Last week's HDI Support World roundup challenges IT leaders to rethink the balance between efficiency and empathy in today’s support strategies. From Doug Tedder’s call to rehumanize “shift left” initiatives to a deeper look at Digital Employee Experience (DEX), the message is clear: great IT support starts with people.
1. Rehumanizing the “Shift Left” Strategy
Doug Tedder urges IT teams to move beyond cost-cutting self-service tactics that frustrate users. Instead, he promotes Human-Centered Design (HCD), encouraging organizations to listen to their users, empathize with their needs, and co-create support solutions that actually work.
2. What Your Service Desk Needs to Know About DEX
Randy Steinberg introduces Digital Employee Experience (DEX) as a smarter support model that puts AI and automation to work—not to replace people, but to enhance the service journey. Fewer tickets, more proactive insights, and more time for IT to tackle complex challenges? That’s the DEX promise.
3. SupportWorld Live 2025: A Community Worth Joining
Erica Marois invites IT professionals to SupportWorld Live, taking place May 18–22 in Las Vegas. With a focus on fresh insights, career growth, and connection, this year’s event offers something for everyone. First-timer? Erica’s LinkedIn tips and welcoming sessions are designed just for you. Plus, use code COMMUNITY to save $400 on registration.
The Bottom Line:
Modern IT support is evolving. It’s not just about faster response times or reduced ticket volumes—it’s about creating meaningful, human experiences. Whether you’re reimagining self-service, adopting DEX, or joining the conversation at SupportWorld Live, the future of IT starts with empathy.