Support Driven Expo 2026

Support Driven Expo 2026

Welcome to the event schedule for SD Expo 2026! You’ll see all the talks and workshops available, and you can pick and choose across all tracks to create your own schedule for the event. Please reach out in #event-sd-expo in Slack if you have any questions!

Tip: Talks run 20 minutes and happen every half hour!

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9:30am CDT

Break Your Team's Burnout Loop

Tuesday August 25, 2026 9:30am - 9:50am CDT

Speakers

Anna Brozek

Owner, Soma Naperville

Tuesday August 25, 2026 9:30am - 9:50am CDT
Room 315 DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614

Track Management

10:00am CDT

Upskill Your Team for the Future

Tuesday August 25, 2026 10:00am - 10:20am CDT

Speakers

Andrew Randazzo

Manager, Customer Support, Fin (formerly Intercom)

Tuesday August 25, 2026 10:00am - 10:20am CDT
Room 315 DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614

Track AI, Management

11:00am CDT

Building the Culture Where Your Team Stays and Thrives

Tuesday August 25, 2026 11:00am - 11:20am CDT

Speakers

Chrissy Sebald

Director, CX Practice & Support Operations, Boldr

Tuesday August 25, 2026 11:00am - 11:20am CDT
Room 315 DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614

Track Management, Room 313

11:30am CDT

Leading Through What You Cannot Fix

Tuesday August 25, 2026 11:30am - 11:50am CDT

Speakers

Michelle McGowan

Director of Operations, Rocket Money

Tuesday August 25, 2026 11:30am - 11:50am CDT
Room 315 DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614

Track Management

1:30pm CDT

Never Lose a Coaching Thread

Tuesday August 25, 2026 1:30pm - 1:50pm CDT

Speakers

Reagan Helms

VP of Customer Experience, Planning Center

Tuesday August 25, 2026 1:30pm - 1:50pm CDT
Room 315 DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614

Track Management, AI

2:00pm CDT

The Rise of the Support Engineer

Tuesday August 25, 2026 2:00pm - 2:20pm CDT

Speakers

Daniel Kimber

CEO & Co-Founder, Brainfish

Tuesday August 25, 2026 2:00pm - 2:20pm CDT
Room 315 DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614

Track Management, AI, Support Engineer

3:00pm CDT

When Support Gets Weird

Tuesday August 25, 2026 3:00pm - 3:20pm CDT

Speakers

Jil McKinney

Director Customer Support, Descript

Tuesday August 25, 2026 3:00pm - 3:20pm CDT
Room 315 DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614

Track Support Engineer, Management

3:30pm CDT

Using AI to Clean Up Your Messy Knowledge Base

Tuesday August 25, 2026 3:30pm - 3:50pm CDT

Speakers

Cora Van Leeuwen

Technical Support Specialist, Attio

Tuesday August 25, 2026 3:30pm - 3:50pm CDT
Room 312 DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614

Track Knowledge Management, AI

3:30pm CDT

Moving from Transact to Transform

Tuesday August 25, 2026 3:30pm - 3:50pm CDT

Feedback Survey

Speakers

Joreen Audrey Baquilod

Senior Manager of Customer Support, CARET

Aaron Dionne

Associate Manager, Technical Support, CARET

Dan Rohda

Senior Director, Customer Support, CARET Legal

Support teams aren’t just a safety net. They are the climbers out front. They keep the promise of your brand, make it easy for customers to stay, deliver clear benefits that drive value realization, and affirm the vision that fuels your ascent. Talk to me about how to align teams... Read More →

Tuesday August 25, 2026 3:30pm - 3:50pm CDT
Room 313 DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614

Track Room 313, Management

3:30pm CDT

From Entry Level to Room 315: An Unexpected Journey

Tuesday August 25, 2026 3:30pm - 3:50pm CDT

Speakers

Daver Jennings

Technical Support Senior Manager, OverDrive, Inc.

Tuesday August 25, 2026 3:30pm - 3:50pm CDT
Room 315 DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614

Track Career Development, Management

4:00pm CDT

AI Needs Instructions. You're It.

Tuesday August 25, 2026 4:00pm - 4:20pm CDT

Speakers

Susannah Barnes

Sr. Manager, Digital Customer Experience, Alation

Tuesday August 25, 2026 4:00pm - 4:20pm CDT
Room 312 DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614

Track Knowledge Management, AI

4:00pm CDT

Unlocking the Power of Support Reports

Tuesday August 25, 2026 4:00pm - 4:20pm CDT

Speakers

Andrew “Coach” Rios

Founder, Cityside Fiber / RIOS MGMT

Andrew is a technologist, runner, and passionate CX leader with 25 years of experience. He has played every position on a customer experience team and built world-class global support teams at startups and Fortune 100 companies such as Megapath, Fitbit, Cisco, and Turntide Technologies... Read More →

Tuesday August 25, 2026 4:00pm - 4:20pm CDT
Room 313 DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614

Track Room 313, Management

4:00pm CDT

From Support Engineer to Leader

Tuesday August 25, 2026 4:00pm - 4:20pm CDT

Speakers

Matt Dunn

IFS Loops

Tuesday August 25, 2026 4:00pm - 4:20pm CDT
Room 315 DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614

Track Career Development, Support Engineer, Management