Just 1 Week to Go: What’s New + What to Do at SD Expo in Vegas!

Aug 1

With only a week left until we gather in Las Vegas for Support Driven Expo, we’re counting down the days and making sure you’re all set to make the most of your time both at the event and around it.

From can't-miss sessions and fresh speaker highlights to fun off-hours meetups and learning lunches, here’s a quick roundup of what’s new, what’s happening, and where you might want to be while you're in town!

Things To Do in Vegas Around the Event

Monday, August 11, (5:00 PM - 7:00 PM)
The Front Yard (4178 Koval Ln, Las Vegas, NV 89109).
SD Expo Knowledge Management Gathering, To create more space for KM (and KCS) enthusiasts to connect in person, we’re organizing a Knowledge Management Happy Hour during Expo week. RSVP Here
Monday, August 11, (12:30 PM - 1:30 PM)
SD Expo Lunch and Learn (Hosted by Horatio), This event will be conducted by one of the SD Expo Speakers and Horatio's Senior Vice President, Rita Saoud and will be centered around best practices for the peak season. RSVP Here

New Session Highlights at Support Driven Expo!

Opening Keynote:
“2½ Years Later: Lessons from Building an AI Agent for CS”
Brian Donohue, VP Product at Fin | Intercom
August 11 | 9:00 AM PT
Straight from the frontlines of Intercom’s AI journey- Brian shares real insights, behind-the-scenes stories, and lessons that every support team thinking about AI needs to hear.
Closing Panel:
“Future-Proofing Support Careers in the AI Era”
Moderated by Dulce Delgado (Intercom)
A candid conversation with support leaders and practitioners navigating AI transformation- from upskilling to team structure.
Expect actionable tips, honest stories, and live Q&A.

AI Track Capstone: Turn Insights into Action

With Phil Verghis | August 12 | 11:00 AM - 12:00 PM PT | Expo Hall

Ready to wrap up your AI learnings with something real and actionable? Join Phil Verghis and fellow attendees for a hands-on, highly interactive capstone session designed to help you synthesize takeaways, swap ideas with peers, and build a pilot-ready plan you can use right away. What to expect:

A fast-paced recap of key AI track insights
Peer-powered breakout conversations
A co-crafted roadmap or 60–90 day AI pilot
Ways to keep the momentum going post-Expo

SD Expo 2023 Programming Schedule & Mobile App

You can find the full detailed programming schedule online here!

We are using a platform called Sched this year to enable you all to mix and match across tracks to create your own schedules for the event! We’ve linked the web view above - but they have an app available as well!

Speaker Highlights

Meet More of Our Speakers

We just dropped the next batch in our Expo 2025 Speaker Series, and these conversations are well worth a watch. These short interviews offer a behind-the-scenes look at the people shaping this year’s Expo, and a preview of what they’ll be bringing to the stage.

Marina Quintanilla – AI education consultant and advocate for human-centered learning, Marina helps teams build real confidence with emerging tools. In her talk, Fostering an Experimentation Mindset to Teach AI Skills, she shares practical ways to help support teams learn AI through curiosity and collaboration, not just prompts and pressure. Watch Marina’s interview here.
Megha Rawat – Global support leader turned AI innovator, Megha is rethinking how support teams work in the age of automation. In her talk, Humans with AI Brains, she shares how teams can embrace AI as a teammate, making support more scalable, impactful, and human. Watch Megha’s interview here.

Watch their full speaker interviews on our YouTube channel and get excited for what’s coming to Expo 2025