Support Driven Expo 2024

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Support Driven Expo 2024

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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8:15am PDT

Expo Hall Open Expo Hall - Room 208ABC

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 Practical WFM: End and Prevent Backlogs Room 209Ty Givens 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 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 Balancing Act: Navigating Part-Time Consulting with a Full-Time Job and/or Side Hustle Room 209Jenny Dempsey 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 to Drive Results Through Continuous Innovation 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