HDI Support World: From Proactive Support to Speaking Opportunities and Smarter KPIs
In this issue of HDI Support World, the focus is on transformation—of your service desk, your metrics, and even your own professional voice.
In the lead article, Susan Smith explores how AI-powered Next Issue Avoidance (NIA) is changing the game in technical support. Rather than ending calls once the issue is fixed, NIA equips agents to proactively address the next problem a customer is likely to face. This shift from reactive to anticipatory service can cut repeat calls by as much as 40%—boosting efficiency and customer satisfaction alike.
For professionals looking to share their expertise, SupportWorld Live 2026 is currently accepting speaker proposals. Whether you have a breakthrough case study, hands-on workshop, or engaging panel idea, this is your chance to inspire a global audience of IT support and service management peers. Submissions are due by October 3.
Finally, Doug Tedder leads the next HDI & ICMI Idea Exchange webinar on aligning KPIs with business outcomes. Set for September 19, the session will explore how to avoid vanity metrics and focus on measurements that truly drive value and improve customer experience.
From smarter support to better metrics and new speaking platforms, this issue invites IT professionals to level up.