
Breakfast Briefing: Project Management for Non-Project Managers
Speaker: Doug Rabold (Bold Ray Consulting)
Location: Panzacola H1/2
Pass Type: Conference and Expo Package, Executive Connections
Track: Breakfast Briefing, People, Culture, and Performance
Format: Breakfast Briefing
Breakfast Briefing: Tools for Success: Active Listening and Other Conflict Resolution Skills
Speaker: James Province (BrainStorm, Inc.)
Location: Panzacola H3/4
Pass Type: Conference and Expo Package, Executive Connections
Track: Breakfast Briefing, People, Culture, and Performance
Format: Breakfast Briefing
Breakfast Briefing:The Role of the Technical Trainer on the Service Desk
Speaker: Laurie Lukken (Nebraska Furniture Mart)
Location: Panzacola F1/2
Pass Type: Conference and Expo Package, Executive Connections
Track: Breakfast Briefing, Service Optimization
Format: Breakfast Briefing
Breakfast for Breakfast Briefings
Location: Meeting Room Foyers
Pass Type: Conference and Expo Package, Executive Connections
Track: General Event
Speaker: Robert Van Winkle
Location: Sebastian Ballroom
Pass Type: Conference and Expo Package, Executive Connections
Track: Keynote
Session 401: Making Feedback Matter: Taking Voice of Customer to the Next Level
Speaker: Nate Brown (UL EHSS)
Location: Panzacola H1/2
Pass Type: Conference and Expo Package, Executive Connections
Track: Metrics
Format: Session
Session 402: The Secret Ingredients to a Great Service Culture
Speaker: Nancy Van Elsacker Louisnord (TOPdesk USA)
Location: Panzacola G-2
Pass Type: Conference and Expo Package, Executive Connections
Track: People, Culture, and Performance, Customer Experience
Format: Session
Speakers: Peter McGarahan (First American), Brad Biagi (First American Corp), Mary Cruse (First American Corp)
Location: Panzacola H3/4
Pass Type: Conference and Expo Package, Executive Connections
Track: Metrics
Format: Case Study
Session 404: When Two Become One: Successfully Consolidate and Create Service Desks
Speakers: Jarrod Sandel (Michigan Medicine), Erik Zempel (University of Michigan)
Location: Sebastian I-2
Pass Type: Conference and Expo Package, Executive Connections
Track: Service Excellence
Format: Case Study
Session 405: HR Isn't IT, Silly: Strategies for Enterprise Service Management
Speaker: Phyllis Drucker (Linium)
Location: Sebastian I-1
Pass Type: Conference and Expo Package, Executive Connections
Track: Service Management, Service Optimization
Format: Session
Session 406: AI Isn't Taking Your Job...Unless You Give Your Job Away
Speaker: Roy Atkinson (HDI)
Location: Panzacola F1/2
Pass Type: Conference and Expo Package, Executive Connections
Track: Technology, People, Culture, and Performance
Format: Session
Session 407: Live Chat: The Channel is Mature but Chat Quality Still Isn't Good Enough
Speaker: Leslie O'Flahavan (E-WRITE)
Location: Panzacola F3/4
Pass Type: Conference and Expo Package, Executive Connections
Track: Customer Experience, Service Management
Format: Session
Session 408: Shifting Left?: How to Drive End-User Adoption
Speaker: Ed Perez (Axios Systems)
Location: Panzacola G-1
Pass Type: Conference and Expo Package, Executive Connections
Track: Service Optimization, Customer Experience
Format: Session
Session 409: Developing and Advancing a Centralized Support Center in K-12 Districts
Speakers: Adam Smeets (Indian Prairie School District 204), Mary Sawyers (Indian Prairie School District 204), Brian Grinstead (Indian Prairie School District 204)
Location: Sebastian I-3
Pass Type: Conference and Expo Package, Executive Connections
Track: Service Optimization, 1-Day Preconference Workshop
Format: Case Study
Session 410: Automation for the Princesses: How to Slash Ticket Resolution Times (CASE STUDY)
Speaker: Jade Kahn (SysAid)
Location: Sebastian I-4
Pass Type: Conference and Expo Package, Executive Connections
Track: Technology
Format: Case Study
Session 501: Metrics Magic: Ask the Experts!
Speakers: Jeff Rumburg (MetricNet, LLC), Rae Ann Bruno (Business Solutions Training, Inc.), John Custy (JPC Group)
Location: Panzacola F1/2
Pass Type: Conference and Expo Package, Executive Connections
Track: Metrics, Service Management
Format: Case Study
Session 502: Elevating the Customer Experience by Simplifying the Feedback Process
Speaker: Lucia Caron (Verint Systems)
Location: Panzacola G-1
Pass Type: Conference and Expo Package, Executive Connections
Track: Customer Experience
Format: Session
Session 503: Solving the Analyst Empowerment Problem
Speaker: Jeff Toister (Toister Performance Solutions, Inc.)
Location: Panzacola H1/2
Pass Type: Conference and Expo Package, Executive Connections
Track: People, Culture, and Performance, Customer Experience
Format: Session
Session 504: How Boeing Increased Support While Decreasing Costs
Speakers: Angie Tobin (Boeing), Heather M Brammer (Boeing)
Location: Sebastian I-1
Pass Type: Conference and Expo Package, Executive Connections
Track: Service Optimization
Format: Case Study
Session 505: CANCELLED: Hunt Zombies, Kill Your Darlings, and Prototype Like a Star
Speaker: Justin Muller (Cisco)
Location: Sebastian I-4
Pass Type: Conference and Expo Package, Executive Connections
Track: Service Excellence
Format: Case Study
Session 506: Championing the Inclusive and Elusive CMDB
Speaker: Jessica Alfaro (Acuity, Inc.)
Location: Sebastian I-3
Pass Type: Conference and Expo Package, Executive Connections
Track: Service Management
Format: Session
Session 507: Making AI Work for You: A Strategic Artificial Intelligence Implementation Roadmap
Speaker: Charlie Guerini (Alphanumeric)
Location: Sebastian I-2
Pass Type: Conference and Expo Package, Executive Connections
Track: Technology, Service Management
Format: Session
Session 508: Using Design Thinking to Create an Amazing Customer Experience
Speaker: Ben Brennan (Verizon Media Group)
Location: Panzacola F3/4
Pass Type: Conference and Expo Package, Executive Connections
Track: Customer Experience
Format: Session
Session 509: From Dysfunctional to Cohesive: 5 Behaviors of Successful Teams
Speaker: Gregg Gregory (Teams Rock)
Location: Panzacola G-2
Pass Type: Conference and Expo Package, Executive Connections
Track: People, Culture, and Performance
Format: Session
Session 510: Collaborating for Success: The Future of Service and Support Culture
Speaker: Bob Roark (NuAxis Innovations)
Location: Panzacola H3/4
Pass Type: Conference and Expo Package, Executive Connections
Track: Service Management
Location: Gatlin Exhibit Hall
Pass Type: Conference and Expo Package, Executive Connections
Track: General Event
Location: Gatlin Exhibit Hall
Pass Type: Conference and Expo Package, Executive Connections
Track: General Event
3 Tips to Designing a More Engaging Service Experience
Speaker: Matt Klassen (Cherwell)
Pass Type: Conference and Expo Package, Executive Connections, Expo Only Pass
Track: Solution Spotlight Sessions
Top Tips for Measuring Success Using reporting, analytics, and benchmarking
Speakers: Matthew Meghory (SysAid), Doron Youngerwood (SysAid)
Pass Type: Conference and Expo Package, Executive Connections, Expo Only Pass
Track: Solution Spotlight Sessions
Why 'The Exponential' of Emerging Technology Matters to You
Speakers: Abi Chandra (Genesys), Chip McCoy (Genesys)
Pass Type: Conference and Expo Package, Executive Connections, Expo Only Pass
Track: Solution Spotlight Sessions
The Employee Service Algorithm: Driving a Better Experience With AI and Automations
Speaker: Matt Cox (Samanage)
Pass Type: Conference and Expo Package, Executive Connections, Expo Only Pass
Track: Solution Spotlight Sessions
AI and Identity Management: Changing How We Interact with Our Systems
Speaker: Chris Arnold (Avatier)
Pass Type: Conference and Expo Package, Executive Connections, Expo Only Pass
Track: Solution Spotlight Sessions
6 Ways to Make Your (IT)SM Wholesome
Speaker: Kumaravel Ramakrishnan (ManageEngine)
Pass Type: Conference and Expo Package, Executive Connections, Expo Only Pass
Track: Solution Spotlight Sessions
Prize Giveaway in the Expo Hall
Location: Gatlin Exhibit Hall
Pass Type: Conference and Expo Package, Executive Connections
Track: General Event
Session 601: AI, Self-Service, and User-Facing Knowledge in Technical Support: Research in Review
Speakers: Roy Atkinson (HDI), Chris Savio (LogMeIn)
Location: Panzacola G-2
Pass Type: Conference and Expo Package, Executive Connections
Track: Technology
Format: Session
Session 602: Luxury Support Knows No Boundaries: A Look Inside the Blue Box
Speaker: Cory Rothman (Tiffany & Co.)
Location: Panzacola F1/2
Pass Type: Conference and Expo Package, Executive Connections
Track: Customer Experience, Service Excellence
Format: Case Study
Session 603: Writing Is a "Hard Skill" All Support Professionals Need
Speaker: Leslie O'Flahavan (E-WRITE)
Location: Panzacola F3/4
Pass Type: Conference and Expo Package, Executive Connections
Track: People, Culture, and Performance, Service Management
Format: Session
Session 604: Walk-Up Support: Transforming the Service and Customer Experience
Speakers: Jill Weber (Northwestern Mutual), Rae Ann Bruno (Business Solutions Training (and Consulting))
Location: Panzacola G-1
Pass Type: Conference and Expo Package, Executive Connections
Track: Service Optimization, Customer Experience
Format: Case Study
Session 605: In and Out: Lessons Learned Using Rightsourcing
Speaker: Mitch Bryant (Norton Healthcare)
Location: Sebastian I-4
Pass Type: Conference and Expo Package, Executive Connections
Track: Service Excellence, Customer Experience
Format: Case Study
Speakers: Mary Cruse (First American Corp), Brad Biagi (First American Corp), Peter McGarahan (First American)
Location: Panzacola H3/4
Pass Type: Conference and Expo Package, Executive Connections
Track: Service Management, Service Optimization
Format: Session
Session 607: Quality Matters: Increasing Quality to Increase CSAT
Speaker: Beth Jacobsen (When I Work)
Location: Sebastian I-1
Pass Type: Conference and Expo Package, Executive Connections
Track: Customer Experience
Format: Session
Session 608: The Fundamentals of Cybersecurity Awareness
Speaker: Marvin Stein (Dell)
Location: Sebastian I-2
Pass Type: Conference and Expo Package, Executive Connections
Track: Technology, Service Optimization
Format: Session
Session 609: Building Trust: Being a High-Trust Leader
Speaker: Lea Brovedani (Sagacity Consulting LLC)
Location: Panzacola H1/2
Pass Type: Conference and Expo Package, Executive Connections
Track: People, Culture, and Performance, Service Management
Format: Session
Session 610: A Crash Course on Change Control: A Capabilities Approach
Speaker: Greg Sanker (State of Oregon)
Location: Sebastian I-3
Pass Type: Conference and Expo Package, Executive Connections
Track: Service Management
Format: Session
Conference Party and Awards Ceremony
Location: Sebastian Ballroom
Pass Type: Conference and Expo Package, Executive Connections
Track: General Event
Executive Connections Breakfast and Meeting
Location: Conway
Pass Type: Executive Connections
Track: General Event
Location: Panzacola Foyer
Pass Type: Conference and Expo Package, Executive Connections
Track: General Event
Session 701: Seven Steps for Building a CX Dashboard That Drives Results
Speaker: Sue Duris (M4 Communications)
Location: Panzacola H1/2
Pass Type: Conference and Expo Package, Executive Connections
Track: Metrics
Format: Session
Session 702: CXEQ: The Superpower All Service and Support Pros Need
Speaker: Glynis Devine (Glynis E. Devine)
Location: Panzacola H3/4
Pass Type: Conference and Expo Package, Executive Connections
Track: Customer Experience, People, Culture, and Performance
Format: Session
Session 703: The Good, The Bad, and the Ugly: Managing Struggling Employees
Speaker: Thomas Wilk (Carnegie Mellon University)
Location: Panzacola G-1
Pass Type: Conference and Expo Package, Executive Connections
Track: People, Culture, and Performance
Format: Session
Session 704: Categorization: A Method to the Madness
Speaker: Julie Mohr (JulieLMohr.com)
Location: Panzacola G-2
Pass Type: Conference and Expo Package, Executive Connections
Track: Service Optimization, Service Management
Format: Session
Session 705: The Duality of Strategic Sourcing
Speakers: Dan Wilson (Hertz Corporation), Jeff Ruffini (BlueRock Technologies)
Location: Panzacola F3/4
Pass Type: Conference and Expo Package, Executive Connections
Track: Service Excellence
Format: Case Study
Session 706: How to Implement a Chatbot for ITSM That Delivers Results
Speaker: Fran Fernandez (Espressive)
Location: Sebastian I-1
Pass Type: Conference and Expo Package, Executive Connections
Track: Service Management
Format: Session
Session 707: Service Management Disrupted!: From ITSM to ESM
Speaker: Doug Rabold (Bold Ray Consulting)
Location: Panzacola F1/2
Pass Type: Conference and Expo Package, Executive Connections
Track: Service Management
Format: Session
Session 801: Using Customer Service Data for Continuous Improvement
Speaker: Gina Montague (Infinite Campus)
Location: Panzacola G-1
Pass Type: Conference and Expo Package, Executive Connections
Track: Metrics
Format: Session
Session 802: Why You Should Be Disrupting the Customer Journey
Speaker: Dennis Gershowitz (DG Associates)
Location: Panzacola F1/2
Pass Type: Conference and Expo Package, Executive Connections
Track: Customer Experience, Service Management
Format: Session
Session 803: If It Weren't for These Freaking People: The Pool of Relationships
Speaker: Deborah Monroe (Ignite Achievements Int'l)
Location: Panzacola F3/4
Pass Type: Conference and Expo Package, Executive Connections
Track: People, Culture, and Performance, Customer Experience
Format: Session
Session 804: Our Weight Loss Journey: Trimming Bulky Processes Using Lean IT
Speakers: Josh Naylor (Northwestern University), Charles Rita (Northwestern University), Ivette Torres (Northwestern University), Kyle Barnick (Northwestern University), Lynne Jeffers (Northwestern University)
Location: Panzacola H1/2
Pass Type: Conference and Expo Package, Executive Connections
Track: Service Optimization
Format: Case Study
Session 805: Next Step, Quality: 5 Steps to Increasing Service Desk Effectiveness
Speakers: Monica Morrison (CareFirst Blue Cross Blue Shield), LaTonya Morgan (US Postal Service)
Location: Panzacola G-2
Pass Type: Conference and Expo Package, Executive Connections
Track: Service Optimization
Format: Case Study
Session 806: ITSM Frameworks: Your Choices, Risks, and Benefits
Speaker: Ric Mims (CJM IT Consulting)
Location: Sebastian I-1
Pass Type: Conference and Expo Package, Executive Connections
Track: Service Management
Format: Session
Session 807: Indifferent…Intrigued…Engaged: Taking Employees from Zero to Hero
Speaker: Garilynn Wollard (Entertainment Partners)
Location: Panzacola H3/4
Pass Type: Conference and Expo Package, Executive Connections
Track: People, Culture, and Performance, Customer Experience
Format: Session
Session 808: What IT Support Can Learn from Customer Support Technology
Speaker: Liz Allen (Zendesk)
Location: Sebastian I-2
Pass Type: Conference and Expo Package, Executive Connections
Track: Technology
Speaker: Mark Sanborn (Sanborn & Associates)
Location: Sebastian Ballroom
Pass Type: Conference and Expo Package, Executive Connections
Track: Keynote
