The latest edition of HDI SupportWorld delivers practical tools and insights to help tech support teams stay sharp, aligned, and future-ready.
🔹 Why Your Team Needs an RACI Matrix
In this featured article, Doug Tedder breaks down the power of the RACI Matrix in clarifying roles and avoiding confusion. By defining who is Responsible, Accountable, Consulted, and Informed for each task, teams can reduce overlap, increase accountability, and work more efficiently. The key takeaway? Every task should have only one Accountable person to ensure clear ownership.
🔹 The State of Tech Support in 2025
Daniel Thomas highlights findings from HDI’s “2025 State of Technical Support” report. The industry is being reshaped by generative AI, workforce instability, and shifting cultural expectations. Challenges include training complexity, tech overload, and a stronger focus on employee well-being. The report serves as a roadmap for navigating support trends in the year ahead.
🔹 SupportWorld Live Recap Video
Relive the energy of SupportWorld Live with Erica Marois’s recap video. Attendees reflect on standout sessions, meaningful connections, and key takeaways. Whether you were there or missed it, this video captures the spirit of the event and invites you to share your own highlights.
📍 HDI Local Chapters
Stay connected with your local HDI community for upcoming events, peer networking, and ongoing professional development.
This issue is packed with strategic insights and community moments to help support leaders and practitioners level up in 2025.