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!
Sign up or log in to add sessions to your schedule and sync them to your phone or calendar.
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.
Tuesday August 25, 2026 9:30am - 9:50am CDT Room 380DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614
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.
Tuesday August 25, 2026 10:00am - 10:20am CDT Room 380DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614
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?
Tuesday August 25, 2026 11:30am - 11:50am CDT Room 380DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614
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.
Tuesday August 25, 2026 1:30pm - 1:50pm CDT Room 380DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614
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.
Tuesday August 25, 2026 2:00pm - 2:20pm CDT Room 380DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614
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?
Tuesday August 25, 2026 3:00pm - 3:20pm CDT Room 380DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614
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?
Tuesday August 25, 2026 3:30pm - 3:50pm CDT Room 380DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614
