by
Erica Marois
Date Published July 13, 2026 - Last Updated July 13, 2026
One of the things I love most about the HDI community is how much people genuinely want to help one another. It's also why I enjoy being part of the monthly HDI & ICMI Idea Exchange series so much!
In case you missed it, each month, we bring both communities together for an hour, kick things off with an industry expert presentation and then before break into small group discussions. Those breakouts are the perfect place to ask questions, compare notes, and learn how your peers are tackling the same challenges you’re facing. If you haven't made it to one yet, you've got nothing to lose by signing up. Whether you’re leading a service desk, driving AI adoption, or navigating organizational change, I guarantee you’ll leave with at least one new idea and a few new professional connections.
Here’s what’s coming up this summer and fall:
August: Continuous Learning in Action: Building Stronger Service Teams | Friday, August 21 at 11:30 am ET
The best service organizations never stop learning, which is why we're excited to welcome Allen Liedkie and Kate Brouse to this session. Join us to explore how continuous learning helps teams adapt to change, strengthen collaboration, and build the skills needed to meet evolving customer and user expectations. Expect a nice blend of practical takeaways and peer-to-peer interactions! Sign up here to join us on August 21
September: AI Show & Tell: Real-World AI Hacks That Work |Friday, September 18 at 11:30 am ET
Everyone is talking about AI. This session is about what actually works. Join us to explore practical prompts, workflows, automations, and AI use cases that are helping service and support teams save time, improve efficiency, and deliver better experiences. Then jump into breakout discussions to swap your own favorite tips and learn from fellow practitioners. Save your spot for our September session.
October: Leading Through Change
Whether you’re rolling out AI, implementing a new platform, or helping your team navigate organizational change, successful transformation depends on leadership. We’ll explore proven strategies for building trust, gaining buy-in, and helping teams adapt with confidence before continuing the conversation with peers who are facing similar challenges. Sign up to join us in October.
November: Goal Setting for 2027
Before the calendar turns, take time to think strategically about the year ahead. We’ll discuss how successful leaders prioritize initiatives, align service goals with business objectives, and build roadmaps that create lasting impact. Bring your ideas, your questions, and your plans for 2027. Sign up here and get ready to start your new year off strong!
December: What’s Next for the Modern Workforce?
As AI, automation, and changing employee expectations reshape the way we work, leaders have an opportunity to rethink how they build resilient, engaged teams. We’ll explore emerging trends and exchange ideas for creating workplaces where both employees and customers can thrive. Save your spot for our final session of the year!
See You There?
The best part of every Idea Exchange is the opportunity to connect with other leaders who understand your challenges and are willing to share what’s working.
I hope you’ll join us for one session (or all four). I can’t wait to see the conversations these topics spark.
Tag(s): supportworld
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