2024 HDI Philly Leadership & Awards Conference

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

***VENDORS***

• We have a limited number of sponsorship opportunities still available
• If you sign up to be a chapter sponsor for next year, you can receive Discounts for this year's vendor booths. 
• For details on event and chapter sponsorship, please reach out to Paul at:  paul.zagarella@temple.edu

3 Speaker Bios and Topics Below:

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.

Nora Osman, Founder and CEO of Norvana LLC

Bio: Nora Osman is a distinguished customer experience expert and leader with over 25 years of experience helping organizations create high-impact, people-centered support. As the Founder and CEO of Norvana LLC, she guides companies in adopting experience-driven strategies that meet the demands of an AI-powered landscape. Nora has led HDI-award-winning teams, earning recognition for excellence in service management and customer support. Her work has earned her numerous accolades, including being named one of CIO Global’s “Market Disruptor Women Leaders to Watch” in 2024 and one of the “Top Five Influential Leaders in Business” by CIO Magazine.

A published author, Nora co-authored an ITIL book on Information Lifecycle, analyzing Agile, DevOps, and ITSM intersections, and she holds certifications from Wharton’s Global CXO program and as an ITIL Service Manager. Known for her engaging storytelling and ability to bridge human insights with technological advancements, Nora is passionate about moving beyond traditional metrics to focus on creating meaningful experiences for both support teams and customers.

Moments of Truth: Going from Zero to Hero in Your CX Journey at Your Company

Abstract:

What does it take to transform a company into a customer-centric powerhouse? In this dynamic presentation, Nora Osman will share her journey of guiding multiple organizations toward delivering “wow” experiences that resonate at every level. Through real-world examples and actionable insights, she’ll reveal how purposeful, customer-focused strategies can shift IT culture and elevate customer satisfaction to new heights.

This isn’t just about incremental improvements; it’s a journey of radical change where each “moment of truth” nudges the needle toward exceptional service and delighted customers. From reshaping team mindsets to implementing small, high-impact initiatives that ripple through the organization, Nora will walk you through the steps of creating a service culture that truly puts the customer first. If you're ready to turn your organization into a hero in the eyes of your customers, join this session for the “how” that drives meaningful, transformative results.