Sessions recorded LIVE at the Rosen Shingle \u2022 April 9-12, 2019 \u2022 Orlando, Florida USA<\/p>\n
GENERAL SESSIONS<\/p>\n
\u2022 Opening General Session: HOPE THEORY: How Belief, Behavior, and Accountability Drive High Performance (Libby Gill) \u00a9 2019 All Rights Reserved
\n\u2022 Keynote 2: 5 Steps To Make The Impossible Possible (Ben Nemtin) \u00a9 2019 All Rights Reserved
\n\u2022 Keynote 3: Relentless Adaptation: Best Practices for Today’s Digital Economy (Amber Mac) \u00a9 2019 All Rights Reserved
\n\u2022 Closing General Session: The Fred Factor 2.0: New Ideas on How to Keep Delivering Extraordinary Results (Mark Sanborn) \u00a9 2019 All Rights Reserved<\/p>\n
CONCURRENT SESSIONS<\/p>\n
\u2022 Session 101: Your Metrics Are Talking to You…But Are You Listening? Roy Atkinson
\n\u2022 Session 102: How to Write Like a Human in an Age of Speed Leslie O’Flahavan & Jeff Toister
\n\u2022 Session 103: Creating a Positive Culture: The View from the C-Suite Cindy Leavitt (CASE STUDY)
\n\u2022 Session 104: Business Process Improvement on a Shoe-String Budget Rachel Mulry (CASE STUDY)
\n\u2022 Session 105: We’ve Been Hacked: Why Security Needs All Hands on Deck Phyllis Drucker
\n\u2022 Session 106: Feed the Bots: Strategies to Improve Chatbots Through Knowledge Julie Mohr
\n\u2022 Session 107: Automation: The Next Big Service Desk Initiative Willette Glenn & Bobby Rubio (CASE STUDY)
\n\u2022 Session 108: People Strategy: An Agile Experiential Revolution Patricia Blackstaffe
\n\u2022 Session 109: Duck, Duck, Goose, and the Black Swan: Modernizing Incident Response Dave Cliffe<\/p>\n
\u2022 Session 201: Chat for Technical Support: First American’s Continuing Journey Toward Best Practice Mary Cruse
\n\u2022 Session 202: Oh, You Meant That? Setting and Managing Expectations Lou Hunnebeck
\n\u2022 Session 203: Autonomous Leaders: Creating a Self-Managed Team Creating a Self-Managed Team Gina Montague (CASE STUDY)
\n\u2022 Session 204: Northwestern Mutual’s Service Transformation Jeremy Lewandowski (CASE STUDY)
\n\u2022 Session 205: Radical Success: Managing Service and Support as a Business Jeffrey Rumburg
\n\u2022 Session 206: ITIL 4: What’s It All About? John Custy & Donna Knapp
\n\u2022 Session 207: CX Advocacy in a Digitally Transforming Multichannel World, Janice Dietz, & Taffany Van Rossen
\n\u2022 Session 208: Finding the Right Fit: Making the Right Hires, Right Now James Johnson (PANEL)
\n\u2022 Session 209: The Emerging Tech Hat Trick: Changes at the Help Desk James Stanger
\n\u2022 Session 210: Taking Support to the Next Level: Communication, Collaboration, Coordination Vincent Geffray<\/p>\n
\u2022 Session 301: “As You Wish”: Enabling the Power of Story with Your Data Adam Rauh
\n\u2022 Session 302: Boondoggle to Beneficial: Rethinking Customer Surveys Andrew Gilliam
\n\u2022 Session 303: The Language of Listening: Drive Results and Employee Engagement Jason Wischer
\n\u2022 Session 304: Agile Service Delivery: Making Work Flow Manuel Palachuk
\n\u2022 Session 305: This Girl Scout Wasn’t Prepared for a Firestorm: The Importance of Disaster Communication) Bren Hanson (CASE STUDY)
\n\u2022 Session 306: Turning the Aircraft Carrier in Higher Ed: Texas A&M’s KCS Voyage Michael Crocker, Jon Griffey & Matt Lacy (CASE STUDY)
\n\u2022 Session 307: Extending Service Management Across the Enterprise Craig McDonogh
\n\u2022 Session 308: Streamlining Deskside Support at UCF: Getting Into the Zone Stephen Johnson & JP Peters (CASE STUDY)
\n\u2022 Session 309: An Extraordinary Workplace Is More Than Ping Pong Tables and Bean Bag Chairs Kai Dickens
\n\u2022 Session 310: Learning from Incidents: 5 Lessons from High-Performing Teams Donna Knapp<\/p>\n
\u2022 Session 401: Making Feedback Matter: Taking Voice of Customer to the Next Level Nate Brown
\n\u2022 Session 402: The Secret Ingredients to a Great Service Culture Nancy Van Elsacker Louisnord
\n\u2022 Session 403: Using Data, Knowledge, and Analytics to Make Better Business Decisions: The First American Corp. Experience Brad Biagi, & Pete McGarahan (CASE STUDY)
\n\u2022 Session 404: When Two Become One: Successfully Consolidate and Create Service Desks Jarrod Sandel & Erik Zempel (CASE STUDY)
\n\u2022 Session 405: HR Isn’t IT, Silly: Strategies for Enterprise Service Management Phyllis Drucker
\n\u2022 Session 406: AI Isn’t Taking Your Job….Unless You Give Your Job Away Roy Atkinson
\n\u2022 Session 407: Live Chat: The Channel Is Mature but Chat Quality Still Isn’t Good Enough Leslie O’Flahavan
\n\u2022 Session 408: Shifting Left?: How to Drive End-User Adoption Ed Perez
\n\u2022 Session 409: Developing and Advancing a Centralized Support Center in K-12 Districts Brian Grinstead, Mary Sawyer, & Adam Smeets (CASE STUDY)
\n\u2022 Session 410: Automation for the Princesses: How to Slash Ticket Resolution Times Jade Kahn & Hagop Yaglian (CASE STUDY)<\/p>\n
\u2022 Session 501: Metrics Magic: Ask the Experts! Rae Ann Bruno, John Custy, Jeffrey Rumburg (PANEL\/ROUNDTABLE)
\n\u2022 Session 502: Elevating the Customer Experience by Simplifying the Feedback Process Lucia Caron
\n\u2022 Session 503: Solving the Analyst Empowerment Problem Jeff Toister
\n\u2022 Session 504: How Boeing Increased Support Options While Reducing Overall Spend Heather M. Brammer & Angie Tobin (CASE STUDY)
\n\u2022 Session 505: Hunt Zombies, Kill Your Darlings, and Prototype Like a Star Justin Muller (CASE STUDY)
\n\u2022 Session 506: Championing the Inclusive but Often Elusive CMDB Jessica Alfaro
\n\u2022 Session 507: 12 Steps to Successfully Implement AI for Service Desks Charlie Guerini
\n\u2022 Session 508: Using Design Thinking to Create an Amazing Customer Experience Ben Brennan
\n\u2022 Session 509: From Dysfunctional to Cohesive: 5 Behaviors of Successful Teams Gregg Gregory
\n\u2022 Session 510: Collaborating for Success: The Future of Service and Support Culture Bob Roark<\/p>\n
\u2022 Session 601: AI, Self-Service, and User-Facing Knowledge in Technical Support: Research in Review Roy Atkinson & Chris Savio
\n\u2022 Session 602: Luxury Support Knows No Boundaries: A Look Inside The Blue Box Cory Rothman (CASE STUDY)
\n\u2022 Session 603: Writing Is a “Hard Skill”; All Support Professionals Need Leslie O’Flahavan
\n\u2022 Session 604: Walk-Up Support: Transforming the Service and Customer Experience Rae Ann Bruno & Jill Weber (PANEL)
\n\u2022 Session 605: In and Out: Lessons Learned Using Rightsourcing Mitch Bryant (CASE STUDY)
\n\u2022 Session 606: How to Make Better Business Decisions Utilizing Data, Knowledge, and Analytics: A Roundtable with First American Mary Cruse, Brad Biagi, & Pete McGarahan
\n\u2022 Session 607: Quality Matters: Increasing Quality to Increase CSAT Beth Jacobsen
\n\u2022 Session 608: The Fundamentals of Cybersecurity Awareness Marvin Stein
\n\u2022 Session 609: Building Trust: Being a High-Trust Leader Lea Brovedani
\n\u2022 Session 610: A Crash Course on Change Control: A Capabilities Approach Greg Sanker<\/p>\n
\u2022 Session 701: Seven Steps for Building a CX Dashboard That Drives Results Sue Duris
\n\u2022 Session 702: CXEQ: The Superpower All Service and Support Pros Need Glynis Devine
\n\u2022 Session 703: The Good, The Bad, and the Ugly: Managing Struggling Employees Thomas Wilk
\n\u2022 Session 704: Categorization: A Method to the Madness Julie Mohr
\n\u2022 Session 705: The Duality of Strategic Sourcing Jeff Ruffini & Dan Wilson (CASE STUDY)
\n\u2022 Session 706: How to Implement a Chatbot for ITSM That Delivers Results Fran Fernandez
\n\u2022 Session 707: Service Management Disrupted! ITSM to ESM Doug Rabold<\/p>\n
\u2022 Session 801: Using Customer Service Data for Continuous Improvement Gina Montague
\n\u2022 Session 802: Why You Should Be Disrupting the Customer Journey Dennis Gershowitz
\n\u2022 Session 803: If It Weren’t for These Freaking People: The Pool of Relationships Deborah Monroe
\n\u2022 Session 804: Our Weight Loss Journey: Trimming Bulky Processes Using Lean IT Kyle Barnick, Lynne Jeffers, Josh Naylor, Charles Rita, Ivette Torres (CASE STUDY)
\n\u2022 Session 805: Next Step, Quality: 5 Steps to Increasing Service Desk Effectiveness LaTonya Morgan, Monica Morrison (CASE STUDY)
\n\u2022 Session 806: ITSM Frameworks: Your Choices, Risks and Benefits Ric Mims
\n\u2022 Session 807: Indifferent;Intrigued;Engaged: Taking Employees from Zero to Hero Garilynn Wollard
\n\u2022 Session 808: What IT Support Can Learn from Customer Support Technology Liz Allen<\/p>\n","protected":false},"excerpt":{"rendered":"
Sessions recorded LIVE at the Rosen Shingle \u2022 April 9-12, 2019 \u2022 Orlando, Florida USA GENERAL SESSIONS \u2022 Opening General Session: HOPE THEORY: How Belief, Behavior, and Accountability Drive High Performance (Libby Gill) \u00a9 2019 All Rights Reserved \u2022 Keynote 2: 5 Steps To Make The Impossible Possible (Ben Nemtin) \u00a9 2019 All Rights Reserved […]<\/p>\n","protected":false},"featured_media":700,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"_links":{"self":[{"href":"https:\/\/www.professionalprograms.net\/bookstore\/wp-json\/wp\/v2\/product\/695"}],"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=695"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.professionalprograms.net\/bookstore\/wp-json\/wp\/v2\/media\/700"}],"wp:attachment":[{"href":"https:\/\/www.professionalprograms.net\/bookstore\/wp-json\/wp\/v2\/media?parent=695"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}