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Welcome to the event schedule for SD Expo 2024! You’ll see all the sessions available, and you can pick and choose sessions across all tracks to create your own schedule for the event. Please reach out in #event-sd-expo in Slack if you have any questions!

Tip: Talks run 20 minutes and happen every half hour!
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Tuesday, May 14
 

9:00am PDT

How Does AI Really Work? Room 205Ashwin Sreenivas Connected By The Customer Room 207Jaclyn Mullen • Sarah Betts Driving Customer Experience at Scale Room 209Izzy Knopper Staying in your lane: incident response for leaders Room 213Kat Gaines

9:30am PDT

The Dawning of the Age of Self-Service Room 207Mathew Patterson How to Start a Consultancy 101 Room 209Matt Dale How To Email Like A Real Person Room 213Clay Telfer The Universal Support Workflow Room 205Josh Carpenter Starting Out as a Support Manager Room 211Alison Groves • Elyse Mankin

10:00am PDT

Why Investing in Quality Support Articles is your Most Important AI Strategy Room 205Dennis R. Mortensen Walking Back the Customer Journey Room 207Ben McCormack Can we crowdsource KM? Room 209David Kay Creating psychologically safe support teams Room 213Sarah Betts What Work Should the Support Team Own? Room 211Alison Groves

10:30am PDT

Building Blocks: Deep Product Knowledge in the Age of AI Room 209Sayam Kim Delivering Unreasonable Hospitality: Elevating Customer Support in Software/Tech Room 207Karinna Briseno Mandatory Fun: Engaging and Building Trust Remotely Room 205Anthony Galleran There and Back Again: Your Data and You Room 213Nick Cannariato Work/Life Balance: We are not our Jobs Room 211Alison Groves

11:00am PDT

Growing your friendly neighborhood AI chatbot Room 209Dan Sahar Growing Your Value Beyond the Queue Room 213Abby Armada Building a Service Blueprint Room 207Matt Beran What the World's Slowest Drive-Thru Tells Us About CX Room 205Blair Wilen Understanding your Queue Data and Channeling Those Trends for Good Room 211Alison Groves • Elyse Mankin

11:30am PDT

Responding to Unhinged Customer Emails Room 205Randalin Ward Inclusive Support: Diversifying Content For Broad Audience Room 213Wyl Villacres Leading a Happy (and Effective) Remote Team Room 207Amanda Carden How to Prep your Knowledge Bases for AI Room 211Alison Groves

12:00pm PDT

Lunch Break UNLV Student Union Food Court

12:30pm PDT

Boldr Sound Meditation - Session 1 Room 209

12:50pm PDT

Boldr Sound Meditation - Session 2 Room 209

1:10pm PDT

Boldr Sound Meditation - Session 3 Room 209

2:00pm PDT

Loving your Career in Support as a Human Partnered with AI Room 213Laura Jolly Customer Feedback: Charting Your Organisational Pathway Room 207Valeria Kast Leadership > Management Room 205Jen Burton Self-Service First Support Room 211Alison Groves • Mathew Patterson

2:30pm PDT

How to Differentiate AI Solutions for CX Room 209Craig Stoss • Mike Zayonc A Guide to Growth in Uncomfortable Situations Room 207Cameron Mitchell Big Picture: All Roads Lead Back to Workplace Accessibility Room 213Ben Congleton Building a Championship-level Support Machine Room 205Yoram Baltinester Navigating Industry Change Room 211Alison Groves • Elyse Mankin

3:00pm PDT

Beyond Chatbots: Learnings and Lessons from AI-powered Support Room 213Trevor Humphrey • John Wang Troubleshooting like Batman: General Purpose Troubleshooting Principles Room 207Brie Carranza Stop Imposing Internal Operations Onto Customer Experience Room 209Sara Feldman Building A Support Report People Will Want To Read Room 205Andrew Rios Wading the Job Search Waters Room 211Alison Groves • Elyse Mankin

3:30pm PDT

Flexible Schedules and Working at Home with Kids Room 205Sofia Hergenrader Creating a Customer Quality of Life Improvement Backlog Room 207Allie Sperry So Leadership Just Learned About 'Self Serve Support' - Now What? Room 209Maring Eberlein Upleveling Your Incident Response Plan Room 213Alex Armstead Conversation Corner - Open Session Room 211Alison Groves

4:00pm PDT

I Made Myself a New Role, Now What? Room 207Adrienne Soong Vanity Metrics Turned Vision Metrics Room 209Kevin Steele Building a sustainable documentation update process Room 205Chris Berg Powering Hyperchannel Support Ops with Data and Human Insight Room 213Sam Dehart Conversation Corner - Networking Room 211Alison Groves

4:30pm PDT

Mixer Expo Hall - Room 208ABC
 
Wednesday, May 15
 

9:00am PDT

Forging a Path into Support Engineering Room 205Yvette Johns Does Customer Sentiment Really Affect Churn? Room 209Joseph Lee Outsourcing 2.0: How AI and market volatility are making CX Leaders rethink their outsourcing decisions Room 207Craig Crisler Conversation Corner - Networking Room 211Alison Groves

9:30am PDT

My Story - Turning Layoffs into Your Next Career Chapter Room 205Francis Labi Community Matters: Elevating Your Customer Experience Room 209Nina Hampton Integrate 7 Culture Principles Proven to Optimize Performance Room 207Adam Boelke Consulting 101 Room 211Alison Groves • Matt Dale • Jenny Dempsey

10:00am PDT

Navigating Your Career Journey with Confidence Room 205Wayne Worthington The Knowledge Framework: Never Leave the Team Hanging Room 207Yoram Baltinester Mastering Outsourcing Integration: The Rom-Com Guide to Perfect Partnerships Room 209Vicky Windell Measuring Success: Support KPIs Room 211Alison Groves • Elyse Mankin

10:30am PDT

What Tom Cruise taught your customers about AI Room 209Sam Chandler Crafting Your Customer Career: Skills, Mentoring, and Beyond Room 205Clementine Koa Affana From Chasing to Embracing: Rethinking Support Metrics Room 207Joseph Huisman Support Career Planning Room 211Alison Groves • Cameron Mitchell

11:00am PDT

Is AI coming for your Customer Service job? Room 207Ciaran Doyle Turning Challenges & Difficult Conversations into Leadership Opportunities Room 205April Buske Practical WFM: End and Prevent Backlogs Room 209Ty Givens The Hardest Parts of Being a Manager Room 211Alison Groves • Elyse Mankin

11:30am PDT

Don’t Sleep on Self-care: Strategies for Workplace Well-being Room 207Blair Glass Content Chaos? How to Streamline Your Knowledge Base Room 209Hannah Cole Reduce Misrouted Tickets by >50% - How Smart Tooling Helped Eliminate Mistakes at Scale Room 205Dan Barak • Karissa Fiorentino Conversation Corner - Networking Room 211Alison Groves

12:00pm PDT

Closing Keynote Panel - Navigating Layoffs Expo Hall - Room 208ABCLizzie Keiper • Elyse Mankin • Matt Dale • Francis Labi • Jenny Dempsey
 
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Tuesday, May 14
Wednesday, May 15
Expo Hall - Room 208ABC
Room 205
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Room 211
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UNLV Student Union Food Court
  • AI
  • Career Development
  • Community Marketing
  • Consulting
  • Conversation Corner
  • Customer Experience
  • General Programming
  • Knowledge Management
  • Management
  • Support Operations