SupportWorld Live 2023, Presented by HDI, Educates the Technical Support and Service Management Industry

Offers Six Days of Unparalleled Professional Development in Las Vegas

SAN FRANCISCO--()--HDI, the leading organization dedicated to elevating technical support and service management across the enterprise, today announces the 2023 SupportWorld Live conference program. SupportWorld Live will unite the industry to share best practices and network. The event will take place April 30 - May 5, 2023 at the MGM Grand in Las Vegas, Nevada. Register here and save $400 off a conference pass with promo code WORLD.

“With the goal of helping our community make valuable connections and deliver better business outcomes, we have created an unparalleled conference to share best practices, network and celebrate successes,” said Tara Gibb, Senior Director of HDI. “We encourage industry professionals to join us this Spring to stay ahead of the curve and learn about the latest trends in support and service management.”

The Conference Program will offer workshops, training, keynote presentations, general sessions, panel discussions, solution spotlights and case studies covering essential topics such as service excellence and the customer experience.

Conference Program tracks include:

  • Evolving the Customer and the Employee Experience
  • Leading World-Class Teams
  • Modernizing Service Management
  • Optimizing the Support Organization
  • Pursuing Service Excellence

Keynote Presentations

  • Paul Long, author, podcaster, master of shenanigans and the former Director of Call Center Operations at Farmers Insurance, will present “Connecting the Workplace and Life Through F.U.N.” on May 2. Long leverages his concept "Fundamism" to empower attendees to make strides in improving the quality of life. When applied, these tactical behaviors are proven to create more joy, fun and fulfillment in life while creating a culture of experience that improves customer experience and employee engagement, reduces attrition and inspires growth across nearly every performance metric.
  • Vital Germaine, a consultant, corporate trainer specializing in leadership, culture and innovation and former Cirque du Soleil performer and consultant will present “How to Support a More Innovative, Creative and Diverse Mindset” on May 3. In this keynote, attendees will gain actionable tools that will stimulate and inspire creativity and ideation.
  • Sara Ross, Chief Vitality Officer at BrainAMPED, a research and strategy firm dedicated to redefining how to succeed at work and thrive in life, will present “Optimizing Your Leadership Energy: Your Unmatched Advantage to Reshaping How You Lead and Succeed” on May 4. Based on the research and principles shared in her book, “Dear Work, something has to change,” Ross will teach attendees how to shift leadership exhaustion to excellence, embrace a stress-mindset of possibility and use empowerment questions to bring the best out of others.
  • Kim Becking, J.D., a leading thought leader on thriving in the midst of change, will present “Build a Momentum Mindset®: How to Be More Adaptable, Resilient and Ready for What’s Next in a Rapidly Changing World” on May 5. Change, uncertainty, and disruption in business are guaranteed. Becking will share stories of resilience with healthy doses of vulnerability, humor and motivation and will empower attendees to redefine resilience and reframe change. Attendees will leave the program equipped with the tools they need to transform their mindset to think differently, conquer change and challenges, build more connections, and create the everyday resilience required.

One additional keynote will be announced in the coming weeks.

Case Studies

Case studies will provide attendees with valuable insight from high performing centers on the proven service and support strategies being implemented across healthcare, financial services, technology and other industries. The organizations presenting the case studies include:

  • Ameritas: IT Interns: The Future of Smarter Service
  • ATB Financial: You CAN Build a People-First Support Culture!
  • Atlantic Health System: Shift Right! What to Do When Self-Service Costs More Than In-Person Support
  • Boston University: Optimizing Your Support Model: Federated vs. Centralized Service Desks
  • Dixon Valve: How to Prioritize All Your Priorities
  • Georgia Institute of Technology: ITSM the Occam's Razor Way: Sometimes Simple Is Best
  • Johns Hopkins University Applied Physics Laboratory: From High School to High Performer: The Path to Success
  • Norton Healthcare: Taking Change Control from Zero to Sixty
  • PCSU: Putting "The Way We've Always Done It" in the Rear View: A Service Improvement Roadmap
  • Pennsylvania State University: Keeping Your Team Engaged in a Virtual World
  • P.F. Chang's China Bistro: Forming, Storming, Norming, and Performing ... in an Age of Social Distancing
  • The MITRE Corporation: In Harmony: Blending Enterprise IT Service Management and IT Portfolio Work Planning
  • Unisys: Experience Management: Maximizing Data to Impact Business Initiatives and Deliver Value
  • Veterans United Home Loans: Lessons in Scaling IT Support from Veterans United Home Loans

Click here to see the complete agenda.

To learn more about HDI’s SupportWorld Live or to register for the event, click here. Stay up to date on Facebook, Twitter or LinkedIn.

For sponsorship opportunities, contact Ayrien Machiran at

Media interested in a media pass, email Meryl Franzman at

About HDI

For more than thirty years, HDI has partnered with thousands of professionals and their organizations to improve their performance by helping them to: drive change, harness knowledge, transform teams, make connections, and turn challenges into opportunities. HDI empowers the technical support and service management community to advance their strategy, operations and teams through optimized service delivery. From the employee to the enterprise, HDI transforms service and support through its comprehensive lineup of training and certification courses, industry-leading annual conferences, results-driven consulting services, community-based networking opportunities, and insightful research and informational resources. What does HDI stand for? HDI stands for smarter service resulting in better business outcomes. Learn more at HDI is brought to you by Informa Tech.

About Informa Tech

Informa Tech is a market leading provider of integrated research, media, training and events to the global Technology community. We're an international business of more than 600 colleagues, operating in more than 20 markets. Our aim is to inspire the Technology community to design, build and run a better digital world through research, media, training and event brands that inform, educate and connect. Over 7,000 professionals subscribe to our research, with 225,000 delegates attending our events and over 18,000 students participating in our training programs each year, and nearly 4 million people visiting our digital communities each month. Learn more about Informa Tech.


Meryl Franzman
HDI’s SupportWorld Live


Meryl Franzman
HDI’s SupportWorld Live