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 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 316
Takeaways: Walk away with a simple three-step plan to organize your experience and start building your career with intention, one step at a time.
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Room 380
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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 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
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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
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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
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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
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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
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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
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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 25
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Room 312
Takeaways: Understand how AI is reshaping every role in support, and leave with practical ideas to help your team, processes, and skills evolve with confidence.
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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 380
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Room 312
Takeaways: Develop a practical approach to solving unfamiliar challenges with confidence, creativity, and a repeatable method your whole team can use.
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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
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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 to creating learner-centered documentation that captures expertise, improves consistency, and builds more effective support resources.
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Room 316
Takeaways: Gain a practical leadership framework for navigating the rapidly changing expectations of support teams, leaders, and the work ahead.
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Room 380
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Room 314
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Room 380
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Room 380
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