SD Expo Customer Experience

SUPPORT DRIVEN EXPO
Las Vegas, NV - May 14-15, 2023

PRIORITIZE CUSTOMER EXPERIENCE IN SUPPORT INTERACTIONS

Learn from industry leaders and community experts as they share best practices and innovative approaches. Elevate your support game and leave with actionable insights to delight your customers.

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

How To Email Like a Real Person

Presenter: Clay Telfer (Churnbreaker Consulting)
Takeaway: If you train your team on how to write a true 21st-century email, you'll not only increase your CSAT and similar metrics, but you'll be able to enormously increase response rates when you want to and lower response rates for messages you don't want to hear back about.
Customer Feedback: Charting Your Organizational Pathway

Presenter: Valeria Kast (Printify)
Takeaway: Attendees will pick up practical tips to supercharge their customer support teams with valuable customer feedback, boosting service delivery and company growth.
Practical WFM: End and Prevent Backlogs

Presenter: Ty Givens (CX Collective)
Takeaway: Learn to see a backlog coming and how to estimate it's potential. More importantly, figure out how to get rid of them and never go into backlog jail again.
Walking Back the Customer Journey

Presenter: Ben McCormack (Boldr)
Takeaway: Learn an approach to customer journey mapping that you can use immediately to solve problems within your (or any) organization.
Responding to Unhinged Customer Emails

Presenter: Randalin Ward (Text in Church)
Takeaway: You'll walk away with strategies and templates you can implement right away to successfully navigate these situations with less stress and happier customers.
Delivering Unreasonable Hospitality: Elevating Customer Support in Software/Tech

Presenter: Karinna Briseno (Buffer)
Takeaway: We will delve into strategies, and techniques that enable organizations to deliver extraordinary experiences, fostering long-term relationships and driving sustainable growth.
Convert CSAT to CX with CES

Presenter: Kevin Steele (The Arbinger Institute)
Takeaway: We all know CSAT, and whether we want to admit it, we all know where it falls short. Learn how CES can help evolve your support team, and grow your CX skills!
Attendee level: Intermediate (3-5 years)
Driving Customer Experience at Scale

Presenter: Izzy Knopper (Transformational Operations)
Takeaway: They will learn how to drive real change by building a Customer Experience program within their existing support organization.
Attendee level: Advanced (5+ years)
Building a Service Blueprint

Presenter: Matt Beran (InvGate)
Takeaway: People will feel prepared to leverage, conduct and contribute to service blueprint workshops.
Service Blueprint Miro Template
Onboarding Service Blueprint Example PDF
Stop Imposing Internal Operations Onto Customer Experience

Presenter: Sara Feldman (Consortium for Service Innovation)
Takeaway: Through real-world examples and practical advice, attendees will learn how to evolve past antiquated practices to deliver better customer service.
Creating a Customer Quality of Life Improvement Backlog

Presenter: Allie Sperry (Litmus)
Takeaway: How you can create and manage your own quality of life improvement backlog to advocate for customer experience improvements your customers want!
Attendee Experience Level: Intermediate (3-5 years)
Does Customer Sentiment Really Affect Churn?

Presenter: Joseph Lee (Syncly)
Takeaway: Join us as we dive into the results of a community research study about the effects of Customer Sentiment on Churn. We all have our assumptions, but let’s review what the data shows and talk about it!