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SD Summit Talk and Activity Schedule: October 29-30
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Schedule is subject to change. Please monitor this document for any updates.
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Day 2 - October 29Day 3 - October 30
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7:30 AMDoors OpenDoors Open - Registration8:00 AM
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8:00 AMRegistration
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Day 2 Opening Remarks8:55 AM
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8:55 AMOpening RemarksTalk 7

Damianne President
Use Proactive, White Glove Support to Double Customer Satisfaction and Half Wait Times		9:00 AM
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9:05 AMPylon Welcome RemarksTalk 8

Erika Semtei
Breaking Barriers: How Case Swarming Reshaped Our Team Dynamics		9:25 AM
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9:10 AMGroup Activity 1

Impromptu Networking
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9:45 AMTalk 1

Emma Charles
Support in the Spotlight: Bringing Technical Support to Customer Marketing Events		Talk 9

Oleg Krasnov
Hypergrowth: how to scale yourself with the company		9:50 AM
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10:10 AMTalk 2

Marilyn Lin
The Breakthrough That Turns Product and Support Into True Partners		Break10:20 AM
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10:35 AMTalk 3

Angel Funes
Aligning Marketing and Customer Experience for Success		Group Activity 3

Troika Consulting		10:35 AM
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11:00 AMBreakBreak11:35 AM
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11:15 AMPanel - TextExpander

Title: Support as a Value Driver: Why Customer Conversations Are Not a Cost Center

Moderator: Greg Walder

Panelists: TBA		Lightning Talk 5

Ty Givens
From Escalations to Collaboration: How Support Becomes Everyone’s Job		11:50 AM
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12:00 PMLunchLightning Talk 6

Victoria Crow Dog
Lean, Mean, Next-Generation Support Teams		11:57 PM
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1:00 PMLightning Talk 1

Valeriia Golubieva
Upgraded CSAT metric: how to make your CSAT more advanced?		Lunch12:00 PM
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1:07 PMLightning Talk 2

Ana-Alicia Siqueiros
QA at the Speed of AI
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1:15 PMLightning Talk 3

Francoise Tourniaire
How to say no to a customer and leave them and you feeling good - in 5 minutes!		Lightning Talk 7

Rita Saoud
Balancing AI and human empathy in support		1:00 PM
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1:22 PMLightning Talk 4

Melinda Roberts
Building a Healthy, Customer-Driven Culture in CX		Lightning Talk 8

Alden Seabolt
How to re-think your WFM in 2026 in a world of AI		1:07 PM
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1:30 PMBreakBreak1:15 PM
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1:45 PMGroup Activity 2

Appreciative Interviews		Group Activity 4

15% Solutions
1:30 PM
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2:30 PMBreakTalk 10

Adam Lobb
Scaling Startup Support Without Cutting Corners		2:15 PM
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2:45 PMTalk 4

Kayleb McKelvain
The Real Job of a Leader: Creating a Team That Talks Back		Talk 11

Amanda Tarantinol
Making CX Insights Work Cross-Functionally		2:40 PM
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3:10 PMTalk 5

Grant Stanis
From Emotion to Business Impact: Leading with Data-Driven Escalations		Talk 12

Garrick Ho
From Support to Strategy: How Patreon Turns Customer Feedback into Product Impact		3:05 PM
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3:35 PMMC Closing RemarksMC Closing Remarks3:30 PM