We’re in the final stretch of our SD Expo Europe Kickstarter, and have raised $15,936 USD to date! There are still 11 days left to contribute in order to take advantage of the Kickstarter backer perks, and we’re turning our attention to crafting an incredible experience in Belgrade.

Book Your Stay at the Crowne Plaza Hotel Soon!

If you’re planning on staying at the Crowne Plaza hotel during your stay in Belgrade, make sure to book your room by March 1 to cash in on the the discounted Support Driven rate. The Crowne Plaza is the venue for SD Expo Europe, which means that getting to the Expo is as easy as walking downstairs. Psst- did we mention that they have an amazing swimming pool? You’re welcome.

Expo Europe attendees get a special group rate of 120 EURO/night. All the info you need to book your stay is available on the Locations page for the Expo.


Speaker Talk Sneak Peek

Creating a Support Driven network locally may seem like a challenge in the beginning, but the rewards of having a community of like-minded professionals to lean on can’t be overstated– as SD Community members, this is something we all know first-hand! Georgia Tsiamanta shares her experience with building a Support Driven community in her home of Athens in her blog post Where to Start to Build a Local Support Driven Community From Scratch. She’ll be elaborating on this topic in her talk at SD Expo Europe, which you certainly shouldn’t miss!


Featured Speakers

Mariam Sargsian

Support in the Middle of Feedback Foodchain



Developers may create software with their vision of usage and the customer feedback can help them realize how exactly the users utilize the tool in their processes. Support is playing a tremendous role in opening new horizons for the development team by providing the insight into customers’ patterns of using the tool and transferring the user feedback. During my presentation I will show you the solutions to the problems that the Support team can face when dealing with feedback such as: lack of a system for properly handling feedback, customers not understanding the full complexity of the development cycle and lack of communication and transparency between Support and Engineering, etc. I will also talk about what to do when you are lost in a pool of feedback not realizing which of it is valid and should be promoted to Engineering leads . All of these steps can lead a Support team to a better, more efficient way of handling feedback, making both the product and its customers happy.


Karen Arnold

Building a Successful Remote Work Culture



Automattic is known for being 100% distributed. As we’ve grown exponentially, how have we maintained our culture, values, and low turnover rate? We hire candidates who are the best fit for Automattic, who invest in the process by intentionally contributing to what we do, and who will have the greatest impact and contribution to our teams and our customers. And we keep them around with a culture of communication, feedback, and transparency. Learn the tools, processes, and tactics that have worked for us in relation to growing a remote team while maintaining a strong sense of our core culture. Explore how to carefully recruit a diverse applicant pool through storytelling, conference speaking, and deep community involvement and workshops. Dig into how we audition candidates to find a good mutual fit and how we incorporate our values around communication, feedback, and work/life balance.


Adrian Swinscoe

What would a punk rock version of CX look and feel like?



Emerging in the 1970s, prog rock was often accused of being overly technical, too elaborate, not focused on its audience and often in danger of disappearing up it’s own a***. One could argue that the service and experience space is starting to exhibit some of the same characteristics namely it’s in danger of becoming overly technical, benchmarked, frameworked, measured, codified, certified, specialised and functionalised etc etc. Punk exploded out of the back of prog rock with it’s democratic, DIY, back to basics approach that inspired both a cultural and musical movement and change in mindset. It dared to be different and was OK with the fact that not everyone liked that. So, is it time to consider what a punk rock version of CX would look and feel like, particularly given that many reports suggest that around 70% of customer experience projects fail to deliver on their promises? If so, what would that look and feel like?


Agata Krzysztofik

Better, Faster, Stronger: Unlocking the Benefits of Agile Performance Management for Remote Teams



How do you measure the performance of remote employees? This is one of the most common questions that we have been asked at Groove as a fully remote company. Many companies, moving from a traditional office model, still struggle with getting things right when it comes to ensuring that their remote employees stay productive without having someone looking over their shoulder. Managing both traditional and remote teams at Google and Groove has taught me that it doesn’t actually matter if your employees work from the company’s office or from home. I will show you how, by unlocking the benefits of Agile Performance Management, you can continuously measure and boost the performance of your team.


Richard Ingram

Designing self-service support content: Help your customers help themselves



Customers will always opt for the path of least resistance. Why wait for an agent’s response when you can self-serve immediately? It’s little wonder customers place such great value on intuitive, guided, and simple help centers. They won’t tolerate a jumble of predetermined questions and irrelevant information. They want the one right answer to their question and to leave as quickly as they arrived. So what’s the best way to deliver a great self-service support experience for your customers? It means making sure your support content consistently delivers accuracy and clarity, whilst drawing on your team’s collective knowledge. In this session, you’ll learn how to enable and empower non-writers to write effective technical content, maintain living resources, like pattern libraries and style guides and use content testing methods that went beyond heuristics and analytics.

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