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This year we are Reimagining Experience. Change and reimagination of our day-to-day tasks, experiences, services, and operations have been thrown at all of us in a variety of ways over the last eight months or so. In this face of change, we’ve seen you adapt, react, and changed course more times than we can count - but that is what Visitor Experience professionals do, isn't it!? Our niche has a long history of taking plans then adjusting and elevating them to meet the everyday realities in our work. When constantly faced with the unexpected, you find ways to mold unpredictable situations into meaningful experiences. Frontline teams have been working this magic for years, and we are here to celebrate them.

Wednesday, October 14 (all times are EST)

12:00 – 1:00 pm: Welcome and Keynote - Adrianne Russell

1:15 – 2:00 pm: Session 1 

  • Strength in Differences: The Well-Rounded Team (Albright-Knox Art Gallery)

  • Coronavirus as The Unexpected Driver of Digital Innovation in the Museum and Cultural Sector (Cuseum)


2:15 – 3:00 pm – Session 2

  • Becoming Learner Centered (MoCA Cleveland)

  • ChildSafe – A Visitor Experience Approach to Hope & Healing (Overland Partners)

  • Ask an Ambassador (VEX Ambassadors)


3:15 – 4:00 pm 

  • So What? – Using Themes to Improve All Aspects of Visitor Experience (Royal Botanic Gardens)

  • Approaching an Accessible Patron Experience (Spektix) 


4:15 – 5:00 pm: Panel Discussion

  • 45 Audience Engagement Ideas in 45 Minutes: Covid-19 Edition


5:15 – 6:30 pm: Virtual Happy Hour & Bingo


Thursday, October 15 

12:00 – 1:00 pm: Welcome and Keynote – Seema Rao, Deputy Director & Chief Experience Officer, Akron Art Museum in Ohio


1:15 – 2:00 pm: Session 1

  • Setting the Example from the Top Down: Employee Engagement for Part Time Teams (Longwood Gardens)

  • Beyond the Field: Putting Transferable Skills to Work (Panel)


2:15 – 3:00 pm: Session 2 

  • Want to Make Meaningful Connections with Visitors? Start Training Staff for Empathy (President Lincoln’s Cottage)

  • From Anecdote to Action: Turning Online Reviews into Actionable Data Using Sentiment Analysis (Lowell Observatory)


3:15 – 4:15 pm: Panel Discussion

  • Museum Reopenings (and reclosings): COVID19


4:15 – 4:30 pm Closing Remarks

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