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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!
Subject: Management clear filter
Tuesday, August 25
 

9:30am CDT

Break Your Team's Burnout Loop
Tuesday August 25, 2026 9:30am - 9:50am CDT
Room 315

Speakers
avatar for Anna Brozek

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
  Room 315

10:00am CDT

Upskill Your Team for the Future
Tuesday August 25, 2026 10:00am - 10:20am CDT
Room 315

Speakers
avatar for Andrew Randazzo

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
  Room 315

11:00am CDT

Building the Culture Where Your Team Stays and Thrives
Tuesday August 25, 2026 11:00am - 11:20am CDT
Room 315

Speakers
avatar for Chrissy Sebald

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
  Room 315

11:30am CDT

Leading Through What You Cannot Fix
Tuesday August 25, 2026 11:30am - 11:50am CDT
Room 315

Speakers
avatar for Michelle McGowan

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
  Room 315

1:30pm CDT

Never Lose a Coaching Thread
Tuesday August 25, 2026 1:30pm - 1:50pm CDT
Room 315

Speakers
avatar for Reagan Helms

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
  Room 315

2:00pm CDT

The Rise of the Support Engineer
Tuesday August 25, 2026 2:00pm - 2:20pm CDT
Room 315

Speakers
avatar for Daniel Kimber

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
  Room 315

3:00pm CDT

When Support Gets Weird
Tuesday August 25, 2026 3:00pm - 3:20pm CDT
Room 315

Speakers
avatar for Jil McKinney

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
  Room 315

3:30pm CDT

Using AI to Clean Up Your Messy Knowledge Base
Tuesday August 25, 2026 3:30pm - 3:50pm CDT
Room 312

Speakers
avatar for Cora Van Leeuwen

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
  Room 312

3:30pm CDT

Moving from Transact to Transform
Tuesday August 25, 2026 3:30pm - 3:50pm CDT
Room 313
Feedback Survey

Speakers
avatar for Joreen Audrey Baquilod

Joreen Audrey Baquilod

Senior Manager of Customer Support, CARET

avatar for Aaron Dionne

Aaron Dionne

Associate Manager, Technical Support, CARET

avatar for Dan Rohda

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
  Room 313

3:30pm CDT

From Entry Level to Room 315: An Unexpected Journey
Tuesday August 25, 2026 3:30pm - 3:50pm CDT
Room 315

Speakers
avatar for Daver Jennings

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
  Room 315

4:00pm CDT

AI Needs Instructions. You're It.
Tuesday August 25, 2026 4:00pm - 4:20pm CDT
Room 312

Speakers
avatar for Susannah Barnes

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
  Room 312

4:00pm CDT

Unlocking the Power of Support Reports
Tuesday August 25, 2026 4:00pm - 4:20pm CDT
Room 313

Speakers
avatar for Andrew “Coach” Rios

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
  Room 313

4:00pm CDT

From Support Engineer to Leader
Tuesday August 25, 2026 4:00pm - 4:20pm CDT
Room 315

Speakers
avatar for Matt Dunn

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
  Room 315
 
Wednesday, August 26
 

9:00am CDT

AI Evolves. Humans Lead.
Wednesday August 26, 2026 9:00am - 9:20am CDT
Room 312

Speakers
avatar for Melissa Torres

Melissa Torres

Head of Global Support Operations, Handshake

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
  Room 312

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

9:30am 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

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
 

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