Schedule
The Expo schedule is designed to make the most of your time. Across three days, you’ll find a thoughtful mix of talks, discussions, and opportunities to connect.
*Times shown are in CDT*
Monday, August 24
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Ease into the expo by connecting with other attendees and getting to know your fellow community members.
Tuesday, August 25
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Room 120
As AI takes on more of the predictable work in support, the real question is what's left for the people doing it. Drawing on data from roughly 400 innovative support teams and a million support professionals. Ryan challenges the assumption that automation maps directly to job loss, and lays out a framework for what the role now requires: owning outcomes, teaching the system, and orchestrating work across people and AI.
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Room 312
Takeaways: Learn the three essentials for building effective AI agents: clear business context, well-defined workflows, and the right integrations to drive successful support outcomes.
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Room 313
Takeaways: Gain an adaptable framework for positioning support as an active driver of successful release management.
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Room 315
Takeaways: Understand why your team gets defensive, points fingers, and burns out even when nothing on paper is wrong, and take home a simple practice that breaks the loop before it starts again.
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Room 380
If AI is handling more of the ticket volume, what happens to the org chart? Teams might be rethinking headcount, the types of roles they need to hire for, and what a promotion looks like. Want to compare what people are restructuring toward, not only theorizing about.
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Room 312
Takeaways: Discover practical ways to use AI in Support Ops, with actionable ideas you can apply immediately- regardless of your team's size or budget.
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Room 313
Takeaways: Learn how to identify the right feedback voices and build a QA system that drives trust, credibility, and lasting improvement.
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Room 315
Takeaways: Leave with a blueprint for successfully rolling out AI tooling to your support team, avoiding pitfalls while maximizing both the customer and team experience.
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Room 316
Takeaways: Gain the confidence to define your unique strengths, communicate your value clearly, and take practical steps toward greater visibility and career growth.
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Room 380
Customer relationships aren't just the responsibility of one team, but should be shared across the entire organization. Everyone from support to sales to ops benefits when relationships are intentional rather than transactional. We will chat through what works for folks and what fails.
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Room 314
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Room 312
Takeaways: Learn low-effort strategies you can implement immediately to increase ticket capacity and improve resolution times as your support team scales.
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Room 313
Takeaways: Leave with a framework to identify playbook gaps and a system for keeping documentation current as your product evolves.
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Room 315
Takeaways: See what shifts when change stops feeling like chaos and starts feeling like growth, and why that's the difference between people who stay and people who thrive.
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Room 316
Takeaways: Leave with a practical framework for auditing your knowledge base and creating content that works for AI, agents, and customers alike.
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Room 380
Getting customer facing AI live is a project with an end date. Keeping the content behind it accurate is a job that never ends, and many teams are not staffed for that. Who owns article upkeep on your team, how do you stay on top of needed AI updates, and does content need to look different for an LLM than it does for a human?
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Room 312
Takeaways: Learn practical frameworks for building trustworthy AI support, measuring trust, applying effective oversight, and making better implementation decisions.
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Room 313
Takeaways: Accelerate your root cause analysis so you can spend more time where it matters: executing the fix.
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Room 315
Takeaways: Discover four practical leadership principles that help you stay present, lead with intention, and make a meaningful impact without trying to solve every problem.
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Room 316
Takeaways: Gain a troubleshooting framework that combines creative thinking with disciplined experimentation to solve technical problems and lead with confidence.
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Room 380
A year of AI fear, team anxiety, and, in some cases, a shrinking team is a lot to carry. How are you taking care of yourself through it, and what's helped?
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Room 312
Takeaways: Gain a fresh perspective on using AI to free your team for the complex conversations where human expertise makes the biggest difference.
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Room 313
Takeaways: Learn how to build a support culture rooted in trust and empathy, with tools to strengthen customer relationships, empower teams, and drive business success.
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Room 315
Takeaways: A three-part system pattern — capture, extract, surface — that any manager can implement with tools they already have, so every 1:1 builds on the last instead of starting from scratch.
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Room 316
Takeaways: Leave with a practical career framework for navigating AI, corporate change, and long-term career growth at every stage of your professional journey.
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Room 380
There's a lot of interest and success in using AI for self-service and assisted support, but AI has plenty of potential for Support Ops too. We will share experiments and use cases so we can all benefit from the wisdom of the crowd.
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Room 312
Takeaways: Walk away with a repeatable method for turning agent insights and ticket data into a prioritized deflection roadmap that frees your team for work that requires a human.
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Room 313
Takeaways: Leave with practical strategies to uncover hidden knowledge, streamline documentation, and empower teams to keep information accurate and accessible.
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Room 315
Takeaways: Leave with a playbook for naming the fear AI creates on your team, turning skeptics into advocates, and a clear framework for deciding what to automate and where to redirect the time you get back.
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Room 316
Takeaways: Take home a phased operating model for AI in support, organized around one constraint: protect the customer. Know when to hold the line and when to move.
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Room 380
Support sits on some of the clearest signals of whether a customer will renew, expand, or churn, but that data rarely reaches the people making those kinds of decisions. Let’s compare how people are surfacing what they see in tickets and conversations to the parts of the business that act on it daily.
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Room 314
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Room 312
Takeaways: Learn a practical framework for deciding when to build or buy AI, choose the right tools for the job, and reduce cost, complexity, and long-term risk.
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Room 313
Takeaways: Discover how real-time documentation and cognitive-friendly styling build a 'Work Waze' that replaces ambiguity with structured ramps, protecting agents from burnout while improving efficiency.
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Room 315
Takeaways: Discover practical ways to support customers beyond the ticket queue, with fresh ideas and real examples you can apply in your own role.
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Room 316
Takeaways: Gain a new perspective on support, with a practical approach to questioning software defaults, designing from first principles, and building higher-impact support systems.
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Room 380
Soft skills are often considered inferior to technical skills, but as chatbots take on low-complexity issues, support teams are being asked to handle angry, frustrated customers, and those who want to bend rules. How do we train and coach team members? What's working and what's counter-productive? How do we balance what we do at onboarding time and what we do later?
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Room 312
Takeaways: Learn how to use AI to your advantage, allowing you to overhaul your knowledge base without months of work.
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Room 313
Takeaways: Gain practical ideas for building a trust-driven support culture that strengthens customer relationships, encourages ownership, and creates lasting impact beyond ticket resolution.
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Room 315
Takeaways: Gain a mindset shift that empowers you to redefine your role, take ownership of your growth, and shape the career path you want to build.
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Room 316
Takeaways: Learn how to turn AI from a tool into a meaningful advantage for your team by solving the right problems.
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Room 380
As AI potentially takes on more of the routine incoming questions, support teams hover between two paths: shrink, or prove they can deliver something bigger than reactive fixes. Could support take on more ownership of the customer relationship? And how could they communicate across success and sales to take on success related work instead of ticket resolution alone?
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Room 312
Takeaways: Leave with a practical model for turning your entire organization into a distributed knowledge system that AI can actually run on, with humans as the architects that make it trustworthy at scale.
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Room 313
Takeaways: Learn how to turn support reporting into a strategic tool that uncovers insights, builds trust, and drives better business decisions.
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Room 315
Takeaways: Learn how to shift from solving problems yourself to building a team of confident, capable problem-solvers.
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Room 316
Takeaways: Walk away with a practical, repeatable framework you can adapt to pilot a similar initiative with your own team.
Sched Link
Wednesday, August 26
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Room 312
Takeaways: Turn support into a strategic driver of customer success by understanding customer needs, history, and goals before applying AI and support policies.
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Room 313
Takeaways: Learn how to move from ticket-centric to account-aware support, helping teams resolve issues faster, improve experiences, and protect revenue.
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Room 315
Takeaways: Learn how urgency quietly erodes quality, confidence, and the human connection that sets your support apart, and why the best teams operate not out of urgency, but out of calm.
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Room 316
Takeaways: Learn a practical approach to evaluating whether AI can gather context, preserve investigations, and narrow technical issues more effectively.
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Room 380
Every team ships a dashboard. Not every team ships a report that changes what leadership decides to fund or fix next quarter. What separates numbers people skim from numbers that become the thing leadership points back to? Let's compare what's landing and what's getting ignored.
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Room 312
Takeaways: Whether you're just starting to considering leveraging AI for your docs, already building a tool in-house, or weighing a third-party service, you'll leave with a clear-eyed checklist of what actually matters — quality control, trust, and knowing when it's safe to let AI publish on its own.
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Room 313
Takeaways: Learn how to confidently lead major operational changes, including building a successful four-day work week without sacrificing team performance.
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Room 316
Takeaways: Gain a practical framework for turning AI-assisted code contributions into a reliable, high-impact strength for your team.
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Room 380
LinkedIn works for some people and feels like a chore for others, but it isn’t the only way to connect with other. What's paying off right now? Is it writing, speaking, communities, something else? Let's swap what's working and skip the generic "post more" advice.
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Room 312
Takeaways: Gain a clear understanding of how to diagnose and improve your current support agent stack.
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Room 313
Takeaways: Explore a practical approach that captures expertise, improves consistency, and builds more effective learner-centered support resources.
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Room 315
Takeaways: Gain a clearer understanding of how to identify and prioritize technical knowledge gaps using insights from everyday support work.
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Room 380
The faster AI gets at drafting the answer, the easier it is to stop checking whether the answer is right. Let's talk through where that line sits: how do you move faster with AI without quietly outsourcing the judgment that makes you good at this job?
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Room 314
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Room 380
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Room 314AB
Daniel Kimber
Martin Hobratschk
Josh Carpenter
Rachel Thaw-Steindel