Happy Valentines Day, SD! Today is the perfect moment to share a love letter to the city of Belgrade where we’ll be hosting SD Expo Europe in only a few short weeks, as well as share our most heartfelt thank you to the community for the incredible support we’ve received in our Kickstarter.

To Our Goal and Beyond!

Less than halfway through our campaign, we’ve exceeded our Kickstarter fundraising target! Thank you to everyone who has taken the time to contribute. Your support in making the event possible is so appreciated.

To our backers, both current and future: The Kickstarter is funded and SD Expo Europe is ON! The pledge you made ( or are planning to make) to the Kickstarter is the same as buying a ticket to the event. You will not be required to make any further payment.

The payment you pledged will be completed on March 4, when the Kickstarter campaign ends. When payment is complete at that time, we will issue you an electronic ticket to the conference. You do not need to print anything out. When you arrive at the conference, we will have you on our registration list, and we will check you in electronically at the Support Driven registration table.

For a sneak peek of what’s to come, check out a blog post from an SD Expo Europe Speaker,  Nancy Dandolos. In He’s A Customer and He’s Angry. What Do You Do? Nancy explores the sensitive art of productively handling angry customers, a topic she’ll be exploring in more detail at Expo Europe.


A Love Letter to Belgrade

Belgrade is a culturally and historically rich city with a vibrant nightlife. If you’re visiting from out of the city, country, or continent, you may be looking for things to do during your downtime. Though it’s far from an exhaustive list, here are some ideas to get you started!



If you’re looking for a more structured tour of the city, the Tourist Organization of Belgrade is the perfect place to start. Whether you prefer to walk, bike, or relax on a bus, they offer resources to help you maximize your experience.

For a unique and authentic experience, Yugo Tours offer the opportunity to take in the sights  from the passenger seat of a a vintage Yugoslav Zastava car.



Home to one of the first breweries in Serbia, Cetinjska Street is among the most modern, artistic, and trendy strips in the city. If you’re looking for hip coffee shops and bars, you’ll want to be sure to make this a destination.

If you’re still feeling thirsty, Samo Pivo, Kas, and Zaokret are popular watering holes to help you immerse yourself in Belgrade’s vibrant beer history.



Speaking of history, there’s no better place to explore Serbia’s history than through a visit to the National Museum,  which aims to document and safeguard the history of both the country and Europe as a whole.

The Museum of Contemporary Art – Belgrade, Museum of Illusions, and the Nikola Tesla Museum also offer cultural and educational experiences.



What better way to see a new city than by running with its locals? The Belgrade Running Club offers a unique view of the city for both beginners and competitive runners alike.

If you prefer to watch athletics rather than participate, the Belgrade Dance Festival offers extraordinary performances and is not to be missed.


Featured Speakers

Juliet Chen

Break Through Artificial Harmony to Build an Effective Team.


Do you often have boring meetings with very few passionate debates? Are the “real discussions” often happening in the backchannels? Are you often hesitant to speak up even when you feel certain decisions would ultimately hurt your team, the customer experience and your organisation? Have you wondered why your teammates seem reluctant to commit even though everyone has “agreed” to certain projects? These are some symptoms of artificial harmony that could be hurting your team, your customer experience, and your organisation. In this workshop, we’ll chat through why artificial harmony could be damaging even if it emerges from good intentions. We’ll dive into group exercises that you can easily implement with your team to encourage more open dialogues so that you can bring out the best ideas and make better decisions. Whether you are a team lead or an individual contributor, you’ll be able to take away practical approaches and techniques to help your team to be more engaged and effective.


Eric Fitzgerald

Automation In Customer Support, Or How I Learned To Stop Worrying And Love The Bot


Bots aren’t the replacement for Support teams as they’re painted to be. We believe that bots work best when they’re paired with human teammates. I hope to address the three main problems that support teams face that can be tackled by bot automation; conversation volume, response times, and teammate engagement. Bots can step in to handle easy, one-touch conversations that would otherwise be handled by a human teammate. They can drive down conversation volumes for your human teammates, while delighting your customers with an instant resolution. In helping to reduce conversation volumes, bots can positively affect your response times, too. Freeing up your teammates to engage with more challenging, layered conversations keeps them interested, and makes the best use of their problem-solving skills. The aim of my talk is to show you how bots and automation can help you tackle these three challenges, resulting in a happy team that has the time to deal with more complex customer questions.


Niamh McHugh

How to Manage Change on Your Growing Support Team


I joined Intercom over a year ago as a CSR, following three years running a startup. I am now an Associate Manager and have gained insight into what to do and what not to do based on my own personal experience and that of the wider Support team at Intercom. One of the main reasons I joined Intercom was to be involved in a startup that was growing exponentially faster than my own. Change is inevitable at a fast moving company and that is something that really excites me. Because of this, I am pumped to come to work everyday knowing that right now, change is as a result of super fast growth. However, not everyone on a Support team has the same insight and change is scary.Whether it is shifting KPI’s or a fluctuating team how do we get everyone on board and what is the best way to speak about it to reduce this fear and manage personal change? As managers, how do we get our team just as pumped about change and growth as we are?  


Vanessa Subramaniam

Scaling Support with Culture in Mind: How Not to Make it Feel Like the First Day at a New School


When your team is growing exponentially, it can be tough to bring in new members to your team and fully integrate them into the culture. From the new hire perspective, it can feel overwhelming to be expected to learn the job and connect with your new colleagues. A successful onboarding week helps new hires understand what the company is all about, what is expected out of the role, and takes an inclusive approach to bringing them into the team. Based on my experience of growing a support team from 13 to 25 within my first 3 months, I’ll share our onboarding calendar template and logic behind strategic ramp ups that produce longer term employee engagement and retention.


Jon McCartie

Going the Distance: Building and Managing a Distributed Team


Remote What does it take to create a healthy and high-functioning distributed team? We’ve been told the benefits of remote work, but very little about how to make remote work … work! In this talk, we’ll discuss the pros and cons of being a part of a remote team and ways to ensure people are doing their best work in an inclusive and integrated environment.


Ilemi Arrindell

How to Communicate You are Invaluable- When People Still Think it’s Just Support.


The fact so many of us have wait this long for something like SDX to come to Europe is evidence of how underestimated our profession is, even by ourselves. Customer support should of never been written off as merely a cost of doing business and you shouldn’t let your company view you as such either. Being neck deep in a burning pile of tickets leaves you liable to being looked over, so how do you project your wisdom meaningfully to the wider team? Areas of focus: 1 . Team Education 2. Cross-team collaboration 3. Filling the gaps 4. Documenting your knowledge

%d bloggers like this: