SD Expo Management

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

MASTERING TEAM LEADERSHIP

Whether you're a newcomer to people management or a seasoned pro, the challenges of navigating drastically different workplaces and burnout can be overwhelming. Join speakers from the Support Driven community as they offer valuable advice for managers at every level seeking to enhance their leadership skills.

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

Staying in Your Lane: Incident Response for Leaders

Presenter: Kat Gaines (PagerDuty)
Takeaway: When something breaks, your company may kick off an incident response process and Support will always need to play a role. Whether implementing process for the first time or a seasoned pro, we'll go over all of the do's and don't's of maintaining your composure while letting your people lead when s*** hits the fan.
Leadership > Management

Presenter: Jen Burton
Takeaway: Successful leaders bring humanity to the table in work and life.
Attendee Experience Level: Intermediate (3 - 5 years)
Big Picture: All Roads Lead Back to Workplace Accessibility

Presenter: Ben Congleton (Olark)
Takeaway: Progress is better than perfection, hire folks with disabilities, motivation makes more impact than obligation.
Attendee Experience Level: Beginner (0-3 years)
Creating Psychologically Safe Support Teams

Presenter: Sarah Betts (Sendoso)
Takeaway: Leaders will have 5 actionable things to start doing to improve psychological safety on their teams.
Attendee Experience Level: Advanced (5+ years)
Leading a Happy (and Effective) Remote Team

Presenter: Amanda Carden-Chamberlain
Takeaway: Leading remote support teams can feel overwhelming and, when mismanged, can easily lead to poor performance. With some simple practices and habits, you can create an engaged, effective, productive, and happy team who will knock your customers' socks off.
Mastering Outsourcing Integration: The Rom-Com Guide to Perfect Partnerships

Presenter: Vicky Windell (Boldr)
Takeaway: Learn to outsource the right way by getting the level of integration correct from the beginning.
Integrate 7 Culture Principles Proven to Optimize Performance

Presenter: Adam Boelke (Alignment Advantage Group, LLC)
Takeaway: Participants will learn how to proactively integrate the 7 Culture principles proven to create a culture of engagement that drives bottom-line results.
Mandatory Fun: Engaging and Building Trust Remotely

Presenter: Anthony Galleran (Front)
Takeaway: Tools to help managers and leaders connect, build trust, and have fun with their remote/hybrid teammates.
Outsourcing 2.0: How AI and Market Volatility are Making CX Leaders Rethink their Outsourcing Decisions

Presenter: Craig Crisler (SupportNinja)
Takeaway: Introduce better ways for companies to measure the value of outsourcing services to ensure enduring ROI
Intended Attendee Experience: Advanced (5+ years)