Sessions recorded LIVE at the Colorado Convention Center \u2022 May 18 \u2013 May 22, 2025 \u2022
\nLas Vegas, Nevada USA<\/p>\n
GENERAL SESSIONS<\/p>\n
\u2022 Keynote: The Power of Authenticity: Supercharge Your Career, Your Workplace Culture and Your Happiness (Mariana Atencio) \u00a9 2025 All Rights Reserved
\n\u2022 Keynote: Agility Unleashed: Powering What\u2019s Next (Rod Mathews) \u00a9 2025 All Rights Reserved
\n\u2022 Keynote: Facing Our Futures \u2013 to 2030 and Beyond! (Nikolas Badminton) \u00a9 2025 All Rights Reserved
\n\u2022 Keynote: Performance with Purpose: Driving Excellence in Service Delivery (Morgan Aspinall) \u00a9 2025 All Rights Reserved
\n\u2022 Keynote: The Confidence Cycle: The Secret for Everyday Engagement and Motivation (Juan Bendana) \u00a9 2025 All Rights <\/p>\n
CONCURRENT SESSIONS<\/p>\n
\u2022 Session 101: Reimagining and Transforming the St. Jude IT Customer Experience (Ben Boyd & Jasmine Carman)
\n\u2022 Session 102: TBD (Katrina MacDermid)
\n\u2022 Session 103: Evolving the End-User Experience: Pivoting and Optimizing Your Organization for the Future (Craig Hayes & Curtis Plemmons)
\n\u2022 Session 104: The Zero Touch Blueprint: Designing the Service Desk of the Future (Jeff Rumburg)
\n\u2022 Session 105: The D&D Players Handbook: A Guide to Team Culture (Amie Adams, Erik Albrechtson, & Scott Tilson)
\n\u2022 Session 106: Win by 1000 Cuts: Transforming Challenges into Triumphs (Esther Pham & Varun Sharma)<\/p>\n
\u2022 Session 201: The Knowledge Revolution: Captivating Campus with Self Service (Micah Armstrong & Amanda Pritchard)
\n\u2022 Session 202: Impacts of KCS on the Curation of AI Chatbots at Banco do Brasil (Fabiane Campos Vale Jerke & Adriana Antonia Treulieb)
\n\u2022 Session 203: Bang Your Head: Lyrics That Motivate You To Act (Darryl Jacoby)
\n\u2022 Session 204: Master the Game: Elevating Success with Performance Analytics, AI and Next-Gen Reporting (Jordan Fischer)
\n\u2022 Session 205: Driving Transformation through Experience Management and XLAs (Kim Bowen, Rae Ann Bruno, Joe Fugere, Carmen Johnson, & Weston Morris)
\n\u2022 Session 206: Level Up! Steps to Minimizing Tech Debt (Ryan Sutton)\t<\/p>\n
\u2022 Session 301: Lessons Learned and Best Practices for Implementing a New ITSM System (Zoe Burns)
\n\u2022 Session 302: The Keys to Building and Maintaining Extraordinary Teams (Matt Beran, Omar Graves, Gina Montgue, & Monica Morrison)
\n\u2022 Session 303: From SLAs to XLAs: Transforming IT Service Management for a Better User Experience (Paul Gargiulo & Michael Thomas)
\n\u2022 Session 304: LEGEND of the STORY GIVER – Echoes of Excellence, an Army of Tellers, a Legacy of Influence (Kirk Weisler)
\n\u2022 Session 305: Meet, Greet and Repeat Support World Live Speed Networking (Erica Marois)
\n\u2022 Session 306: Industry Perspective – The Mastermind Panel (Randy Celeya, Peter McGarahan, Ric Mims, & Tony North)\t<\/p>\n
\u2022 Session 401: Channel Surfing: Assuring Quality Across All Support Channels (Phyllis Drucker)
\n\u2022 Session 402: Unlock Your Potential: Career Growth Hacks from IT Support Pros (Donald Chew, Chris Eder, Erica Marois, Teresa Pelley, & Tyler Russell)
\n\u2022 Session 403: Exit Stage Right: Creating your Exit Strategy (Michael Hason, Angee Phong, Jennifer Stamp, & Jamie Stannard)
\n\u2022 Session 404: IT Interns \u2013 The Future of Smarter Service (Adam Hohbein)
\n\u2022 Session 405: Just Do It – Intro to Lean at Chick-fil-A (Joel Koh)
\n\u2022 Session 406: Women in IT: Challenges, Progress, and the Path Forward (Vicki Rogers)\t<\/p>\n
\u2022 Session 501: Quality within Quantity (Chris Tidwell)
\n\u2022 Session 502: Early Learnings Using Gen AI in Help Desk Service (Barckley Toole)
\n\u2022 Session 503: Customer Service, Emotional Intelligence, & Practical Applications (Chris Gillis)
\n\u2022 Session 504: From Ticket Takers To Knowledge Curators (Nate Brown)
\n\u2022 Session 505: Leadership With E’s: Leading By Letting Go (Doug Rabold)
\n\u2022 Session 506: Support Evolution: Strategies for Improving Customer Experience (Rebecca Mark & Janice Smith)\t\t<\/p>\n
\u2022 Session 601: The Future of AI Driven Personalization of Service (Sandi Conrad, Valance Howden, & Greg Sanker)
\n\u2022 Session 602: Enabling Experience Outcomes: The Power of Servant Leadership (Rocky McGwire)
\n\u2022 Session 603: From Burnout to Brilliance: Revitalizing Support Teams (Matthew Pincus)
\n\u2022 Session 604: Tech vs. Touch: Navigating the IT Service Conundrum (Ric Mims<\/p>\n","protected":false},"excerpt":{"rendered":"
Sessions recorded LIVE at the Colorado Convention Center \u2022 May 18 \u2013 May 22, 2025 \u2022 Las Vegas, Nevada USA GENERAL SESSIONS \u2022 Keynote: The Power of Authenticity: Supercharge Your Career, Your Workplace Culture and Your Happiness (Mariana Atencio) \u00a9 2025 All Rights Reserved \u2022 Keynote: Agility Unleashed: Powering What\u2019s Next (Rod Mathews) \u00a9 2025 […]<\/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\/1198"}],"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=1198"}],"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=1198"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}