Support Driven Expo 2024: Full Schedule

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!

2:00pm PDT

Group Photo Walk on The Strip

Please RSVP to join us for our Group Photo Walk on the Las Vegas Strip.

Get a head start on socializing and getting to know your fellow attendees at SD Expo with a free 1.5 hour photo walk through the heart of the Las Vegas Strip.

We'll visit some of the most photographed locations (in this order)

Trevi Fountain at Caesar's Palace
Bellagio Conservatory and Botanical Gardens
Fountains of Bellagio
Eiffel Tower at Paris Las Vegas

DETAILS:

Duration: 1.5 hours of fun and camaraderie
Meeting Point: Trevi Fountain at Caesar's Palace

We'll take pictures, make new friends, and reconnect with old friends - it'll be a fun way to start your SD Expo experience!

Monday May 13, 2024 2:00pm - 3:30pm PDT
Las Vegas Strip

General Programming

4:30pm PDT

Welcome Party

Please RSVP to join us for our SD Expo Welcome Party - sponsored by Support Driven. We're so excited to be back together again for the 2024 Support Driven Expo in Las Vegas! Drink tickets will be provided, and food will be available for individual purchase if you're hungry!

Note - Due to local regulations, the Welcome Party venue requires all participants to be 21+. All ages are welcome at SD Expo itself, although we find many kids aren't very interested in metrics or queue stories. ;)

Monday May 13, 2024 4:30pm - 6:30pm PDT
Paradise Cantina 4480 Paradise Rd, Las Vegas, NV 89169

General Programming

8:15am PDT

Expo Hall Open

Visit the Expo Hall to check in at registration, chat with our awesome event sponsors, get some free coffee & tea, send some emails at our workstation, and take a photo with the Support Driven backdrop!

(Plus - some light breakfast bites can be found here each morning!)

Tuesday May 14, 2024 8:15am - 6:00pm PDT
Expo Hall - Room 208ABC UNLV Student Union - 4505 South Maryland Parkway

General Programming

9:00am PDT

How Does AI Really Work?

Why does AI hallucinate? What does training and fine tuning mean? What really are large language models? How does all this impact how I would use AI in support today? You will leave this talk with a good understanding of all this! Ashwin previously taught graduate-level AI coursework at Stanford.

Speakers

Ashwin Sreenivas

Cofounder, Decagon

Ashwin is the co-founder of Decagon, which powers customer service for high growth enterprises like Eventbrite, ClassPass, Substack, Rippling and more. Prior he was the cofounder of Helia, which was acquired by Scale AI in 2021. He earned a BS and MS in AI from Stanford Universit... Read More →

Tuesday May 14, 2024 9:00am - 9:20am PDT
Room 205 UNLV Student Union - 4505 South Maryland Parkway

AI, All Levels

9:00am PDT

Connected By The Customer

In this talk between Support Leader Sarah Betts and Marketing Leader, Jaclyn Mullen, we’ll provide real-world ideas and examples of how to become business besties connected by the customer.

Speakers

Jaclyn Mullen

Head of Marketing at TheLoops. Boy mom. Dog Mom. AZ based.

Sarah Betts

Director of Alyce Support, Sendoso

Tuesday May 14, 2024 9:00am - 9:20am PDT
Room 207 UNLV Student Union - 4505 South Maryland Parkway

Community Marketing, All Levels

9:00am PDT

Driving Customer Experience at Scale

They will learn how to drive real change by building a Customer Experience program within their existing support organization.

Speakers

Izzy Knopper

Operations Management Consultant, Transformational Operations

Izzy has a wide range of experience working in the Global tech industry, mostly at the intersection of Software and Hardware. They are a passionate Operations leader who has helped teams shine with efficiency and precision. Building excellent customer experiences means delivering... Read More →

Tuesday May 14, 2024 9:00am - 9:20am PDT
Room 209 UNLV Student Union - 4505 South Maryland Parkway

Customer Experience, Advanced (5+ years)

9:00am PDT

Staying in your lane: incident response for leaders

When something breaks, your company may kick off an incident response process and Support will always need to play a role.

As a leader, your sense of responsibility and maybe a little bit of panic will naturally kick in when you know something is wrong: you're the one many will look to for answers, and you want to have the details handled when that moment comes. However, your natural instinct to handle all of the things can be your downfall, one easily avoided by leveraging and empowering your team to own the customer-facing side of incident response. Whether implementing process for the first time or a seasoned pro, we'll go over all of the do's and don't's of maintaining your composure while letting your people lead when s*** hits the fan.

Speakers

Kat Gaines

Sr manager, Developer advocacy and community, PagerDuty

Tuesday May 14, 2024 9:00am - 9:20am PDT
Room 213 UNLV Student Union - 4505 South Maryland Parkway

Management, All Levels

9:30am PDT

The Dawning of the Age of Self-Service

Attendees will leave with a new perspective on self-service and AI, and a clearer sense of how they can practically position themselves to be most valuable in the customer support teams of the near future.

Speakers

Mathew Patterson

Customer service educator, Help Scout

Tuesday May 14, 2024 9:30am - 9:50am PDT
Room 207 UNLV Student Union - 4505 South Maryland Parkway

AI, All Levels

9:30am PDT

How to Start a Consultancy 101

Attendees will leave with clear action steps to help them start a consultancy from scratch.

Speakers

Matt Dale

CX Consultant, Moxie CX

I'm a fractional CX consultant runs Moxie CX. I help companies scale their CX operations by:building strong teams, designing thoughtful processesimplementing the right toolsI'd love to talk to you about consulting, support leadership, or pretty much anything else!

Tuesday May 14, 2024 9:30am - 9:50am PDT
Room 209 UNLV Student Union - 4505 South Maryland Parkway

Consulting, Beginner (0-3 years)

9:30am PDT

How To Email Like A Real Person

If you train your team on how to write a true 21st-century email, you'll not only increase your CSAT and similar metrics, but you'll be able to enormously increase response rates when you want to and lower response rates for messages you don't want to hear back about.

Speakers

Clay Telfer

Customer Success Executive, Churnbreaker Consulting

I'm an award-winning Customer Success Executive who’s been building, scaling, and leading Customer Success teams for 13 years at rapid-growth B2B SaaS startups, with a focus on retention, expansion, and onboarding/adoption.What does that actually look like? Well, I’ve been a key... Read More →

Tuesday May 14, 2024 9:30am - 9:50am PDT
Room 213 UNLV Student Union - 4505 South Maryland Parkway

Customer Experience, All Levels

9:30am PDT

The Universal Support Workflow

With this practical, tried-and-true workflow as a starting point, you can organize your operations within the support team as well as wrangling your escalations and backlog.

Speakers

Josh Carpenter

Directors of Customer Support, Arkestro

I've been building and managing support teams for more than a decade, with more decades before that as a support engineer and project manager. My experience spans fintech, hospitality, home services, .gov, and aerospace. I am passionate about technical ops and support ops in particular... Read More →

Tuesday May 14, 2024 9:30am - 9:50am PDT
Room 205 UNLV Student Union - 4505 South Maryland Parkway

Support Operations, All Levels

9:30am PDT

Starting Out as a Support Manager

Welcome to the wonderful world of people leadership! What are the most helpful things to focus on as you onboard into your new role?

This is a Conversation Corner session: a casual space where people can connect with each other and share advice and thoughts around a topic hosted by Help Scout.

Moderators

Alison Groves

Help Scout

Speakers

Elyse Mankin

Director of Product Support, Help Scout

Tuesday May 14, 2024 9:30am - 10:00am PDT
Room 211 UNLV Student Union - 4505 South Maryland Parkway

Conversation Corner, All Levels

10:00am PDT

Why Investing in Quality Support Articles is your Most Important AI Strategy

Applying off-the-shelf algorithmic AI, without investing in proprietary data sets, offers little long-term competitive advantage. In Support, a winning position stems from proprietary data, often comprising hand-crafted support articles, which can be fed into proprietary ML models to create a truly competitive advantage.

Speakers

Dennis R. Mortensen

Founder, LaunchBrightly

I am working on a platform that can automatically generate screenshots reflecting the latest version of your product and eliminate the manual burden of updating product screenshots in your help center. No more. No less! :-)

Tuesday May 14, 2024 10:00am - 10:20am PDT
Room 205 UNLV Student Union - 4505 South Maryland Parkway

AI, Intermediate (3-5 years)

10:00am PDT

Walking Back the Customer Journey

Learn an approach to customer journey mapping that you can use immediately to solve problems within your (or any) organization.

Speakers

Ben McCormack

Fractional Executive, Boldr

Tuesday May 14, 2024 10:00am - 10:20am PDT
Room 207 UNLV Student Union - 4505 South Maryland Parkway

Customer Experience, All Levels

10:00am PDT

Can we crowdsource KM?

Learn how to create and maintain a knowledge base with findable, usable, up-to-date articles without needing dedicated writers.

Speakers

David Kay

Principal, DB Kay & Associates, Inc.

David Kay is principal of DB Kay & Associates, a consultancy that provides thought-leading advice in knowledge management and customer experience to the customer success and support markets. DB Kay customers include Salesforce, IBM, Microsoft, Extreme Networks, Tektronix, TI, Intuit... Read More →

Tuesday May 14, 2024 10:00am - 10:20am PDT
Room 209 UNLV Student Union - 4505 South Maryland Parkway

Knowledge Management, All Levels

10:00am PDT

Creating Psychologically Safe Support Teams

Leaders will have 5 actionable things to start doing to improve psychological safety on their teams.

Speakers

Sarah Betts

Director of Alyce Support, Sendoso

Tuesday May 14, 2024 10:00am - 10:20am PDT
Room 213 UNLV Student Union - 4505 South Maryland Parkway

Management, Advanced (5+ years)

10:00am PDT

What Work Should the Support Team Own?

As the strongest product experts at the company, it can be easy for other teams to borrow your time, or lean on you to work on their projects. Clear ownership can help everyone function easier and make cross team communication go more smoothly.

This is a Conversation Corner session: a casual space where people can connect with each other and share advice and thoughts around a topic hosted by Help Scout.

Moderators

Alison Groves

Help Scout

Tuesday May 14, 2024 10:00am - 10:30am PDT
Room 211 UNLV Student Union - 4505 South Maryland Parkway

Conversation Corner, All Levels

10:30am PDT

Building Blocks: Deep Product Knowledge in the Age of AI

How a Lego set taught me about the importance of knowing your product deeply and the pivotal role Support teams play in building your AI strategy.

Speakers

Sayam Kim

Lead Technical Support Engineer, Intercom

Tuesday May 14, 2024 10:30am - 10:50am PDT
Room 209 UNLV Student Union - 4505 South Maryland Parkway

AI, Beginner (0-3 years)

10:30am PDT

Delivering Unreasonable Hospitality: Elevating Customer Support in Software/Tech

We will delve into strategies, and techniques that enable organizations to deliver extraordinary experiences, fostering long-term relationships and driving sustainable growth.

Speakers

Karinna Briseno

Senior Technical Advocate, Buffer

Tuesday May 14, 2024 10:30am - 10:50am PDT
Room 207 UNLV Student Union - 4505 South Maryland Parkway

Customer Experience, All Levels

10:30am PDT

Mandatory Fun: Engaging and Building Trust Remotely

Tools to help managers and leaders connect, build trust, and have fun with their remote/hybrid teammates.

Speakers

Anthony Galleran

Manager, Technical Support, Front

Tuesday May 14, 2024 10:30am - 10:50am PDT
Room 205 UNLV Student Union - 4505 South Maryland Parkway

Management, All Levels

10:30am PDT

There and Back Again: Your Data and You

Learn how to design effective, stable data pipelines and avoid a patchwork mess of paid services, unreliable information, and fragile hacks.

Speakers

Nick Cannariato

co-founder, Yetto

Tuesday May 14, 2024 10:30am - 10:50am PDT
Room 213 UNLV Student Union - 4505 South Maryland Parkway

Support Operations, All Levels

10:30am PDT

Work/Life Balance: We are not our Jobs

How to drive positive impact for your company and customers, without burning out.

This is a Conversation Corner session: a casual space where people can connect with each other and share advice and thoughts around a topic hosted by Help Scout.

Moderators

Alison Groves

Help Scout

Tuesday May 14, 2024 10:30am - 11:00am PDT
Room 211 UNLV Student Union - 4505 South Maryland Parkway

Conversation Corner, All Levels

11:00am PDT

Growing your Friendly Neighborhood AI Chatbot

AI chatbots can become powerful team members in any support team but just like a new staff member they require careful hiring, education, training and growth in order to make the most use from them.

Speakers

Dan Sahar

Guidde

Tuesday May 14, 2024 11:00am - 11:20am PDT
Room 209 UNLV Student Union - 4505 South Maryland Parkway

AI, Intermediate (3 - 5 years)

11:00am PDT

Growing Your Value Beyond the Queue

Resources and thoughts around how to grow a career in support with their strengths and interests in mind.

Speakers

Abby Armada

Senior Customer Support Manager, Flickr

With over 10 years in support and 7 as a support manager, I'm passionate about nurturing teams and delivering awesome experiences. I life my life a quarter mile at a time.

Tuesday May 14, 2024 11:00am - 11:20am PDT
Room 213 UNLV Student Union - 4505 South Maryland Parkway

Career Development, Beginner (0-3 years)

11:00am PDT

Building a Service Blueprint

How does a team build a Service Blueprint from start to finish? This presentation walks through the steps we took to build a useful onboarding blueprint for a company of over 40k employees.

Speakers

Matt Beran

Product Nerd, InvGate

I’m just a service and support nerd trying to change the world and save us all. Help is welcome. :)

Tuesday May 14, 2024 11:00am - 11:20am PDT
Room 207 UNLV Student Union - 4505 South Maryland Parkway

Customer Experience, All Levels

11:00am PDT

What the World's Slowest Drive-Thru Tells Us About CX

Specific tactics for their organization that will reframe how they view and manage their CX investment.

Speakers

Blair Wilen

Founder & CEO, Ethos Support

Founder @ Ethos Support. Running outsourced global CX teams for brands that don’t want their support to suck.

Tuesday May 14, 2024 11:00am - 11:20am PDT
Room 205 UNLV Student Union - 4505 South Maryland Parkway

Support Operations, Intermediate (3-5 years)

11:00am PDT

Understanding your Queue Data and Channeling Those Trends for Good

Feedback loops are an effective method for sharing the customer’s experience and advocating for change. We’ll talk about why they are important, how it starts with understanding your queue data, and how to make them super effective so that driving positive impact across the business is a breeze.

This is a Conversation Corner session: a casual space where people can connect with each other and share advice and thoughts around a topic hosted by Help Scout.

Moderators

Alison Groves

Help Scout

Speakers

Elyse Mankin

Director of Product Support, Help Scout

Tuesday May 14, 2024 11:00am - 11:30am PDT
Room 211 UNLV Student Union - 4505 South Maryland Parkway

Conversation Corner, All Levels

11:30am PDT

Responding to Unhinged Customer Emails

Attendees will walk away with strategies and templates you can implement right away to successfully navigate these situations with less stress and happier customers.

Speakers

Randalin Ward

Manager of Member Support, Text In Church

Tuesday May 14, 2024 11:30am - 11:50am PDT
Room 205 UNLV Student Union - 4505 South Maryland Parkway

Customer Experience, All Levels

11:30am PDT

Inclusive Support: Diversifying Content For Broad Audience

Learn how to create support content beyond help articles in order to drive engagement and lower support requests, all while providing a unique and enjoyable experience that ALL users can connect with.

Speakers

Wyl Villacres

Head of Customer Success, Tability

Tuesday May 14, 2024 11:30am - 11:50am PDT
Room 213 UNLV Student Union - 4505 South Maryland Parkway

Knowledge Management, All Levels

11:30am PDT

Leading a Happy (and Effective) Remote Team

Leading remote support teams can feel overwhelming and, when mismanged, can easily lead to poor performance. With some simple practices and habits, you can create an engaged, effective, productive, and happy team who will knock your customers' socks off.

Speakers

Amanda Carden

Tuesday May 14, 2024 11:30am - 11:50am PDT
Room 207 UNLV Student Union - 4505 South Maryland Parkway

Management, All Levels

11:30am PDT

How to Prep your Knowledge Bases for AI

AI is fast becoming a tables takes portion of effective self service support strategies. We’ll talk through tips and tricks for ensuring that your knowledge base is AI-ready.

This is a Conversation Corner session: a casual space where people can connect with each other and share advice and thoughts around a topic hosted by Help Scout.

Moderators

Alison Groves

Help Scout

Tuesday May 14, 2024 11:30am - 12:00pm PDT
Room 211 UNLV Student Union - 4505 South Maryland Parkway

Conversation Corner, All Levels

12:00pm PDT

Lunch Break

Lunch is a choose-your-own-adventure situation - you could invite a new friend to get lunch together nearby to continue the conversation or join a group heading downstairs to the food court!

This is a free block to eat some food, chat with new and old friends and/or take a break to recoup that introvert energy. Sessions start back up at 2PM!

Check our travel page for a breakdown of the food court vendors and nearby walkable spots: https://www.supportdriven.com/expo/travel

Tuesday May 14, 2024 12:00pm - 2:00pm PDT
UNLV Student Union Food Court

General Programming, All Levels

12:30pm PDT

Boldr Sound Meditation - Session 1

We will take you on a journey inside yourself through a sound healing session, helping you to release unproductive thoughts, negative emotions or situations that make it difficult for us to continue with our daily tasks and that divert us from our initial purpose at work.

*Space is limited so please try attending another session if this one is full.

Tuesday May 14, 2024 12:30pm - 12:45pm PDT
Room 209 UNLV Student Union - 4505 South Maryland Parkway

General Programming, All Levels

12:50pm PDT

Boldr Sound Meditation - Session 2

Tuesday May 14, 2024 12:50pm - 1:05pm PDT
Room 209 UNLV Student Union - 4505 South Maryland Parkway

General Programming, All Levels

1:10pm PDT

Boldr Sound Meditation - Session 3

Tuesday May 14, 2024 1:10pm - 1:25pm PDT
Room 209 UNLV Student Union - 4505 South Maryland Parkway

General Programming, All Levels

2:00pm PDT

Loving your Career in Support as a Human Partnered with AI

The day-to-day of a support rep is changing drastically with the acceleration of AI. We'll explore what that actually looks like for your daily work, and how to find moments of joy in this new landscape.

Speakers

Laura Jolly

Lead Technical Support Specialist, Intercom

I've built my career in Support, and have been at Intercom for nearly 7 years, focused on coaching/mentorship and project management alongside the customer-facing aspect of my role. I bring creative energy and a "sunshine vibe" to my work, and love finding ways to make support more... Read More →

Tuesday May 14, 2024 2:00pm - 2:20pm PDT
Room 213 UNLV Student Union - 4505 South Maryland Parkway

AI, All Levels

2:00pm PDT

Customer Feedback: Charting Your Organisational Pathway

Attendees will pick up practical tips to supercharge their customer support teams with valuable customer feedback, boosting service delivery and company growth.

Speakers

Valeria Kast

Head of Merchant Support, Printify

I am a big fan of anything Customer Experience related. Love talking about it and brainstorming innovative ideas on how to make it better:)

Tuesday May 14, 2024 2:00pm - 2:20pm PDT
Room 207 UNLV Student Union - 4505 South Maryland Parkway

Customer Experience, All Levels

2:00pm PDT

Leadership > Management

Humans are amazing, and we achieve greatness through being human, not leading by command and control.

Speakers

Jen Burton

Principal, Jen Burton CX Consultant

Tuesday May 14, 2024 2:00pm - 2:20pm PDT
Room 205 UNLV Student Union - 4505 South Maryland Parkway

Management, Intermediate (3-5 years)

2:00pm PDT

Self-Service First Support

Self-service driven by customers, delivered by AI and designed, monitored, and crafted by people is the way most customers will be helped, most of the time. So how do we get ready for that future?

This is a Conversation Corner session: a casual space where people can connect with each other and share advice and thoughts around a topic hosted by Help Scout.

Moderators

Alison Groves

Help Scout

Speakers

Mathew Patterson

Customer service educator, Help Scout

Tuesday May 14, 2024 2:00pm - 2:30pm PDT
Room 211 UNLV Student Union - 4505 South Maryland Parkway

Conversation Corner, All Levels

2:30pm PDT

How to Differentiate AI Solutions for CX

Attendees will leave with a clear understanding of how to strategically evaluate and differentiate AI solutions, empowering them to make informed decisions that maximize the impact of AI on CX.

Speakers

Craig Stoss

Mike Zayonc

Co-founder, Kodif

I am passionate about entrepreneurship, venture capital, and AI. Today I'm focused full-time as a Co-Founder at Kodif, which is the easiest way to implement AI for customer support that works at enterprise scale. We are scaling quickly working with dozens of D2C customers including... Read More →

Tuesday May 14, 2024 2:30pm - 2:50pm PDT
Room 209 UNLV Student Union - 4505 South Maryland Parkway

AI, Intermediate (3-5 years)

2:30pm PDT

A Guide to Growth in Uncomfortable Situations

A better understanding of how to measure the value we as support professionals add to our respective organizations, helping you grow your own career in the process.

Speakers

Cameron Mitchell

Help Scout

Tuesday May 14, 2024 2:30pm - 2:50pm PDT
Room 207 UNLV Student Union - 4505 South Maryland Parkway

Career Development, Intermediate (3-5 years)

2:30pm PDT

Big Picture: All Roads Lead Back to Workplace Accessibility

Trying to improve accessibility in a small business? Learn from the mistakes of a CEO who re-engineered his company to build more accessible software, but figured out that the real opportunity lies in building accessible workplaces.

Speakers

Ben Congleton

Chief Executive Olarker, Olark Accessible Live Chat & Chatbots

#DadLife or #ParentBiking or BikesAccessible AI and DesignLeadership and ManagementSupport AutomationRemote Teams and Remote CultureChat, Chatbots, Gen-AI

Tuesday May 14, 2024 2:30pm - 2:50pm PDT
Room 213 UNLV Student Union - 4505 South Maryland Parkway

Management, Beginner (0-3 years)

2:30pm PDT

Building a Championship-level Support Machine

The audience will receive practical takeaways that they can immediately apply to improve the performance of their support teams, including an agile framework to continuously evolve their support organization based on performance data and customer feedback.

Speakers

Yoram Baltinester

I am a customer-centric culture implementer, passionate about the people, platforms and processes that make Customer Success, Customer Support, and Customer Experience better, and I have done it over and over again... Read More →

Tuesday May 14, 2024 2:30pm - 2:50pm PDT
Room 205 UNLV Student Union - 4505 South Maryland Parkway

Support Operations, All Levels

2:30pm PDT

Navigating Industry Change

Between AI, layoffs, self serve, the list goes on — it feels like change is constant, and it’s hard. It’s still an exciting time to be in support, as change opens the question: How can it be channeled creatively for deeper impact and value-creation beyond (or within) the queue?

This is a Conversation Corner session: a casual space where people can connect with each other and share advice and thoughts around a topic hosted by Help Scout.

Moderators

Alison Groves

Help Scout

Speakers

Elyse Mankin

Director of Product Support, Help Scout

Tuesday May 14, 2024 2:30pm - 3:00pm PDT
Room 211 UNLV Student Union - 4505 South Maryland Parkway

Conversation Corner, All Levels

3:00pm PDT

Beyond Chatbots: Learnings and Lessons from AI-powered Support

The applications for AI in support are far more wide-reaching than just chatbots. Learn how Honeylove is using AI across their support function to supercharge their agents and maintain exceptional customer experiences. Get practical, actionable advice on how to implement your own AI strategy that goes beyond the basics.

Speakers

Trevor Humphrey

VP of Customer Experience, Honeylove

John Wang

CTO, Assembled

Assembled (https://www.assembled.com/) is building the modern support operations platform. We help teams manage their workforce with scheduling, forecasting, and analytics as well as make their team more efficient with an AI powered issue resolution engine.

Tuesday May 14, 2024 3:00pm - 3:20pm PDT
Room 213 UNLV Student Union - 4505 South Maryland Parkway

AI, All Levels

3:00pm PDT

Troubleshooting like Batman: General Purpose Troubleshooting Principles

Attendees will walk away with a specific set of principles they can use on the very next ticket they take. This doesn't make support engineering easy but it does make it a bit easier.

Speakers

Brie Carranza

Tuesday May 14, 2024 3:00pm - 3:20pm PDT
Room 207 UNLV Student Union - 4505 South Maryland Parkway

Career Development, Beginner (0-3 years)

3:00pm PDT

Stop Imposing Internal Operations Onto Customer Experience

Through real-world examples and practical advice, attendees will learn how to evolve past antiquated practices to deliver better customer service.

Speakers

Sara Feldman

Director of Member Engagement, Consortium for Service Innovation

Sara Feldman, Director of Member Engagement for the Consortium for Service Innovation, is a certified Knowledge-Centered Service (KCS) Trainer and experienced with customer-centric functions in the software industry. She enjoys naps, saying cheers, and working from home in Las Vegas... Read More →

Tuesday May 14, 2024 3:00pm - 3:20pm PDT
Room 209 UNLV Student Union - 4505 South Maryland Parkway

Customer Experience, All Levels

3:00pm PDT

Building A Support Report People Will Want To Read

Participants will have the opportunity to use their data and current support report no matter the state, and we will work together to build, enhance it, and establish a communication cadence, and the story behind the data. The speaker will share a framework that applies to any industry and product.

Speakers

Andrew Rios

RÍOS MGMT

Passionate CX Support Leader and Coach

Tuesday May 14, 2024 3:00pm - 3:20pm PDT
Room 205 UNLV Student Union - 4505 South Maryland Parkway

Support Operations, Intermediate (3-5 years)

3:00pm PDT

Wading the Job Search Waters

We’re in this together! Strategies for starting the search for your next career chapter, supporting your teammates and friends, and prioritizing self care along the way.

This is a Conversation Corner session: a casual space where people can connect with each other and share advice and thoughts around a topic hosted by Help Scout.

Moderators

Alison Groves

Help Scout

Speakers

Elyse Mankin

Director of Product Support, Help Scout

Tuesday May 14, 2024 3:00pm - 3:30pm PDT
Room 211 UNLV Student Union - 4505 South Maryland Parkway

Conversation Corner, All Levels

3:30pm PDT

Flexible Schedules and Working at Home with Kids

With the right flex work policies, it is possible for someone to be a high-performing support specialist (particularly for email and chat support) while also acting as the primary caregiver for their children.

Speakers

Sofia Hergenrader

Support Specialist, YNAB

I’m a work-from-home parent and homeschooling mom of two, and I am passionate about advocating for flexible work policies that can alleviate some of the overwhelming challenges working parents face today. I’ve been a support specialist at YNAB since 2019, but I was a YNAB fangirl... Read More →

Tuesday May 14, 2024 3:30pm - 3:50pm PDT
Room 205 UNLV Student Union - 4505 South Maryland Parkway

Career Development, All Levels

3:30pm PDT

Creating a Customer Quality of Life Improvement Backlog

Attendees will learn how you can create and manage your own quality of life improvement backlog to advocate for customer experience improvements your customers want!

Speakers

Allie Sperry

Tuesday May 14, 2024 3:30pm - 3:50pm PDT
Room 207 UNLV Student Union - 4505 South Maryland Parkway

Customer Experience, Intermediate (3-5 years)

3:30pm PDT

So Leadership Just Learned About 'Self Serve Support' - Now What?

I'll provide actionable steps for how to get started and make your help center (and help center articles) successful, helping you feel better equipped to tackle your CEO's ask for 'self-serve' support.

Speakers

Maring Eberlein

Support Content Strategist, MFrances Consulting

I'm obsessed with help and support content; I'm actually in the process of writing a course with the UX Content Collective that we'll hopefully have published later this year! Support sites, help centers, you name it - they've been my world for a few years now, and I've been fascinated... Read More →

Tuesday May 14, 2024 3:30pm - 3:50pm PDT
Room 209 UNLV Student Union - 4505 South Maryland Parkway

Knowledge Management, All Levels

3:30pm PDT

Upleveling Your Incident Response Plan

A great incident plan extends beyond status pages and pre-formatted responses for customer-facing teams; take your incident plan to the next level.

Speakers

Alex Armstead

Principal Customer Success Operations Manager, Clever

Tuesday May 14, 2024 3:30pm - 3:50pm PDT
Room 213 UNLV Student Union - 4505 South Maryland Parkway

Support Operations, Intermediate (3 - 5 years)

3:30pm PDT

Conversation Corner - Open Session

We will leave a session open and leave it up to you on what you’d like to talk about with others!

This is a Conversation Corner session: a casual space where people can connect with each other and share advice and thoughts around a topic hosted by Help Scout.

Moderators

Alison Groves

Help Scout

Tuesday May 14, 2024 3:30pm - 4:00pm PDT
Room 211 UNLV Student Union - 4505 South Maryland Parkway

Conversation Corner, All Levels

4:00pm PDT

I Made Myself a New Role, Now What?

Becoming an IC (individual contributor) gives you freedom, but you have to figure out how you want to navigate information dissemination, professional relationships, and career growth.

Speakers

Adrienne Soong

Sr Product Enablement Specialist, ActiveCampaign

Hi! I currently write all new feature internal enablement docs. And I manage the internal KB.Happy to talk enablement, product and support relationships, and knowledge base management.

Tuesday May 14, 2024 4:00pm - 4:20pm PDT
Room 207 UNLV Student Union - 4505 South Maryland Parkway

Career Development, Beginner (0-3 years)

4:00pm PDT

Convert CSAT to CX with CES

We all know CSAT, and whether we want to admit it, we all know where it falls short. Learn how CES can help evolve your support team, and grow your CX skills!

Speakers

Kevin Steele

Director, Client Support, The Arbinger Institute

I'm the Customer Support guy with over 2 decades of experience in Support and Services technical work and leadership. I've managed amazing teams in the United States, Europe, Asia, and Australia. To be clear, they were amazing, and I had the pleasure of managing them. I learned... Read More →

Tuesday May 14, 2024 4:00pm - 4:20pm PDT
Room 209 UNLV Student Union - 4505 South Maryland Parkway

Customer Experience, Intermediate (3-5 years)

4:00pm PDT

Building a sustainable documentation update process

Attendees will walk away learning strategies, tools, and processes for working with several different teams to streamline and take ownership over help documentation updates.

Speakers

Chris Berg

Senior Customer Support Specialist, Litmus

Tuesday May 14, 2024 4:00pm - 4:20pm PDT
Room 205 UNLV Student Union - 4505 South Maryland Parkway

Knowledge Management, Intermediate (3-5 years)

4:00pm PDT

Powering Hyperchannel Support Ops with Data and Human Insight

Explore the strategic integration of in-house agents, BPOs, and AI automation to forecast and manage support operations more effectively, ensuring a seamless customer experience across all channels. We’ll discuss how blending AI ticket resolution data with workforce management data supercharges your support ecosystem to enhance staffing accuracy and customer satisfaction in a continuously evolving support landscape.

Speakers

Sam Dehart

Assembled

Tuesday May 14, 2024 4:00pm - 4:20pm PDT
Room 213 UNLV Student Union - 4505 South Maryland Parkway

Support Operations, Intermediate (3 - 5 years)

4:00pm PDT

Conversation Corner - Networking

Come use the space to meet and hang out with other attendees!

This is a Conversation Corner session: a casual space where people can connect with each other and share advice and thoughts around a topic hosted by Help Scout.

Moderators

Alison Groves

Help Scout

Tuesday May 14, 2024 4:00pm - 4:30pm PDT
Room 211 UNLV Student Union - 4505 South Maryland Parkway

Conversation Corner, All Levels

4:30pm PDT

Mixer

Join us for some ice cream and soft pretzel bites after a full day of insights, learning, and new connections to keep those conversations going!

(Vegan frozen fruit bar options will be available!)

Tuesday May 14, 2024 4:30pm - 5:30pm PDT
Expo Hall - Room 208ABC UNLV Student Union - 4505 South Maryland Parkway

General Programming, All Levels

8:15am PDT

Expo Hall Open

Visit the Expo Hall to chat with our awesome event sponsors, get some free coffee & tea, check in with HQ at our workstation, and take a photo with the Support Driven backdrop!

(Plus - some light breakfast bites can be found here each morning!)

Wednesday May 15, 2024 8:15am - 1:00pm PDT
Expo Hall - Room 208ABC UNLV Student Union - 4505 South Maryland Parkway

General Programming

9:00am PDT

Forging a Path into Support Engineering

Attendees will gain useful advice and strategies to help them understand how to pursue a rewarding career in support engineering and get started building useful tools for their support team.

Speakers

Yvette Johns

Wednesday May 15, 2024 9:00am - 9:20am PDT
Room 205 UNLV Student Union - 4505 South Maryland Parkway

Career Development, Beginner (0-3 years)

9:00am PDT

Does Customer Sentiment Really Affect Churn?

Join us as we dive into the results of a community research study about the effects of Customer Sentiment on Churn. We all have our assumptions, but let’s review what the data shows and talk about it!

Speakers

Joseph Lee

Wednesday May 15, 2024 9:00am - 9:20am PDT
Room 209 UNLV Student Union - 4505 South Maryland Parkway

Customer Experience, Intermediate (3-5 years)

9:00am PDT

Outsourcing 2.0: How AI and market volatility are making CX Leaders rethink their outsourcing decisions

In this session, we’ll explore:
- the latest trends in organisations' outsourcing usage and vendor decisions, satisfaction, and loyalty
- how the growing capabilities of AI are making organizations rethink what they expect from their outsourced programs
- how organisations are measuring the value of their outsourcing programs

Speakers

Craig Crisler

CEO, SupportNinja

Strong and innovative leader with sound, progressive insight for businesses and non-profits.Hands-on and driven Executive to make a difference in pioneering companies. COO, CX, International Operations, Fundraising, Sales, HR, grant management expertise. Developer and implementer... Read More →

Wednesday May 15, 2024 9:00am - 9:20am PDT
Room 207 UNLV Student Union - 4505 South Maryland Parkway

Management, Advanced (5+ years)

9:00am PDT

Conversation Corner - Networking

Moderators

Alison Groves

Help Scout

Wednesday May 15, 2024 9:00am - 9:30am PDT
Room 211 UNLV Student Union - 4505 South Maryland Parkway

Conversation Corner, All Levels

9:30am PDT

My Story - Turning Layoffs into Your Next Career Chapter

Managing your mental health amidst layoff and preparing for your next opportunity.

Speakers

Francis Labi

Tier 2 Support Engineer, Language IO

I have over 5 years of experience working as a Technical Support Engineer at high growth startups like Postman, Gatsby Inc(acquired by Netlify) and currently Language I/O. Let’s talk about career development and fun activities outside work.

Wednesday May 15, 2024 9:30am - 9:50am PDT
Room 205 UNLV Student Union - 4505 South Maryland Parkway

Career Development, Beginner (0-3 years)

9:30am PDT

Practical WFM: End and Prevent Backlogs

Learn to see a backlog coming and how to estimate it's potential. More importantly, figure out how to get rid of them and never go into backlog jail again.

Speakers

Ty Givens

Wednesday May 15, 2024 9:30am - 9:50am PDT
Room 209 UNLV Student Union - 4505 South Maryland Parkway

Customer Experience, All Levels

9:30am PDT

Integrate 7 Culture Principles Proven to Optimize Performance

Participants will learn how to proactively integrate the 7 Culture principles proven to create a culture of engagement that drives bottom-line results.

Speakers

Adam Boelke

Managing Partner, Alignment Advantage Group

Wednesday May 15, 2024 9:30am - 9:50am PDT
Room 207 UNLV Student Union - 4505 South Maryland Parkway

Management, All Levels

9:30am PDT

Consulting 101

Are you thinking about exploring consulting as a part or full time gig? Bring your questions and let’s chat about all things support consulting.

This is a Conversation Corner session: a casual space where people can connect with each other and share advice and thoughts around a topic hosted by Help Scout.

Moderators

Alison Groves

Help Scout

Speakers

Matt Dale

CX Consultant, Moxie CX

Jenny Dempsey

Consultant, Jenny Dempsey Solutions

I'm a furniture flipping, dog-loving, hot yoga enthusiast who's all about community and customer service. Throughout my career, I've worn many hats, proudly serving my teams and customers. Here are some highlights:▪️ I enjoyed working with a small, remote team in building and... Read More →

Wednesday May 15, 2024 9:30am - 10:00am PDT
Room 211 UNLV Student Union - 4505 South Maryland Parkway

Conversation Corner, All Levels

10:00am PDT

Navigating Your Career Journey with Confidence

Learn how to confidently navigate the interview process and present your best self to secure your desired career opportunity.

Speakers

Wayne Worthington

Head of GTM, HiOperator

Wednesday May 15, 2024 10:00am - 10:20am PDT
Room 205 UNLV Student Union - 4505 South Maryland Parkway

Career Development, All Levels

10:00am PDT

The Knowledge Framework: Never Leave the Team Hanging

Attendees will come out with a proven framework that reduces ramp-up time for new and updated software, so that the upskill cycle for new or updated software can be shortened, and onboarding time for new support agents can be reduced.

Speakers

Yoram Baltinester

Wednesday May 15, 2024 10:00am - 10:20am PDT
Room 207 UNLV Student Union - 4505 South Maryland Parkway

Knowledge Management, Advanced (5+ years)

10:00am PDT

Mastering Outsourcing Integration: The Rom-Com Guide to Perfect Partnerships

Learn to outsource the right way by getting the level of integration correct from the beginning.

Speakers

Vicky Windell

Head of Tech and SaaS Client Experience, Boldr Impact

You can talk to me about outsourcing strategies, team integration, facilitating connections between talent and opportunities, and enhancing client experiences.

Wednesday May 15, 2024 10:00am - 10:20am PDT
Room 209 UNLV Student Union - 4505 South Maryland Parkway

Management, Intermediate (3-5 years)

10:00am PDT

Measuring Success: Support KPIs

Which KPIs and success metrics are most effective? How to select and use metrics as a north star for improving the customer experience.

This is a Conversation Corner session: a casual space where people can connect with each other and share advice and thoughts around a topic hosted by Help Scout.

Moderators

Alison Groves

Help Scout

Speakers

Elyse Mankin

Director of Product Support, Help Scout

Wednesday May 15, 2024 10:00am - 10:30am PDT
Room 211 UNLV Student Union - 4505 South Maryland Parkway

Conversation Corner, All Levels

10:30am PDT

What Tom Cruise taught your customers about AI

I want to encourage CX organizations and professionals to get the most from their AI investments by implementing them in the best way possible and always striving towards the ultimate goal of improving their customers’ experiences.

Speakers

Sam Chandler

Director, Startup Success, Zendesk

Sam Chandler’s job is to ensure that her customers look like rockstars. And it’s a job she takes quite seriously. As the Director of Success for the Zendesk for Startups Program, Sam enables her team to partner with founders, executives, administrators, and agents to develop... Read More →

Wednesday May 15, 2024 10:30am - 10:50am PDT
Room 209 UNLV Student Union - 4505 South Maryland Parkway

AI, All Levels

10:30am PDT

From Chasing to Embracing: Rethinking Support Metrics

Learn to embrace metrics as a compass, not a destination, to genuinely enhance customer experiences and drive meaningful service improvements.

Speakers

Joseph Huisman

Director, Customer Success

Wednesday May 15, 2024 10:30am - 10:50am PDT
Room 207 UNLV Student Union - 4505 South Maryland Parkway

Support Operations, Intermediate (3-5 years)

10:30am PDT

Support Career Planning

What are helpful things to think about/plan for as you plot your support career course? We’ll chat through ideas for boosting your support super powers as you level up.

This is a Conversation Corner session: a casual space where people can connect with each other and share advice and thoughts around a topic hosted by Help Scout.

Moderators

Alison Groves

Help Scout

Speakers

Cameron Mitchell

Help Scout

Wednesday May 15, 2024 10:30am - 11:00am PDT
Room 211 UNLV Student Union - 4505 South Maryland Parkway

Conversation Corner, All Levels

11:00am PDT

Is AI coming for your Customer Service job?

Customer service professionals shouldn’t fear AI, but shouldn’t be complacent either.

Speakers

Ciaran Doyle

Head of Marketing, Loris

Wednesday May 15, 2024 11:00am - 11:20am PDT
Room 207 UNLV Student Union - 4505 South Maryland Parkway

AI, Intermediate (3-5 years)

11:00am PDT

Turning Challenges & Difficult Conversations into Leadership Opportunities

Turn difficult conversations and challenges into opportunities for leadership and constructive collaboration across your organization.

Speakers

April Buske

Manager, Member Success, Text In Church

Wednesday May 15, 2024 11:00am - 11:20am PDT
Room 205 UNLV Student Union - 4505 South Maryland Parkway

Career Development, Intermediate (3-5 years)

11:00am PDT

Balancing Act: Navigating Part-Time Consulting with a Full-Time Job and/or Side Hustle

In this session, you'll gain practical insights and strategies for managing part-time consulting alongside a full-time job or creative side hustle, drawing from first-hand experiences. Learn effective time management techniques, client boundary-setting, negotiation strategies for fair compensation, resume building, and more, empowering you to achieve balance and success in your consulting journey and beyond.

Speakers

Jenny Dempsey

Consultant, Jenny Dempsey Solutions

Wednesday May 15, 2024 11:00am - 11:20am PDT
Room 209 UNLV Student Union - 4505 South Maryland Parkway

Consulting, All Levels

11:00am PDT

The Hardest Parts of Being a Manager

Navigating layoffs. Letting someone go. Leading through uncertainty. We’ll talk through the hardest parts of a manager’s job, tips for best practices, caring for yourself and your team, and how to prep (as best you can).

This is a Conversation Corner session: a casual space where people can connect with each other and share advice and thoughts around a topic hosted by Help Scout.

Moderators

Alison Groves

Help Scout

Speakers

Elyse Mankin

Director of Product Support, Help Scout

Wednesday May 15, 2024 11:00am - 11:30am PDT
Room 211 UNLV Student Union - 4505 South Maryland Parkway

Conversation Corner, All Levels

11:30am PDT

Don’t Sleep on Self-care: Strategies for Workplace Well-being

Self-care strategies help you maintain personal well-being, resilience, and overall job satisfaction—things that are necessary to thrive in your career.

Speakers

Blair Glass

Wednesday May 15, 2024 11:30am - 11:50am PDT
Room 207 UNLV Student Union - 4505 South Maryland Parkway

Career Development, Beginner (0 - 3 years)

11:30am PDT

Content Chaos? How to Streamline Your Knowledge Base

Attendees will be guided on how to ease the pressure off the daunting process that is organizing and structuring KB content and learn innovative practices on how to declutter both internal and customer-facing materials.

Speakers

Hannah Cole

Senior Customer Care Specialist, FitNow, Inc. | Lose It!, Cleveland Clinic Diet App

Wednesday May 15, 2024 11:30am - 11:50am PDT
Room 209 UNLV Student Union - 4505 South Maryland Parkway

Knowledge Management, All Levels

11:30am PDT

Reduce Misrouted Tickets by >50% - How to Drive Results Through Continuous Innovation

Discover practical strategies CashApp’s support org used to reduce misrouted tickets and other common support mistakes.

Speakers

Dan Barak

co-founder and CEO of Text Blaze, Text Blaze

Karissa Fiorentino

Senior Customer Experience Improvement Specialist, CashApp

Wednesday May 15, 2024 11:30am - 11:50am PDT
Room 205 UNLV Student Union - 4505 South Maryland Parkway

Support Operations, All Levels

11:30am PDT

Conversation Corner - Networking

Moderators

Alison Groves

Help Scout

Wednesday May 15, 2024 11:30am - 12:00pm PDT
Room 211 UNLV Student Union - 4505 South Maryland Parkway

Conversation Corner, All Levels

12:00pm PDT

Closing Keynote Panel - Navigating Layoffs

Let's talk about what we've all been dealing with over the past few years - both aspects of mass layoffs: what to do when you're laid off and how to survive when half your team is but you aren't.

Moderators

General Programming, All Levels