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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!
avatar for Vicky Windell

Vicky Windell

Boldr Impact
Head of Tech and SaaS Client Experience
Cape Town South Africa
Websitehttps://boldrimpact.com/
Contact Me
LinkedIn on LinkedIn
You can talk to me about outsourcing strategies, team integration, facilitating connections between talent and opportunities, and enhancing client experiences. 
Tuesday, May 14
 

8:15am PDT

Expo Hall Open Expo Hall - Room 208ABC

9:00am PDT

How Does AI Really Work? Room 205Ashwin Sreenivas

9:30am PDT

The Dawning of the Age of Self-Service Room 207Mathew Patterson Starting Out as a Support Manager Room 211Alison Groves • Elyse Mankin

10:00am PDT

Walking Back the Customer Journey Room 207Ben McCormack

10:30am PDT

Building Blocks: Deep Product Knowledge in the Age of AI Room 209Sayam Kim

11:00am PDT

Understanding your Queue Data and Channeling Those Trends for Good Room 211Alison Groves • Elyse Mankin What the World's Slowest Drive-Thru Tells Us About CX Room 205Blair Wilen

11:30am PDT

Inclusive Support: Diversifying Content For Broad Audience Room 213Wyl Villacres

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

2:30pm PDT

How to Differentiate AI Solutions for CX Room 209Craig Stoss • Mike Zayonc

3:00pm PDT

Beyond Chatbots: Learnings and Lessons from AI-powered Support Room 213Trevor Humphrey • John Wang

3:30pm PDT

Upleveling Your Incident Response Plan Room 213Alex Armstead

4:00pm PDT

Convert CSAT to CX with CES Room 209Kevin Steele

4:30pm PDT

Mixer Expo Hall - Room 208ABC
 
Wednesday, May 15
 

8:15am PDT

Expo Hall Open Expo Hall - Room 208ABC

9:00am PDT

Outsourcing 2.0: How AI and market volatility are making CX Leaders rethink their outsourcing decisions Room 207Craig Crisler

10:00am PDT

Mastering Outsourcing Integration: The Rom-Com Guide to Perfect Partnerships Room 209Vicky Windell

10:30am PDT

What Tom Cruise taught your customers about AI Room 209Sam Chandler

11:00am PDT

Is AI coming for your Customer Service job? Room 207Ciaran Doyle

12:00pm PDT

Closing Keynote Panel - Navigating Layoffs Expo Hall - Room 208ABCLizzie Keiper • Elyse Mankin • Matt Dale • Francis Labi • Jenny Dempsey