Description
Sessions recorded LIVE at the Omni Orlando Resort at Champions Gate• November 8-11, 2021 • Orlando, Florida USA
General Sessions
¨ General Session: There’s Always A Way: How to Cultivate Resilient, Focused, And Energized Teams During Uncertain Times (Alex Banayan) © 2021 All Rights Reserved ¨ General Session: Intentional Leadership: Currency, Change, & Creating A Powerful Presence (Carla Harris) © 2021 All Rights Reserved ¨ General Session: Driving Change in the Service and Support Industry: A Panel featuring the HDI Strategic Advisory Board (Nassar Nizami) © 2021 All Rights Reserved ¨ General Session: #NoMatterWhat — The 5 Systems to Achieve Breakthrough Results in Your Business & Life, Regardless Of Circumstances (Sterling Hawkins) © 2021 All Rights Reserved
CONCURRENT SESSIONS
¨ Session 101: Becoming an Equitable Leader: Building a Strong Team By Leveraging Diverse Talents Organizations (Alma Miller) ¨ Session 102: Star Trek and Conflict: Even Klingons Can Be Reasonable (Denis Rudd) ¨ Session 103: Customer Experience, Employee Experience, and Digital Transformation: Tools for Success (Roy Atkinson) ¨ Session 104: Cyber-Security Awareness Across the Organization (Marvin Stein) ¨ Session 105: Modernizing Team Structure in a Customer-Centric World (Michael Pacitti) ¨ Session 106: The Dating Game: Making the Enterprise Service Management Match! (Chris Chagnon) ¨ Session 107: Agile Change: The Importance of Communication, Automation, and Accountability (Phyllis Drucker)
¨ Session 201: Building Trust in a Virtual World (Lea Brovedani) ¨ Session 202: Organizational Change Management: From Planning in the Huddle to Executing on the Field (Jason Wischer) ¨ Session 203: Expectations, Exceeded!: Delivering Impactful Customer Experiences (Evan Carlson) ¨ Session 204: Adapting Classroom Dispatch to Support Virtual Teaching and Learning (Marie DiRuzza) ¨ Session 205: Capturing the Loyalty of the Modern Customer (Nate Brown) ¨ Session 206: Hyperautomation, Industry 4.0, and the Service Desk (Drew Jaehnig) ¨ Session 208: The Secret Sauce Is Execution: Lessons from “The V*A*L*U*E Formula” (Ken Wendle)
¨ Session 301: Cultural Champions and the Dynamics of a Perfectly Imperfect Team (Don Varela) ¨ Session 302: A MasterClass in IT Metrics (Ben Brennan) ¨ Session 303: CX Principles Every Service Desk Should Leverage (Rebecca Roemen) ¨ Session 304: Translating Geek Speak: Communicating the Value of IT to Non-IT Decision Makers (N.J. Robinson) ¨ Session 307: Want Real ESM? Start with VSM! (Doug Tedder)
¨ Session 401: Become the Leader You Would Work For (Darryl Jacoby) ¨ Session 402: CAB: The Good, the Bad, and the Ugly (Vicki Rogers) ¨ Session 403: The Transformation of Desktop Support and the Customer Experience (Rae Ann Bruno) ¨ Session 404: Leggo My Lego!: An Exciting Way to Learn and Apply Lean Management (Matt Siefker & Jamie Stannard) ¨ Session 405: Building a World-Class Internal Support Team for World-Class External Support Teams (Matt Metzinger) ¨ Session 406: Digital Transformation: Everything You Wish You’d Known Before You Started (David Cannon) ¨ Session 407: ITIL4 and the Service Management of the Future (Phyllis Drucker) ¨ Session 408: Building an Engaged Global Team, One Connection at a Time (Jason Stonehouse)
¨ Session 501: 5-Star Leaders, or the Leaders Who Changed Our Lives (Kirk Weisler) ¨ Session 502: Maximizing Performance: “The New Normal” for Desktop Support (Dian Survance) ¨ Session 504: The Capacity Model: Go Beyond the Daily Schedule (Leslie O’Flahavan) ¨ Session 505: Doing What Doesn’t Come Naturally: Why IT Support Pros Must Know How to Express Empathy (Leslie O’Flahavan) ¨ Session 506: Still Innovating in ITSM: An Ever-Madder Scientist’s Perspectives on Continual Process Improvement (Chris Chagnon) ¨ Session 507: Service Desk Agility: Is That a Thing? (Ric Mims) ¨ Session 508: Experience Management: How It Will Rock Your Support World (Alan Nance)
¨ Session 601: The Moment of Truth: Where Tech Support Meets the Customer (Dee Borgoyn) ¨ Session 602: Supercharge Your Staff: The Secret to Creating High-Performance Teams (Melissa Jackman) ¨ Session 603: How to Guarantee an Amazing Customer Experience (Jeff Toister) ¨ Session 604: Why You Should Gamify Onboarding (Gina Montague) ¨ Session 606: Artificial Intelligence in Service and Support: The Future Is Finally Here! (Jeff Rumburg) ¨ Session 607: The Foundational Tools of Continuous Improvement (Michael Hanson)
¨ Session 702: Igniting Employee Engagement and Boosting Agent Retention (Christopher Mulligan) ¨ Session 703: How I Built This: A Resilient CX Strategy (Justin Robbins) ¨ Session 704: The High Costs of a Badly Written Knowledge Base Article (Leslie O’Flahavan) ¨ Session 705: Infusing Your Team with Loyalty and Resilience (Nate Brown)
¨ Session 801: IT Women, We Can Do Better (Vicki Rogers) ¨ Session 802: Creating Engaged Teams: The Dynamics of Participation (Tom Wilk) ¨ Session 804: Sprinting a Marathon: Going Remote in Just Two Weeks (Arif Gheewala) ¨ Session 805: Changing Change: The Importance of Holistic Process Improvement (Paul Fordiani)
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