Sessions recorded LIVE at the MGM Conference Center \u2022 May 2 – 5, 2023 \u2022 Las Vegas, Nevada USA<\/p>\n
GENERAL SESSIONS
\n\u2022 General Session: Connecting the Workplace and Life Through F.U.N. (Paul Long) \u00a9 2023 All Rights Reserved<\/p>\n
\u2022 General Session: The Best Story Wins in Business and Beyond! (Matthew Luhn) \u00a9 2023 All Rights Reserved
\n\u2022 General Session: How to Support a More Innovative, Creative and Diverse Mindset (Vital Germaine) \u00a9 2023 All Rights Reserved
\n\u2022 General Session: Optimizing Your Leadership Energy: Your Unmatched Advantage to Reshaping How You Lead and Succeed (Sara Ross) \u00a9 2023 All Rights Reserved
\n\u2022 General Session: Build a Momentum Mindset\u00ae: How to Be More Adaptable, Resilient and Ready for What’s Next in a Rapidly Changing World (Kim Becking) \u00a9 2023 All Rights <\/p>\n
CONCURRENT SESSIONS<\/p>\n
\u2022 Session 101: Onboarding: The Journey Begins Before It Starts (Chris Eder, Adam Hohbein, Beth Jacobson, & Anthony Settepanella)
\n\u2022 Session 102: Restoring Trust After a Service Failure (Jeff Toister)
\n\u2022 Session 103: 5 Tips for Fixing the Service Portal Experience Gap (Phyllis Drucker)
\n\u2022 Session 104: Creating a Culture of Problem Management: Reducing Contacts and Increasing Accountability at Lowes (Kris Little & Chris Meadows)
\n\u2022 Session 105: Experience Management: How to build an XLA (eXperience Level Agreement)? (Weston Morris, Davoud Pourhossein, & Patrycja Sobera)
\n\u2022 Session 106: Real, Not Retro: Leadership for a Digital Age (Patti Blackstaffe)
\n\u2022 Session 107: Sharing the Keys to the Kingdom: Training Your Service Desk (Angee Phong)<\/p>\n
\u2022 Session 201: 7 Behaviors of Transformational Leaders (NJ Robinson)
\n\u2022 Session 202: No Baffling Shenanigans (No B.S.): Outdated Support Strategies and Reasons to Drop Them!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)
\n\u2022 Session 203: How to Make an Impact in the Modern Workplace (Peter McGarahan)
\n\u2022 Session 204: An Implementor’s Guide to Launching KCS (Marni Casanova & Alex Perkins)
\n\u2022 Session 205: Lessons Learned from Real World KCS Implementations (Alex Baker)
\n\u2022 Session 206: Aligning Service with Business Through Innovation-Focused Metrics (Bill Guinn)
\n\u2022 Session 207: You CAN Build a People-First Support Culture! (Niko Miller & Tammy Ward)<\/p>\n
\u2022 Session 301: Somehow, I Manage: Lessons in Neurodiversity from “The Office”(Doug Rabold)
\n\u2022 Session 302: Transformation and Experience: How Support Organizations Contribute to Organizational Improvement (Roy Atkinson)
\n\u2022 Session 303: Tech Support Engineers in an AI World: Fast-Changing Requirements (Jeff Rumburg)
\n\u2022 Session 304: Reporting That Works: Less Can Be More (Stephen Paskel)
\n\u2022 Session 305: AITSM? The “A” Should Stand for “Advanced,” Not “AI” (Stephen Mann)
\n\u2022 Session 306: Managing Your Flight Deck: Essential Skills for Leading Multiple Teams While Staying on Course (Gregg Gregory)<\/p>\n
\u2022 Session 401: Grandpa’s Pool Game: Everything You Need to Know About the Outcome of Conflict (Deborah Monroe)
\n\u2022 Session 402: How to Build a Better Template for Knowledge Base Articles (Leslie O\u2019Flahavan)
\n\u2022 Session 403: Shift Right! What to Do When Self-Service Costs More Than In-Person Support (Dan Sisto)
\n\u2022 Session 404: Strategies for Fostering Career Growth and Development at Northwestern Mutual (Adam Labban, Jeremy Groth, & Jill Weber)
\n\u2022 Session 405: Diversity, Equity, and Inclusion: Trends, Challenges, and Priorities for Leaders (Maria DiRuzza, Vicki Rogers, Monica, Morrison, & Angee Phong)
\n\u2022 Session 406: Building High-Performance Teams Depends On… (Greg Sanker, Roy Atkinson, Patti Blackstaffe, David Moskowitz, & David Nichols)
\n\u2022 Session 407: Visualizing work: streams, journeys, maps and more (Matt Beran)\t\t<\/p>\n
\u2022 Session 501: Cultivating a Culture of Engagement in the Hybrid Workplace (Rae Ann Bruno)
\n\u2022 Session 502: Practice Squad to Starters: Developing Future Professionals for your Team (DeAndrea Norris)
\n\u2022 Session 503: The Value of Support: It’s the Question That Always Comes Up… (Doug Tedder)
\n\u2022 Session 504: Strategic Service Leadership: Creating Business-Relevant Services, Culture, and Value (Peter McGarahan)
\n\u2022 Session 505: Build Your ITSM Core Strength for Customer Experience Success (Greg Sanker)
\n\u2022 Session 506: How to Prioritize All Your Priorities (Brain Miller)
\n\u2022 Session 507: The Heart in the Art of Leadership: How to Help a Surviving Team Thrive Through Servant Leadership (Rocky McGuire)\t<\/p>\n
\u2022 Session 601: Navigating the Total Experience Ecosystem to Delight Your Customers, Employees, and Stakeholders (Kristi Lawrence & Jason Wischer)
\n\u2022 Session 602: How to Establish a Culture of Exceptional Customer Experience (Mart Rovers)
\n\u2022 Session 603: Plan for the Future and Future-Proof the Plan: Creating a Culture of Improvement (Steve Evans)
\n\u2022 Session 604: The Heart of Knowledge: Building Trust at Farm Credit Mid-America (Fred Gordon, Rebecca Mark, & Janice Smith)
\n\u2022 Session 605: ITSM the Occam’s Razor Way: Sometimes Simple Is Best (Vicki Rogers)
\n\u2022 Session 606: Dugger Wilkin: People Person Paper People (Doug Rabold)<\/p>\n
\u2022 Session 701: IT Interns: The Future of Smarter Service (Adam Hobein)
\n\u2022 Session 702: Keeping Your Team Engaged in a Virtual World (Sandy Confer)
\n\u2022 Session 703: Putting “The Way We’ve Always Done It” in the Rear View: A Service Improvement Roadmap (Michael Hanson & Teresa Pelley)
\n\u2022 Session 705: Your Future Self \u2013 NOW (Kirk Weisler)<\/p>\n
\u2022 Session 801: Hiring Your Way to Organizational Success (Joe Sciulli)
\n\u2022 Session 802: Optimizing Your Support Model: Federated vs. Centralized Service Desks (Ryan Turcotte)
\n\u2022 Session 803: Lessons in Scaling IT Support from Veterans United Home Loans (David Leon)
\n\u2022 Session 805: The Perfect Recipe: ITIL with Agile to Propel Support Capability (Robert Woods)<\/p>\n","protected":false},"excerpt":{"rendered":"
Sessions recorded LIVE at the MGM Conference Center \u2022 May 2 – 5, 2023 \u2022 Las Vegas, Nevada USA GENERAL SESSIONS \u2022 General Session: Connecting the Workplace and Life Through F.U.N. (Paul Long) \u00a9 2023 All Rights Reserved \u2022 General Session: The Best Story Wins in Business and Beyond! (Matthew Luhn) \u00a9 2023 All Rights […]<\/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\/1153"}],"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=1153"}],"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=1153"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}