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However powerful – and AI is clearly immensely powerful – all business tools are judged on their impact on tech support staff and leadership achieving specific business goals.

For tech support teams, the top goal is (or should be) quickly and effectively solving any issue the employee is dealing with. Support techs need access to accurate and up to date information, continuous coaching, and relief from many of the mundane but necessary tasks that eat up too much of their time.

Join HDI principal analyst Tim McElgunn, Freshworks SME Eddie Frey, and employee experience industry thought leaders Dan Turchin and Doug Rabold for an in depth exploration of how AI-powered tools can boost support teams’ productivity and efficiency and help them deliver outstanding service.

You’ll learn about best practices for selecting and assessing AI-powered tools. We’ll discuss how tech support leadership can help techs prepare for their new coworkers. And we’ll go deep on where to start, what’s working for early adopters, and what to expect as these AI-powered tools evolve and mature.


Eddie Frey
Senior Director of Solution Engineering
Freshworks, Inc.

Eddie has spent his career building organizations that delight customers by translating enterprise solutions into business value. Passionate about innovation and optimization (and a self-confessed data junkie), Eddie’s 20+ years of listening to customers across industries and geographies have left him reliably informed that there is always more to be learned!

Dan Turchin
CEO and Founder

Dan Turchin is the CEO and Founder of PeopleReign, the leading AI platform for IT and HR employee service automation. He is a member of the Forbes Technology Council and has hosted over 200 episodes of the popular “AI and the Future of Work” podcast.

Prior to PeopleReign, Dan was the CEO of AIOps leader InsightFinder. Previously, he co-founded Astound, an AI-first enterprise platform for HR and IT, and was Vice President of Product at DevOps leader BigPanda, Chief Product Officer at security analytics company AccelOps (now Fortinet), and a Senior Director of Product Strategy at ServiceNow.

He also served as a founding board member at Rhomobile prior to its acquisition by Motorola and currently serves on the board of Auger, the open source automated machine learning framework.

In 2000, Dan co-founded Aeroprise and served as CEO until it was acquired in 2010 by BMC Software. He is an active angel investor and startup advisor with a portfolio of over 30 companies.

Dan’s passionate about building great teams that build great products that solve hard problems that change lives. He’s a big fan of Asimov, Dr. Seuss, youth soccer, adventure sports, and Tynker.

Dan has BS and BA degrees from Stanford University. Follow him on Twitter.

Doug Rabold
CEO, Founder and Principal Consultant
Bold Ray Consulting

As an IT Operations Leader Doug has had direct oversight of over a dozen different ITIL processes. He is currently serving as President of the HDI National Board of Directors and is member of the ITAM Forum Strategic Advisory Board. He previously served two terms on a Customer Advisory Board helping guide development of an industry leading ITSM tool from a customer perspective.

Tim McElgunn
Principal Analyst

Tim McElgunn is Principal Analyst for HDI and ICMI, producing and managing content and events for our community of contact center and technical support professionals. A skilled analyst, strategic advisor, writer and editor, Tim has extensive experience researching, synthesizing, and explaining strategic, regulatory, technology, and service trends. Before joining the Informa team, Tim held senior editorial and analysis roles at Bloomberg Law, Stratecast Partners/Frost & Sullivan, and Gartner.

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