{"id":1097,"date":"2021-11-12T16:23:37","date_gmt":"2021-11-12T16:23:37","guid":{"rendered":"http:\/\/www.professionalprograms.net\/bookstore\/?post_type=product&p=1097"},"modified":"2021-11-12T16:23:37","modified_gmt":"2021-11-12T16:23:37","slug":"2021-support-world-live-digital-download","status":"publish","type":"product","link":"https:\/\/www.professionalprograms.net\/bookstore\/product\/2021-support-world-live-digital-download\/","title":{"rendered":"2021 Support World Live! Digital Download"},"content":{"rendered":"\n\n\n
\u00a0<\/u><\/em><\/strong><\/p>\n

Sessions recorded LIVE at the Omni Orlando Resort at Champions Gate\u2022 November 8-11, 2021 \u2022 Orlando, Florida \u00a0\u00a0USA<\/em><\/p>\n

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General Sessions<\/u><\/em><\/strong><\/p>\n

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\u00a8<\/strong> General Session: <\/strong>There\u2019s Always A Way: How to Cultivate Resilient, Focused, And Energized Teams During Uncertain Times (Alex Banayan)<\/em> <\/strong>\u00a9 2021 All Rights Reserved<\/p>\n

\u00a8<\/strong> General Session: <\/strong>Intentional Leadership: Currency, Change, & Creating A Powerful Presence (Carla Harris)<\/em> <\/strong>\u00a9 2021 All Rights Reserved<\/p>\n

\u00a8<\/strong> General Session: <\/strong>Driving Change in the Service and Support Industry: A Panel featuring the HDI Strategic Advisory Board (Nassar Nizami)<\/em> <\/strong>\u00a9 2021 All Rights Reserved<\/p>\n

\u00a8<\/strong> General Session: <\/strong>#NoMatterWhat \u2014 The 5 Systems to Achieve Breakthrough Results in Your Business & Life, Regardless Of Circumstances (Sterling Hawkins)<\/em> <\/strong>\u00a9 2021 All Rights Reserved<\/p>\n

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CONCURRENT SESSIONS<\/u><\/em><\/strong><\/p>\n

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\u00a8<\/strong> Session 101: <\/strong>Becoming an Equitable Leader: Building a Strong Team By Leveraging Diverse Talents Organizations (Alma Miller)\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 <\/em><\/strong><\/p>\n

\u00a8<\/strong> Session 102:<\/strong> Star Trek and Conflict: Even Klingons Can Be Reasonable (Denis Rudd) <\/em><\/strong><\/p>\n

\u00a8<\/strong> Session 103:<\/strong> Customer Experience, Employee Experience, and Digital Transformation: Tools for Success (Roy Atkinson)\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 <\/em><\/strong><\/p>\n

\u00a8<\/strong> Session 104:<\/strong> Cyber-Security Awareness Across the Organization (Marvin Stein)\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 <\/em><\/strong><\/p>\n

\u00a8<\/strong> Session 105:<\/strong> Modernizing Team Structure in a Customer-Centric World (Michael Pacitti)<\/em><\/strong><\/p>\n

\u00a8<\/strong> Session 106:<\/strong> The Dating Game: Making the Enterprise Service Management Match! (Chris Chagnon)<\/em><\/strong><\/p>\n

\u00a8<\/strong> Session 107:<\/strong> Agile Change: The Importance of Communication, Automation, and Accountability (Phyllis Drucker)<\/em><\/strong><\/p>\n

\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 <\/em><\/strong><\/p>\n

\u00a8<\/strong> Session 201:<\/strong> Building Trust in a Virtual World (Lea Brovedani)<\/em><\/strong><\/p>\n

\u00a8<\/strong> Session 202:<\/strong> Organizational Change Management: From Planning in the Huddle to Executing on the Field (Jason Wischer)<\/em><\/strong><\/p>\n

\u00a8<\/strong> Session 203:<\/strong> Expectations, Exceeded!: Delivering Impactful Customer Experiences (Evan Carlson)\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 <\/em><\/strong><\/p>\n

\u00a8<\/strong> Session 204:<\/strong> Adapting Classroom Dispatch to Support Virtual Teaching and Learning (Marie DiRuzza)\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 <\/em><\/strong><\/p>\n

\u00a8<\/strong> Session 205:<\/strong> Capturing the Loyalty of the Modern Customer (Nate Brown)<\/em><\/strong><\/p>\n

\u00a8<\/strong> Session 206:<\/strong> Hyperautomation, Industry 4.0, and the Service Desk (Drew Jaehnig)<\/em><\/strong><\/p>\n

\u00a8<\/strong> Session 208:<\/strong> The Secret Sauce Is Execution: Lessons from “The V*A*L*U*E Formula” (Ken Wendle)<\/em><\/strong><\/p>\n

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\u00a8<\/strong> Session 301:<\/strong> Cultural Champions and the Dynamics of a Perfectly Imperfect Team (Don Varela)<\/em><\/strong><\/p>\n

\u00a8<\/strong> Session 302:<\/strong> A MasterClass in IT Metrics (Ben Brennan)<\/em><\/strong><\/p>\n

\u00a8<\/strong> Session 303:<\/strong> CX Principles Every Service Desk Should Leverage (Rebecca Roemen)<\/em><\/strong><\/p>\n

\u00a8<\/strong> Session 304:<\/strong> Translating Geek Speak: Communicating the Value of IT to Non-IT Decision Makers (N.J. Robinson)\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 <\/em><\/strong><\/p>\n

\u00a8<\/strong> Session 307:<\/strong> Want Real ESM?\u00a0 Start with VSM! (Doug Tedder) <\/em><\/strong><\/p>\n

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\u00a8<\/strong> Session 401: <\/strong>Become the Leader You Would Work For (Darryl Jacoby) <\/em><\/strong><\/p>\n

\u00a8<\/strong> Session 402: <\/strong>CAB: The Good, the Bad, and the Ugly (Vicki Rogers)<\/em>\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 <\/strong><\/p>\n

\u00a8<\/strong> Session 403: <\/strong>The Transformation of Desktop Support and the Customer Experience (Rae Ann Bruno)\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 \u00a0 <\/em><\/strong><\/p>\n

\u00a8<\/strong> Session 404: <\/strong>Leggo My Lego!: An Exciting Way to Learn and Apply Lean Management (Matt Siefker & Jamie Stannard)<\/em><\/strong><\/p>\n

\u00a8<\/strong> Session 405: <\/strong>Building a World-Class Internal Support Team for World-Class External Support Teams (Matt Metzinger)<\/em><\/strong><\/p>\n

\u00a8<\/strong> Session 406: <\/strong>Digital Transformation: Everything You Wish You’d Known Before You Started (David Cannon)\u00a0\u00a0 <\/em><\/strong><\/p>\n

\u00a8<\/strong> Session 407: <\/strong>ITIL4 and the Service Management of the Future (Phyllis Drucker)<\/em><\/strong><\/p>\n

\u00a8<\/strong> Session 408: <\/strong>Building an Engaged Global Team, One Connection at a Time (Jason Stonehouse)<\/em><\/strong><\/p>\n

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\u00a8<\/strong> Session 501: <\/strong>5-Star Leaders, or the Leaders Who Changed Our Lives (Kirk Weisler)<\/em><\/strong><\/p>\n

\u00a8<\/strong> Session 502: <\/strong>Maximizing Performance: \u201cThe New Normal\u201d for Desktop Support (Dian Survance)<\/em>\u00a0\u00a0 <\/strong><\/p>\n

\u00a8<\/strong> Session 504: <\/strong>The Capacity Model: Go Beyond the Daily Schedule (Leslie O’Flahavan)<\/em><\/strong><\/p>\n

\u00a8<\/strong> Session 505: <\/strong>Doing What Doesn’t Come Naturally: Why IT Support Pros Must Know How to Express Empathy (Leslie O’Flahavan)<\/em>\u00a0 <\/strong><\/p>\n

\u00a8<\/strong> Session 506: <\/strong>Still Innovating in ITSM: An Ever-Madder Scientist’s Perspectives on Continual Process Improvement (Chris Chagnon)<\/em><\/strong><\/p>\n

\u00a8<\/strong> Session 507: <\/strong>Service Desk Agility: Is That a Thing? (Ric Mims)<\/em><\/strong><\/p>\n

\u00a8<\/strong> Session 508: <\/strong>Experience Management: How It Will Rock Your Support World (Alan Nance)<\/em><\/strong><\/p>\n

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\u00a8<\/strong> Session 601: <\/strong>The Moment of Truth: Where Tech Support Meets the Customer (Dee Borgoyn)<\/em><\/strong><\/p>\n

\u00a8<\/strong> Session 602: <\/strong>Supercharge Your Staff: The Secret to Creating High-Performance Teams (Melissa Jackman)<\/em><\/strong><\/p>\n

\u00a8<\/strong> Session 603: <\/strong>How to Guarantee an Amazing Customer Experience (Jeff Toister)\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 <\/em><\/strong><\/p>\n

\u00a8<\/strong> Session 604: <\/strong>Why You Should Gamify Onboarding (Gina Montague)<\/em>\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 <\/strong><\/p>\n

\u00a8<\/strong> Session 606: <\/strong>Artificial Intelligence in Service and Support: The Future Is Finally Here! (Jeff Rumburg)<\/em><\/strong><\/p>\n

\u00a8<\/strong> Session 607: <\/strong>The Foundational Tools of Continuous Improvement (Michael Hanson)<\/em><\/strong><\/p>\n

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\u00a8<\/strong> Session 702: <\/strong>Igniting Employee Engagement and Boosting Agent Retention (Christopher Mulligan)\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 <\/em><\/strong><\/p>\n

\u00a8<\/strong> Session 703: <\/strong>How I Built This: A Resilient CX Strategy (Justin Robbins)<\/em>\u00a0\u00a0\u00a0 <\/strong><\/p>\n

\u00a8<\/strong> Session 704: <\/strong>The High Costs of a Badly Written Knowledge Base Article (Leslie O’Flahavan)<\/em><\/strong><\/p>\n

\u00a8<\/strong> Session 705: <\/strong>Infusing Your Team with Loyalty and Resilience (Nate Brown)<\/em><\/strong><\/p>\n

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\u00a8<\/strong> Session 801: <\/strong>IT Women, We Can Do Better (Vicki Rogers)\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 <\/em><\/strong><\/p>\n

\u00a8<\/strong> Session 802: <\/strong>Creating Engaged Teams: The Dynamics of Participation (Tom Wilk)<\/em>\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 <\/strong><\/p>\n

\u00a8<\/strong> Session 804: <\/strong>Sprinting a Marathon: Going Remote in Just Two Weeks (Arif Gheewala)<\/em><\/strong><\/p>\n

\u00a8<\/strong> Session 805: <\/strong>Changing Change: The Importance of Holistic Process Improvement \u00a0(Paul Fordiani)<\/em><\/strong><\/p>\n

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\u00a0 \u00a0 \u00a0 \u00a0 \u00a0<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"

\u00a0 Sessions recorded LIVE at the Omni Orlando Resort at Champions Gate\u2022 November 8-11, 2021 \u2022 Orlando, Florida \u00a0\u00a0USA \u00a0 General Sessions \u00a0 \u00a8 General Session: There\u2019s Always A Way: How to Cultivate Resilient, Focused, And Energized Teams During Uncertain Times (Alex Banayan) \u00a9 2021 All Rights Reserved \u00a8 General Session: Intentional Leadership: Currency, Change, […]<\/p>\n","protected":false},"featured_media":1098,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"_links":{"self":[{"href":"https:\/\/www.professionalprograms.net\/bookstore\/wp-json\/wp\/v2\/product\/1097"}],"collection":[{"href":"https:\/\/www.professionalprograms.net\/bookstore\/wp-json\/wp\/v2\/product"}],"about":[{"href":"https:\/\/www.professionalprograms.net\/bookstore\/wp-json\/wp\/v2\/types\/product"}],"replies":[{"embeddable":true,"href":"https:\/\/www.professionalprograms.net\/bookstore\/wp-json\/wp\/v2\/comments?post=1097"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.professionalprograms.net\/bookstore\/wp-json\/wp\/v2\/media\/1098"}],"wp:attachment":[{"href":"https:\/\/www.professionalprograms.net\/bookstore\/wp-json\/wp\/v2\/media?parent=1097"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}