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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!
Type: Room 313 clear filter
Tuesday, August 25
 

9:30am CDT

Support Owns the Release
Tuesday August 25, 2026 9:30am - 9:50am CDT
Room 313

Speakers
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 →
Tuesday August 25, 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 Right Reviewer Changes Everything
Tuesday August 25, 2026 10:00am - 10:20am CDT
Room 313

Speakers
avatar for Valeriia Golubieva

Valeriia Golubieva

Customer Experience Program Manager, Manychat

Tuesday August 25, 2026 10:00am - 10:20am CDT
Room 313 DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614
  Room 313

11:00am CDT

The Support Playbook That Keeps Up With Product
Tuesday August 25, 2026 11:00am - 11:20am CDT
Room 313

Speakers
avatar for Brett Rush

Brett Rush

Founder, Rush to Resolution
20 years of experience leading and building SaaS Customer Support. My team spanned 4 timezones, handled 3M users, and maintained 98% CSAT before Adobe acquired the company. I love biking, kayaking, swimming, traveling, and all-things-sourdough with my wife and 6yr old daughter.
Tuesday August 25, 2026 11:00am - 11:20am CDT
Room 313 DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614
  Room 313

11:30am CDT

Why Dashboards Don't Change Behavior and What Leaders Should Do Instead
Tuesday August 25, 2026 11:30am - 11:50am CDT
Room 313

Speakers
avatar for Stephanie A Jones

Stephanie A Jones

Customer Experience Leader, FLEek

Tuesday August 25, 2026 11:30am - 11:50am CDT
Room 313 DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614
  Room 313

1:30pm CDT

Unlock Advocacy by Blending AI with EI
Tuesday August 25, 2026 1:30pm - 1:50pm CDT
Room 313

Speakers
avatar for Jamie Shibley

Jamie Shibley

CEO | Engagement Strategist, The Expressory

Tuesday August 25, 2026 1:30pm - 1:50pm CDT
Room 313 DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614
  Room 313

2:00pm CDT

How to Unlock Shadow Knowledge and Create a Culture of Knowledge Sharing
Tuesday August 25, 2026 2:00pm - 2:20pm CDT
Room 313

Speakers
avatar for Martin Hobratschk

Martin Hobratschk

Founder, Cognita Knowledge Management LLC

Tuesday August 25, 2026 2:00pm - 2:20pm CDT
Room 313 DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614
  Room 313

3:00pm CDT

Building a Work Waze - How Clear Processes Protect Teams from Burnout
Tuesday August 25, 2026 3:00pm - 3:20pm CDT
Room 313

Speakers
avatar for Carol Lea

Carol Lea

Customer Service Representative, Flickr

Tuesday August 25, 2026 3:00pm - 3:20pm CDT
Room 313 DePaul University - Lincoln Park Student Center, 2250 N Sheffield Ave, Chicago, IL, US, 60614
  Room 313

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

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
 
Wednesday, August 26
 

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

9:30am 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

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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