Sessions recorded LIVE at the MGM Grand Hotel and Casino \u2022 April 10-13, 2018 \u2022 Las Vegas, Nevada USA<\/p>\n
GENERAL SESSIONS<\/p>\n
Opening General Session: The 10 N\u2019s of Networking: How to Optimize Your Networking Style to Create Lasting Opportunities (Kaplan Mobray) \u00a9 2018 All Rights Reserved
\nKeynote 2: Overcoming Challenges with Determination and Attitude (Herschel Walker) \u00a9 2018 All Rights Reserved
\nKeynote 3: Experience as the North Star: Don\u2019t Lose Your Way with Your Customers (Warren Tomlin) \u00a9 2018 All Rights Reserved
\nKeynote 4: Harnessing the Rhythm of Teams (Mark Schulman) \u00a9 2018 All Rights Reserved
\nKeynote 5: Improving Happiness\u2014and the Bottom Line (Nataly Kogan) \u00a9 2018 All Rights Reserved<\/p>\n
CONCURRENT SESSIONS<\/p>\n
Session 101: Crowdsourcing: A Collaboration of Desktop Support Questions and Answers, Rae Ann Bruno
\nSession 102: Dashboards 101, Phyllis Drucker
\nSession 103: 3 Tips to Take Your Service Desk to the Next Level, Ryan Ogilvie
\nSession 104: Flow, Feedback and the Service Desk, Donna Knapp
\nSession 105: 5 Ways Automation Will Help You\u2014If You\u2019re Prepared, Roy Atkinson
\nSession 106: Managing an Exceptional Multigenerational Team, Melissa Jackman
\nSession 107: Service Leadership\u2019s 9 Guiding Principles: Modeling Success, Lou Hunnebeck, Stuart Rance
\nSession 108: How to Think Like a Customer, Greg Sanker
\nSession 109: Quick Fixes for Analyst Performance Challenges, Jeff Toister
\nSession 110: The Service Desk\u2019s Role in the Cyber Security Kill Chain, James Stanger
\nSession 201: Crowdsourcing: A Collaboration of Desktop Support Questions and Answers, Rae Ann Bruno
\nSession 202: Using Customer Service Data for Continuous Improvement, Gina Montague
\nSession 203: Overcoming Volume Spikes with Analysis, Preparation, and Execution, Geoffrey Ruonavaara
\nSession 204: Service and Support in the Era of Digital Transformation, John Clark
\nSession 205: ITSM Deep Dive: Classification, Prioritization, Escalation, and Alerting, Troy DuMoulin
\nSession 206: 5 Steps to Effective, Engaging, and Authentic Leadership, Julie Mohr
\nSession 207: The Creative Storm: Blowing Away the Barriers to Team Performance in the Modern Support Organization, Nelson Cabral
\nSession 208: Rise of the Machines: How AI is Transforming IT and the Self-Service Experience, Ian Aitchison
\nSession 209: Metrics 101, Krista Ciccozzi
\nSession 210: Surveying the Customer Experience, Pete McGarahan
\nSession 301: Beyond Desktop Support: A Journey from the Deskside to Comprehensive Service, Michael Hanson
\nSession 302: How Southwest Airlines Used Metrics to Reach a Higher Plane (Case Study), Jeff Rumburg
\nSession 303: Building the Service Desk Analyst Scorecard, Rae Ann Bruno
\nSession 304: Ask the Workforce Management Wizard, Todd Gladden
\nSession 305: Transformation, Transparency, and Accountability: A Case Study on Changing the Way We Deliver IT Services (Case Study), Ana Agostini, Eddie Vidal
\nSession 306: 5 Behaviors of a Cohesive Team, Gregg Gregory
\nSession 307: The CIO Panel, Pete McGarahan
\nSession 308: Develop a Data-Driven Strategy to Mind-Blowing IT Support Ben Brennan
\nSession 309: Seeing the Diamond in the Rough: Hiring and Coaching for Success, Melissa Jackman
\nSession 310: Bad Bots Panel, Jeff Toister (Panelists: Ian Aitchison, Roy Atkinson, Leslie O’Flahavan)
\nSession 401: The Future of Desktop Support, James Stanger
\nSession 402: Outcome-Based Reporting for Processes and Projects: Remembering the Why, Lou Hunnebeck
\nSession 403: Service Desk Lessons Learned, Krista Ciccozzi , (Panelists: Tamika Fudge, Cay Robertson, and Ed Glapinski)
\nSession 404: Why KCS? A Western Kentucky University Success Story, Kaliegh Averdick
\nSession 405: A Crash Course in Change Management, Greg Sanker
\nSession 406: If It Weren\u2019t for These Freakin\u2019 People!: A Deep Dive into the Pool of Relationships, Deborah Monroe
\nSession 407: Managing and Sourcing Strategic Vendor Relationships, Allyson Rollins, Dan Wilson
\nSession 408: Support Everywhere: Adapting Technical Support for Social Customer Care, Andrea Silas
\nSession 409: DevOps 101: What the Service Desk Needs to Know, David Moskowitz
\nSession 410: What is DX and Why Should I Care?, Phyllis Drucker
\nSession 501: How Walk-Up Support Can Transform the Customer Experience, Justin Menapace
\nSession 502: Improving Service with Right Sized Metrics, Ryan Ogilvie
\nSession 503: 10 Golden Rules of Service Desk Ticketing, Manuel Palachuk
\nSession 504: The New Incident Management, Charles Betz
\nSession 505: Chat for Technical Support: A Discovery Journey to Best Practices, Mary Cruse
\nSession 506: The Language of Listening: Drive Results and Employee Engagement, Jason Wischer
\nSession 507: Managing and Sourcing Strategic Vendor Relationships Roundtable, Allyson Rollins, Dan Wilson
\nSession 508: Customer Journey Mapping: Put the Customer at the Center of Support, Miranda Reshaw
\nSession 509: Engaging Women in IT, Vicki Rogers
\nSession 510: Leaders Are Readers, Readers Are Leaders, Kirk Weisler
\nSession 601: KCS Swarming: Ways to Gain Efficiencies for Desktop Support, Per-Kristian Broch-Mathisen
\nSession 602: Working and Tracking Time in Real-Time, Manuel Palachuk
\nSession 603: Starting from Scratch: How to Create a Brand-New Team (Case Study), Vicki Rogers
\nSession 604: The Enterprise Service Desk: The Greatest Opportunity in a Generation!, Jeff Rumburg
\nSession 605: Mapping the Incident Management Process: Blueprint for Success, Julie Mohr
\nSession 606: The Secrets to Successful Support: HDI Award Finalists\u2019 Panel Discussion, Dian Survance, Jill Weber
\nSession 607: Creating your Service Strategy, Jeremy Hart
\nSession 608: The Secrets to Analyst Engagement, Jeff Toister
\nSession 609: Relevant and Real Security Stories That Threaten Your Company, Judy Schnurr, Jeff Wilkinson
\nSession 610: Measuring the Quality of Desktop Support, Deborah Monroe
\nSession 701: TECHTalk with Rae Ann and Rumburg, Rae Ann Bruno, Jeff Rumburg
\nSession 702: Service Desk Metrics Go DevOps, Eric Krueger
\nSession 703: Outsourcing for Success: A Blue Print of Best Practices, Richa Batra, Michael Zastudil
\nSession 704: Robot Army or Automated Helper: Is Your Support Organization Ready to Use Bots to Communicate with Customers?,Leslie O’Flahavan
\nSession 705: Leggo My Lego!: Learn and Apply Lean Management Like Never Before, Jamie Stannard
\nSession 706: The Tallest Tower: Building Teams, Towers, and Trust, Kirk Weisler
\nSession 707: Taking Problem Management Seriously: You Can\u2019t Afford Not To Support It, James Bolton
\nSession 708: The Path to Service Excellence, Nancy Van Elsacker Louisnord
\nSession 709: Automation: The Next Big Service Desk Initiative, Willette Glenn
\nSession 710: Support Culture: 50 Tips in 50 Minutes, Gina Montague
\nSession 801: Moving Desktop to Proactive Using Self-Help and the Service Catalog, Cay Robertson
\nSession 802: The Calm After the Storm: Taking a Disciplined Approach to Growth and Change, Andrea Silas
\nSession 803: Successful Global Communication with Your Team and Customers, Jan Dietz
\nSession 804: Stayin\u2019 Alive: Creating and Keeping a Strong KCS Culture, Liz Bunger
\nSession 805: Turbocharge Service Management Through Lean and Agile Thinking (Case Study), Jonathan Hinkle
\nSession 806: The Tallest Tower: Building Teams, Towers, and Trust, Kirk Weisler
\nSession 807: The Future of ITSM, Stuart Rance
\nSession 808: Bridging the Generation Gap of Business Expectations for IT, Kristin Bathe, Mathew Hooper
\nSession 809: The Power of Play: The Missing Ingredient in Your Company, Kai Dickens
\nSession 810: Driving Collaboration, Teamwork, and Employee Satisfaction with Innovative Workflow (Case Study), Bruce Nelson<\/p>\n","protected":false},"excerpt":{"rendered":"
Sessions recorded LIVE at the MGM Grand Hotel and Casino \u2022 April 10-13, 2018 \u2022 Las Vegas, Nevada USA GENERAL SESSIONS Opening General Session: The 10 N\u2019s of Networking: How to Optimize Your Networking Style to Create Lasting Opportunities (Kaplan Mobray) \u00a9 2018 All Rights Reserved Keynote 2: Overcoming Challenges with Determination and Attitude (Herschel […]<\/p>\n","protected":false},"featured_media":390,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"_links":{"self":[{"href":"https:\/\/www.professionalprograms.net\/bookstore\/wp-json\/wp\/v2\/product\/389"}],"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=389"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.professionalprograms.net\/bookstore\/wp-json\/wp\/v2\/media\/390"}],"wp:attachment":[{"href":"https:\/\/www.professionalprograms.net\/bookstore\/wp-json\/wp\/v2\/media?parent=389"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}