2024 HDI Philly Leadership & Awards Conference

Join us for our marquee event of the year - the 2024 Annual HDI Philly Leadership and Awards Conference.

Rae Ann Bruno, President, Business Solutions Training

Bio: Rae Ann Bruno is an experienced IT consultant, trainer, and recognized experience expert dedicated to enhancing the employee experience of organizations and IT. She specializes in guiding support teams and IT organizations to improve efficiency, customer and employee satisfaction, and processes through experience-focused strategies and service innovations. A multiple-time recipient of HDI's Top 25 Thought Leaders honor, Rae Ann was inducted into the HDI Hall of Fame in 2017 and named one of Cherwell's IT Legends. In 2024, she received the HDI Lifetime Achievement Award and currently serves on the HDI Conference Advisory Board. Rae Ann is also an APMG-certified Experience Trainer and one of the hosts of XLA.TV.

Topic: “Adopting an Experience-Driven Approach to Your AI Strategy”

Abstract: Organizations often adopt AI to speed up customer service and reduce repetitive contacts, but focusing solely on these goals leads to a limited AI strategy. Traditional support metrics, such as strict time limits for issue resolution, are inadequate for managing the complex issues AI will expose. An experience-driven approach creates a holistic strategy that benefits both customers and support teams by shifting success metrics toward delivering a better overall experience. This approach helps meet rising expectations and equips teams to work more effectively on challenging problems, ensuring AI delivers meaningful, long-term value.

Matt Beran, Sr. Product Marketing Specialist at Invgate and Host of Ticket Volume podcast

Bio: Matt Beran has over 20 years of experience in Service Management and Customer Service. Known for challenging industry norms, giving practical advice, and providing unique approaches to Service Management, he’s the Product Marketing Specialist at InvGate and host of the podcast “Ticket Volume - An IT Podcast”.

Topic: “How I Learned to Survive and Celebrate Mistakes”

Abstract: Ever notice how some of our biggest breakthroughs come on the heels of mistakes? In the high-stakes world of IT service and support, slip-ups aren’t setbacks—they’re steppingstones to innovation and resilience.  This presentation highlights the surprising power of failure as a force for growth, showing how embracing our ‘oh-no’ moments can transform teams, projects, and even career paths. Let’s explore how every misstep holds the potential to make us better at what we do, and how celebrating these moments can fuel success in ways we never imagined.

*Discounts are available for this year's vendor booths if you sign up to be a Chapter Sponsor next year. 

**For details on event and chapter sponsorship, please reach out to Paul at:  paul.zagarella@temple.edu