Description
Sessions recorded LIVE at the Colorado Convention Center • May 18 – May 22, 2025 •
Las Vegas, Nevada USA
GENERAL SESSIONS
• Keynote: The Power of Authenticity: Supercharge Your Career, Your Workplace Culture and Your Happiness (Mariana Atencio) © 2025 All Rights Reserved
• Keynote: Agility Unleashed: Powering What’s Next (Rod Mathews) © 2025 All Rights Reserved
• Keynote: Facing Our Futures – to 2030 and Beyond! (Nikolas Badminton) © 2025 All Rights Reserved
• Keynote: Performance with Purpose: Driving Excellence in Service Delivery (Morgan Aspinall) © 2025 All Rights Reserved
• Keynote: The Confidence Cycle: The Secret for Everyday Engagement and Motivation (Juan Bendana) © 2025 All Rights
CONCURRENT SESSIONS
• Session 101: Reimagining and Transforming the St. Jude IT Customer Experience (Ben Boyd & Jasmine Carman)
• Session 102: TBD (Katrina MacDermid)
• Session 103: Evolving the End-User Experience: Pivoting and Optimizing Your Organization for the Future (Craig Hayes & Curtis Plemmons)
• Session 104: The Zero Touch Blueprint: Designing the Service Desk of the Future (Jeff Rumburg)
• Session 105: The D&D Players Handbook: A Guide to Team Culture (Amie Adams, Erik Albrechtson, & Scott Tilson)
• Session 106: Win by 1000 Cuts: Transforming Challenges into Triumphs (Esther Pham & Varun Sharma)
• Session 201: The Knowledge Revolution: Captivating Campus with Self Service (Micah Armstrong & Amanda Pritchard)
• Session 202: Impacts of KCS on the Curation of AI Chatbots at Banco do Brasil (Fabiane Campos Vale Jerke & Adriana Antonia Treulieb)
• Session 203: Bang Your Head: Lyrics That Motivate You To Act (Darryl Jacoby)
• Session 204: Master the Game: Elevating Success with Performance Analytics, AI and Next-Gen Reporting (Jordan Fischer)
• Session 205: Driving Transformation through Experience Management and XLAs (Kim Bowen, Rae Ann Bruno, Joe Fugere, Carmen Johnson, & Weston Morris)
• Session 206: Level Up! Steps to Minimizing Tech Debt (Ryan Sutton)
• Session 301: Lessons Learned and Best Practices for Implementing a New ITSM System (Zoe Burns)
• Session 302: The Keys to Building and Maintaining Extraordinary Teams (Matt Beran, Omar Graves, Gina Montgue, & Monica Morrison)
• Session 303: From SLAs to XLAs: Transforming IT Service Management for a Better User Experience (Paul Gargiulo & Michael Thomas)
• Session 304: LEGEND of the STORY GIVER – Echoes of Excellence, an Army of Tellers, a Legacy of Influence (Kirk Weisler)
• Session 305: Meet, Greet and Repeat Support World Live Speed Networking (Erica Marois)
• Session 306: Industry Perspective – The Mastermind Panel (Randy Celeya, Peter McGarahan, Ric Mims, & Tony North)
• Session 401: Channel Surfing: Assuring Quality Across All Support Channels (Phyllis Drucker)
• Session 402: Unlock Your Potential: Career Growth Hacks from IT Support Pros (Donald Chew, Chris Eder, Erica Marois, Teresa Pelley, & Tyler Russell)
• Session 403: Exit Stage Right: Creating your Exit Strategy (Michael Hason, Angee Phong, Jennifer Stamp, & Jamie Stannard)
• Session 404: IT Interns – The Future of Smarter Service (Adam Hohbein)
• Session 405: Just Do It – Intro to Lean at Chick-fil-A (Joel Koh)
• Session 406: Women in IT: Challenges, Progress, and the Path Forward (Vicki Rogers)
• Session 501: Quality within Quantity (Chris Tidwell)
• Session 502: Early Learnings Using Gen AI in Help Desk Service (Barckley Toole)
• Session 503: Customer Service, Emotional Intelligence, & Practical Applications (Chris Gillis)
• Session 504: From Ticket Takers To Knowledge Curators (Nate Brown)
• Session 505: Leadership With E’s: Leading By Letting Go (Doug Rabold)
• Session 506: Support Evolution: Strategies for Improving Customer Experience (Rebecca Mark & Janice Smith)
• Session 601: The Future of AI Driven Personalization of Service (Sandi Conrad, Valance Howden, & Greg Sanker)
• Session 602: Enabling Experience Outcomes: The Power of Servant Leadership (Rocky McGwire)
• Session 603: From Burnout to Brilliance: Revitalizing Support Teams (Matthew Pincus)
• Session 604: Tech vs. Touch: Navigating the IT Service Conundrum (Ric Mims
