Description
Sessions recorded LIVE at the MGM Conference Center • May 2 – 5, 2023 • Las Vegas, Nevada USA
GENERAL SESSIONS
• General Session: Connecting the Workplace and Life Through F.U.N. (Paul Long) © 2023 All Rights Reserved
• General Session: The Best Story Wins in Business and Beyond! (Matthew Luhn) © 2023 All Rights Reserved
• General Session: How to Support a More Innovative, Creative and Diverse Mindset (Vital Germaine) © 2023 All Rights Reserved
• General Session: Optimizing Your Leadership Energy: Your Unmatched Advantage to Reshaping How You Lead and Succeed (Sara Ross) © 2023 All Rights Reserved
• General Session: Build a Momentum Mindset®: How to Be More Adaptable, Resilient and Ready for What’s Next in a Rapidly Changing World (Kim Becking) © 2023 All Rights
CONCURRENT SESSIONS
• Session 101: Onboarding: The Journey Begins Before It Starts (Chris Eder, Adam Hohbein, Beth Jacobson, & Anthony Settepanella)
• Session 102: Restoring Trust After a Service Failure (Jeff Toister)
• Session 103: 5 Tips for Fixing the Service Portal Experience Gap (Phyllis Drucker)
• Session 104: Creating a Culture of Problem Management: Reducing Contacts and Increasing Accountability at Lowes (Kris Little & Chris Meadows)
• Session 105: Experience Management: How to build an XLA (eXperience Level Agreement)? (Weston Morris, Davoud Pourhossein, & Patrycja Sobera)
• Session 106: Real, Not Retro: Leadership for a Digital Age (Patti Blackstaffe)
• Session 107: Sharing the Keys to the Kingdom: Training Your Service Desk (Angee Phong)
• Session 201: 7 Behaviors of Transformational Leaders (NJ Robinson)
• Session 202: No Baffling Shenanigans (No B.S.): Outdated Support Strategies and Reasons to Drop Them! (Greg Sanker, Roy Atkinson, Patti Blankstaffe, Rae Ann Bruno, & Angee Phong)
• Session 203: How to Make an Impact in the Modern Workplace (Peter McGarahan)
• Session 204: An Implementor’s Guide to Launching KCS (Marni Casanova & Alex Perkins)
• Session 205: Lessons Learned from Real World KCS Implementations (Alex Baker)
• Session 206: Aligning Service with Business Through Innovation-Focused Metrics (Bill Guinn)
• Session 207: You CAN Build a People-First Support Culture! (Niko Miller & Tammy Ward)
• Session 301: Somehow, I Manage: Lessons in Neurodiversity from “The Office”(Doug Rabold)
• Session 302: Transformation and Experience: How Support Organizations Contribute to Organizational Improvement (Roy Atkinson)
• Session 303: Tech Support Engineers in an AI World: Fast-Changing Requirements (Jeff Rumburg)
• Session 304: Reporting That Works: Less Can Be More (Stephen Paskel)
• Session 305: AITSM? The “A” Should Stand for “Advanced,” Not “AI” (Stephen Mann)
• Session 306: Managing Your Flight Deck: Essential Skills for Leading Multiple Teams While Staying on Course (Gregg Gregory)
• Session 401: Grandpa’s Pool Game: Everything You Need to Know About the Outcome of Conflict (Deborah Monroe)
• Session 402: How to Build a Better Template for Knowledge Base Articles (Leslie O’Flahavan)
• Session 403: Shift Right! What to Do When Self-Service Costs More Than In-Person Support (Dan Sisto)
• Session 404: Strategies for Fostering Career Growth and Development at Northwestern Mutual (Adam Labban, Jeremy Groth, & Jill Weber)
• Session 405: Diversity, Equity, and Inclusion: Trends, Challenges, and Priorities for Leaders (Maria DiRuzza, Vicki Rogers, Monica, Morrison, & Angee Phong)
• Session 406: Building High-Performance Teams Depends On… (Greg Sanker, Roy Atkinson, Patti Blackstaffe, David Moskowitz, & David Nichols)
• Session 407: Visualizing work: streams, journeys, maps and more (Matt Beran)
• Session 501: Cultivating a Culture of Engagement in the Hybrid Workplace (Rae Ann Bruno)
• Session 502: Practice Squad to Starters: Developing Future Professionals for your Team (DeAndrea Norris)
• Session 503: The Value of Support: It’s the Question That Always Comes Up… (Doug Tedder)
• Session 504: Strategic Service Leadership: Creating Business-Relevant Services, Culture, and Value (Peter McGarahan)
• Session 505: Build Your ITSM Core Strength for Customer Experience Success (Greg Sanker)
• Session 506: How to Prioritize All Your Priorities (Brain Miller)
• Session 507: The Heart in the Art of Leadership: How to Help a Surviving Team Thrive Through Servant Leadership (Rocky McGuire)
• Session 601: Navigating the Total Experience Ecosystem to Delight Your Customers, Employees, and Stakeholders (Kristi Lawrence & Jason Wischer)
• Session 602: How to Establish a Culture of Exceptional Customer Experience (Mart Rovers)
• Session 603: Plan for the Future and Future-Proof the Plan: Creating a Culture of Improvement (Steve Evans)
• Session 604: The Heart of Knowledge: Building Trust at Farm Credit Mid-America (Fred Gordon, Rebecca Mark, & Janice Smith)
• Session 605: ITSM the Occam’s Razor Way: Sometimes Simple Is Best (Vicki Rogers)
• Session 606: Dugger Wilkin: People Person Paper People (Doug Rabold)
• Session 701: IT Interns: The Future of Smarter Service (Adam Hobein)
• Session 702: Keeping Your Team Engaged in a Virtual World (Sandy Confer)
• Session 703: Putting “The Way We’ve Always Done It” in the Rear View: A Service Improvement Roadmap (Michael Hanson & Teresa Pelley)
• Session 705: Your Future Self – NOW (Kirk Weisler)
• Session 801: Hiring Your Way to Organizational Success (Joe Sciulli)
• Session 802: Optimizing Your Support Model: Federated vs. Centralized Service Desks (Ryan Turcotte)
• Session 803: Lessons in Scaling IT Support from Veterans United Home Loans (David Leon)
• Session 805: The Perfect Recipe: ITIL with Agile to Propel Support Capability (Robert Woods)
