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We are so glad you are here with us in Philadelphia for what promises to be our best and most memorable conference yet. We’ve packed a lot into your time, with thought-provoking panels, engaging keynotes, and the chance to meet extraordinary people from all over the country who are vested in providing relevant and impactful visitor experiences. While we all come from a wide range of institutions, both in size and collections, we can almost certainly agree on a few things:

  • museums are visitor serving organizations – everyone is welcome;

  • there is so much competition for our time, standards are being driven ever higher;

  • technology is no longer just an option, but a necessity;

  • visitors are no longer prepared to do exactly what they are told and experience a place exactly as you want them to; visitor and guest services staff set the tone for the visitor experience.

This year’s theme, Access Granted: Visitor Experience in the Digital Age hopes to address what institutions can do with technology, on both large and small scales, to enhance the visitor experience

Keynote: Peter Shankman

Peter will present on customer loyalty in the age of social media. Peter is a customer experience consultant and marketing pundit for several national and international news channels including CNN and MSNBC. He has been called by the New York Times, “a public relations all-star who knows everything about new media and then some.” Peter is a well-known author and his latest book is Zombie Loyalists: Using Great Service to Create Rabid Fans.


Signature Session: Alisa Martin

With corporate and arts marketing experience and a consulting background in research design, organizational development, and service quality delivery, Alisa leads branding initiatives that enable Brooklyn Museum staff to deliver relevant, welcoming and informative experiences to Brooklyn Museum audiences.​


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