HDI SupportWorld: Leadership, Better Metrics, and Celebrating Service Excellence
This week’s HDI SupportWorld newsletter captures the energy and insight coming out of HDI Service & Support World 2026 in Las Vegas, highlighting leadership lessons, smarter performance measurement, and award-winning service culture.
In the lead article, Jessica Levco recaps an all-star panel discussion featuring leaders from CX Accelerator, PCNA, The Verghis Group, and Slalom. The central message: service excellence extends far beyond a single department. As organizations navigate rapid industry change, leaders must focus on collaboration, empathy, and customer-centered thinking. One standout takeaway from the panel was the power of a simple question: “How can I help?”
Next, Glen Hoffman challenges traditional service desk metrics, arguing that common measurements like ticket volume and tickets closed per agent often encourage the wrong behaviors. When speed becomes the primary goal, repeat incidents and escalations increase. Instead, Hoffman recommends focusing on more meaningful indicators such as Mean Time to Resolve, First Contact Resolution, Customer Satisfaction, and Backlog Aging.
The newsletter also spotlights Property Meld, winner of HDI’s 2026 Best Service & Support Organization award. Their creative “Office”-style application video helped showcase the culture and personality behind their high-performing support organization.
Finally, Erica Marois shares highlights from this year’s HDI Service & Support World conference, from innovation and networking to memorable celebrations in Las Vegas. The community is already looking ahead to the 2027 event, returning April 25–29.
Together, this issue reinforces that successful service organizations are built through intentional leadership, meaningful metrics, strong culture, and community connection.