SUPPORT DRIVEN EXPO 2022

UNLV Las Vegas, October 20-21, 2022

2022 Event Archive

Hundreds of leaders, CX specialists, documentarians, support operations managers, Zendesk admins, and more from the Support Driven community gathered in person to share how we get things done and how we’re adapting to uncertain times.

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What was Support Driven Expo 2022?

2 days of talks, workshops, group activities, and community

8 tracks full of focused sessions that you and your team can mix and match to customize a program that best suits your needs
Sessions presented by practitioners with hands-on experience from the Support Driven community
100+ sessions of talks, workshops, panels, and roundtables
Every session is screened to help you learn - no sales demos and no product pitches
Designed to help you learn from presenters and attendees in a safe environment that facilitates deeper conversations about your challenges and ideas

Photos by Mighty Charming Photography, LLC

Programming Tracks

Career Development Program

OVERCOMING PITFALLS FOR WOMEN IN LEADERSHIP

Presenter: April Troester (String and Key)
Takeaway: Reflect on the hurdles you experience as a leader or aspiring leader and create an action plan to avoid common pitfalls for starting and advancing your career in leadership.
Format: Workshop
Attendee Experience Level: Beginner (0 - 3 years)
HOW TO GIVE A SUPPORT CONFERENCE TALK

Presenter: Mathew Patterson (Help Scout)
Takeaway: Attendees will leave with the confidence to apply to give a talk, and with practical knowledge on how to pitch, prepare and deliver a good talk.
Format: Workshop
Attendee Experience Level: Intermediate (3 - 5 years)
MOVING FROM SUPPORTING CUSTOMERS TO BUILDING A BUSINESS

Presenter: Luba Chudnovets (Cordless)
Takeaway: Skills acquired in customer service will help you build a business
Format: Talk
Attendee Experience Level: Intermediate (3 - 5 years)
BUILDING GROWTH PATHWAYS OUTSIDE OF SUPPORT

Presenter: Jake Murphy (Zapier)
Takeaway: Attendees will learn how to create and document clear growth pathways for folks that may be interested in careers that are outside of Support.
Format: Workshop
Attendee Experience Level: Intermediate (3 - 5 years)
LEADERSHIP DEVELOPMENT FROM PQ (PROCESS INTELLIGENCE) TO EQ (EMOTIONAL INTELLIGENCE)

Presenter: Jasmyn Haas (Flume Water)
Takeaway: Improve leadership skills from day-to-day activities to connecting at an emotional level with your team.
Format: Talk
Attendee Experience Level:1 Advanced (5+ years)
3 PRINCIPLES OF CAREER DEVELOPMENT

Presenter: Jason Yun (Relay)
Takeaway: Intro to three key principles that helped develop my career to enable you to navigate the career development journey with your team and network.
Format: Talk
Attendee Experience Level: Intermediate (3 - 5 years)
WHY MORE FOUNDERS SHOULD COME FROM SUPPORT

Presenter: Shervin Talieh (PartnerHero)
Takeaway: There’s a certain reverence in Silicon Valley for founders that come from engineering or product backgrounds, but in this talk, we’ll see why customer support can prepare you to have just as much success as a founder.
Format: Talk
Attendee Experience Level: Intermediate (3 - 5 years)
THE "F" WORD: HOW TO GIVE IMPACTFUL FEEDBACK

Presenter: Phil Thompson
Takeaway: Learn what quality, impactful feedback looks like. Learn how to give powerful feedback and to avoid the traps that prevent many people from doing so.
Format: Talk
Attendee Experience Level: Intermediate (3 - 5 years)
HOW TOXIC MANAGEMENT MADE ME A BETTER LEADER

Presenter: Caillin Grosse (GasBuddy)
Takeaway: Use your past experience with toxic management and workplaces to strengthen your ability to be a compassionate, effective, and motivating leader for your team.
Format: Talk
Attendee Experience Level: Intermediate (3-5 years)
CAREERS IN TRUST & SAFETY

Format: Panel
Moderator: Vanity Brown (Grindr)
Panelists: Jace Pomales (Flickr + SmugMug), Emily McDonnell (Remind), Brittany Galvin (Handshake)
WHAT I WISH I KNEW: ADVICE FOR NAVIGATING A CX CAREER

Format: Panel
Moderator: Mari Parker (Boldr)
Panelists: Keisha Armand (Afresh), Caillin Grosse (GasBuddy), April Troester (String & Key)

Purchase Available Recordings Here

Customer Experience Program

NO BACKSEAT DRIVERS IN CUSTOMER FEEDBACK

Presenter: Kat Gaines (PagerDuty)
Takeaway: You will learn the importance of aligned customer service ops, and how to help your customer service and dev teams establish strong practices of collaboration as one team.
Format: Talk
Attendee Experience Level: Beginner (0 - 3 years)
MAKING SUPPORT HUMAN: A JOURNALIST INSIDE AUTOMATTIC.

Presenter: Richard Midson (Automattic/WordPress.com)
Takeaway: We’ll challenge the way you think about the use of language in order to increase the feeling of connection with customers and develop emotional brand loyalty.
Format: Talk
Intended Attendee Experience: Beginner (0 - 3 years)
WHY PRODUCT TEAMS DON'T PRIORITIZE SUPPORT

Presenter: Austin Emser (Stylo)
Takeaway: Attendees will walk away with a framework for understanding how to get their priorities considered by the product team. They will also have a downloadable spreadsheet where they can plug in their own numbers to calculate key metrics.
Format: Workshop
Attendee Experience Level: Intermediate (3 - 5 years)
THE GREATEST MISTAKES IN CUSTOMER SERVICE HISTORY

Presenter: Mathew Patterson (Help Scout)
Takeaway: How to detect the warning signs of customer experience failure points before you end up starring on the next list of greatest CX mistakes.
Format: Talk
Attendee Experience Level: Intermediate (3 - 5 years)
USING EMPLOYEE ENGAGEMENT TO DRIVE THE CUSTOMER EXPERIENCE

Presenter: Megan Seeley (Flodesk)
Takeaway: Delight your team, not your customer: discover insights on how to leverage a focus on employee engagement into scalable personal relationships with your customers on a 1:10,000+ scale.
Format: Talk
Attendee Experience Level: Intermediate (3 - 5 years)
CONSISTENCY IS KEY TO OWNING THE CUSTOMER JOURNEY

Presenter: Diogo de Oliveira Costa (Klaus)
Takeaway: Learn how to leverage the strengths between Sales, CX, and CS to enhance performance and boost growth while staying grounded in the work you enjoy.
Format: Talk
Attendee Experience Level: Intermediate (3 - 5 years)
HOW TO QUADRUPLE TICKET DEFLECTION

Presenter: Chanel Cumberbatch (Kajabi LLC)
Takeaway: Learn a proven strategy to lower Support overhead costs and encourage self-service, while delighting customers.
Format: Talk
Attendee Experience Level: Advanced (5+ years)
WHY YOU NEED AN ESCALATIONS TEAM

Presenter: Vanity Brown (Grindr)
Takeaway: Awareness of the methods of T&S thought leaders, including the need for an Escalations team to serve your community. Learning about how an internal team can help combat risk, and create a better relationship with the real people we serve.
Format: Talk
Attendee Experience Level: Advanced (5+ years)
TALK MORE SELL MORE: THE ROI OF SUPPORTING FREE USERS

Presenter: Mike Redbord (Regal.io)
Takeaway: How to evaluate the ROI of your free user support.
Format: Talk
Attendee Experience Level: Intermediate (3-5 years)
CS VS CS: ORGANIZING YOUR CLIENT FACING TEAMS FOR LONGTERM SUCCESS

Format: Panel
Moderator: Olivier L'Abbé (TestBox)
Panelists: Mike Redbord (Regal), Alison Groves (Help Scout) & Diogo de Oliveira Costa (Klaus)

Purchase Available Recordings Here

Data and Reporting Program

KPI, OKR, QPR, METRICS - LET'S UNCOMPLICATE SUPPORT METRICS

Presenter: Emre Tekoglu (Zywave)
Takeaway: Attendees will leave equipped to challenge status quo metrics and move towards proactive metrics
Format: Talk
Attendee Experience Level: Intermediate (3 - 5 years)
TELLING STORIES WITH DATA

Presenter: Jaclyn Herr (Teeturtle)
Takeaway: In this workshop, we'll work together to identify what data points you can pull from your CRM to influence other departments, whether it be Product, Marketing, IT, etc. We'll look at what kinds of insights are important to different stakeholders and how to present your data in a way that will result in the highest impact.
Format: Workshop
Attendee Level: Beginner (0 - 3 years)
DATA: IMPROVING THE DAY TO DAY

Presenter: Charlotte Ward (Snowplow)
Takeaway: You'll learn how to look at your data in multiple ways and leverage it to improve your team's day-to-day operations.
Format: Workshop
Attendee Experience Level: Intermediate (3 - 5 years)
HOW TO BE HEARD BY YOUR PRODUCT TEAM

Presenter: Elyse Mankin (Help Scout)
Takeaway: Data from your support team is wasted if it’s left sitting in your ticket management tool. In this talk, we’ll learn how to turn vague customer feedback from your everyday support conversations into actionable insights your product team will love, understand, and want to use.
Format: Talk
Attendee Experience Level: Intermediate (3 - 5 years)
INCREASING SUPPORT OPERATION EFFICIENCIES WITH STATISTICS AND AI

Presenter: Mervi Sepp Rei, PhD (Klaus)
Takeaway: Attendees will learn what are peer relative statistical models, how they tell a story about agents’ performance and how this knowledge can be used to make smarter and more efficient support operation processes.
Format: Workshop
Attendee Experience Level: Intermediate (3 - 5 years)
ENSURING CUSTOMER AND TEAM SATISFACTION WITHOUT MEASURING CSAT

Presenter: Darta Rina Turkmena (Whimsical)
Takeaway: Courage and inspiration to measure customer satisfaction and team success beyond CSAT scores.
Format: Talk
Attendee Experience Level: Advanced (5+ years)
MACHINE LEARNING AND LABELING: BEST PRACTICES

Presenter: Heather Knight (Airbnb)
Takeaway: Attendees will come away with an understanding of what human labeling is, when human labeling should be used to solve a problem (and when it should NOT be used) as well as what is considered best practices in human labeling.
Format: Workshop
Attendee Experience Level: Beginner (0 - 3 years)
SHOW SUPPORT'S VALUE THROUGH DATA

Presenter: Kaytlin Louton (Assembled)
Takeaway: Attendees will be able to identify and present the value driven by their support orgs.
Format: Talk
Attendee Experience Level: Intermediate (3 - 5 years)
HOW CUSTOMER SUPPORT CAN GET A SEAT AT THE PRODUCT TABLE

Presenter: Christopher Martinez (Idiomatic, Inc.)
Takeaway: An example of how to mix quantitative numbers and qualitative feedback to tell a compelling story to the product team.
Format: Talk
Attendee Experience Level: Intermediate (3 - 5 years)
CAPTURING MEANINGFUL DATA IN YOUR CRM

Format: Panel
Moderator: Christopher Martinez (Idiomatic)
Panelists: Jaclyn Herr (TeeTurtle), Heather Knight (Airbnb), Mike Redbord (Regal.io)

Purchase Available Recordings Here

Knowledge Management Program

MANAGE YOUR KNOWLEDGE CENTRE WITHOUT GOING CRAZY

Presenter: Ineke Oates (Agorapulse)
Takeaway: Learn how we adapted our process to keep our Help Centre updated with an ever-changing product and growing team without them having to remember to do it.
Format: Talk
Attendee Experience Level: Beginner (0 - 3 years)
HIGH COSTS OF BADLY WRITTEN KNOWLEDGE BASE ARTICLES

Presenter: Leslie O'Flahavan (E-WRITE)
Takeaway: Learn to identify poorly written knowledge base content and how to implement a plan for improvement.
Format: Workshop
Intended Attendee Experience: Beginner (0 - 3 years)
WHY YOU SHOULD MOBILIZE SUPPORT KNOWLEDGE WITH KNOWLEDGE-CENTERED SERVICE (KCS)

Presenter: Sara Feldman (Consortium for Service Innovation)
Takeaway: Why you should, with the right shift in your mindset and workflows, transform existing one-to-one interactions into high-value content for your customers, teammates, and organization.
Format: Talk
Attendee Experience Level: Intermediate (3 - 5 years)
GETTING STARTED WITH KNOWLEDGE CENTERED SERVICE

Presenter: Tue Søttrup (Dixa)
Takeaway: The old adage, “knowledge is power,” rings especially true now, as companies look for ways to increase customer loyalty and advocacy. In this session, learn to empower your customer service agents with the knowledge that helps them better serve their customers.
Format: Workshop
Attendee Experience Level: Intermediate (3 - 5 years)
PAYING IT FORWARD: TICKET DEFLECTION AND SELF-SERVE SUPPORT

Presenter: Greg Myers (GitLab)
Takeaway: Attendees will learn how to de-silo answers and solutions to increase efficiency, minimize duplicate work, and improve the external and internal user experience.
Format: Talk
Attendee Experience Level: Intermediate (3 - 5 years)
CREATING A KNOWLEDGE-BASED CULTURE: LEAVE IT BETTER THAN YOU FOUND IT

Presenter: Phil Verghis (Klever Insight)
Takeaway: Learn the key ingredients you need to create a culture where people want to improve knowledge, every time they interact with it, leaving it in a better place for the next person. (Including how to measure it!)
Format: Workshop
Attendee Experience Level: Advanced (5+ years)
APOLOGIZE SINCERELY: THE SIMPLEST WAY TO IMPROVE CUSTOMER EXPERIENCE

Presenter: Leslie O'Flahavan (E-WRITE)
Takeaway: In this workshop, you'll learn the nuances of the apology including sincerity, effectiveness, honesty, and recognition.
Format: Workshop
Attendee Experience Level: Beginner (0 -3 years)

Purchase Available Recordings Here

Management Program

REMOTE MANAGING WITHOUT THE MICRO

Presenter: Ash Rhodes (Ash Rhodes Consulting / RemoteCX)
Takeaway: A solid set of tools and common sense suggestions which they can use in teams of any size to improve communication, trust, and general team health.
Format: Talk
Attendee Experience Level: Intermediate (3 - 5 years)
MAKING SPACE FOR THE WHOLE HUMAN IN OUR TEAMS

Presenter: Mari Parker (Boldr)
Takeaway: Learn attainable things we can do as leaders to create space for the whole human in our teams: Mental Health Support, Culture of Coaching, Conscious Leadership, and more.
Format: Talk
Attendee Level: Advanced (5+ years)
LEADING YOUR SUPPORT TEAM THROUGH ACQUISITION

Presenter: Jacob Lee (CrowdStrike)
Takeaway: So you’ve been acquired, what now? In this presentation, I’ll review some operational considerations, how to take care of your team, and how to navigate this really uncertain time.
Format: Talk
Attendee Experience Level: Intermediate (3 - 5 years)
EVERYONE CAN CONTRIBUTE: MAKING SUPPORT EFFECTIVE THROUGH CONTRIBUTIONS

Presenter: Cynthia "Arty" Ng (GitLab)
Takeaway: Everyone dreams of talking to someone who can solve their problem. Opening up ways for Support team members to contribute to documentation and code will improve the customer experience and the company’s efficiency and we can prove it!
Format: Talk
Attendee Experience Level: Advanced (5+ years)
IN THIS ECONOMY?! MANAGING PRO D AND ENGAGEMENT WHEN YOU'RE RESOURCE-STRAPPED

Presenter: Zabrina (Hailo Data)
Takeaway: Develop talent in your organization: tips on helping your teams stay engaged, build their skills, and meet their goals - even when you're tight on budget.
Format: Talk
Attendee Experience Level: Advanced (5+ years)
SURPRISING SOURCES FOR GREAT SUPPORTERS

Presenter: Kristina King (Maxon Computer)
Takeaway: If you're in a position to contribute to or make hiring decisions, think again before you turn away a teacher, veteran, or returning-to-work parent - they can add tremendous value to your teams!
Format: Talk
Attendee Experience Level: Beginner (0 - 3 years)
BUILDING A SUPPORT SKILLS MATRIX

Presenter: Kristine Callaghan (Bonfire Interactive)
Takeaway: Attendees will leave understanding the why and the how behind a Skills Matrix, with a framework and checklist to create one for their Support team, especially for those managers who did not grow with the company and/or are part of a scaling team.
Format: Talk
Attendee Experience Level: Intermediate (3 - 5 years)
CULTIVATE A CULTURE THAT PROVES SUPPORT IS A GREAT CAREER

Presenter: Vanessa Marshall (Goldcast)
Takeaway: You will walk away with ideas on how to establish career pathways for support, how to advocate for your team and how to measure success of your initiative.
Format: Workshop
Attendee Experience Level: Advanced (5+ years)
MANAGING YOUR TEAM MEMBER THROUGH UNDERPERFORMANCE

Presenter: Melony Hypes (FormAssembly)
Takeaway: Attendees will walk away with clear steps for creating their own strategy to work with differing severities of team member underperformance.
Format: Talk
Attendee Experience Level: Advanced (5+ years)
HOW TO CREATE MEANINGFUL AND SUCCESSFUL VENDOR PARTNERSHIPS

Presenter: Kristen Witte (Clay)
Takeaway: You'll learn the management tools needed to create positive successful partnerships as I walk you through my experience of growth at scale.
Format: Talk
Attendee Experience Level: Intermediate (3 - 5 years)
SUPPORT TEAM GUIDING PRINCIPLES

Presenter: Andrew Rios (Customer Success)
Takeaway: Develop, challenge or fine-tune guiding principles for your Support org.
Format: Workshop
Attendee Experience Level: Intermediate (3 - 5 years)
APPLYING THE ICE SCORING MODEL TO CUSTOMER SUPPORT

Presenter: Andrew Yang (Casa)
Takeaway: Apply a growth mindset to CS to empower managers, embrace creativity, and cultivate ownership.
Format: Talk
Attendee Experience Level: Intermediate (3-5 years)

Purchase Available Recordings Here

Quality Program

HOW TO CREATE A SIMPLE AND EFFECTIVE QA PROGRAM

Presenter: Christopher Jewitt (Klaus)
Takeaway: Learn how setting up simple and successful QA programs enables teams to give and request feedback then act upon it.
Format: Workshop
Attendee Experience Level: Beginner (0 - 3 years)
SOLVING QA SAMPLING

Presenter: Sarah Ellenberg and Giulia Gasparin (PartnerHero)
Takeaway: You will be able to confidently decide how many interactions to review in order to have an accurate view of your team's performance.
Format: Workshop
Attendee Level: Beginner (0 - 3 years)
EVERY CUSTOMER COMMUNICATION IS A LOVE LETTER

Presenter: Ethan Walfish (Alyce)
Takeaway: Attendees will leave with additional tools they can implement to understand their customers.
Format: Workshop
Attendee Experience Level: Beginner (0 - 3 years)
MAINTAINING QUALITY SUPPORT IN A FAST GROWING TEAM

Presenter: Hilary Lawrence (Agorapulse)
Takeaway: By continually adapting our processes, providing regular training (from different teams), giving daily feedback and offering collaborators the space to share their ideas we keep improving and we ensure high quality support and also high satisfaction rate with our customers.
Format: Talk
Attendee Experience Level: Beginner (0 - 3 years)
MAKE QA WORK FOR YOU!

Presenter: Ines van Dijk (Quality In Support)
Takeaway: Learn from insights into the importance of QA to a CS team, and gain a sharper understanding of which data points to track and how to make QA work for your team.
Format: Talk
Attendee Experience Level: Intermediate (3 - 5 years)
COMING OF AGE: HOW COMPANY GROWTH INFLUENCES THE DEFINITION OF QUALITY

Presenter: Valentina Thörner (Klaus)
Takeaway: Processes are not static, they need to change with reality. As processes change, so does the type of service you offer. While your values won’t change, the way they are expressed in quality will change.
Format: Talk
Attendee Experience Level: Intermediate (3 - 5 years)
IS GOOD ENOUGH QUALITY GOOD ENOUGH?

Format: Panel
Moderator: John Cahill (Klaus)
Panelists: Susana de Sousa (Loom), Ethan Walfish (Gong), Ines van Dijk (Quality in Support)

Purchase Available Recordings Here

Support Operations Program

USING ZAPIER TO INTEGRATE ALMOST ANYTHING!

Presenter: Reagan Helms (Planning Center)
Takeaway: What's possible with Zapier, and how some seemingly complicated problems can be solved simply!
Format: Workshop
Attendee Experience Level: Beginner (0 - 3 years)
HOW TO SCALE YOUR SUPPORT TEAM FROM 5 TO 100+....OVERNIGHT

Presenter: Sophie Heller (Outschool)
Takeaway: Lessons from Outschool’s 2020 hyper-growth: how to approach rapid spikes in volume and build out scaled support to meet demand.
Format: Talk
Intended Attendee Experience: Beginner (0 - 3 years)
CUSTOMER-CENTRIC BUSINESSES NEED SUPPORT OPS

Presenter: Craig Stoss (PartnerHero)
Takeaway: Attendees will be given multiple examples of where to look for support operations opportunities in their current environment: start small, with little to no spend, to slowly evolve into a full support ops function.
Format: Workshop
Attendee Experience Level: Intermediate (3 - 5 years)
FREELANCERS: THE SECRET SAUCE TO SCALABLE SUPPORT OPERATIONS

Presenter: Andrea Badgley (Automattic)
Takeaway: Working with freelancers is a hands-on approach to outsourcing that offers you agency, flexibility, and the potential to make great hires from a pool of folks who have on-the-job-training at your company.
Format: Workshop
Attendee Experience Level: Intermediate (3 - 5 years)
ALTERNATIVES TO ALL-HANDS SUPPORT

Presenter: Brian Levine (Yetto)
Takeaway: This talk will cover the pros and cons of all-hands support and give a handful of alternatives attendees can take back to their organizations.
Format: Talk
Attendee Experience Level: Intermediate (3 - 5 years)
GETTING READY TO OUTSOURCE

Presenter: Alana Lucas (PartnerHero)
Takeaway: We’ll talk about all the prep work that goes into outsourcing your team and how you can be ready to make it successful.
Format: Talk
Attendee Experience Level: Advanced (5+ years)
ACHIEVE 24/7 COVERAGE WITH A FLEXIBLE STAFFING MODEL

Presenter: Krystin McGuire (Automattic)
Takeaway: It is possible to deliver 24/7 customer support coverage in an environment that offers a fully flexible staffing model.
Format: Talk
Attendee Experience Level: Advanced (5+ years)
APPLES TO ORANGES: UNDERSTANDING TOTAL COST OF OWNERSHIP

Presenter: Liz Tsai (HiOperator)
Takeaway: How to evaluate and compare the Total Cost of Ownership for support programs.
Format: Workshop
Attendee Experience Level: Advanced (5+ years)
THE VALUE OF A SUPPORT-FOCUSED ENGINEER

Presenter: Makenzie Wells (Remind)
Takeaway: You will learn how to build confidence and collaboration between support and engineering, advocate for this role, measure success and some suggested operating procedures.
Format: Talk (20 minutes)
Attendee Experience Level: Intermediate (3 - 5 years)
WHY SUPPORT TEAMS NEED BETTER COLLABORATION WITH PRODUCT AND ENGINEERING TEAMS

Presenter: Daniel Bakh (Fullview)
Takeaway: 5 concrete tips and tricks for better communication and coordinate between customer support and product / engineering teams.
Format: Talk
Attendee Experience Level: Advanced (5+ years)
THE TOOLS MATTER WHEN DELIVERING THE ULTIMATE CUSTOMER EXPERIENCE

Presenter: Sam Senior (TestBox)
Takeaway: In this session, you will learn all the important factors to consider based on where you are as a business to understand how to go about evaluating the best software for your needs.
Format: Talk
Attendee Experience Level: Intermediate (3-5 years)
HOW AI-POWERED SUPPORT AUTOMATION CONTRIBUTES TO PRODUCT-LED GROWTH

Presenter: Palak Dalal Bhatia (IrisAgent)
Takeaway: Leveraging support automation to fuel growth and efficiency and deeper customer insights for product-led growth businesses.
Format: Talk
Attendee Experience Level: Intermediate (3-5 years)
GETTING STARTED WITH AI FOR SUPPORT OPERATIONS

Format: Panel
Moderator: Palak Dalal Bhatia (IrisAgent)
Panelists: Vanessa Marshall (Goldcast), Hilary Lawrence (Agorapulse)
PITFALLS AND LESSONS LEARNED FROM SCALING SUPPORT OPERATIONS

Format: Panel
Moderator: Megha Narayan (Assembled)
Panelists: Chandra Robrock (FullStory), Charlotte Ward (Snowplow), Jake Murphy (Zapier)
THE FUTURE OF SUPPORT OPERATIONS

Format: Panel
Moderator: Jorge Penalva (Lang.ai)
Panelists: Brian Kale (Novo), Jane Petricka (Auctane), Matt Dale (Illuminate), Susana de Sousa (Loom)
MANAGING SEASONALITY SUPPORT NEEDS

Format: Panel
Moderator: Patrick O’Beachain (Klaus)
Panelists: Craig Stoss (Partner Hero), Liz Tsai (HiOperator), Krystin McGuire (Automattic)
DATA DRIVEN SUPPORT WITH THE VOICE OF THE SERVICE

Format: Panel
Moderator: Craig Stoss (Partner Hero)
Panelists: Somya Kapoor (TheLoops), Jerry Ryan Ishmael (TrackTik), Emre Tekoglu (Zywave), Kat Gaines (PagerDuty)

Purchase Available Recordings Here

Zendesk Program

MAXIMIZING THE ZENDESK AND JIRA INTEGRATION

Presenter: Heather Rommel (Confluent)
Takeaway: Get the step by step process, from install to auto updates, on how to integrate and streamline transparency between Support and Dev.
Format: Talk
Attendee Experience Level: Beginner (0 - 3 years)
ZENDESK & SLACK: HOW TO SURVIVE NOTIFICATION OVERLOAD

Presenter: Michelle Fogwell (Codefresh)
Takeaway: Zendesk and Slack support can work together without adding too much stress to your team!
Format: Talk
Attendee Experience Level: Beginner (0 - 3 years)
OPTIMIZING YOUR WORKFLOWS TO INCREASE SLA ACHIEVEMENT RATE

Presenter: Chandra Robrock (FullStory)
Takeaway: How to utilize Zendesk Explore data to identify breakdowns in their workflows in order to increase their SLA Achievement rate.
Format: Talk
Attendee Experience Level: Intermediate (3 - 5 years)
TURBOCHARGE YOUR ZENDESK ADMIN CAPABILITIES WITH DEV-LIKE TOOLS

Presenter: Gil Hoffer (Salto)
Takeaway: Understand how Software development and DevOps methodologies can help Zendesk admins improve their efficiency, and work quicker with confidence.
Format: Talk
Attendee Experience Level: Intermediate (3 - 5 years)
ADVANCED SCORED KPI MODEL IN ZENDESK EXPLORE

Presenter: Andrei Kamarouski (Pythia AI)
Takeaway: Understanding what and how to do in Zendesk Explore to get great KPI reports for (1) better management of your CS teams and individual agents and (2) regular executive reporting about CS performance.
Format: Workshop
Attendee Experience Level: Intermediate (3 - 5 years)
NO-CODE API SOLUTIONS

Presenter: John Witt (Witt Technology Consulting)
Takeaway: Admins without development experience can create custom applications to pull and update Zendesk data as well as combine Zendesk data with data from other applications.
Format: Workshop
Attendee Experience Level: Intermediate (3 - 5 years)
BUILD BETTER CUSTOMER RELATIONSHIPS WITH CONVERSATIONAL SUPPORT MODELS

Presenter: Brandon Tidd (729 Solutions)
Takeaway: Learn why and how your company should be leveraging Zendesk Messaging to communicate with your customers, featuring actionable intel and a live product demo.
Format: Talk
Attendee Experience Level: Intermediate (3 - 5 years)
SET UP ZENDESK IN 7 DAYS OR LESS

Presenter: Tamir Bashkin (Adelante Ltd)
Takeaway: You'll have a clear view of the MVP when it comes to Zendesk setup, allowing you to get a functional implementation up and running in a week, and iterate improvements from there.
Format: Talk
Attendee Experience Level: Intermediate (3 - 5 years)
FROM ZERO TO ZENDESK FREELANCER

Presenter: Aaron Corley (SupportOps)
Takeaway: Learn direct steps to take and tools to use to confidently begin a Zendesk freelancer career or side-hustle.
Format: Talk
Attendee Experience Level: Beginner (0 - 3 years)
ADVANCED DATA REPORTING FOR ZENDESK USERS

Presenter: Christopher Martinez (Idiomatic, Inc.)
Takeaway: Attendees will learn about specific analyses to conduct on Zendesk data to improve response time, handle time, and CSAT.
Format: Talk
Attendee Experience Level: Advanced (5+ years)