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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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Wednesday, August 26
 

9:00am CDT

Expo Hall Open for Registration
Wednesday August 26, 2026 9:00am - 9:00am CDT

Wednesday August 26, 2026 9:00am - 9:00am CDT

9:00am CDT

Operationalizing Meaningful Customer Interactions
Wednesday August 26, 2026 9:00am - 9:20am CDT
Room 312

Speakers
avatar for Marialexia Fernandez

Marialexia Fernandez

Director of Client Partnerships, Horatio

Wednesday August 26, 2026 9:00am - 9:20am CDT
Room 312 DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614

9:00am CDT

The Account-Aware Support Playbook
Wednesday August 26, 2026 9:00am - 9:20am CDT
Room 313

Speakers
avatar for Lucas Via

Lucas Via

Senior Vice President of Customer Success, Hiver

Wednesday August 26, 2026 9:00am - 9:20am CDT
Room 313 DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614
  Room 313

9:00am CDT

The Cost of Urgency in Customer Support
Wednesday August 26, 2026 9:00am - 9:20am CDT
Room 315

Speakers
avatar for Priscilla Brooke

Priscilla Brooke

Head of Podcaster Success, Buzzsprout

Wednesday August 26, 2026 9:00am - 9:20am CDT
Room 315 DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614
  Room 315

9:00am CDT

Teaching AI to Troubleshoot
Wednesday August 26, 2026 9:00am - 9:20am CDT
Room 316

Speakers
avatar for Ben Nachmani

Ben Nachmani

Head of Partnerships, Mosaic AI

Wednesday August 26, 2026 9:00am - 9:20am CDT
Room 316 DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614
  Room 316

9:00am CDT

Conversation Corner: Building support reports that become a compass for your leadership team
Wednesday August 26, 2026 9:00am - 9:20am CDT
Room 380
Every team ships a dashboard. Not every team ships a report that changes what leadership decides to fund or fix next quarter. What separates numbers people skim from numbers that become the thing leadership points back to? Let's compare what's landing and what's getting ignored.
Wednesday August 26, 2026 9:00am - 9:20am CDT
Room 380 DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614
  Room 380

9:30am CDT

AI Chatbots Are Useless Without Docs
Wednesday August 26, 2026 9:30am - 9:50am CDT
Room 312

Speakers
avatar for Paulo Sérgio Teixeira Pinto

Paulo Sérgio Teixeira Pinto

Happiness Engineer, Automattic

Wednesday August 26, 2026 9:30am - 9:50am CDT
Room 312 DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614
  Room 312

9:30am CDT

Maybe you can work four days too
Wednesday August 26, 2026 9:30am - 9:50am CDT
Room 313

Speakers
avatar for Abby Armada

Abby Armada

Senior Customer Support Manager, Flickr / Awesome
With over 10 years in support and 7 as a support manager, I'm passionate about nurturing teams and delivering awesome experiences. I life my life a quarter mile at a time.
Wednesday August 26, 2026 9:30am - 9:50am CDT
Room 313 DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614
  Room 313

9:30am CDT

Creating a Healthy Vibe-Coding Culture
Wednesday August 26, 2026 9:30am - 9:50am CDT
Room 316

Speakers
avatar for Zach Ihle

Zach Ihle

CX Operations Manager, Planning Center

Wednesday August 26, 2026 9:30am - 9:50am CDT
Room 316 DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614
  Room 316

9:30am CDT

Conversation Corner: Avenues for personal branding, like LinkedIn
Wednesday August 26, 2026 9:30am - 9:50am CDT
Room 380
LinkedIn works for some people and feels like a chore for others, but it isn’t the only way to connect with other. What's paying off right now? Is it writing, speaking, communities, something else? Let's swap what's working and skip the generic "post more" advice.
Wednesday August 26, 2026 9:30am - 9:50am CDT
Room 380 DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614
  Room 380

10:00am CDT

The Support Agent That Learns
Wednesday August 26, 2026 10:00am - 10:20am CDT
Room 312

Speakers
avatar for Zach Michel

Zach Michel

VP, Customer Onboarding & Support, Atlan

Wednesday August 26, 2026 10:00am - 10:20am CDT
Room 312 DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614
  Room 312

10:00am CDT

Designing Learner-Centered Documentation
Wednesday August 26, 2026 10:00am - 10:20am CDT
Room 313

Speakers
avatar for Rose Pajaroja-Villanueva

Rose Pajaroja-Villanueva

Happiness Engineer, Automattic
Wednesday August 26, 2026 10:00am - 10:20am CDT
Room 313 DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614
  Room 313

10:00am CDT

Diagnosing Technical Knowledge Gaps
Wednesday August 26, 2026 10:00am - 10:20am CDT
Room 315

Speakers
avatar for Lee Moreau

Lee Moreau

Senior Vice President, Services, PrismHR

avatar for Ben Nachmani

Ben Nachmani

Head of Partnerships, Mosaic AI

Wednesday August 26, 2026 10:00am - 10:20am CDT
Room 315 DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614
  Room 315

10:00am CDT

Conversation Corner: Using AI but not losing your critical thinking skills
Wednesday August 26, 2026 10:00am - 10:20am CDT
Room 380
The faster AI gets at drafting the answer, the easier it is to stop checking whether the answer is right. Let's talk through where that line sits: how do you move faster with AI without quietly outsourcing the judgment that makes you good at this job?
Wednesday August 26, 2026 10:00am - 10:20am CDT
Room 380 DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614
  Room 380

10:30am CDT

Conversation Corner: The Future of Support Driven
Wednesday August 26, 2026 10:30am - 10:50am CDT
Room 380

Wednesday August 26, 2026 10:30am - 10:50am CDT
Room 380 DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614

10:30am CDT

NETWORKING TIME
Wednesday August 26, 2026 10:30am - 10:50am CDT
Room 314

Wednesday August 26, 2026 10:30am - 10:50am CDT
Room 314 DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614
  Room 314

11:00am CDT

Closing Panel - What Does Your Job Look Like in Two Years
Wednesday August 26, 2026 11:00am - 12:00pm CDT
Room 314AB

Speakers
avatar for Rachel Thaw-Steindel

Rachel Thaw-Steindel

VP of Customer Success and Advocacy, kim.cc

avatar for Josh Carpenter

Josh Carpenter

Senior Director, Customer Support, Arkestro
I've been building and managing support teams for more than a decade, with more decades before that as a support engineer and project manager. My experience spans fintech, hospitality, home services, .gov, and aerospace. I am passionate about technical operations and support ops in... Read More →
avatar for Martin Hobratschk

Martin Hobratschk

Founder, Cognita Knowledge Management LLC

avatar for Daniel Kimber

Daniel Kimber

CEO & Co-Founder, Brainfish

Wednesday August 26, 2026 11:00am - 12:00pm CDT
Room 314AB DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614
 

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