[{"data":1,"prerenderedAt":1202},["Reactive",2],{"doc-/blog/support-driven-expo-2026-the-sessions-worth-building-your-schedule-around":3},{"_path":4,"_dir":5,"_draft":6,"_partial":6,"_locale":7,"title":8,"description":7,"date":9,"heading":10,"lead":11,"author":12,"tags":13,"navigation":6,"head":15,"body":55,"_type":1197,"_id":1198,"_source":1199,"_file":1200,"_extension":1201},"/blog/support-driven-expo-2026-the-sessions-worth-building-your-schedule-around","blog",false,"","Support Driven Expo 2026 The Sessions Worth Building Your Schedule Around","2026-08-10T00:00:00.000Z","Support Driven Expo 2026: The Sessions Worth Building Your Schedule Around","This year’s Support Driven Expo will be held in Chicago from August 24 – 26, bringing together support professionals from around the world for three days dedicated to the ideas, strategies, and technologies shaping the future of customer support.","Josh Peacock",[14],"Events",{"title":16,"description":17,"link":18,"meta":22},"Support Driven Expo 2026: The Sessions Worth Building Your Schedule Around | LaunchBrightly","The speaker lineup for the Support Driven Expo in Chicago has been released — and this one is built for leaders shaping the future of support.",[19],{"rel":20,"href":21},"canonical","https://launchbrightly.com/blog/support-driven-expo-2026-the-sessions-worth-building-your-schedule-around",[23,26,29,32,34,36,38,41,44,47,49,51,53],{"name":24,"content":25},"keywords","screenshots, documentation, customer support, customer experience, customer success, support driven, knowledge management",{"name":27,"content":28},"copyright","© 2026 LaunchBrightly, Inc.",{"property":30,"content":31},"og:type","article",{"property":33,"content":21},"og:url",{"property":35,"content":16},"og:title",{"property":37,"content":17},"og:description",{"property":39,"content":40},"og:image","https://launchbrightly.com/images/blog/support-driven-expo-2026-the-sessions-worth-building-your-schedule-around/support-driven-la-2026-ben-meredith.jpg",{"name":42,"content":43},"twitter:site","@launchbrightly",{"name":45,"content":46},"twitter:card","summary_large_image",{"name":48,"content":21},"twitter:url",{"name":50,"content":16},"twitter:title",{"name":52,"content":17},"twitter:description",{"name":54,"content":40},"twitter:image",{"type":56,"children":57,"toc":1194},"root",[58,69,86,91,104,126,131,151,156,176,181,200,205,210,233,237,242,249,254,270,286,302,318,324,329,342,362,382,402,422,442,462,482,502,522,528,533,539,544,563,569,574,594,614,634,654,674,694,714,734,754,774,794,814,834,854,860,865,885,905,925,945,965,985,991,996,1016,1036,1056,1076,1096,1116,1129,1149,1169,1189],{"type":59,"tag":60,"props":61,"children":62},"element","p",{},[63],{"type":59,"tag":64,"props":65,"children":68},"img",{"alt":66,"src":67},"LaunchBrightly - Support Driven Expo In Chicago 2026","/images/blog/support-driven-expo-2026-the-sessions-worth-building-your-schedule-around/support-driven-la-2026-ben-meredith.jpg",[],{"type":59,"tag":60,"props":70,"children":71},{},[72,75,84],{"type":73,"value":74},"text","Support teams are navigating rapid advances in AI, evolving customer expectations, and growing pressure to operate more strategically. This year's ",{"type":59,"tag":76,"props":77,"children":81},"a",{"href":78,"rel":79},"https://www.supportdriven.com/expo-chicago-2026",[80],"nofollow",[82],{"type":73,"value":83},"Support Driven Expo",{"type":73,"value":85}," lands right in the middle of that shift. More than 50 practitioner-led sessions span seven tracks — Management, Community, Knowledge Management, Support Engineering, Support Operations, Career Development, and AI — with lessons coming from the people solving these problems every day.",{"type":59,"tag":60,"props":87,"children":88},{},[89],{"type":73,"value":90},"One thing stood out scanning this year's agenda: it's harder than usual to tell what a session is actually about just from its track. A Support Operations talk is really about leadership. A Management session is really about process design. It's a small signal of how support is becoming increasingly multidisciplinary — the strongest teams don't treat these as separate initiatives, and this year's sessions have been built around that overlap.",{"type":59,"tag":60,"props":92,"children":93},{},[94,96,102],{"type":73,"value":95},"At ",{"type":59,"tag":76,"props":97,"children":99},{"href":98},"/product",[100],{"type":73,"value":101},"LaunchBrightly",{"type":73,"value":103}," we spend a lot of time thinking about what it actually takes to keep a knowledge base accurate as a product changes underneath it — so the Knowledge Management track is where we'll be spending a lot of our own time in Chicago. A few sessions we’re super excited to build our schedule around include:",{"type":59,"tag":60,"props":105,"children":106},{},[107,113,117,124],{"type":59,"tag":108,"props":109,"children":110},"strong",{},[111],{"type":73,"value":112},"One Knowledge Base, Three Masters",{"type":59,"tag":114,"props":115,"children":116},"br",{},[],{"type":59,"tag":76,"props":118,"children":121},{"href":119,"rel":120},"https://www.linkedin.com/in/rizwansherif/",[80],[122],{"type":73,"value":123},"Riz Sherif",{"type":73,"value":125}," | Director of Customer Experience at Credit Repair Cloud",{"type":59,"tag":60,"props":127,"children":128},{},[129],{"type":73,"value":130},"Your knowledge base now has to work for three readers at once — customers self-serving, agents resolving tickets, and AI systems generating responses — and most teams are still writing for just one of them. Riz's session covers a framework for auditing and restructuring content so it holds up across all three.",{"type":59,"tag":60,"props":132,"children":133},{},[134,139,142,149],{"type":59,"tag":108,"props":135,"children":136},{},[137],{"type":73,"value":138},"Using AI to Clean Up Your Messy Knowledge Base",{"type":59,"tag":114,"props":140,"children":141},{},[],{"type":59,"tag":76,"props":143,"children":146},{"href":144,"rel":145},"https://www.linkedin.com/in/cora-vl/",[80],[147],{"type":73,"value":148},"Cora Van Leeuwen",{"type":73,"value":150}," | Technical Support Specialist at Attio",{"type":59,"tag":60,"props":152,"children":153},{},[154],{"type":73,"value":155},"Every knowledge base accumulates technical debt — duplicate articles, inconsistent terminology, outdated content. Cora's session looks at using AI to accelerate that cleanup instead of setting aside months for a manual overhaul.",{"type":59,"tag":60,"props":157,"children":158},{},[159,164,167,174],{"type":59,"tag":108,"props":160,"children":161},{},[162],{"type":73,"value":163},"AI Chatbots Are Useless Without Docs",{"type":59,"tag":114,"props":165,"children":166},{},[],{"type":59,"tag":76,"props":168,"children":171},{"href":169,"rel":170},"https://www.linkedin.com/in/psrpinto/",[80],[172],{"type":73,"value":173},"Paulo Sérgio Teixeira Pinto",{"type":73,"value":175}," | Happiness Engineer at Automattic",{"type":59,"tag":60,"props":177,"children":178},{},[179],{"type":73,"value":180},"A direct look at why AI support tools are only as good as the documentation underneath them, and what that means for how teams should prioritize content work as AI handles more of the interaction volume.",{"type":59,"tag":60,"props":182,"children":183},{},[184,189,192,199],{"type":59,"tag":108,"props":185,"children":186},{},[187],{"type":73,"value":188},"Designing Learner-Centered Documentation",{"type":59,"tag":114,"props":190,"children":191},{},[],{"type":59,"tag":76,"props":193,"children":196},{"href":194,"rel":195},"https://www.linkedin.com/in/rosepajaroja-villanueva/",[80],[197],{"type":73,"value":198},"Rose Pajaroja-Villanueva",{"type":73,"value":175},{"type":59,"tag":60,"props":201,"children":202},{},[203],{"type":73,"value":204},"Rose makes the case for writing documentation around how people actually learn, not how a product team thinks about the feature — with practical guidance on structuring articles that build understanding instead of just listing steps.",{"type":59,"tag":60,"props":206,"children":207},{},[208],{"type":73,"value":209},"And that's just one track. The AI track alone runs more than a dozen sessions this year, and Support Operations, Management, and Career Development are all deep with practical, tactical talks.",{"type":59,"tag":60,"props":211,"children":212},{},[213,215,222,224,231],{"type":73,"value":214},"If you'll be in Chicago, come say hello! Both ",{"type":59,"tag":76,"props":216,"children":219},{"href":217,"rel":218},"https://www.linkedin.com/in/dennismortensen/",[80],[220],{"type":73,"value":221},"Dennis",{"type":73,"value":223}," and ",{"type":59,"tag":76,"props":225,"children":228},{"href":226,"rel":227},"https://www.linkedin.com/in/joshuacpeacock/",[80],[229],{"type":73,"value":230},"Josh",{"type":73,"value":232}," will be in Chicago always up for swapping ideas whether you want to talk AI, knowledge management — or just want to shoot the breeze 🙂",{"type":59,"tag":234,"props":235,"children":236},"hr",{},[],{"type":59,"tag":60,"props":238,"children":239},{},[240],{"type":73,"value":241},"You can find the full list of stellar speakers from all talk tracks below.",{"type":59,"tag":243,"props":244,"children":246},"h4",{"id":245},"knowledge-management",[247],{"type":73,"value":248},"Knowledge Management",{"type":59,"tag":60,"props":250,"children":251},{},[252],{"type":73,"value":253},"Documentation only works if people actually use it, and that gets harder as products change faster than teams can keep up with them. This track digs into what it takes to build knowledge bases that hold up under that pressure — strategy, content design, and the governance that keeps things consistent as a team and its docs both grow. Several sessions this year also look at where AI fits into that picture, both as a tool for maintaining content and as a new kind of reader the knowledge base now has to serve.",{"type":59,"tag":60,"props":255,"children":256},{},[257,261,264,269],{"type":59,"tag":108,"props":258,"children":259},{},[260],{"type":73,"value":138},{"type":59,"tag":114,"props":262,"children":263},{},[],{"type":59,"tag":76,"props":265,"children":267},{"href":144,"rel":266},[80],[268],{"type":73,"value":148},{"type":73,"value":150},{"type":59,"tag":60,"props":271,"children":272},{},[273,277,280,285],{"type":59,"tag":108,"props":274,"children":275},{},[276],{"type":73,"value":112},{"type":59,"tag":114,"props":278,"children":279},{},[],{"type":59,"tag":76,"props":281,"children":283},{"href":119,"rel":282},[80],[284],{"type":73,"value":123},{"type":73,"value":125},{"type":59,"tag":60,"props":287,"children":288},{},[289,293,296,301],{"type":59,"tag":108,"props":290,"children":291},{},[292],{"type":73,"value":163},{"type":59,"tag":114,"props":294,"children":295},{},[],{"type":59,"tag":76,"props":297,"children":299},{"href":169,"rel":298},[80],[300],{"type":73,"value":173},{"type":73,"value":175},{"type":59,"tag":60,"props":303,"children":304},{},[305,309,312,317],{"type":59,"tag":108,"props":306,"children":307},{},[308],{"type":73,"value":188},{"type":59,"tag":114,"props":310,"children":311},{},[],{"type":59,"tag":76,"props":313,"children":315},{"href":194,"rel":314},[80],[316],{"type":73,"value":198},{"type":73,"value":175},{"type":59,"tag":243,"props":319,"children":321},{"id":320},"management",[322],{"type":73,"value":323},"Management",{"type":59,"tag":60,"props":325,"children":326},{},[327],{"type":73,"value":328},"Leading a support team looks different depending on where that team is in its growth, and this track reflects that range — sessions here cover everything from a first-time manager finding their footing to experienced leaders navigating reorgs and shifting expectations. The common thread is people: coaching, performance, burnout, and the decisions that come with leading through change rather than around it. Expect practical approaches over abstract leadership theory.",{"type":59,"tag":60,"props":330,"children":331},{},[332,337,340],{"type":59,"tag":108,"props":333,"children":334},{},[335],{"type":73,"value":336},"Break Your Team's Burnout Loop",{"type":59,"tag":114,"props":338,"children":339},{},[],{"type":73,"value":341},"\nAnna Brozek | Owner, Soma Naperville",{"type":59,"tag":60,"props":343,"children":344},{},[345,350,353,360],{"type":59,"tag":108,"props":346,"children":347},{},[348],{"type":73,"value":349},"How to Develop Your Own System for Effective 1:1s",{"type":59,"tag":114,"props":351,"children":352},{},[],{"type":59,"tag":76,"props":354,"children":357},{"href":355,"rel":356},"https://www.linkedin.com/in/reagan-helms/",[80],[358],{"type":73,"value":359},"Reagan Helms",{"type":73,"value":361}," | VP of Customer Experience at Planning Center",{"type":59,"tag":60,"props":363,"children":364},{},[365,370,373,380],{"type":59,"tag":108,"props":366,"children":367},{},[368],{"type":73,"value":369},"The Cost of Urgency in Customer Support",{"type":59,"tag":114,"props":371,"children":372},{},[],{"type":59,"tag":76,"props":374,"children":377},{"href":375,"rel":376},"https://www.linkedin.com/in/priscilla-brooke-91595854/",[80],[378],{"type":73,"value":379},"Priscilla Brooke",{"type":73,"value":381}," | Head of Podcaster Success at Buzzsprout",{"type":59,"tag":60,"props":383,"children":384},{},[385,390,393,400],{"type":59,"tag":108,"props":386,"children":387},{},[388],{"type":73,"value":389},"Leading Through What You Cannot Fix",{"type":59,"tag":114,"props":391,"children":392},{},[],{"type":59,"tag":76,"props":394,"children":397},{"href":395,"rel":396},"https://www.linkedin.com/in/mzmcgowan/",[80],[398],{"type":73,"value":399},"Michelle McGowan",{"type":73,"value":401}," | Director of Operations at Rocket Money",{"type":59,"tag":60,"props":403,"children":404},{},[405,410,413,420],{"type":59,"tag":108,"props":406,"children":407},{},[408],{"type":73,"value":409},"Maybe You Can Work Four Days Too",{"type":59,"tag":114,"props":411,"children":412},{},[],{"type":59,"tag":76,"props":414,"children":417},{"href":415,"rel":416},"https://www.linkedin.com/in/abbyarmada/",[80],[418],{"type":73,"value":419},"Abby Armada",{"type":73,"value":421}," | Senior Customer Support Manager at Flickr",{"type":59,"tag":60,"props":423,"children":424},{},[425,430,433,440],{"type":59,"tag":108,"props":426,"children":427},{},[428],{"type":73,"value":429},"Moving from Transact to Transform",{"type":59,"tag":114,"props":431,"children":432},{},[],{"type":59,"tag":76,"props":434,"children":437},{"href":435,"rel":436},"https://www.linkedin.com/in/danrohda/",[80],[438],{"type":73,"value":439},"Dan Rohda",{"type":73,"value":441}," | Senior Director, Customer Support at CARET",{"type":59,"tag":60,"props":443,"children":444},{},[445,450,453,460],{"type":59,"tag":108,"props":446,"children":447},{},[448],{"type":73,"value":449},"Building the Culture Where Your Team Stays and Thrives",{"type":59,"tag":114,"props":451,"children":452},{},[],{"type":59,"tag":76,"props":454,"children":457},{"href":455,"rel":456},"https://www.linkedin.com/in/chrissysebald/",[80],[458],{"type":73,"value":459},"Chrissy Sebald",{"type":73,"value":461}," | Director, CX Practice & Support Operations at Boldr",{"type":59,"tag":60,"props":463,"children":464},{},[465,470,473,480],{"type":59,"tag":108,"props":466,"children":467},{},[468],{"type":73,"value":469},"AI Evolves. Humans Lead.",{"type":59,"tag":114,"props":471,"children":472},{},[],{"type":59,"tag":76,"props":474,"children":477},{"href":475,"rel":476},"https://www.linkedin.com/in/melitorres/",[80],[478],{"type":73,"value":479},"Melissa Torres",{"type":73,"value":481}," | Head of Global Support Operations at Handshake",{"type":59,"tag":60,"props":483,"children":484},{},[485,490,493,500],{"type":59,"tag":108,"props":486,"children":487},{},[488],{"type":73,"value":489},"The Support Agent That Learns: Compounding Expertise from Every Ticket",{"type":59,"tag":114,"props":491,"children":492},{},[],{"type":59,"tag":76,"props":494,"children":497},{"href":495,"rel":496},"https://www.linkedin.com/in/zamichel/",[80],[498],{"type":73,"value":499},"Zach Michel",{"type":73,"value":501}," | VP, Customer Onboarding & Support at Atlan",{"type":59,"tag":60,"props":503,"children":504},{},[505,510,513,520],{"type":59,"tag":108,"props":506,"children":507},{},[508],{"type":73,"value":509},"When Support Gets Weird",{"type":59,"tag":114,"props":511,"children":512},{},[],{"type":59,"tag":76,"props":514,"children":517},{"href":515,"rel":516},"https://www.linkedin.com/in/jilmckinney/",[80],[518],{"type":73,"value":519},"Jil McKinney",{"type":73,"value":521}," | Director Customer Support at Descript",{"type":59,"tag":243,"props":523,"children":525},{"id":524},"community",[526],{"type":73,"value":527},"Community",{"type":59,"tag":60,"props":529,"children":530},{},[531],{"type":73,"value":532},"Support doesn't happen in a vacuum, and this track looks at the role community plays around it — from community-led support models to the feedback loops that connect users directly to the teams building for them. It's about extending support past the traditional ticket queue and into spaces built on trust and participation.",{"type":59,"tag":243,"props":534,"children":536},{"id":535},"support-engineer",[537],{"type":73,"value":538},"Support Engineer",{"type":59,"tag":60,"props":540,"children":541},{},[542],{"type":73,"value":543},"New this year, this track sits at the intersection of support and engineering, for people who spend as much time debugging as they do talking to customers. Sessions cover technical troubleshooting, product collaboration, and what it actually takes to grow into a more technical support role — useful whether you're already there or looking to get there.",{"type":59,"tag":60,"props":545,"children":546},{},[547,552,555,562],{"type":59,"tag":108,"props":548,"children":549},{},[550],{"type":73,"value":551},"Turn Support Reps into Code Contributors",{"type":59,"tag":114,"props":553,"children":554},{},[],{"type":59,"tag":76,"props":556,"children":559},{"href":557,"rel":558},"https://www.linkedin.com/in/msilb/",[80],[560],{"type":73,"value":561},"Melissa Silberstang",{"type":73,"value":175},{"type":59,"tag":243,"props":564,"children":566},{"id":565},"support-operations",[567],{"type":73,"value":568},"Support Operations",{"type":59,"tag":60,"props":570,"children":571},{},[572],{"type":73,"value":573},"This is the track for the systems underneath the work — workflow design, ticketing, automation, and the operational decisions that let a team scale without quality falling apart along the way. It's the biggest track this year, and it shows: sessions range from release management to reporting to shadow knowledge, all united by the same question of how to build processes that hold up as volume and complexity grow.",{"type":59,"tag":60,"props":575,"children":576},{},[577,582,585,592],{"type":59,"tag":108,"props":578,"children":579},{},[580],{"type":73,"value":581},"Why Dashboards Don't Change Behavior and What Leaders Should Do Instead",{"type":59,"tag":114,"props":583,"children":584},{},[],{"type":59,"tag":76,"props":586,"children":589},{"href":587,"rel":588},"https://www.linkedin.com/in/stephanie-jones-39b083116/",[80],[590],{"type":73,"value":591},"Stephanie A. Jones",{"type":73,"value":593}," | Customer Experience Leader",{"type":59,"tag":60,"props":595,"children":596},{},[597,602,605,612],{"type":59,"tag":108,"props":598,"children":599},{},[600],{"type":73,"value":601},"Building the Human Systems Behind AI Support",{"type":59,"tag":114,"props":603,"children":604},{},[],{"type":59,"tag":76,"props":606,"children":609},{"href":607,"rel":608},"https://www.linkedin.com/in/victoria-crow-dog-19079546/",[80],[610],{"type":73,"value":611},"Victoria Crow Dog",{"type":73,"value":613}," | Senior Engineering Manager at Clever Inc.",{"type":59,"tag":60,"props":615,"children":616},{},[617,622,625,632],{"type":59,"tag":108,"props":618,"children":619},{},[620],{"type":73,"value":621},"Support Owns the Release",{"type":59,"tag":114,"props":623,"children":624},{},[],{"type":59,"tag":76,"props":626,"children":629},{"href":627,"rel":628},"https://www.linkedin.com/in/joshcbcarpenter/",[80],[630],{"type":73,"value":631},"Josh Carpenter",{"type":73,"value":633}," | Senior Director, Customer Support at Arkestro",{"type":59,"tag":60,"props":635,"children":636},{},[637,642,645,652],{"type":59,"tag":108,"props":638,"children":639},{},[640],{"type":73,"value":641},"Unlocking the Power of Support Reports",{"type":59,"tag":114,"props":643,"children":644},{},[],{"type":59,"tag":76,"props":646,"children":649},{"href":647,"rel":648},"https://www.linkedin.com/in/riosa/",[80],[650],{"type":73,"value":651},"Andrew Rios",{"type":73,"value":653}," | Customer Experience Leader and Coach",{"type":59,"tag":60,"props":655,"children":656},{},[657,662,665,672],{"type":59,"tag":108,"props":658,"children":659},{},[660],{"type":73,"value":661},"The Support Playbook for Fast-Moving Products",{"type":59,"tag":114,"props":663,"children":664},{},[],{"type":59,"tag":76,"props":666,"children":669},{"href":667,"rel":668},"https://www.linkedin.com/in/brettrush/",[80],[670],{"type":73,"value":671},"Brett Rush",{"type":73,"value":673}," | Founder of Rush to Resolution",{"type":59,"tag":60,"props":675,"children":676},{},[677,682,685,692],{"type":59,"tag":108,"props":678,"children":679},{},[680],{"type":73,"value":681},"The Account-Aware Support Playbook",{"type":59,"tag":114,"props":683,"children":684},{},[],{"type":59,"tag":76,"props":686,"children":689},{"href":687,"rel":688},"https://www.linkedin.com/in/lukevia/",[80],[690],{"type":73,"value":691},"Lucas Via",{"type":73,"value":693}," | Senior Vice President of Customer Success at Hiver",{"type":59,"tag":60,"props":695,"children":696},{},[697,702,705,712],{"type":59,"tag":108,"props":698,"children":699},{},[700],{"type":73,"value":701},"Blending AI with Emotional Intelligence",{"type":59,"tag":114,"props":703,"children":704},{},[],{"type":59,"tag":76,"props":706,"children":709},{"href":707,"rel":708},"https://www.linkedin.com/in/jamie-shibley-76a3402/",[80],[710],{"type":73,"value":711},"Jamie Shibley",{"type":73,"value":713}," | CEO | Engagement Strategist at The Expressory",{"type":59,"tag":60,"props":715,"children":716},{},[717,722,725,732],{"type":59,"tag":108,"props":718,"children":719},{},[720],{"type":73,"value":721},"How to Unlock Shadow Knowledge and Create a Culture of Knowledge Sharing",{"type":59,"tag":114,"props":723,"children":724},{},[],{"type":59,"tag":76,"props":726,"children":729},{"href":727,"rel":728},"https://www.linkedin.com/in/hobratschk/",[80],[730],{"type":73,"value":731},"Martin Hobratschk",{"type":73,"value":733}," | Founder of Cognita Knowledge Management LLC",{"type":59,"tag":60,"props":735,"children":736},{},[737,742,745,752],{"type":59,"tag":108,"props":738,"children":739},{},[740],{"type":73,"value":741},"The Right Reviewer Changes Everything",{"type":59,"tag":114,"props":743,"children":744},{},[],{"type":59,"tag":76,"props":746,"children":749},{"href":747,"rel":748},"https://www.linkedin.com/in/valeriia-golubieva/",[80],[750],{"type":73,"value":751},"Valeriia Golubieva",{"type":73,"value":753}," | Quality & Training Lead, CX Team at Manychat",{"type":59,"tag":60,"props":755,"children":756},{},[757,762,765,772],{"type":59,"tag":108,"props":758,"children":759},{},[760],{"type":73,"value":761},"Building a Work Waze — How Clear Processes Protect Teams from Burnout",{"type":59,"tag":114,"props":763,"children":764},{},[],{"type":59,"tag":76,"props":766,"children":769},{"href":767,"rel":768},"https://www.linkedin.com/in/carol-lea-63ba4329/",[80],[770],{"type":73,"value":771},"Carol Lea",{"type":73,"value":773}," | Customer Service Representative at Flickr",{"type":59,"tag":60,"props":775,"children":776},{},[777,782,785,792],{"type":59,"tag":108,"props":778,"children":779},{},[780],{"type":73,"value":781},"Stop Letting Your Helpdesk Design Your Support Team",{"type":59,"tag":114,"props":783,"children":784},{},[],{"type":59,"tag":76,"props":786,"children":789},{"href":787,"rel":788},"https://www.linkedin.com/in/james-r-a-amey/",[80],[790],{"type":73,"value":791},"James Amey",{"type":73,"value":793}," | Founding Solutions Engineer at Plain",{"type":59,"tag":60,"props":795,"children":796},{},[797,802,805,812],{"type":59,"tag":108,"props":798,"children":799},{},[800],{"type":73,"value":801},"From Support Engineer to Leader",{"type":59,"tag":114,"props":803,"children":804},{},[],{"type":59,"tag":76,"props":806,"children":809},{"href":807,"rel":808},"https://www.linkedin.com/in/mattdunn1/",[80],[810],{"type":73,"value":811},"Matt Dunn",{"type":73,"value":813}," | Formerly at Sauce Labs and TheLoops",{"type":59,"tag":60,"props":815,"children":816},{},[817,822,825,832],{"type":59,"tag":108,"props":818,"children":819},{},[820],{"type":73,"value":821},"Creating a Healthy Vibe-Coding Culture",{"type":59,"tag":114,"props":823,"children":824},{},[],{"type":59,"tag":76,"props":826,"children":829},{"href":827,"rel":828},"https://www.linkedin.com/in/zach-ihle-28214438/",[80],[830],{"type":73,"value":831},"Zach Ihle",{"type":73,"value":833}," | CX Operations Manager at Planning Center",{"type":59,"tag":60,"props":835,"children":836},{},[837,842,845,852],{"type":59,"tag":108,"props":838,"children":839},{},[840],{"type":73,"value":841},"Build vs. Buy: The AI Decision Every CX Leader Needs to Understand",{"type":59,"tag":114,"props":843,"children":844},{},[],{"type":59,"tag":76,"props":846,"children":849},{"href":847,"rel":848},"https://www.linkedin.com/in/sachandler/",[80],[850],{"type":73,"value":851},"Sam Chandler",{"type":73,"value":853}," | Director of Customer Success, Commercial at Kustomer",{"type":59,"tag":243,"props":855,"children":857},{"id":856},"career-development",[858],{"type":73,"value":859},"Career Development",{"type":59,"tag":60,"props":861,"children":862},{},[863],{"type":73,"value":864},"Support careers don't follow one path, and this track is built around that reality — sessions cover skill development, mentorship, and the transitions people make across roles, whether that's moving into management, going technical, or figuring out what's next after years in the queue. Real stories from people who've made those moves, alongside practical advice for anyone weighing a similar decision",{"type":59,"tag":60,"props":866,"children":867},{},[868,873,876,883],{"type":59,"tag":108,"props":869,"children":870},{},[871],{"type":73,"value":872},"How Leaders Can Turn Support Roles into Lasting Careers",{"type":59,"tag":114,"props":874,"children":875},{},[],{"type":59,"tag":76,"props":877,"children":880},{"href":878,"rel":879},"https://www.linkedin.com/in/daver-jennings-6a938919",[80],[881],{"type":73,"value":882},"Daver Jennings",{"type":73,"value":884}," | Technical Support Senior Manager at OverDrive",{"type":59,"tag":60,"props":886,"children":887},{},[888,893,896,903],{"type":59,"tag":108,"props":889,"children":890},{},[891],{"type":73,"value":892},"Your Career Is a Bucket of Lego Blocks, and You Haven't Read the Instructions Yet",{"type":59,"tag":114,"props":894,"children":895},{},[],{"type":59,"tag":76,"props":897,"children":900},{"href":898,"rel":899},"https://www.linkedin.com/in/lalamamedov/",[80],[901],{"type":73,"value":902},"Lala Mamedov",{"type":73,"value":904}," | Founder of The Support Strategy",{"type":59,"tag":60,"props":906,"children":907},{},[908,913,916,923],{"type":59,"tag":108,"props":909,"children":910},{},[911],{"type":73,"value":912},"Imagine Without Limits: The Scientific Method of Growth",{"type":59,"tag":114,"props":914,"children":915},{},[],{"type":59,"tag":76,"props":917,"children":920},{"href":918,"rel":919},"https://www.linkedin.com/in/sarala-conlan/",[80],[921],{"type":73,"value":922},"Sarala Conlan",{"type":73,"value":924}," | Senior Customer Support Manager at Kojo",{"type":59,"tag":60,"props":926,"children":927},{},[928,933,936,943],{"type":59,"tag":108,"props":929,"children":930},{},[931],{"type":73,"value":932},"Visibility is your Career Superpower",{"type":59,"tag":114,"props":934,"children":935},{},[],{"type":59,"tag":76,"props":937,"children":940},{"href":938,"rel":939},"https://www.linkedin.com/in/shaneikabooker",[80],[941],{"type":73,"value":942},"Shaneika Booker",{"type":73,"value":944}," | Manager, Customer Success & Support at Honeycomb Insurance",{"type":59,"tag":60,"props":946,"children":947},{},[948,953,956,963],{"type":59,"tag":108,"props":949,"children":950},{},[951],{"type":73,"value":952},"Future Proofing Our Careers from Entry Level to Executive in the Age of AI",{"type":59,"tag":114,"props":954,"children":955},{},[],{"type":59,"tag":76,"props":957,"children":960},{"href":958,"rel":959},"https://www.linkedin.com/in/marlene/",[80],[961],{"type":73,"value":962},"Marlene Summers",{"type":73,"value":964}," | Senior Vice President of Global Support at ECI Software Solutions",{"type":59,"tag":60,"props":966,"children":967},{},[968,973,976,983],{"type":59,"tag":108,"props":969,"children":970},{},[971],{"type":73,"value":972},"The Playbook Has Changed",{"type":59,"tag":114,"props":974,"children":975},{},[],{"type":59,"tag":76,"props":977,"children":980},{"href":978,"rel":979},"https://www.linkedin.com/in/tamarawall/",[80],[981],{"type":73,"value":982},"Tamara Wall",{"type":73,"value":984}," | Head of Support at Common Room",{"type":59,"tag":243,"props":986,"children":988},{"id":987},"ai",[989],{"type":73,"value":990},"AI",{"type":59,"tag":60,"props":992,"children":993},{},[994],{"type":73,"value":995},"AI shows up everywhere else on this agenda, but this track is where teams go deep on it directly — real use cases, the hard parts of implementation, and how it's actually changing workflows and roles rather than just how it's supposed to. Sessions range from tactical (a dozen-plus ways to use AI in support ops) to strategic (build vs. buy, what trust in AI actually requires), which tracks with where most teams are right now: past the pilot stage, still figuring out what scaling it responsibly looks like.",{"type":59,"tag":60,"props":997,"children":998},{},[999,1004,1007,1014],{"type":59,"tag":108,"props":1000,"children":1001},{},[1002],{"type":73,"value":1003},"How Creating Your Own Tools Can Transform Operations",{"type":59,"tag":114,"props":1005,"children":1006},{},[],{"type":59,"tag":76,"props":1008,"children":1011},{"href":1009,"rel":1010},"https://www.linkedin.com/in/josh-boock/",[80],[1012],{"type":73,"value":1013},"Joshua Boock",{"type":73,"value":1015}," | Director of Customer Support at Sauce",{"type":59,"tag":60,"props":1017,"children":1018},{},[1019,1024,1027,1034],{"type":59,"tag":108,"props":1020,"children":1021},{},[1022],{"type":73,"value":1023},"Upskill Your Team for the Future",{"type":59,"tag":114,"props":1025,"children":1026},{},[],{"type":59,"tag":76,"props":1028,"children":1031},{"href":1029,"rel":1030},"https://www.linkedin.com/in/andrewjrandazzo/",[80],[1032],{"type":73,"value":1033},"Andrew Randazzo",{"type":73,"value":1035}," | Manager, Customer Support at Fin",{"type":59,"tag":60,"props":1037,"children":1038},{},[1039,1044,1047,1054],{"type":59,"tag":108,"props":1040,"children":1041},{},[1042],{"type":73,"value":1043},"AI Needs Instructions. You're It.",{"type":59,"tag":114,"props":1045,"children":1046},{},[],{"type":59,"tag":76,"props":1048,"children":1051},{"href":1049,"rel":1050},"https://www.linkedin.com/in/susannah-barnes/",[80],[1052],{"type":73,"value":1053},"Susannah Barnes",{"type":73,"value":1055}," | Sr. Manager, Digital Customer Experience at Alation",{"type":59,"tag":60,"props":1057,"children":1058},{},[1059,1064,1067,1074],{"type":59,"tag":108,"props":1060,"children":1061},{},[1062],{"type":73,"value":1063},"12+ Ways to Use AI for Support Ops",{"type":59,"tag":114,"props":1065,"children":1066},{},[],{"type":59,"tag":76,"props":1068,"children":1071},{"href":1069,"rel":1070},"https://www.linkedin.com/in/francoisetourniaire/",[80],[1072],{"type":73,"value":1073},"Francoise Tourniaire",{"type":73,"value":1075}," | Owner and Principal at FT Works",{"type":59,"tag":60,"props":1077,"children":1078},{},[1079,1084,1087,1094],{"type":59,"tag":108,"props":1080,"children":1081},{},[1082],{"type":73,"value":1083},"How Great AI Agents Are Created",{"type":59,"tag":114,"props":1085,"children":1086},{},[],{"type":59,"tag":76,"props":1088,"children":1091},{"href":1089,"rel":1090},"https://www.linkedin.com/in/vincenthfchan/",[80],[1092],{"type":73,"value":1093},"Vincent Chan",{"type":73,"value":1095}," | Founder of NorthOak",{"type":59,"tag":60,"props":1097,"children":1098},{},[1099,1104,1107,1114],{"type":59,"tag":108,"props":1100,"children":1101},{},[1102],{"type":73,"value":1103},"The 40% Problem: Building an AI Strategy for the Tickets That Will Never Be Deflected",{"type":59,"tag":114,"props":1105,"children":1106},{},[],{"type":59,"tag":76,"props":1108,"children":1111},{"href":1109,"rel":1110},"https://www.linkedin.com/in/nirajranjan/",[80],[1112],{"type":73,"value":1113},"Niraj Ranjan Rout",{"type":73,"value":1115}," | Founder, CEO of Hiver",{"type":59,"tag":60,"props":1117,"children":1118},{},[1119,1124,1127],{"type":59,"tag":108,"props":1120,"children":1121},{},[1122],{"type":73,"value":1123},"SaaS Support from Swarm to Self-Serve",{"type":59,"tag":114,"props":1125,"children":1126},{},[],{"type":73,"value":1128},"\nOliver Williams | SmugMug",{"type":59,"tag":60,"props":1130,"children":1131},{},[1132,1137,1140,1147],{"type":59,"tag":108,"props":1133,"children":1134},{},[1135],{"type":73,"value":1136},"The Human Side of Scaling with AI",{"type":59,"tag":114,"props":1138,"children":1139},{},[],{"type":59,"tag":76,"props":1141,"children":1144},{"href":1142,"rel":1143},"https://www.linkedin.com/in/gregoryjohnson/",[80],[1145],{"type":73,"value":1146},"Greg Johnson",{"type":73,"value":1148}," | Head of NA Customer Success Team at LuxCreo",{"type":59,"tag":60,"props":1150,"children":1151},{},[1152,1157,1160,1167],{"type":59,"tag":108,"props":1153,"children":1154},{},[1155],{"type":73,"value":1156},"The Rise of the Support Engineer",{"type":59,"tag":114,"props":1158,"children":1159},{},[],{"type":59,"tag":76,"props":1161,"children":1164},{"href":1162,"rel":1163},"https://www.linkedin.com/in/daniel-kimber/",[80],[1165],{"type":73,"value":1166},"Daniel Kimber",{"type":73,"value":1168}," | CEO & Co-Founder at Brainfish",{"type":59,"tag":60,"props":1170,"children":1171},{},[1172,1177,1180,1187],{"type":59,"tag":108,"props":1173,"children":1174},{},[1175],{"type":73,"value":1176},"Trusted AI in CX: What Transformation Actually Requires",{"type":59,"tag":114,"props":1178,"children":1179},{},[],{"type":59,"tag":76,"props":1181,"children":1184},{"href":1182,"rel":1183},"https://www.linkedin.com/in/carolinedangson/",[80],[1185],{"type":73,"value":1186},"Caroline Dangson",{"type":73,"value":1188}," | Product Marketing Manager at Kustomer",{"type":59,"tag":60,"props":1190,"children":1191},{},[1192],{"type":73,"value":1193},"See you in Chicago!",{"title":7,"searchDepth":1195,"depth":1195,"links":1196},2,[],"markdown","content:blog:support-driven-expo-2026-the-sessions-worth-building-your-schedule-around.md","content","blog/support-driven-expo-2026-the-sessions-worth-building-your-schedule-around.md","md",1786309084185]