SD Expo Knowledge Management

SUPPORT DRIVEN EXPO
Las Vegas, NV - May 14-15, 2024

DISCOVER THE TRANFORMATIVE POTENTIAL OF ACCESSIBLE AND ACCURATE KNOWLEDGE

Gain insights from knowledge management experts on creating and maintaining documentation systems that deliver lasting value. Harness the power of knowledge to empower your team and drive success in your organization.

What is Support Driven Expo?

8 tracks full of focused sessions that you and your team can mix and match to customize a program that best suits your needs - check out all the tracks!
Talk sessions presented by practitioners with hands-on experience from the Support Driven community
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

Talks

Building a Sustainable Documentation Update Process

Presenter: Chris Berg (Litmus)
Takeaway: Attendees will walk away learning strategies, tools, and processes for working with several different teams to streamline and take ownership over help documentation updates.
Attendee Experience Level: Intermediate (3 - 5 years)
So Leadership Just Learned About 'Self Serve Support' - Now What?

Presenter: Maring Eberlein (MFrances Consulting)
Takeaway: I’ll provide actionable steps for how to get started and make your help center (and help center articles) successful, helping you feel better equipped to tackle your CEO's ask for 'self-serve' support.
Content Chaos? How to Streamline Your Knowledge Base

Presenter: Hannah Cole (FitNow)
Takeaway: Attendees will be guided on how to ease the pressure off the daunting process of organizing and structuring KB content, whether you're building from the ground up or de-cluttering existing content. Learn some innovative practices on how to streamline both internal and customer-facing materials.
Inclusive Support: Diversifying Content For Broad Audiences

Presenter: Wyl Villacres (Tability)
Takeaway: Learn how to create support content beyond help articles in order to drive engagement and lower support requests, all while providing a unique and enjoyable experience that ALL users can connect with.
The Knowledge Framework: Never Leave the Team Hanging

Presenter: Yoram Baltinester (Bonterra)
Takeaway: Attendees will come out with a proven framework that reduces ramp-up time for new and updated software, so that the upskill cycle for new or updated software can be shortened, and onboarding time for new support agents can be reduced.
Attendee Experience Level: Advanced (5+ years)
Can we Crowdsource Knowledge Management?

Presenter: David Kay (DB Kay & Associates)
Takeaway: Learn how to create and maintain a knowledge base with findable, usable, up-to-date articles without needing dedicated writers.