October 13, 2022

Keynote Address by Kendra Greendeer
9:00 am - 10:00 am

Kendra Greendeer, a member of the Ho-Chunk Nation and descendant of the Red Cliff Band of Lake Superior Ojibwe, is a Ph.D. candidate in Art History and a Paul Mellon Guest Predoctoral Fellow at the Center for Advanced Study in the Visual Arts at the National Gallery of Art. Her dissertation “Rematriating Indigeneity in Contemporary Native American Arts” explores the work of contemporary Native women artists’ and their creations as expressions and enactments
of Indigenous place that work to restructure colonial spaces, including the museum.


Keynote Address sponsored by ACME Ticketing

Session Block 1
10:15 am - 11:15 am

Starting From Scratch:
A Museum Metamorphosis

Lecture Hall

In December of 2020, the Delaware Museum of Natural History closed for the last time and in May of 2022, the Delaware Museum of Nature and Science opened in its place. In this session, we will share the story of our Museum Metamorphosis, from a complete redesign of the entire museum to a full rebranding to a brand new guest experience philosophy.


  1. The knowledge that change isn't as scary as you think, and it is necessary for growth and survival

  2. Tangible advice for navigating major construction projects

  3. Insight into strategic planning involved in an undertaking of this scale


  1. Give an honest depiction of what it took to take the museum down to the studs and start over

  2. Share tips for keeping the mission alive without a physical space

  3. Encourage institutions to be willing to change anything and everything to better serve their guests

TL;DR - We redesigned, rebranded, & renamed our museum and started over from scratch.

Engaging Museum Visitors in Research:
Lessons Learned from a National Social Impact Study

Classroom B

The Measurement of Museum Social Impact (MOMSI) team will explore the importance of measuring museum social impact and tools soon available. MOMSI host museums will then share their visitor recruitment and selection process, how they retained visitors for the study, and lessons learned from participating in the project.


  1. Attendees will understand current developments in measuring museum social impact and increase their understanding of social science research methods.

  2. Attendees will explore the successes and challenges of engaging community members at their museums, especially as it pertains to research.

  3. Attendees will learn about a social impact toolkit that will soon be available and how they can use social impact data for strategic changes in their own museums.


  1. Attendees will learn about a national social impact study and explore social impact data.

  2. Attendees will hear how museums recruited visitors for a national research study, including successes and challenges in community outreach and engagement.

  3. Attendees will learn what incentives museums used to encourage visitor engagement in a research study.

TL;DR - Learn how your museum can measure social impact & hear about the successes and challenges faced by museums currently engaging in this work.

"All in Favor..." Community Engagement & Realizing Your Capital Projects

Recital Hall

When Marie Selby Botanical Gardens in Sarasota, Florida launched its strategic vision of Innovating for a Greener Future with a new master plan to preserve and protect the world's only living museum dedicated to the study of orchids, bromeliads, ferns, and other tropical plants, community engagement was key! With Phase 1 currently under construction, Overland shares strategies for engagement that build consensus, collaboration, and investment across public and private sectors for capital projects.


  1. Choosing the Right Partner - Why it matters and evaluating what matters most

  2. High-level understanding of Overland's Human Handprint™ Methodology and how it creates a framework for community engagement, consensus-building and setting a unified vision with diverse stakeholders 

  3. Strategies, technology and tools for successfully navigating the public/private process to gain approval and move into construction on Phase 1 of the master plan


  1. The future of our civic and cultural treasures relies on participation, collaboration and investment across public, private and non-governmental sectors to not only preserve and protect, but innovate and create places that invite, educate and enrich the lives of people today and generations to come.

  2. Cities have grown up around historic civic and cultural places. Community engagement that invites diverse voices, perspectives, ideas and feedback yields better design outcomes and sustainable, inclusive places that enrich the community's cultural, social and economic fabric and protect the earth.

  3. Introduce Overland's Human Handprint™ methodology and how it provides a framework for guiding complex projects, community engagement and consensus-building across the 5 pillars of aspiration, inspiration, relationships, stewardship and well-being, particularly for our non-profit clients in the areas of civic, cultural, social good and educational sectors.

TL;DR - Overland’s work with Marie Selby Botanical Gardens brought the community together around a unified vision of innovating for a greener future and preserving this urban oasis in downtown Sarasota.

Session Block 2
11:30 am - 12:30 pm

How to go From Intern to Manager - Pandemic Optional

Recital Hall

Going from a student internship to a visitor experience manager is hard on its own, but trying to during a pandemic presents a whole new set of challenges. Learn how the Rock Hall navigated COVID through someone who experienced it during a unique period of accelerated personal and professional growth.


  1. Nothing is accomplished alone 

  2. Every challenge is an opportunity 

  3. Find what centers you


To demonstrate how individuals can:

  1. Flourish under the right mentors

  2. Find comfort outside of their comfort zone 

  3. Empower a team by empowering themselves

TL;DR - Learn how institutions navigated COVID through the eyes of folks who experienced the joys and challenges of accelerated growth.

Revenue and Experiences Outside the Gate

Lecture Hall

You have a wonderful destination that people are excited to visit, and that's great! There are always opportunities to satisfy the desire that many have to dive deeper. Learn more about how the Shedd Aquarium Ancillary Operations team develops, vets, and implements mission-based revenue driving and diversifying programs that allow aquarium guests to get even closer to the collection.


  1. What makes up a viable "Ancillary Program"Objectives:

  2. How to herd the cats (AKA your wonderful colleagues/resource providers who are all very busy in their own right!)

  3. Don't forget the basics, the simple tweaks to maximize the existing programs


  1. Come closer to developing your own ROI goals for ancillary revenue programs/streams

  2. Learn the benefits of a Pro Forma and solid connect-the-dots guide to stand up a program

  3. Feel one step closer to being ready to either move an idea into development, or dive into ways to improve what you already have in place

TL;DR - Learn how institutions navigated COVID through the eyes of folks who experienced the joys and challenges of accelerated growth.

Using Data to Speak the Visitor Story and Trends

Lecture Hall

We use data in someway shape or form for our everyday work. Find out how we can also use data to leverage with decision makers and assess the future of our institution alongside a new strategic plan and what visitorship will propel to. 


  1. Learning how to easily use data and tell a compelling story at the same time.

  2. How to get your leadership to care of the data and use it in things such as strategic plans and decision making. 

  3. How to ensure more voices are heard and understanding the data from top down.


  1. How to turn data into a compelling story from the visitor experience standpoint for the whole institution to understand. 

  2. What data should we be looking at and how can we make it relevant to what is going on in our institution today.

  3. How to leverage our institution to look, use, and ask for the data being presented on behalf of the visitor experience. 

TL;DR - Using data to tell stories for the frontline and excecutives. Use these stories and data points to support strategic plans and the constant evolution of visitorship.

12:30 pm - 2:00pm
2:00 pm - 3:00 pm

Ease back into conference life after lunch and choose your own adventure! More experiences will be added as we get closer to the conference.

Burst of Color Tour

VEX VP Pat Wittwer believes that the best color is all of the colors at once. Meet in the education gallery by the sponsor tables to follow a science/history museum person giving their first-ever art museum tour. If nothing else, it should be entertaining.

ArtLens Gallery Experience

Join staff from the Cleveland Museum of Art to learn all about the ArtLens gallery and how it impacts the visitor experience at the CMA. (Plus you get to play with fun tech!) Meet in the ArtLens Gallery on Level One to begin your experience!

Session Block 3
3:15 pm - 4:15 pm

Put your Donor Data to Work! Using Data and Digital Tools to Improve Donor Acquisition

Classroom B

Are you leveraging the full power of your donor data? Learn how to use data you already have to unlock your donor acquisition potential. Combined with digital marketing tools and best practices, discover tactics for strategically growing your donor base with ease. 

  1. Marketing best practices related to personas, data appends, and social media targeting

  2. Data-informed strategies for identifying new prospective donors

  3. Tips for time-saving strategies for donor acquisition 


  1. Analyze and leverage their own donor data to craft fundraising strategies, 

  2. Learn digital marketing best practices related to donor acquisition.

  3. Identify areas for improvement in their existing donor acquisition tactics. 

TL;DR - Combine your existing donor data with marketing best practices to grow your donor base and increase revenue. 

Critical Investment: Creating Career Pathways for Frontline Staff

Lecture Hall

Every institution's greatest asset is their frontline team and every institution's most critical challenge is to create opportunity for the pool of talented people carrying visitor experiences. In this session we will share the Barnes innovative approach to frontline staff development by introducing you to our internal Pathways Program with a focus on our Gallery Specialist role and look at how incentivizing employment boosts morale, establishes department stability, retains employees, and creates the mental bandwidth for positive visitor engagement.


  1. Renewed respect for the labor of frontline workers

  2. Share senior leadership buy-in strategies

  3. Attendees will learn about a social impact toolkit that will soon be available and how they can use social Actionable items to incentivize a department


  1. Demo career exposure and development programs

  2. Examine your employees' dynamics, culture, and particular needs to determine areas to incentivize

  3. Share frontline success stories

TL;DR - Secure Institutional Futures, Invest in Frontline Teams

October 14, 2022

"We Are the (Access) Champions: Best Practices for Accessible and Inclusive Customer Service"

Interactive Workshop by Dani Rose and Alex Boyle, Art-Reach

October 14, 9 am 

Customer Service is the first touchpoint of connectivity our guests have with our cultural experiences. How can we ensure that our policies, practices, and procedures make welcoming the community of people with disabilities a priority? By being Access Champions! This interactive workshop will help you discover your organizations obligations in the ADA as well as best practice for outrageous customer service and intentional inclusion.


  1. Learn the regulations and standards for Title III of the ADA, and examples of inclusive ticketing practices.

  2. Discover a process for developing Access Champions within your organization.

  3. Grow awareness for the disability community and considerations for intentional inclusion.

Key Takeaways:

  1. How to Effectively Communicate with the disability community

  2. A workflow for processing Access requests internally

  3. The 4 E's  -  an action oriented cycle for organizations to evaluate accessibility on a consistent basis


But most importantly, you will leave this workshop empowered to advance and expand the access services and inclusion practices at your organization.

Using Improv to Improve Visitor Experience

Interactive Workshop 

October 14, 9 am 

Ryan Santa, Head of Corporate Improv Training, Imposter's Theater, Cleveland

Customer Service is a valued skill because it requires the perfect balance of communication skills, empathy, and adaptability in the workplace. In other words, Customer Service is its own art form! Come join us and Imposters Theater for an Improv workshop designed to help you take your craft to the next level! In this fun, interactive workshop you'll learn how to be more confident and creative with your customer interactions. No theater or comedy experience required! 

Creating Tomorrow's Museums, Today

Interactive Workshop 

October 14, 11:30 am 

Isabella F. Bruno, Lab for Radical Museum Futures

What if you had a way to talk about major challenges on the horizon that put your audience right in the driver's seat, hands on the wheel? What if you could just pass out board meeting notes from 2030 that described your museum achievements, instead of getting swamped by the roadmap to get there? In this workshop with Lab for Radical Museum Futures, you will create tangible representations of near future museum experiences. The Lab will lead you through a (very) short history of the future (aka futures studies) and take you step by step into making design fiction. Design fiction is the practice of creating tangible and evocative prototypes from possible near futures, to represent the implications, outcomes, and consequences of today's decision making. Design fiction takes the ephemera of the everyday—billboards, instruction manuals, museum maps—and remakes them in 2042 (or whatever year you want). Whether preparing for the next year or looking towards the next 100, The Lab wants your conversations about the future to be tangible AND compelling, so you can shift your energy from describing possible futures to making them reality. You'll come away with a new way of making the future come to life for yourself and others, bolstering your motivation, confidence and resilience for any hard work ahead.


This will be an active, skill-sharing workshop. You will be sketching, doodling and writing text in small groups. The Lab will guide you in a step-by-step manner and provide all the context and scenarios. You do not need to prepare and you do not need to be an artist or a writer! Come as you are—and be ready to create design fictions of the future—so you can create tomorrow's museums, today! 

Leading with Imagination, Impact, and Intention
Unlocking Purpose => Transformational Leadership

Interactive Workshop 

October 14, 11:30 am 

Jennifer DePrizio, Chief Learning Officer, Cleveland Museum of Art and Krista Dahl Kusuma, President, Experience First Consulting

Unlocking and pursuing your purpose is the key to becoming a transformational leader, reimagining your organization from the inside out. Doing so requires understanding what drives you and strategizing accordingly, acting with intention and clarity. Participants of this workshop will engage in imaginative, interactive exercises to articulate their purpose, consider institutional alignment, and develop strategies for converting vision into action. Participant takeaways will include actionable strategies for organizational (or team) transformation and enhanced personal fulfillment. This workshop is appropriate for leaders at all levels, and is designed to help participants achieve at higher levels by leveraging what drives them.