News Flash! You can save $800 off of the Service Management World registration by being an HDI Local Chapters Member (cost for joining is $149)! See HDI section below for more information.
President's Message...
with Laurie Lukken
November signals an exciting time for those of us in the service and support industry, offering the chance to come together at Service Management World in Orlando. I always look forward to HDI conferences, not just for the outstanding sessions, but for the opportunity to reconnect with passionate professionals from across the country who share a hunger for learning and genuine social interaction.
Every conference visit is an invaluable experience. I consistently walk away with fresh ideas—whether it’s a groundbreaking concept, a practical leadership tip, or simply reassurance that the challenges I face are not mine alone. It’s surprising how comforting it can be to realize that my struggles are shared by others; it’s a reminder that working in a service and support environment isn’t easy. The unique set of challenges we encounter is, in many ways, “the nature of the beast.”
Despite the difficulties, there’s a deep sense of accomplishment each time my team and I help someone get back to their day. That feeling fuels our passion for service and support, motivating us to continually improve ourselves and our teams. If you’re reading this newsletter, I believe you share this same passion and are searching for insights and strategies to enhance your work and leadership.
The upcoming events outlined in this newsletter are designed to provide just that—new tools, fresh perspectives, and a sense of community. I encourage you to make time for one of these outstanding opportunities. Join us, learn something new, and connect with others who understand your journey. Together, we can elevate the service and support profession and inspire each other to be our best.
Bytes and Banter - Latest Episode Released!
The more you know is an old saying that has never been truer, especially for IT Support. As we navigate the changing landscape of the shift of the workforce back to the office and new AI capabilities popping up (or at least advertised as such), there is no doubt that the world of answering a call or chat and supporting customers has only gotten more complex. On this episode of Bytes and Banter, we sit down with Luke Jamieson, CX Evangelist at Operata and Co-Host of twenty20ish to dive into how we approach this complexity to drive better experiences for our customers. Luke’s journey into CX is anything but typical. Working as a baker, pastry chef, and graphic designer doesn’t scream ‘Tech Leader!’ — yet these roles honed his creativity and problem-solving in unexpected ways and launched what would be 25 years of influence and impact in the space of CX. Luke started his CX journey in the contact center, picking up phones and supporting customers through challenges. A few decades later, he would become known for his passion for CX and bringing CX leaders together to drive better outcomes for their customers. That hands-on experience would shape his belief that every great customer experience starts with understanding people — not platforms.
In today’s world, you cannot separate customer experience and technology. Technology has evolved to remove friction for customers and those supporting customers in new ways. For Luke, technology isn’t replacing human connection — it’s revealing where that connection breaks down and how to strengthen it. Luke highlights the value of observability — uncovering data and removing silos to reveal the full picture. Luke dives into the upstream impact of how the little things can make a big impact. Think of observability as a way to turn invisible friction points into visible insights — from poor audio quality to network delays that quietly erode trust.
The value of knowing how things are impacting the customer, and those supporting the customer, allows you to navigate to the needles in the haystack that truly enables better business outcomes. In a world where CX grows more complex by the day, Luke reminds us that simplicity starts with visibility — and that every great experience begins with understanding.
🎧 Watch the full conversation: https://youtu.be/nnJjx6jJOZI Or listen to Bytes and Banter on Apple Podcasts, Spotify, or your favorite platform.
Subscribe and stay updated with our latest episodes, where we dive into the realities of today’s job market, explore evolving tech careers, and hear from industry leaders.
Asset Management talk and tour
Join HDI Heartland at Synetic Technologies to learn how to “Be the Hero” in IT Asset Management.
Discover how to make your asset recovery process smarter, faster, and more valuable for your organization:
- Take the busy work out of local and remote IT asset recovery.
- Free up more time to support your users.
- Capture more financial equity from decommissioned computers, tablets, phones, servers, and network gear — reinvesting those funds into other initiatives.
- Partner locally with a responsive, agile team as your needs evolve.
After the tour, join us for networking and refreshments at:
Cinder Block Brewery
110 E 18th Ave, North Kansas City, MO 64116
This event is hosted by Synetic Technologies in partnership with HDI Heartland.
We look forward to seeing you there!
Date: November 6, 2025
Time: 3:00 PM - 5:30 PM CT
Location: 120 Clay St, North Kansas City, MO 64116
Cost: Free!
Register Here!
Gen AI Monthly Meetups Fall Edition October - December
After a short summer break, we’re excited to be back!
This fall, we’ll meet on the first Friday of each month, November through December, from 10:00–11:00 a.m. EST.
These sessions are a chance to:
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Build connections and friendships
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Explore Generative AI topics in an open roundtable format
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Ask questions, share knowledge, and imagine new possibilities together
We’ll laugh, learn, and reflect on the awe of this moment in time—the future isn’t on the horizon, it’s here, and it’s wild!
Date: First Friday of the month (November–December)
Time: 10:00 – 11:00 AM. EST
Location: Virtual: https://meet.google.com/nva-szrt-gbw
Cost: Free!
Register Here!
Virtual Community: Optimizing Digital Employee Experience through Monitoring and Automation
In today’s hybrid work environment, employee satisfaction hinges on seamless digital interactions. This session explores how using a Digital Employee Experience (DEX) platforms for automation and real-time monitoring can transform the digital employee experience and elevate your IT operations.
Discover how your team can proactively detect issues, implement intelligent automated workflows, utilize system monitoring for resolution, and take action on data-driven insights to reduce downtime, boost productivity, improve service reliability and foster a more resilient IT ecosystem. We’ll showcase practical use cases, measurable outcomes, and strategies for aligning IT operations with employee needs—turning reactive service desks into strategic enablers of productivity and satisfaction.
Topic Takeaways:
- Key benefits of using DEX platforms for improving your organization's Digital Employee Experience
- Capabilities to consider in your DEX platform
- Basic roadmap and a DEX Evaluation Checklist & Scorecard
About our Speaker:
Tom Huegel, Vice President, Senior Technical Product Manager, U.S, Bank
As a Senior Technical Product Manager within U.S. Bank's Employee Technology Experience group, Tom leads the development and implementation of their enterprise Digital Employee Experience platform. With a strong focus on operational excellence and continuous improvement, he and his team are dedicated to enhancing technology's stability and reliability - ultimately elevating the day-to-day technology experience for employees across the organization.
Date: November 11, 2025
Time: 12:00 PM - 1:00 PM CT
Location: Virtual! Details sent on registration.
Cost: Free!
Register Here!
Energizing Remote Teams for Success
Presented by: Douglas Pamplin, Vice President of PNC Bank Technology Service Desk Operation
In an era where the nature of work is continually evolving, maintaining motivation, cohesion, and productivity among remote teams is critical.
This session will provide practical strategies to build trust, strengthen engagement, and cultivate a successful virtual workplace culture.
Motivating individuals who work remotely presents distinct challenges; however, there are established approaches for enhancing engagement, productivity, and job satisfaction. This discussion will present several practical recommendations grounded in expert guidance and professional experience. Social interaction need not diminish in a remote environment. We will walk through effective methods for fostering connection, including virtual coffee meetings and online team-building activities, thereby supporting a collaborative and meaningful work atmosphere.
About Our Outstanding Presenter, Douglas Pamplin:
Douglas is the Vice President of PNC Bank Technology Service Desk Operations and brings over 30 years of experience in the financial sector. His career has encompassed a range of roles, including customer service, back-office processing, and the management of technology support teams. Douglas has demonstrated a consistent ability to champion both people-focused and technology-driven initiatives, resulting in improved customer satisfaction and increased productivity.
In his current position, Douglas collaborates closely with key business partners to develop, implement, and launch strategic projects that align with the organization’s objectives. His commitment to teamwork ensures that both operational improvements and technological advancements are seamlessly integrated, creating enhanced service delivery across the board.
Douglas holds a Bachelor of Science in Business Administration from Saint Peter’s College and a Master of Business Administration with a focus on international management. His combination of academic credentials and professional experience provides him with the tools needed to successfully lead teams and achieve results in dynamic, rapidly changing environments. Additionally, Douglas is a co-author of the book Conversational Insights | From Great Minds, contributing Chapter 11, “The Dying Art of Customer Service.”
Date: November 14, 2025
Time: 11:30 AM - 2:30 PM ET
Location: Virtual! Details sent on registration.
Cost: Members: Free! Non-Members: $10
Register Here!
Updates from HDI...Check out these great industry happenings!
Are you coming to Orlando?!
November 16-20, Disney's Coronado Springs Resort - Orlando, FL
With three decades of experience as a resource for service management and technical support professionals, HDI doesn’t just stay ahead of industry trends—we help set them. Let our program, our experts, and your fellow attendees help you embrace today’s ever changing landscape. Attend the definitive event for Service Management professionals and propel your business and career forward. Reserve your spot today!
- Learn how SM professionals deliver value today
- Rethink your everyday including tools, metrics, methodologies and processes
- Gain control of your talent management and professional development approach
- Understand how AI and automation can empower your hybrid workforce
- Assess whether your legacy tools and methodologies need to be replaced
- Embrace your role in ESM transformation
HDI Local Chapter Members save $800 off of the registration fee!
Not a member? Follow steps in the link below to join HDI Local Chapters and then get your discount code to use when registering for the conference.
Register Here!
SupportWorld - Top 3 Articles
Top 3 articles for September, 2025...have you read them yet?
1. How AI Powered Next Issue Avoidance Transforms Your Service Desk, by Susan Smith
2. 10 Ways to Thrive in a Remote or Hybrid Work Environment, by Rachel Mulry
3. DevOps and Service Management Need Each Other. Here's Why, by Matt Beran
Leading the technical support field with tips and insights from experts around the globe, exclusive research, and strategies for all segments of them industry, HDI's SupportWorld helps you become the expert in technical support and service management. Get in the know - new articles are released every week!
Subscribe Here!
Want to contribute to the cause next year? HDI is now accepting applications for HDI’s 2026 Featured Contributors! As a Featured Contributor, you’ll write six exclusive articles, gain recognition as a thought leader across HDI’s digital channels, and receive a complimentary pass to an HDI conference. Plus, you’ll build your personal brand, connect with other thought leaders in exclusive virtual meetups, and contribute to a smarter, stronger HDI community. Apply by November 7. Selected participants will be notified the week of December 1. See why Rocky McGuire thinks you should join the program!
HDI Webinar...Chick-Fil-A's Recipe for Support Desk Success
How Chick-fil-A’s Support Desk Increased Value and Reduced Waste with Lean Chick-fil-A’s 3,200+ U.S. restaurants rely on a wide range of hardware, applications and operations to run smoothly. Ensuring those systems run at peak performance is the job of Joel Koh and his support desk team of 200+ at Chick-fil-A. It’s their job to support whatever may come up across this wide restaurant network. Join Joel for an engaging overview of how Chick-fil-A’s service desk leaned into Lean principles to streamline daily operations, enhance customer satisfaction and empower teams to drive continuous improvement. We’ll dive into actionable strategies to deliver greater value, focusing on eight ways to reduce waste in your service operations.
You’ll learn about:
- Foundational Lean principles and how to use them in practical ways
- Tools and strategies to continually improve your team's performance
- How to develop skills to make your help desk more efficient and engaged
Click here to watch the recording!
Training Spotlight - 2026 HDI Training Calendar is Here!
It's the moment you've all been waiting for 🥁...The Q1 2026 training calendar is here! Rush over to the HDI site and snag your spot in one of our highly sought-after courses.
We can't guarantee a seat if you wait!
High-Paying IT Jobs You Should Be Aiming For
Want to earn more in tech? The job market may be competitive, but demand is skyrocketing for IT pros skilled in AI, cybersecurity, cloud, and data engineering. Companies are paying top dollar for specialists who can lead digital transformation and outsmart cyber threats. From AI architects to DevOps engineers, these roles offer high pay, job security, and growth potential.
Ready to level up your career? Read this article about higher-paying IT jobs and see where your skills can take you.
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!
WHY WE'RE HERE...WHAT WE DO
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.
JOIN HDI!
Connect - Learn - Succeed for one low annual membership fee $149 per year. Students can join for the low price of $29 per year. Click here to join!
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