Travelling to an unfamiliar city for an event is equal parts exhilarating and nerve-wracking. Luckily, you’re not alone! These resources are here to make your time at SD Expo, inside and outside of the event, as simple as possible.  

Download the app!

The Expo Americas app is now live! You can use it to view the schedule, set your itinerary, chat with attendees, and provide session feedback at the event. It’s also the place to RSVP for community meetups: let the organizer know you’d like to join a meetup by hearting it in the app.

To access SD Expo on mobile, download the Whova app on iOS or Android.

Once you have the app, follow these steps to access Support Driven Expo:

  • Sign in to Whova to create your profile. You may also choose to sign in via LinkedIn.
  • Once you are signed into the app, tap Find My Event / Conference.
  • Search for “Support Driven.”
  • Tap Support Driven Expo Americas 2019 when it appears to enter the event app.

 

When in Portland…

Whether it’s your first time in Portland or you’ve been so often that you may as well be a local, make sure to take advantage of the tips from the community as well as the perks of attending the conference to make the most of your stay.

Visiting from out of town? Don’t miss out on the SD group rates for accommodations available until June 11. There are two great housing options available to meet you wherever your budget is. Both are less than 0.5 miles away from the Expo venue– which means that you get to sleep in.

Portland is a city that’s known for its unique culture, and there’s no better reflection of that culture than in the food scene. If drool-worthy foodie activities are as high on your priority list as they are on ours, make sure to check out the Where to Eat in Portland page. This resource is full of recommendations from your fellow SD community members local to the area, and is guaranteed to be the perfect inspiration to plan your lunch breaks.

Featured Speakers

Turn Feedback Into Action: A Method for Scoping Support Issues

Brian Levine, Bottle Cap Technology

Your support team gets a ton of feedback from users every day – bug reports, feature requests, and questions around how the product is supposed to work. Organizing that feedback is a big task, and getting other teams (product, engineering, etc.) to incorporate that feedback into the product can be a colossal effort. It sometimes feels like nobody is listening, and the support team gets frustrated along with your users. In this talk, we’ll look at a tactical approach to scoping support issues and feedback into ranked priority categories to quickly communicate their importance to other teams. We’ll also discuss ways to get buy-in from other teams in order to keep this from becoming a one-way discussion. Everyone should come away with a method for turning feedback into action and alleviating some of the frustrations on your teams.

 

YNAJA (You Need a Job Architecture)

Lindsay Konsko, Scott’s Cheap Flights

If you’re a customer support leader, you need a clear, written job architecture for your team. This talk will review the benefits of having a defined job architecture, offer a few pro tips for writing one, and wrap up with covering some pitfalls to avoid.

 

How to evaluate and buy tech solutions for CS/CX teams

Heather Pastorius, Idiomatic

The tech landscape for CS/CX professionals is quickly evolving making it difficult to identify, evaluate and negotiate solutions – A guide for CS/CX professionals on when is the right time to start looking for, how to evaluate, how to purchase, and how to get budget.

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