SupportWorld Live*

SupportWorld Live*

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SupportWorld Live, formerly the Help Desk Institute Conference and Expo (HDI Conference & Expo or HDI Annual), successor of the Customer Relationship Management/Support Services Conference and Expo (CRM/SSCE) and the Support Services Conference & Expo (SSCE), is the technical support industry’s most comprehensive event for the USA. Whether you’re a frontline technician, new manager, seasoned team lead, distinguished VP, or CIO—there’s something for everyone at HDI. A ton of learning. Nonstop networking. A whole lot of fun. In the end, you’ll get everything you need to make your life as a tech support professional considerably easier.

With pre-conference Knowledge-Centered Service (KCS) Principles Certification training. (until 2017: Knowledge-Centered Support (KCS) Principles Certification training)

Conference History:

SupportWorld Live 2023, April 30 – May 5, 2023, Las Vegas, Nevada, USA / Virtual venue

Sub-title: —

    TBD

SupportWorld Live 2022, May 15-20, 2022, Las Vegas, Nevada, USA / Virtual venue

Sub-title: —

    Pre-Conference Training (May 15-17):
    Knowledge-Centered Service Principles (Certification)

    Conference Sessions:
    Powering Up Your Organization with 21st-Century Knowledge Management
    Swarming 2.0: Using KIT Principles to Solve Complex Problems

SupportWorld Live 2021, November 6-11, 2021, Orlando, Florida, USA / Virtual venue

Sub-title: Where Smarter Service Starts, and Better Business Begins

    Note: The conference was originally scheduled for July 11-16, 2021, Las Vegas, NV, USA.

    Pre-Conference Training (Nov 6-8):
    Knowledge-Centered Service Principles (Certification) CANCELLED

    Conference Sessions:
    Experience the Full Power of AI-Driven Knowledge Intelligence
    Experience Management: How It Will Rock Your Support World

SupportWorld Live 2020, August 11-12, 2020, Las Vegas, Nevada, USA Virtual venue

Sub-title: Where Smart Service Starts, and Better Business Begins

    Note: The conference was originally scheduled for April 19-24 and August 2-7, 2020, resp.

    Pre-Conference Training (Aug 4-6):
    Knowledge-Centered Service Principles (Certification)

    Conference Sessions:
    Top 10 Reasons Why Knowledge Management Initiatives Fail (and How to Avoid Them

HDI 2019 Conference & Expo, April 7-12, 2019, Orlando, Florida, USA

Conference Theme: Get Ready for the (R)Evolution of Support and Service Management

    Pre-Conference Certification Workshops:
    Knowledge-Centered Service (KCS) Principles (3 days)

    Conference Sessions:
    Turning the Aircraft Carriewr in Higher Ed: Texas A&M’s KCS Voyage
    Feed the Bots: Strategies to Improve Chatbots through Knowledge
    Breakfast Briefing: Knowledge-centered Support: Let’s Do It!
    Using Data, Knowledge, and Analytics to Make Better Business Decisions: The First American Corp. Experience
    How to Make Better Business Decisions Utilizing Data, Knowledge, and Analytics: A Roundtable with First American
    AI, Self-service, and User-facing Knowledge in Technical Support: Research in Review

HDI 2018 Conference & Expo, April 10-13, 2018, Las Vegas, Nevada, USA

    Pre-Conference Certification Workshops:
    Knowledge-Centered Service (KCS) Principles (3 days)

    Conference Sessions:
    Why KCS? A Western Kentucky University Success Story
    KCS Swarming: Ways to Gain Efficiencies for Desktop Support
    Stayin’ Alive: Creating and Keeping a Strong KCS Culture
    Breakfast Briefing: Using Knowledge Effectively to Accelerate Self-Service ROI
    Breakfast Briefing: Experience the Smart Service Desk, Powered by Machine Learning

HDI 2017 Conference & Expo, May 9-12, 2017, Washington, DC, USA

    Pre-Conference Certification Workshops:
    Knowledge-Centered Support (KCS) Principles (3 days)

    Pre-conference Workshops:
    Share Your Genius: Designing a Successful KCS Coaching Program (1 day)

    Conference Sessions:
    Share Your Genius: Designing a Successful KCS Coaching Program
    How KCS Saved the Day and Four Million Dollars!: A Case Study
    KCS: Driving Adoption Through an UFFA Balanced Scorecard
    KCS on Fire: Turn your Spark into a Flame
    Knowledge Management and Self-Service: A Case Study from Union Pacific Railroad
    Using Text Analytics to Drive Employee Improvement: A Case Study in Machine Learning

HDI 2016 Conference & Expo, April 12-15, 2016, Orlando, Florida, USA

    Pre-Conference Certification Workshops:
    Knowledge-Centered Support (KCS) Principles (3 days)

    Conference Sessions:
    Stories from KCS Champions (Panel)
    Marketing KCS to the Front Line
    The Secrets of Successful Knowledge Management
    Global Benchmarks for Knowledge Management
    Unleashing the Learning Power in Your Organization

25th HDI 2015 Conference & Expo, March 24-27, 2015, Las Vegas, Nevada, USA

    Pre-Conference Workshops:
    Knowledge Management Foundations: Knowledge-Centered Support (KCS) Principles (3 days)

    Conference Sessions:
    Combining Science and KCS to Change Behavior
    KCS Is the Gold Standard, but My Organization Has a Tin Cup
    KCS: Beyond IT and into the Business Environment

HDI 2014 Conference & Expo, April 1-4, 2014, Orlando, Florida, USA

    Pre-Conference Certification Workshops:
    Knowledge Management Foundations: Knowledge-Centered Support (KCS) Principles (3 days)

    Pre-conference Workshops:
    Knowledge Management for IT and Beyond (1 day)

    Conference Sessions:
    KCS, Turbocharged!
    Breakfast Briefing: Knowledge on a Budget
    Ephemeral Knowledge: The Shift to Disposable Culture
    Knowledge Management Is the New Black!

HDI 2013 Conference & Expo, April 16-19, 2013, Las Vegas, Nevada, USA

    Pre-Conference Certification Workshops:
    Knowledge Management Foundations: Knowledge-Centered Support (KCS) Principles (3 days)

    Conference Sessions:
    KCS: From the Service Desk to the Enterprise
    Knowledge Management, Self-Service, and the Social Enterprise
    The Future of Knowledge Management
    If Buddha Had an iPad: The Ultimate Body Hack of Today’s Knowledge Worker
    Knowledge Management Metrics That Matter

HDI 2012 Conference & Expo, April 24-27, 2012, Orlando, Florida, USA

    Pre-Conference Certification Workshops:
    Knowledge Management Foundations: Knowledge-Centered Support (KCS) Principles (3 days)

    Conference Sessions:
    Keynote: Intentional Leadership in the New World of Knowledge
    Breakfast Briefing: Knowledge Management and Common Cloud Support Issues
    Augmenting Knowledge-Centered Support with Proactive Knowledge Management
    Do Something: Solving the Know-Do Conundrum

HDI 2011 Conference & Expo, March 29 – April 1, 2011, Las Vegas, Nevada, USA

    Pre-Conference Certification Workshops:
    Knowledge Management Foundations: Knowledge-Centered Support (KCS) Principles (3 days)

    Conference Sessions:
    Keeping the KCS Momentum Strong After the Implementation Project Ends
    How Knowledge Management Transformed the Boise State University Service Desk

HDI 2010 Conference & Expo, March 16-19, 2010, Orlando, Florida, USA

    Pre-Conference Certification Workshops:
    Knowledge Management Foundations: Knowledge-Centered Support (KCS) Principles (3 days)

    Conference Sessions:
    Quality is Not an Option-Our Path to KCS Continues
    Implementing Knowledge-Centered Support: the Air Products Journey

HDI 2009 Conference & Expo, April 6-9, 2009, Las Vegas, Nevada, USA

    Pre-Conference Certification Workshops:
    Knowledge Management Foundations: Knowledge-Centered Support (KCS) Principles (3 days)

    Conference Sessions:
    n.a.

HDI 2008 Conference & Expo, March 9-12, 2008, Dallas, Texas, USA

    Pre-Conference Certification Workshops:
    Knowledge Management Foundations: Knowledge-Centered Support (KCS) Principles (3 days)

    Conference Sessions:
    Beyond KCS: Implications of Mastering the Knowledge Management Challenge
    Wikis and Web 2.0: Impact on Knowledge Management
    Know What We Know: Knowledge Engineering at PepsiCo
    ITIL v3 and Knowledge Management Come Together
    If You Don’t Want To Know – Don’t Ask!
    Know It’s Broke Before Your Customers Do
    Listen and Learn from Your Agents

HDI 2007 Conference & Expo, April 30 – May 3, 2007, Las Vegas, Nevada, USA

    Pre-Conference Workshops:
    Knowledge Management Foundations (1 day); Collective Intelligence: New Technologies of Collaboration (1 day)

    Conference Sessions:
    Data Migration Gyration: The Path to KCS
    You’ve Implemented a Knowledge Base: Now What?
    Open Source Tool Empowers Knowledge-base Sharing
    Who Is Creating Knowledge Value?

HDI 2006 Conference & Expo, March 19-22, 2006, Nashville, Tennessee, USA

    Pre-Conference Certification Workshops:
    Knowledge Management Foundations: Knowledge-Centered Support (KCS) Principles (2 days)

    Conference Sessions:
    Integrating Three Key Technologies for Experience-based Knowledge Management Systems
    The Knowledge Management Dating Game
    Bringing Knowledge Management to the Dogs: An ASPCA Case Study
    The Road to Knowledge Ownership: A Peregrine Customer Support Case Study
    Assuring Quality in the Support Desk’s Only Product: Knowledge
    The Knowledge Taxonomy

HDI 2005 Conference & Expo, Mach 6-10, 2005, Las Vegas, Nevada, USA

    Pre-Conference Certification Workshops:
    Knowledge Management Foundations Workshop: Knowledge-Centered Support (KCS) Practices (2 days)

    Conference Sessions:
    The Knowledge Management Maturity Model
    Knowledge-Centered Support (KCS): Best Practices for Knowledge Management
    Knowledge Management Unplugged
    Knowledge-powered Support

HDI 2004 Conference & Expo, April 17-21, 2004, Orlando, Florida, USA

    Pre-Conference Certification Workshops:
    Knowledge-Centered Support Foundations (2 days)

    Conference Sessions:
    Introduction to Knowledge-centered Support
    Service Desk Knowledge Management: Practical Lessons Learned
    Delivering Knowledge Powered Solutions to the Help Desk
    Knowledge Driven Service for Continuous Quality Improvement
    Leveraging Self-Service and Knowledge for Global Intranet Support

HDI 2003 Conference & Expo, March 17-20, 2003, Las Vegas, Nevada, USA

    Pre-Conference Workshops:
    Knowledge Management for Practitioners (1 day)

    Conference Sessions:
    Leveraged Brainpower: The Contact Center as a Corporate Knowledge Center
    If You Don’t Want to Know, Don’t Ask
    Integrating Knowledge Management and Change Management Support Processes
    Enhancing the Work Environment with Customer Centric Knowledge Management

    Expo-education Sessions:
    The Knowledge-Powered Enterprise: Beyond the Help Desk
    Maximizing Knowledge Tools

HDI 2002 Conference & Expo, April 14-17, 2002, Orlando, Florida, USA

    Pre-Conference Workshops:
    Knowledge Technologies and Process Strategy: Engineering Solutions (1 day)

    Conference Sessions:
    The Knowledge Center: The Enterprise Service Desk
    Using Knowledge Technologies in Customer Service Organizations

HDI 2001 Conference & Expo, March 18-21, 2001, New Orleans, Louisiana, USA

    Pre-Conference Seminars:

    Conference Sessions:
    Globalizing Knowledge Bases for Multilingual Customer Support
    Ask the Survivors: Bringing Knowledge Management to Life (Practitioner Panel)
    Doing the Math: Developing Knowledge Metrics to Measure Self-Service ROI

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