HDI Elevates Support World at a time when organizations face rapid digital acceleration, mounting employee burnout, and rising customer expectations. According to Gartner, 75% of service desks struggle with scaling support amid talent shortages and AI disruption. Meanwhile, McKinsey reveals that teams grounded in community learning and leadership development outperform their peers by 23%. HDI’s own Case Studies found incredible results.
“Support is no longer just about resolution. It’s about value, leadership, and transformation—and that’s where HDI shines.”
— Doug Tedder, HDI Faculty & Consultant
Fortunately, HDI—backed by 30+ years of global leadership, award-winning certifications, and active local chapters—is reshaping the future of support. In fact, support teams aligned with HDI frameworks see a 37% increase in first-contact resolution and a 30% boost in customer satisfaction (HDI, 2024). Whether you’re in a Fortune 500 enterprise or a fast-moving startup, HDI equips professionals with the proven tools, expert networks, and practical insights they need to lead with agility, empathy, and measurable excellence in today’s AI-accelerated world.
🌐 Overview: How HDI Elevates Support World
“HDI is where passionate service professionals become powerful change agents.”
— Julie Mohr, Author, Speaker & HDI Standards Committee Chair
Because the stakes have never been higher, HDI delivers what modern support teams truly need: credibility, community, and continuous improvement. As AI disrupts traditional service models and hybrid work becomes the norm, the data is clear:
- 🔹 70% of digital transformations fail—primarily due to misaligned support strategies (McKinsey, 2024).
- 🔹 Support centers using HDI standards report 30% faster resolution times and a 40% improvement in agent retention (SupportWorld, 2023).
- 🔹 Certified HDI professionals are 2.5x more likely to be promoted within 12 months (HDI Research Brief, 2024).
- 🔹 Companies with active HDI chapter participation see a 22% increase in team performance scores and stronger cross-functional collaboration.
Thus, while others react to change, HDI members are already leading it—with precision, confidence, and results that scale.
🔗 Connecting Purpose to Practice
“Leadership starts with showing up. HDI gives you the stage, the strategy, and the support.”
— Matt Beran, HDI Credentialing Expert
HDI equips service professionals at all levels with the resources, relationships, and recognition required to grow with confidence:
- Certifications & Standards: From HDI Support Center Analyst to KCS Practices, build professional credibility that drives measurable outcomes.
- Community & Chapters: HDI’s 30+ local chapters foster meaningful dialogue, idea exchange, and lifelong friendships.
- Content & Conferences: SupportWorld, webinars, and in-person events fuel your growth with trusted insights and cutting-edge guidance.
- Consulting & Coaching: Whether you’re scaling operations or uplifting team morale, HDI’s advisory programs help shape high-performing support centers.
🚀 Real Impact: Why HDI Elevates Support World Best Practices Work
“HDI doesn’t just certify support professionals—it creates leaders who elevate the industry.”
— Roy Atkinson, Industry Analyst and HDI Luminary
🧪 Certification: HDI Elevates Support World with Measurable ROI
- Certified teams report a 37% increase in first-contact resolution
- Support centers aligned to HDI’s Support Center Standard experience 30% higher customer satisfaction
- HDI training helps reduce employee churn by up to 40%, creating more stable, skilled teams
🧩 Community-Led Improvement
“Membership with HDI doesn’t just open doors—it opens minds.”
— Brenda Iniguez, Senior ServiceNow Executive, Thirdera
- Local chapters offer real-time collaboration, peer mentorship, and growth opportunities
- Chapter events improve professional development and keep you ahead of trends
- Networking drives promotion readiness and leadership visibility
🔊 From Local Chapters to Global Impact HDI Elevates Support World
“In a world driven by automation, HDI reminds us that service is still human.”
— Wesley Eugene, SVP, Humanizing IT
✨ HDI Elevates Support World Through Every Chapter
“HDI is the professional family I didn’t know I needed—until I grew into the leader I was meant to be.”
— Jill Weber, Chapter Leader, HDI Motown
From Atlanta to Seattle, Michigan to California, HDI chapters bring together diverse leaders across industries to collaborate, learn, and grow. These aren’t just meetups—they’re launchpads for careers, friendships, and ideas that shape the future of IT support.
🌟 Notable Chapter Presidents
“The HDI community helped me find my voice as a leader. Now I help others find theirs.”
— Daniel Guinto, President, HDI Chicago Chapter
| Name | Chapter | Chapter/Resource |
|---|---|---|
| Daniel Guinto | Chicago | HDI Chicagoland |
| Terri Oropeza | Bay Area, CA | SF HDI |
| Vicki Rogers | Atlanta | HDI Atlanta |
| Jill Weber | Michigan | HDI Motown |
| Jason Wicher | Wisconsin | |
| Jonathan Van | Massachusetts | MA Chapter |
| Stephen Ng | Washington | Seattle HDI |
🎙 Must-Follow HDI Influencers
“Leadership is not a title; it’s a responsibility. HDI helps you earn both.”
— Cory CJ Wesley, HDI Community Builder & Coach
| Name | Content Highlights |
|---|---|
| Doug Tedder | Blog: Solving the Real Problem, Speaker, Webinar Host |
| John Custy | Paper: Multichannel Support Strategies |
| Roy Atkinson | Synergies Between ITIL & KCS Thought Leadership |
| Brenda Iniguez | Thirdera AI + ServiceNow Transformation Thought Leadership |
| Cory CJ Wesley | Community Engagement & Leadership Content |
| Julie Mohr | |
| Matt Beran | HDI Credentialing + Midwest Chapter Events |
📣 Final Call to Action
“I joined HDI for the learning. I stayed for the community. I lead because of the impact.”
— Dawn C. (Khan) Simmons, Vice President of Membership, HDI Chicago Chapter
Join the professionals and leaders shaping the future of service excellence. Whether you’re just starting or leading global operations, HDI offers the support, standards, and connections that will elevate your career—and your impact.
Let’s reimagine service. Let’s elevate support.
Because HDI Elevates Support World—and together, so can we.
Other HDI Elevates Support World Resources
As you lead transformation, invest in the tools that elevate how you serve, support, and succeed. Whether you’re building a future-ready support center, mentoring the next generation of IT leaders, or simply seeking inspiration to sharpen your edge—HDI delivers resources that move you forward.
Because now more than ever, excellence isn’t optional. It’s a shared responsibility. Therefore, explore what’s working, discover who’s leading, and tap into the strategies that set world-class support apart.
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