It’s hard to believe that August is already here! Autumn is just around the corner, which means that the Support Driven Leadership Summit is as well. We’re only two short months away from the event, so keep reading to learn about resources available to help you join us in Boston, even if you’re on a budget.


The Scholarship Application is Open!

We understand that it isn’t always easy to get to a conference, and we want to make sure that we’re creating opportunities to keep Support Driven Leadership Summit as accessible as possible. In order to do that, we’re proud to offer the Support Driven Scholarship. The Support Driven sponsorship program offers a free conference ticket to alleviate some of the financial barriers to allow more Support Driven community (and aspiring!) members to attend. This scholarship is an $800 value for two and a half days of customer-focused sessions. 

We can’t wait to receive your application, so make sure to apply using this form by no later than September 1! You can learn more about the Scholarship program in this blog post.


Book Your Hotel Soon!

The deadline to book your hotel room using the SD discounted pricing is quickly approaching! If you’re planning on taking advantage of the special $249/night offer at the Holiday Inn Express in Cambridge, make sure to book your room by no later than August 10! You can book your room using this form.


Featured Speakers


Building the ideal CX dashboard (Through trial and mostly error.)

Taylor Davis, Litmus Software Inc.

Finding the right stack of metrics to showcase your Support team is difficult. Oftentimes the most common stats like CSAT, response time, tickets closed, etc., don’t tell the full story. More importantly, they don’t demonstrate the value or long-term effect your team has on the business. In this case study, we’ll talk about experimentation and failure in the never-ending quest to find the “perfect” Customer Support metric(s). Spoiler: There is a lot of failure involved here.


Measure the Success of Your Self-Service Offerings

Louise Draper, Quorum Analytics

Many companies are looking to promote their self-service resources, such as help guides and FAQs, to encourage customers to help themselves and reduce the strain on their support teams. But it can be difficult to tell how helpful these resources are to your customers, as metrics like page views and page ratings don’t always tell the full story. How should you measure the ROI on these projects, and prove that it is worth investing time into developing your help center? In this session, you will learn how to more thoroughly measure the impact of your resources, including using metrics like the self-service ratio and conversion from your help center to assisted support, and strategies on how to evaluate your help resources most effectively.


Thrown In The Deep End: What I’ve learned in my first few months as a manager

Andra Roston, Venngage

Moving into a leadership role can be tricky, even for those of us who feel like natural leaders. Let me share with you what I’ve learned over the past few months so you can be prepared to take on the challenge. This talk will help anyone who is anxious about moving into a leadership role, but will also share insights for currently leaders to consider when getting ready to move someone into a leadership role in your organization.


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