President's Message...

with Liz Bunger

Did you see that we have two chapters reopening? Back by popular demand, our Los Angeles and Chicago chapters are back up and running. The Los Angeles chapter held their first event on AI & Automation on July 31. Chicago will hold their first event virtually on August 7. You can find more information about each chapter and their events on their websites. Click here for Los Angeles. Click here for Chicago. If you aren't located in those cities, click here to find a local chapter near you. We hope to see you soon!

Bytes and Banter - Have you watched?

New episode!  From Marine to Mentor: Building Resiliance with Tony North"

Tony North, a 26-year technology industry veteran, shares his incredible journey from being an adopted child to a Marine Corps veteran to a tech professional. Tony and host Rocky McGuire share personal stories of resilience and growth, shining a light on the power of mentorship. The discussion ranges from the evolution of tech teams to boosting customer experiences with self-help portals and automation, to tackling the challenges of remote work. This episode is packed with insights to help you dream big and lead your team to success. Don’t miss it!

Subscribe to Bytes & Banter on Apple Podcasts, Spotify, and YouTube to stay updated with our latest episodes, where we delve into diverse topics and hear inspiring stories from industry leaders.

HDI Local Chapters bring #TechnicalSupport professionals together to connect, share, discuss common challenges, and learn from industry innovators.

Generative AI First Friday Meetup!

We are thrilled to invite you to the Generative AI Monthly Meetup, to explore the latest trends, share insights, and connect with like-minded peers working with Generative AI tools and process. With so much changing so quickly we wanted to create a space where people in the region could connect and learn from each other as we are all in different phases of exploration, testing and adoption.

What to Expect:

• Peer Networking: Connect with fellow professionals, exchange ideas, and discuss real-world challenges related to Generative AI. 
• Learn: Learn about what is happening within the region and what other people are seeing and experiencing within their organizations.
• Share: This is an opportunity for you to come and share what you and your team have been up to in the world of Generative AI, the good the bad and the ugly are all welcome.
• Open to All: Whether you’re a member or not, everyone is welcome. Spread the word and invite your colleagues! We hope by creating a space for connecting and sharing, we will all be better off as we are all in different places on this generative AI journey.

📧 Have Topics or Questions related to Generative AI you would like to be included? Reach out to our VP of Programs, Quinn, at qakrs@rit.edu. Your input shapes our agenda!

Date: August 2, 2024 

Time: 9:00 AM - 10:00 AM ET             

Location: Virtual!  Registration details sent upon registration.

Cost: Free!

Register Here!

Building Future Forward Tech Teams

Date: August 7, 2024

Time: 11:30-12:30 PM CT             

Location: Virtual!  Link will be sent on registration

Cost: Free!

Register Here!

Leading Through the Fire: Strategies for Leaders to Overcome Burnout and Reginite their Teams  

Join Phil Gerbyshak for a 90-minute interactive program at the HDI Ohio event in Cincinnati on August 8th, 2024, designed to help IT leaders and their teams tackle burnout and build resilience. With engaging stories, practical strategies, and personalized action plans, Phil equips participants with the tools to stay strong and support each other through IT challenges.

What can you expect? 

• Lunch!
• Networking with other IT professionals
• Engaging presentation from Phil Gerbyshak

Food/Drink:

• Lunch will be provided
• Water / Soda / Coffee

What will we discuss?:

Navigating the high-speed world of IT can sometimes feel like trying to drink coffee
brewed at the speed of light - it’s scalding, overwhelming, and can leave you feeling more
than a little frazzled. That’s where Phil Gerbyshak steps in with his 90-minute rollercoaster of an interactive speaking program, designed with IT leaders and their teams in mind.

Think of it as your GPS for steering clear of burnout boulevard and cruising down resilience road instead. Phil’s going to share stories, spark conversations, and dive into a treasure chest of strategies to help you spot burnout from a mile away, kick it to the curb, and build a team culture that’s all about bouncing back stronger.

Ready to roll up your sleeves and get to work?
You’ll walk away not just with a bunch of “Aha!” moments but with a toolkit that’s like the
Swiss Army knife for tackling burnout. We’re talking about quick fixes for those days when everything’s on fire, and deep-dive strategies for building a team that’s as resilient as a Nokia 3310. Phil’s got exercises that’ll flex your resilience muscles and action plans that are so personalized, they’ll fit your situation like a glove. And because no hero goes it alone, you’ll also learn how to rally your team so everyone’s got each other's backs.
 

So, what’s in the swag bag you’ll be taking home?
1) The secret sauce for spotting burnout before it hits;
2) Burnout busters that are so practical, you’ll start using them before you leave the room;
3) Long-term strategies that’ll make your team stronger and happier;
4) A custom action plan that’s all about you and your team;
5) And the cherry on top: forming your very own squad of burnout-busting allies for the
journey ahead. Let’s make burnout a thing of the past and build teams that thrive, no matter what the IT world throws our way!

Date: August 8, 2024

Time: 12:00-2:30 PM ET          

Location: Ameritas Cincinnati - 1880 Waycross Road. Cincinnati, OH 45240

Cost: HDI Ohio members - Free
          Non-Members - $15

Register Here!

Updates from HDI...Check out these great industry happenings!

Did you Take the Survey?

HDI is taking a deep dive into the state of service management in 2024. In this annual study, we take a close look at: staffing, skills, and salaries; processes and practices; technology, including AI; and service management strategies. Your input matters, and we want to hear from you!  The survey takes about 10-15 minutes to complete.  

As with all of our surveys, the information you provide won’t be linked to you or your organization. The results will be reported in aggregate and individual responses will remain confidential.

Thank you in advance for taking time out of your day to participate in this research. We look forward to sharing the results with the community at Service Management World this November in Orlando.

Hurry!  Deadline to complete it is Saturday, 8/10.

Take the Survey Here!

The State of Technical Support in 2024...a Good Read!

In this summary article, HDI’s Principal Analyst, Daniel Thomas, shares critical insights from HDI’s State of Technical Support report. This annual benchmark study highlights the progress, perceptions, opportunities, and challenges shaping the industry. It covers everything from recent workforce trends and hiring forecasts to skills and training needs, to key support metrics, technology initiatives, and adherence to best practices.

One notable observation is that the tech support profession is not going away any time soon despite slower job growth. In addition – and not surprisingly - technical support teams have "big plans" to leverage generative AI (Artificial Intelligence) for which they are already laying the groundwork. Read on to gain access to essential highlights from HDI’s State of Technical Support.

 Read More Here!

Daniel Thomas is Principal Analyst of Enterprise IT at Informa Tech, producing thought leadership content for the HDI and ICMI communities. He has more than a decade of experience researching and writing on the most critical topics of interest for the technology sector, including cybersecurity, AI, data analytics, risk and privacy, networking and digital security policies. He previously served as a Senior Analyst for CyberRisk Alliance and as the Director of Research for GovExec Media in Washington, D.C

This article is shared from HDI Informa Support World newsletter

Join Us This Year in Orlando!

November 17-21, 2024, Loews Sapphire Falls Resort, Orlando. FL

Do you believe a service management-focused culture can be a catalyst for transforming an organization?

If you’re nodding your head, there’s only one place you should be this November…

At Service Management World (SMW) in Orlando.

SMW is the definitive event for service management leaders - a conference and expo totally focused on helping you manage changing customer and business expectations, discover emerging resources and technologies, and stay ahead of evolving practices and frameworks.

Everything shaping the future of service management comes together in the most productive and valuable week of your year.

View the program here!

HDI Local Chapter Members save $350 off of the registration fee!  That's more than twice the cost of a 1 year membership!  If you're not an HDI member, first click here to join, then use your chapter-specific promo code found here to get the discount!

Act quickly!  Super Saver rates expire on August 2!

Register Here!

Grow your Industry Knowledge with Webinars from HDI!

HDI's content-rich, live webinars, presented by top industry experts and practitioners, cover industry best practices, emerging trends, and service leadership. These periodic webinars keep technical service and support professionals up to date on key issues and offer training on concepts critical to support organization effectiveness. Participate live on the day of the event or on-demand as your schedule permits.

Latest webinar...Beyond IT: AI Powered Service Management for all Business Teams

   -- How AI-powered Enterprise and ITSM solutions can supercharge service delivery, increase ROI, and redirect agents to focus on what really matters

   -- How IT leaders can influence business team leaders like HR and other shared services

   -- How Freshworks blends AI and ESM to unify service delivery across key lines of business

With generative AI, you can integrate your IT infrastructure and investments for max efficiency by creating a unified service channel that intelligently supports, prioritizes, and anticipates business needs across the enterprise, from HR and Finance to Facilities and more.  

Click here to access the recording.

Move Your Team Forward...Together!

There is nothing quite like private group training to advance your team's skills and engagement. To start, it's flexible and adaptable. Choose training dates that accommodate you and your colleagues' schedules, and train your team how you prefer: in person or virtually via HDI's dynamic live training platform. Beyond the convenience, HDI's fully customizable private group training adds real value to your service center by focusing only on the areas of development and pain points relevant to your organization. Training is a proven technique for keeping teams engaged and motivated to do their best work.

Benefits:

• Total flexibility. Choose training dates that accommodate you and your colleagues' schedules.
• Real-life application. Focus on your organization’s key issues and pain points.
• Boost morale. Access our interactive virtual training platform that supports breakout rooms for team building exercises and learning application. Invest in group training as a proven technique for keeping teams engaged.
• Save money. Train your entire team at the same time – and with our volume discounts – to improve the bottom line.

Click here for more information.

Unlocking AI Success - A Strategic Aseessment for Support Centers

As support centers grapple with the complexities of AI adoption, a strategic framework becomes essential for assessing AI optimization and ensuring a successful implementation. Before introducing even more tech into your stack, understanding how to optimize your approach is key. Whether you’re just starting on your AI journey or need help overcoming roadblocks, HDI can be your partner in charting the most effective course.

When it comes to AI, change management can be a significant undertaking. Without proper planning, your initiatives may cost more, your resources may be wasted, and the result may become unusable. You must spend time examining your existing infrastructure, skillsets, data governance and success measures. Yes, this can sound daunting, but if you put in the work now, the execution and adoption will move more quickly and efficiently. 

So how should you approach preparing your company for generative AI Integration?  

As the support center industry’s leading thought leader for more than 35 years, HDI’s expert consultants will work with you to assess your organization’s AI approach and collaborate with you to evolve your strategy and execution plans. Our experts can even help you navigate the rapidly changing vendor landscape, guide you through the vendor selection process and support you through go-live and beyond. Our holistic, vendor-agnostic approach ensures that our clients select the right AI solutions using a people-first approach that prepares your operations and workforce for seamless integration. 

The first step is understanding where you are on the optimization scale. HDI is here to support your organization on its AI journey, so be sure to tap into our expertise. 

More information is here.

HDI CONNECT...Where Practitioners Go for Advice!

HDI Connect is the place where support and service management professionals come to expand their knowledge, advance their careers, and find a community that acts like a family. Joining the community is complimentary to you, but priceless to your career and organization!  Click here to sign up!  It's free!

And now...a Word from our Sponsor...SymphonyAI!

SymphonyAI Apex offers an AI-powered IT and Enterprise Workflow platform that integrates IT Service Management (ITSM), Enterprise Service Management (ESM), Asset Management, Enterprise Copilot, and Service Automation into a single, easy-to-use suite. It delivers a scalable, AI-powered platform that pro­vides quick time to value with low code/no code capabilities. Features include omnichannel experience, service automation, workflows, powerful reporting analytics capabilities, and 100s of integrations with third-party applications. The suite helps simplify work, increase productivity, and deliver a delightful user experience.

It is realistic for enterprises using SymphonyAI Enterprise IT to experience 60% automation of service requests, 50% faster resolution, and 30% savings on hard­ware and software costs using their Apex platform.

Enterprise IT is a business division of SymphonyAI, a leading AI SaaS provider delivering packaged enterprise AI solutions for a range of critical industry use cases. The top 200 financial institutions, the top 15 grocers, and the top 25 CPG companies are SymphonyAI customers.  You can read more about SymphonyAI here.

WHY WE'RE HERE...WHAT WE DO

HDI Local Chapters primary mission focuses on elevating the service and support industry through our Local Chapter Network. These goals are accomplished by:

❖ Building a community where people are encouraged to form connections that span different career paths and levels of experience in the service and support industry.

❖ Providing quality communications, educational events, and sharing of best practices among members within the service and support community.

❖ Maintaining a relationship and working closely with HDI Corporate as a strategic partner.

JOIN HDI!

Connect - Learn - Succeed for one low annual membership fee $149 per year.  Click here to join!

Student Memberships Available at a Discount. 

GET SOCIAL WITH US!

THANK YOU TO OUR HDI LOCAL CHAPTER SPONSORS