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June Newsletter | HDI Local Chapters...Tons of networking (and educational) events this month!

June Newsletter | HDI Local Chapters...Tons of networking (and educational) events this month!



President's Message... with Liz Bunger

Did you attend the conference? Not SupportWorld Live (I hope you attended that too), but miniCON2024 that our Minnesota local chapter hosted in mid-May. They had so many registrants they had to increase their capacity. Our friend Kirk Weisler was at both SWL and miniCon. They had different tracks for you to choose from based on what you were looking to learn that day. It truly was a mini version of what you see at SupportWorld Live and Service Management World. These are the kinds of events HDI Local Chapters host. They aren't all half or full day conferences. Many are an hour or two where you can learn about a hot topic and network with people in the industry. What a great way to continue to engage with this community. I hope you will join us at your next local chapter event!

Bytes and Banter - New Episodes Released!

In our recent episodes of Bytes & Banter, we dove into the inspiring journeys of two remarkable leaders, Kirk Weisler and Patrycja Sobera. Episode 3 features Kirk Weisler discussing his personal battle with imposter syndrome and the transformative power of embracing discomfort, highlighting the importance of stepping out of comfort zones for impactful leadership. Episode 4 showcases Patrycja Sobera, an award-winning tech leader, who shares her journey from growing up in communist Poland to becoming a Global Vice President, emphasizing the necessity of being comfortable with discomfort to foster growth and innovation. Both episodes offer valuable insights for leaders aiming to thrive in a rapidly evolving tech landscape. Tune in on Apple Podcasts, Spotify, and YouTube to hear their compelling stories.

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.

Join for a Seattle HDI Leaders Panel on Modern Service Mgmt, a Fireside chat with industry experts, and then golf with some amazing college players.

Date: June 2, 2024 

Time: 3:00-10:00 PM PT.             

Location: Top Golf  780 Logan Ave N, Renton, WA 98057

Cost: Free!

Register Here!

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 Your input shapes our agenda!

Date: May 3, June 7, July 12, August 2, 2024 

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

Location: Virtual!  Registration details sent upon registration.

Cost: Free!

Register Here!

Mastering the Art of Networking: Building Connections for Success

In today's competitive landscape, the ability to network effectively is a crucial skill for professional success. Join HDI WCNY for a dynamic session where we delve into the art of networking and explore strategies for building meaningful connections that drive career advancement and business growth. From cultivating rapport to leveraging digital platforms, attendees will gain practical insights into establishing and nurturing valuable professional relationships. We will walk you through interactive discussions and actionable tips, helping participants learn how to navigate networking with confidence. Whether you're a seasoned networker or just starting out, this session offers invaluable guidance for mastering the art of networking and unlocking doors to new possibilities in your personal and professional life.

Date: June 13, 2024

Time: 2:00-5:00 PM ET.             

Location: Fairport Brewing.  1044 University Ave., Rochester, NY 14607

Cost: Members: Free, Non-Members: $15.00

Register Here!




This session aims to equip you with the insights and ideas necessary to elevate your service delivery to new heights and establish your organization as a beacon of exceptional customer care.

Our session will delve into innovative concepts and strategies tailored to meet the dynamic needs of modern customers. Whether you're a seasoned professional or new to the world of customer service, this meeting promises valuable takeaways for all.

Matt Beran – has over 20 years of experience in Service Management. He has served in multiple roles, including positions on the service desk, as a consultant, and experience designer. His clients included enterprises of many sizes and industries.

Known for challenging industry norms and practical approaches to Service Management, Matt is now a Sr. Product Marketing Specialist

at InvGate, a software company building better IT experiences. 

He is also the host of Ticket Volume, a podcast powered by InvGate, where he discusses topics such as IT, ITSM, Asset Management, cybersecurity, governance, and career development, along with different guests. In addition, he is a highly-regarded speaker at conferences. His favorite topics introduce new ways of thinking about service experiences and improving team collaboration.

Date: June 11, 2024

Time: 12:00-1:00 PM CT.             

Location: Virtual!

Cost: Free!

Register Here!

Join us at TopGolf Columbus for an exciting networking event, sponsored by TEK Systems.  Connect with fellow IT professionals in a relaxed atmosphere while enjoying a game of golf, delicious food and refreshing drinks.  It's the perfect opportunity to unwind, make new connections and have a great time!

Date: June 12, 2024

Time: 4:45-7:00 PM ET.             

Location: TopGolf Columbus - 2000 Ikea Way, Columbus, OH 43240

Cost: Members: Free, Non-Members: $30

Register Here!


Annual Team Luncheon & Networking Cruise on the Potomac!

It is time for our Annual Team Building Event aboard the Spirit of Washington! Looking for a unique and memorable way to boost team morale, foster camaraderie, and celebrate your team's achievements? Join us for our Team Building Lunch Cruise! This innovative team-building activity combines the thrill of sailing on the open water with the joy of having a delicious meal and creating an unforgettable experience for your team.


Join us and bring your team to enjoy scenic views, a delicious buffet lunch, dancing with an interactive DJ, and networking opportunities with area IT professionals in a relaxed atmosphere that provides the perfect setting to mingle, network, and build stronger relationships outside of the office.


Don't miss this unique way to interact with area professionals on a private deck and view our beautiful city from the river! Seating is limited so REGISTER TODAY! Use the button below to purchase tickets for this event.  



11:00 AM Register/Pick up ticket outside of the Spirit of Washington Office
(Look for the Capital Area Officers wearing leis.)
11:15 Boarding Begins
12:00 Ship leaves the dock
12:00 to 2:00 Luncheon Cruise along the Potomac
2:00 Prize Drawing & Ship returns to dock

We would like to thank our sponsors for helping us produce this event! Our 2023 sponsors include the following: MILCorpSplashtopInvgate, and ASPG. If you are interested in becoming an HDI Capital Area sponsor, please contact

Date: June 14, 2024

Time: 11:00-2:00 PM ET

Location: Spirit of Washington, Pier 4

Cost: Members: $65, Non-Members: $75.00

Register Here!


Hybrid Culture - Build, Retain and Sustain


Join HDI San Francisco Bay area for a In-person/virtual event called  “Culture:  How to Build, Retain and Sustain” featuring our keynote speaker, Tony North.

This event will address the challenges of building, retaining, and sustaining a positive organizational culture. Organizations must prioritize aligning values with actions, fostering employee empowerment, and consistently reinforcing cultural norms through communication and adaptation.

This keynote promises to be a game-changer. Mark your calendars and join us as we unlock the secrets to building a thriving, supportive workplace culture.

There will be plenty of time to explore these ideas as a group after the keynote..

Looking forward to seeing you there!

Join us virtually or in person.


11:30 — Networking & Introductions (Lunch for in person attendees)
12:00 — Keynote Followed by Discussion
12:50 — Closing & Door Prizes

Date: June 26, 2024

Time: 11:30-1:00 PM PT

Location: Splashtop: 10050 N Wolfe Rd sw2, Cupertino, CA 95014

Cost: Members and anyone attending virtually: free, Non-Members in person: $10.00

Register Here!

Take Me Out to the Ballgame - Brew City HDI's Annual Brewers Game and Tailgate!


Brew City HDI is thrilled to invite you to a fantastic baseball game and tailgate event that we are hosting on Friday, June 28th, 2023.


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.

Tickets are limited, and can be purchased below.  We are excited to bring you this annual event back in 2024.  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 28, 2024

Time: 5:00-10:30 PM CT

Location: 1 Brewers Way, Milwaukee, WI 53214

Cost: Varies - click registration link for details.

Register Here!

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

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!

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.

Click here to access the archives.

Expand your Career Options with HDI Training!

Your one-stop-shop for IT Support Training

HDI's IT support certification training provides our customers with a consultative, application-based, interactive learning experience. Our goal is for our customers to be able to take what they learn and immediately apply it in their work environment. From the boardroom to the classroom, from executives to analysts – our industry-leading instructors and cutting-edge course content will improve your service management and IT support skills.

Browse through our robust course offerings, select one of our three training delivery methods, and get started today.  Want to talk first with an HDI expert?  Click here!

Sample Course: Artificial Intelligence in the Support Organization

Transform your organization’s service experience at all levels by improving your team’s knowledge surrounding artificial intelligence (AI) and automation!

In recent years, leading companies have created or accelerated their strategies to gain efficiency and effectiveness in their support organization using AI and automation. In this course, you will learn about the core concepts of AI and automation, how to align it with your support model and service level commitments, how to build a case for funding, how to design the right architecture, and how to deliver measurable results that transform your organization.

You will leave this workshop with a refreshed sense of what the support organization of tomorrow will look like, including best practices, real examples, and a structured plan for moving your strategies forward. Whether you have a mature roadmap or you’re just getting started, this course is for you.


Is your IT support operation due for a check-up?

It’ll be thorough, but nothing too invasive, we promise.

HDI's IT Support Operations Health Check is designed to provide your organization with a quick analysis of your organization's operational effectiveness. Key foundational areas are reviewed and compared to best practices, and recommendations are made based on your organizational goals. An HDI HealthCheck can be conducted live onsite, or through an easy and convenient virtual format!

HDI consultants perform the analysis of your organization’s site, evaluating your customer support center’s service strategy, goal alignment, service and support practices, support services culture, frameworks/methodologies, and service and support.

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!


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.

and now...a word from our sponsor... Splashtop!

Splashtop: The Best Remote Access for Service Desks

Splashtop is a leading provider of remote access and support solutions, offering a seamless blend of speed, simplicity, and security tailored for service desk environments. The hybrid work solution not only integrate effortlessly with your existing IT infrastructure and ticketing systems but enhances technician workflows through a centralized management console. It allows on-demand access to unattended computers and facilitates collaboration among technicians to swiftly resolve user issues. With robust security measures including strong authentication and comprehensive logging — backed by ISO certification — Splashtop can support your compliance needs. Choose Splashtop for a reliable, scalable, and user-friendly remote access and support experience.



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





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