SupportWorld Live*
No warranty for correctness & completeness!
This site will be updated with no ads and linked to its KMedu opportunities
as soon as the provider subscribes to this service!
(sample pages: training, university, community, conference)
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.
From 2004 to 2022 with pre-conference Knowledge-Centered Service (KCS) Principles Certification training. (was: Knowledge-Centered Support (KCS) Principles Certification training)
Conference History:
SupportWorld Live 2025, May 18-22, 2025, Las Vegas, NV, USA
Sub-title: —
- Pre-Conference Training:
TBC – Knowledge-Centered Service (KCS) Principles
Conference Sessions:
TBD
SupportWorld Live 2024, April 27 – May 2, 2024, Denver, CO, USA
Sub-title: —
- Pre-Conference Training (Apr 27-29):
Knowledge-Centered Service (KCS) Principles
Conference Sessions:
The Heart of Knowledge: Sustainable Success
Thriving in a KCS-Driven Environment
Total Experience Management: Unleashing Exceptional Connections
SupportWorld Live 2023, April 30 – May 5, 2023, Las Vegas, Nevada, USA / Virtual venue
Sub-title: —
- Pre-Conference Training (Apr 30-May 2):
Knowledge-Centered Service (KCS) Principles Certification (CANCELLED)
Conference Sessions:
An Implementor’s Guide to Launching KCS
Lessons Learned from Real World KCS Implementations
How to Build a Better Template for Knowledge Base Articles
The Heart of Knowledge: Building Trust at Farm Credit Mid-America
Transformation and Experience: How Support Organizations Contribute to Organizational Improvement
Navigating the Total Experience Ecosystem to Delight Your Customers, Employees, and Stakeholders
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