Overview

This all new, in-depth program - guided by top dignitaries, international experts and industry leaders - will challenge your established thinking, generate new ideas for service excellence, and engage you in stimulating dialogue with industry peers. Choose from sessions in three tracks, highlighting the most practical approaches and global best practices that will turn the tide for customer service excellence.

IT Service Management
IT help desk and service management best practices

Call Center Management
call center best practices, sourcing strategies, technology solutions people and processes

Customer Centricity
delivering customer service excellence as a business strategy

Service Strategies and Leadership
strategic leadership in turbulent times means making tough decisions

Know No Boundaries – turn your service possibilities into business reality:
Build upon your existing Call Center and Technical Support strategy, structure and operations – We promise to enlighten you with exposure to industry trends, insights into what mature service organizations are doing right and dozens of attainable ideas, references and practices that you can take back and implement immediately.

Unleash your full potential with new ideas, innovations and solutions:
Visit our Solutions Expo and meet our sponsors and see firsthand how their latest solutions can improve your processes, services, efficiencies and effectiveness. Learn how their customers have realized performance improvement as a result of integrating their best practices into the workflow of these solutions.

Expand your career opportunities:
Get certified in ITIL Foundations and ITIL Practitioners, HDI's internationally sanctioned Support Center Manager and Analyst program and a Financial Management workshop all geared to develop the business skills, soft skills, and insight you need as you successfully progress through your service and support career.

Plus, the HDI-MEA Networking eConnect:
This unique network is a virtual community where you will find people who share the same issues, come from similar support environments – large, small, global-work in the same industry, share geographical region, and more. Initiate conversations with colleagues that will continue throughout the year on your unique HDI Connects E-Network.

Introduce yourself to people you have never met who may be here from your city or country. Use the network to converse with fellow attendees, ask questions of your colleagues or retrieve and send emails back to the office.