2013 HDI Full Conference Audio Download


SKU: 2013-HDI Category:


Sessions recorded LIVE at The Mandalay Bay Resort • April 17-19, 2013 • Las Vegas, Nevada USA


Keynote -2 Mission Possible: Rob “Waldo” Waldman © 2013 All Rights Reserved
Keynote-3 The Business of Innovation: Terry Jones © 2013 All Rights Reserved
Keynote-5 The Levity Effect: Why it Pays to Lighten Up: Scott Christopher © 2013 All Rights Reserved


Session 101 The Economic Impact of Support: What’s Your Value Proposition?: Jeffrey Rumburg
Session 102 The Hitchhiker’s Guide to Universal Service Management: Ian Clayton
Session 103 The Basics of Organizational Change in Support: Katherine Lord
Session 104 Better Service Delivery Through Process Execution: Ric Mims
Session 105 Don’t Geek IT, Speak IT! Influence and Lead Your Team: Manley Feinberg
Session 106 Metrics Your Business Won’t Ignore: Phyllis Drucker
Session 107 Understanding and Quantifying Downtime: You Can’t Manage What You Can’t Measure: Neils Loader
Session 108 Recruiting Today’s Service Superstars: Mary Cruse
Session 109 Breaking Down the Barriers to Collaboration: Rae Ann Bruno
Session 110 I Want My iPhone and I Want it Now!: Chad Hill, Terri Oropeza
Session 201 Service Management in 20/20: Vance Brown, Ron Muns
Session 202 Should You Establish a Service Management Office?: Jayne Groll
Session 203 Defining Services – Science, Art, or Voodoo?: Doug Tedder
Session 204 From Shame to Fame in Operational Excellence: Benjamin Compton
Session 205 Media Madness, Magazines, and Metaphors: Kirk Weisler
Session 206 Performance Dashboards: The University of Miami Approach: Eddie Vidal
Session 207 Next-Generation Service Support: Engaging Your Customer: Ken Gonzalez
Session 208 Service the Zappos Way: Jonathan Wolske
Session 209 VDI Implementation and Support: A Real-World Example: Jeremy Gruenke, Jeff Pitts
Session 210 Knowledge Management, Self-Service and the Social Enterprise: Rick Joslin, Pete McGarahan
Session 301 The Outside-In, Inside-Out Continuum: A Lockheed Martin Experience: Ian Clayton, Shue-Jane Thompson
Session 302 The Future of Knowledge Management: Greg Oxton
Session 304 Do More with Less: Improving Efficiencies in Lean Times: Jamie Stannard
Session 305 Inspiring Leadership in the Age of More with Less: Sandra Seroskie
Session 306 Performance to Quality: The Eternal Challenge: Malcolm Fry
Session 307 The Road to Customer Satisfaction: From Service Design to Customer Value: Julie Mohr
Session 308 You Are Not Alone: A Look at Desktop Support Research Results: Jenny Rains
Session 309 Supporting and Managing the Mobile Device Workforce: Michael Devaney
Session 310 Improving Operations with Cloud Computing: Anthony Orr
Session 402 Let’s Make IT happen: Patrick Bolger
Session 403 Business Continuity Planning for Service Desks: Andrew Ferrigno
Session 404 On the House: Tips for Creating a Faster, Cheaper, and Better Internal Support Center: Jason Baker, Linda Toro
Session 405 Personnel Performance Management: Treating the Symptoms: Jim McKennan
Session 406 If William Deming Ran Your Support Center: Dan Lafever
Session 407 Back to Basics: Focusing on the Customer Experience: Rae Ann Bruno
Session 408 Cause and Effect: What You Need to Know About Desktop Support KPIs: Jeffrey Rumburg
Session 409 The New Job of IT in an Increasingly Mobile World: David Baeza
Session 410 To SaaS or Not to SaaS?: Eveline Oehrlich
Session 501 Strategic Staffing: Winning the War for Talent (Panel): John Reed
Session 502 The Benefits of a Quality Problem Management Program: Pete McGarahan
Session 503 The Art of Failure: Customer Services vs. Customer Engagement: Matt Hooper
Session 504 Understanding, Adopting, and Sustaining a Shared Services Unit: Julie Mohr
Session 505 First Lead Yourself, Then Lead Others: Mike Kublin
Session 506 The CIA Declassified: Creating a Culture and a Team of Special Agents: Benjamin Compton
Session 507 Metrics 101: Understanding What to Measure and Where to Use the Metrics: John Custy
Session 508 The Customer Experience: Self-Service and Social Support: Roy Atkinson
Session 509 If Buddha Had an iPad: The Ultimate Body Hack of Today’s Knowledge Worker: Christopher M. Dancy
Session 510 Cloud Meets Contact Center: From Zero to Hero in Fourteen Days!: Heather Donnelly
Session 601 IT Alignment and Value Network Metrics: A Wake-Up Call: Bill Payne
Session 602 The Service Desk: Past, Present, and Future: Malcolm Fry
Session 603 Developing Your Service Improvement Plan: Ric Mims
Session 604 KCS: From the Service Desk to the Enterprise: Stephenie Gloden, Steve McMillan
Session 605 Revolutionize, Revitalize, and Reenergize Your Teams and Your Services: Gregg Gregory
Session 606 Workforce Management Metrics: Putting the Puzzle Together: Fancy Mills
Session 607 Call Monitoring: Scoring for Success: Eddie Vidal
Session 608 Optimize Your Support Center by Understanding the Customer Experience: David Chism, Robert Jew
Session 609 The Secret Sauce: How a Burger Company Reigns Supreme in Field Support: Fábio Pessoa
Session 610 Adapting Workflow Management Tools to Service and Support: Mike Hanson
Session 701 Controlling the Cloud: Support Professionals Are Not an Endangered Species: Dr. Dave Penny
Session 702 DevOps: The Future of ITSM, ITIL, and the Cloud: Hank Marquis
Session 703 Student Staff: The Key to Success: Kellie Campbell, Erik Lightbody
Session 704 Story Warriors: Kirk Weisler
Session 705 Do We Need Surveys Anymore?: Bill Stockton, Phil Verghis
Session 706 Fanatical Support at Rackspace: Rob Collazo
Session 707 BYOD and the Consumerization of IT: Changing the Face of IT Support: Shawn Genoway
Session 708 Walk-In Support: Bring Down the Walls and the Restrictions: Mark Fitzgerald
Session 709 Gamification and Reputation as the Future of Peer-to-Peer Self-Service: Lawrence Eng
Session 710 Let’s Chat: The Road to a Successful Chat Implementation: Aran McFarland
Session 801 Can You Handle This? Assessing Your Staffing Strategy: Brian Fox
Session 802 Service Excellence in the New Millennium: Running IT as a Business: Phyllis Drucker
Session 803 Support Tips: Delivered Fast, Fun, and Furiously: Gina Montague
Session 804 Hang Up the Phone and Increase Customer Satisfaction: Richard Graves
Session 805 PMIL: A People Management Infrastructure Library: Bill Payne
Session 806 Knowledge Management Metrics That Matter: Cindy Smith
Session 807 Behavior-Focused Quality Management: NOT By the Numbers: Andy Kilgore
Session 808 Customer Service Lessons from a Couch Potato: Krista Ciccozzi
Session 809 A Journey Through Desktop Optimization: Kelly Polo
Session 810 Are We There Yet? Designing a Service Desk with Mobility in Mind: Michael Estep