Sessions recorded LIVE at The Rosen Shingle \u2022 April 13-15, 2016 \u2022 Orlando, Florida USA<\/p>\n
GENERAL SESSIONS<\/p>\n
Keynote 1 Disruptive Tech: The Unrecognizable New World of Tech and Culture (David Pogue) \u00a9 2016 All Rights Reserved
\nKeynote 2 How the World Sees You (Sally Hogshead) \u00a9 2016 All Rights Reserved
\nKeynote 4 The Power to Survive (Yossi Ghinsberg) \u00a9 2016 All Rights Reserved
\nKeynote 5 Zap the Gap (Meagan Johnson) \u00a9 2016 All Rights Reserved<\/p>\n
CONCURRENT SESSIONS<\/p>\n
Session 101 Five Roads to Employee Engagement and Success, Eddie Vidal
\nSession 102 Generate the WOW, Gregg Gregory
\nSession 103 Waking Up from a Service Sourcing Nightmare, Dan Wilson
\nSession 104 What If Your Favorite Restaurant Acted Like IT Departments? Ryan Cooper, Tammy Jo (TJ) Martinez
\nSession 105 The Future of Desktop Support: What the KPIs Are Telling Us, Jeff Rumburg
\nSession 106 Don\u2019t Just Ask for Feedback, Commit to it!, Gina Montague
\nSession 107 If Metrics Are the Answer, What Are the Questions?, Roy Atkinson
\nSession 108 Leadership Lessons 100 Years in the Making, Jim Cain
\nSession 109 DevOps: What’s the Impact on the Support Team? Sherry Chang
\nSession 110 VDI: Transform Your Desktop with Virtualization, Mike Voss
\nSession 201 Bobsleds, Bathtubs, and Butterflies: Using Symbols to Reach, Teach, and Inspire, Kirk Weisler
\nSession 202 Make Friends First, Do IT Last, Phil Gerbyshak
\nSession 203 IT in the Shadows: Illuminating and Managing Shadow IT, Phyllis Drucker
\nSession 204 Stories from KCS Champions (Panel Discussion), Rick Joslin
\nSession 205 Team of Winners, Dian Survance, Jill Weber (Panel Discussion)
\nSession 206 Cultivating a Culture of Quality, Rae Ann Bruno
\nSession 207 Aligning PEUE Metrics for Operational Success, Fancy Mills
\nSession 208 Prove It! Gaining Senior Stakeholder Commitment and Confidence in the Service Organization, Pete McGarahan
\nSession 209 Why Service Desks Fail: The Watermelon Effect, Jack Mansfield
\nSession 210 Improving Desktop Support through Actionable Metrics, Scott Spangenberg
\nSession 301 Lead,Mentor,Coach: When, Why, and What’s Difference?, Deborah Monroe
\nSession 302 What CES Is Really About, Jean Mork Bredeson
\nSession 303 5 Proven Ways to Create Change with Gamification, Monica Cornetti
\nSession 304 The Service Desk on the Front Lines of Cyber-Resilience, Bob Rice
\nSession 305 Modernize Your Service Desk Tools: Live Hack to Expose Legacy Solution Vulnerabilities, Sam Elliott, Donald Hasson
\nSession 306 Vertical Mindset: Rebuild Your Personal OS to Realize Your True Potential, Manley Feinberg
\nSession 307 Strategic Measurements: Connecting Operational Metrics to Organizational Strategy, Julie Mohr
\nSession 308 Firestarter: Unleashing the Learning Power in Your Organization, Jeremy Hart
\nSession 309 Having Difficult Performance Conversations to Build a Strong Team, Mary Cruse
\nSession 310 Marketing KCS to the Front Line, Carrie Miller-Cohn
\nSession 401 The Trust Factor: How Trust Impacts Team Dynamics, Melissa Jackman
\nSession 402 Customer Service Excellence: Consistency Is the New Black, Roy Atkinson
\nSession 403 Leading Through Chaos and Momentum, Manley Feinberg
\nSession 404 Is the Traditional IT Department on Its Way Out?, David Cannon
\nSession 405 Creating a Proactive Desktop Model: Breaking Out of the Reactive Grind, Rae Ann Bruno
\nSession 406 Onboarding: It\u2019s Not a Destination, It\u2019s a Journey, Beth Jacobsen
\nSession 407 The Diagnostic Power of Metrics, Jeff Rumburg
\nSession 408 The Secrets of Successful Knowledge Management, Pete McGarahan
\nSession 409 Rewrite Your Templates and Improve Email Quality, Leslie O’Flahavan
\nSession 410 Put Down the Report and Step Away from the Database!, Lou Hunnebeck
\nSession 501 Getting Ready for Generation Z, John Reed
\nSession 502 Creating Customer Value and Exceeding Expectations, Luke Keultjes
\nSession 503 The Rapid Evolution of IT Culture, Brad Paubel, Michelle Stirnemann
\nSession 504 Service Level Tracking Done Right, Frederieke Winkler Prins
\nSession 505 Get on Cloud 9, Mark Dorsett
\nSession 506 Evolving with the Speed of Change, Aran McFarland
\nSession 507 Check Your Gauges and Avoid the Check Engine Light, Jim Bolton
\nSession 508 Digital Transformation: Creating New Dynamics Between IT and Business Users, Bill Keyworth
\nSession 509 Cvent: A Case Study in Launching a Customer Satisfaction Program, Emily Gotosa, Jamie Stannard
\nSession 510 Help Desk Password Management Case Studies from Computer Services and USG, Gary Hein, Will Cheng
\nSession 601 Unlock the Culture You Need to Succeed, Jason Wischer
\nSession 602 Providing Superhero Service, Carrie Armstrong
\nSession 603 Effective Tomorrow, the Service Desk Will No Longer Take Calls, Doug Tedder
\nSession 604 Keep On Keepin’ On: Maturing and Improving IT and the Business, Kevin Ritter
\nSession 605 Does IT Have a Crystal Ball?: A Case Study on Student Technology Use, Jill Beckman, Philip Berenz
\nSession 606 SPOC: One Goal, One Journey., Eddie Vidal
\nSession 607 The Good, Bad and Ugly of Service Desk Metrics, Gary Case
\nSession 608 Success Strategies for Leaders, George D\u2019Iorio
\nSession 609 7 Secrets That Will Transform How You Deliver ITSM, Charles Cyna
\nSession 610 Introducing RESILIA: Cyber-Resilience for the 21st Century, David Moskowitz
\nSession 701 Gamification: The Key to Employee Engagement, Nate Brown
\nSession 702 Customer Trust Derailed? Get It Back on Track, Richard Kenny
\nSession 703 Leadership: Learn It, Live It, Love It, Kirk Weisler
\nSession 704 The ITSM Elevator Is Broken, Please Take The Stairs, Jim Bolton
\nSession 705 Desktop Support: Increased Demand, Changing Role, Roy Atkinson, Jenny Rains
\nSession 706 Building and Maintaining a Winning Self-Service Portal, Kelly Doherty
\nSession 707 The Death of Call Center Metrics, Jack Mansfield
\nSession 708 Digital Workforce Enablement Through Shift-Left, Elinor Klavens
\nSession 709 Global Benchmarks for Knowledge Management, Dr. Adam Krob, Phil Verghis
\nSession 710 Five Innovations in Service Analytics, Simon King
\nSession 801 Synchronize Your Team, Gregg Gregory
\nSession 802 Two Key Differences When Managing the IT Customer Experience, Ian Clayton\uf0a8 Session 803 Reimagine Culture and Deliver an Incredible Service Experience, Melissa Burch, Jason Kaufman
\nSession 804 The Service Desk and the Service Management Office: A Love\/Hate Relationship, John Williams
\nSession 805 The Next Generation of Desktop Support, Mike Hanson
\nSession 806 Beyond the Genius Bar, Doug Tedder
\nSession 807 What’s First Call Resolve?, Phyllis Drucker
\nSession 808 Shadow IT: Coming Out of the Dark, Brandon Dennis, Kyle Schneider
\nSession 809 Overcoming the Biggest Challenges of an ITSM Program, Gary Case
\nSession 810 Do What You Do Best, Every Day!, Jeremy Hart<\/p>\n","protected":false},"excerpt":{"rendered":"
Sessions recorded LIVE at The Rosen Shingle \u2022 April 13-15, 2016 \u2022 Orlando, Florida USA GENERAL SESSIONS Keynote 1 Disruptive Tech: The Unrecognizable New World of Tech and Culture (David Pogue) \u00a9 2016 All Rights Reserved Keynote 2 How the World Sees You (Sally Hogshead) \u00a9 2016 All Rights Reserved Keynote 4 The Power to […]<\/p>\n","protected":false},"featured_media":382,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"_links":{"self":[{"href":"https:\/\/www.professionalprograms.net\/bookstore\/wp-json\/wp\/v2\/product\/381"}],"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=381"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.professionalprograms.net\/bookstore\/wp-json\/wp\/v2\/media\/382"}],"wp:attachment":[{"href":"https:\/\/www.professionalprograms.net\/bookstore\/wp-json\/wp\/v2\/media?parent=381"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}