SD Expo Support Operations

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

INSIGHTS FROM SUPPORT OPERATIONS INNOVATORS

From implementing advanced ticketing systems to developing comprehensive knowledge bases, support operations professionals are at the forefront of innovation in customer service. By learning from their experiences and best practices, you can gain valuable insights into how to optimize your own support operations.

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

From Chasing to Embracing: Rethinking Support Metrics

Presenter: Joseph Huisman (Kickstart CX)
Takeaway: Learn to embrace metrics as a compass, not a destination, to genuinely enhance customer experiences and drive meaningful service improvements.
Attendee Experience Level: Intermediate (3-5 years)
The Universal Support Workflow

Presenter: Josh Carpenter (Arkestro)
Takeaway: With this practical, tried-and-true workflow as a starting point, you can organize your operations within the support team as well as wrangling your escalations and backlog.
There and Back Again: Your Data and You

Presenter: Nick Cannariato (Yetto)
Takeaway: Learn how to design effective, stable data pipelines and avoid a patchwork mess of paid services, unreliable information, and fragile hacks.
Building a Championship-level Support Machine

Presenter: Yoram Baltinester (Bonterra)
Takeaway: The audience will receive practical takeaways that they can immediately apply to improve the performance of their support teams, including an agile framework to continuously evolve their support organization based on performance data and customer feedback.
Upleveling Your Incident Response Plan

Presenter: Alexander Armstead (Clever)
Takeaway: Learn how to expand your incident response plan beyond status pages and macros to improve customer experience and reduce incident support cases.
Attendee Experience Level: Intermediate (3-5 years)
Building A Support Report People Will Want To Read

Presenter: Andrew Rios (Rios Mgmt)
Takeaway: Participants will have the opportunity to use their data and current support report no matter the state, and we will work together to build, enhance, and establish a communication cadence, and the story behind the data.
Attendee Experience Level: Intermediate (3-5 years)
What the World's Slowest Drive-Thru Tells Us About CX

Presenter: Blair Wilen (Ethos Support)
Takeaway: Specific tactics for their organization that will reframe how they view and manage their CX investment.
Attendee Experience Level: Intermediate (3-5 years)
Reduce Misrouted Tickets by >50% - How Smart Tooling Helped Eliminate Mistakes at Scale

Presenter: Dan Barak (TextBlaze) & Karissa Fiorentino (CashApp)
Takeaway: Discover practical strategies CashApp’s support org used to reduce misrouted tickets and other common support mistakes.
Powering Hyperchannel Support Ops with Data and Human Insight

Presenter: Sam Dehart (Assembled)
Takeaway: Explore the strategic integration of in-house agents, BPOs, and AI automation to forecast and manage support operations more effectively, ensuring a seamless customer experience across all channels. We’ll discuss how blending AI ticket resolution data with workforce management data supercharges your support ecosystem to enhance staffing accuracy and customer satisfaction in a continuously evolving support landscape.