President's Message...
with Laurie Lukken
Service and Support World has come to an end and I hope everyone that attended learned a lot and had a great time reuniting with friends you have made in the past and socializing with peers. I want to congratulate the top award winners: Best Service and Support Technician award went to Nate Lantaigne-Goetsch from the Minnesota local chapter, Best Service and Support Analyst award went to Cheryl Buzicky from the Minnesota local chapter and Best Officer Of The Year award went to Chris Eder who is President for the Ohio local chapter. The 2026 award season saw 32 nominations submitted for Best Service and Support Technician, 77 nominations for Best Service and Support Analyst and 5 nominations for Best Office of the Year. This is a wonderful achievement and the nominators and winners should feel very proud of their accomplishment.
There will be a new award category for 2027 that will recognize those that are non-customer facing, may be in a training capacity, contributes to knowledge Management, is a technical resource, provides an escalation bridge and/or a L2/L3 liaison, assists in operational/process and assists front-line to deliver great service. It’s exciting to see this popular part of the conference get expanded to recognize hard working individuals in another category. The award season begins in August so start thinking now about who you can nominate for one of these awards.
HDI Local Chapters had a wonderful presence at Service and Support World with a prominent booth location that saw great traffic and interest both in how to become a member as well as starting a new chapter in locations where there isn’t currently a chapter. That interest included Phoenix, Utah, Las Vegas, Houston, Canada, South Bend, Orange County and Massachusetts. If you would be interested in helping to get a chapter started, please send an email sharing your interest to newchapterstartup@hdilocalchapters.org.
Bytes and Banter - Latest Episodes Released!
Before we jump into this month’s featured conversations, the entire HDI Local Chapters community and Bytes and Banter team would like to send a huge congratulations to our host, Rocky McGuire, and his wife as they welcome their new baby! We’re excited for Rocky and his growing family as they begin this wonderful new chapter together.
While Rocky takes some well-deserved family time, Daniel Guinto will be stepping into the host chair, with a brand-new episode arriving later in June.
In the meantime, we invite you to revisit a couple of standout episodes from our Previously on Bytes and Banter series:
🔁 Previously on Bytes and Banter – Episode 16: Go Behind the Curtain of Bytes and Banter!
Ever wondered what it takes to bring a tech podcast to life? In this special behind-the-scenes episode, the Bytes and Banter production team pulls back the curtain on the vision, collaboration, challenges, and creativity that go into every episode. It’s a fun and candid look at the people and passion behind the podcast.
🔁 Previously on Bytes and Banter – Episode 18: The #1 Skill Set of the Future: It’s Not AI…It’s People Skills with Jo McRell
In this fan-favorite episode, author and employee experience strategist Jo McRell explores why communication, confidence, and people skills will matter more than ever in the future of work. Drawing from her experience helping organizations like Google, Meta, and Intuit empower employees, Jo shares practical advice on owning your value, advocating for yourself, and thriving alongside technological change.
🎧 Tune in on Apple Podcasts, Spotify, YouTube, or your favorite platform.
Explore past episodes and subscribe at https://www.hdilocalchapters.org/cpages/bytesandbanter
Follow #BytesAndBanter for conversations that connect people, purpose, and tech.
Par-Tee Time: HDI Ohio Social at Topgolf Columbus
Enjoy two hours of golf, food, drinks, and great conversations with fellow IT and tech professionals from across Ohio.
Whether you're a longtime member or new to the community, this is the perfect chance to unwind, connect, and swing into summer with HDI Ohio!
Date: June 10, 2026
Time: 5:00 PM - 7:00 PM ET
Location: 2000 Ikea Wy, Columbus, OH 43240
Cost: Members: Free! Non-Members: $30
Register Here!
HDI Minnesota Summer Event
Join HDI Minnesota for our 2026 Summer Event at Canterbury Park in Shakopee—an afternoon that blends learning, conversation, and fun.
We’ll kick things off with two engaging sessions: Roger Fuhrman will take us back to the fundamentals with insights on the enduring value of customer service, followed by an interactive roundtable discussion on the future of AI in Service & Support, led by Matt Beran.
The event begins in the Triple Crown Suite, where you can enjoy provided snacks and beverages while connecting with peers. After the sessions, you’ll have the option to continue the experience with a social and networking outing at the live horse races. A dedicated Racing Ambassador will be on hand to guide you through placing a bet—if you’d like to participate—before we head to one of the Loffler Finish Line Cabanas. There, you’ll enjoy shaded seating and a prime view right over the finish line, putting you in the center of the action. Food and beverages will be available for purchase in the cabana area.
Date: June 11, 2026
Time: 1:00 PM - 4:00 PM CT
Location: 1100 Canterbury Rd, Shakopee, MN 55379
Cost: Members: Free! Non-Members: Meeting only is free, meeting + racing is $35
Register Here!
HDI Steel City Networking Event
HDI Steel City cordially invites its members to a networking opportunity with amazing collaborative discussions!
The event aims to promote valuable professional relationships, whether just hanging out with IT pros or engaging in substantive dialogue.
Date: June 11, 2026
Time: 3:30 PM - 5:00 PM ET
Location: The Finch: 59 S 2nd St 6th floor, Pittsburgh, PA 15219
Cost: Free!
Register Here!
Atlanta Community Social!
HDI Atlanta is building momentum — and we’re starting with community.
We’re preparing an upcoming social event focused on reconnecting Atlanta’s IT support and service management professionals in a relaxed, fun environment.
New connections. Fresh energy. Stronger local community.
Want to become an HDI Atlanta member? We are offering a discounted membership just for this event. Purchase the $99 ticket for both entry into the event and an annual HDI membership ($149 value!)
#HDIAtlanta #ITSM #CustomerExperience #AtlantaTech
Date: June 16, 2026
Time: 6:00 PM - 8:00 PM ET
Location: 2866 Washington St, Avondale Estates, GA 30002
Cost: Members: Free! Non-Members: $10.00
ITSM Roundtable Discussion
Join our upcoming HDI New York City Metro Chapter community roundtable for an open, honest discussion on all things ITSM. We will be hosted by our sponsor, Robert Half at their beautiful Manhattan Office 101 Park Ave, 32nd floor, New York, NY 10178, USA
We’ll kick things off with a few curated questions and discussion topics, then let the conversation take shape naturally.
What’s working? What’s challenging? What keeps you up at night? What wins are you proud of? From service desk operations to experience management and everything in between, this is a space to share ideas, compare notes, and learn from peers facing many of the same challenges.
**Food & Drinks to be served
Come ready to participate, connect, and hear real stories from fellow IT leaders and practitioners. We want to hear from you!!
Date: June 17, 2026
Time: 5:30 PM - 7:30 PM ET
Location: 101 Park Ave, New York, NY 10178
Cost: Members: Free! Non-Members: $10
Register Here!
You Can't Quit and Stay: Responding with Intention in an Age of Constant Change
Join HDI Motown For Our First Session Of The Year!
We are excited to invite everyone to our first session of 2026! This session is open to everyone (free) and can be attended in-person or remotely.
Today marks the slowest pace of change you will ever experience. While many treat change as a temporary disruption, it is the permanent condition of the modern landscape. This 45-minute workshop confronts a growing paradox: individuals who "quit" psychologically while remaining in their roles. This state of disengaged compliance or performative busyness is a natural, yet unsustainable, response to overwhelm.
This session is for leaders who help drive change in their organization, as well as people who have struggled to adapt to the constant pace of change.
Moving past "toxic positivity," this session offers a ground level truth: you cannot control the pace of change, but you can control your relationship to it. Using neuroscience and practical strategy, participants will learn to move from automatic reaction to intentional response, meeting a shifting world with agency rather than avoidance.
Date: June 25, 2026
Time: 2:00 PM - 5:00 PM ET
Location: 7285 Parsons Dr, Dimondale, MI 48821
Cost: Free!
Take Me Out to the Ballgame!
Brew City HDI is thrilled to invite you to a fantastic baseball game and tailgate event that we are hosting on Friday, June 26th, 2026.
We have arranged for a group of 100 people to attend the game together, making it a great opportunity to bond with other fans and enjoy the game in a lively atmosphere. The tailgate party will start two hours before the game, and we'll have plenty of food and drinks to keep everyone satisfied. Tailgate with food, drinks, LIVE music, networking and games in general parking lot beginning at 5:00, game starts at 7:10.
Tickets are limited, and can be purchased below. Parking is on your own, and you will receive further instructions on the details of the tailgate event.
This is a family friendly event - kids are welcome to attend! Members and their guests qualify for the HDI Member rate.
Date: June 26, 2026
Time: 5:00 AM - 7:00 PM CT tailgate, 7:10 first pitch
Location: 1 Brewers Way, Milwaukee, WI 53214
Cost: Varies. See registration page for details.
Register Here!
Updates from HDI...Check out these great industry happenings!
HDI and ICMI Idea Exchange: Experience Management
Delivering great experiences doesn’t happen in silos. It requires alignment, insight, and a broader view of the customer journey. Join us for a discussion on how teams can best approach experience management today.
In this session, we’ll explore:
- What experience management looks like across different organizations
- How teams are thinking about the end-to-end customer journey
- Opportunities to collaborate across functions to improve outcomes
We’ll finish with 30 minutes of interactive breakout discussions, giving you space to connect, share ideas, and hear how others are approaching similar challenges.
Date: June 12, 2026
Time: 11:30-12:30 PM ET
Cost: Free!
Register Here!
SupportWorld - Are You in the Know?
Leading the technical support field with tips and insights from experts around the globe, exclusive research, and strategies for all segments of them industry, HDI's SupportWorld helps you become the expert in technical support and service management. Get in the know - new articles are released every week!
Subscribe Here!
Training Spotlight - Dive Into Savings!
We're making a HUGE splash with our biggest training sale of the season!
Each week in June, we're bringing you new courses on sale, organized by role.
From frontline support to directors, you'll get discounts on skills that matter most for YOUR position.
Get ready to dive into BIG savings! For one week only, secure 20% off HDI Training Courses (split by role – see calendar). Not valid for XLA or ITIL courses.
Click here for more information!
New Report Highlights 2026 Tech Priorities and Talent Challenges
Tech leaders are racing to deliver on AI, security and data priorities but most teams don’t have the talent to keep up. They are navigating a market hungry for specialized expertise but struggle to hire talent with AI and data science skills. The gap is real and growing. Whether you’re building teams or building your career, understanding where demand is headed is critical. Discover the latest insights on tech hiring challenges, in-demand skills and strategies to stay competitive in 2026. Read the full report from Robert Half 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!
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. Students can join for the low price of $29 per year. Click here to join!
GET SOCIAL WITH US!
Thank you to our 2026 National Sponsors
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