top of page

Scroll down to learn more about each session. Please note that Classroom A will have an accessibility-themed session during each block.

Session Block 1: 10:30 - 11:30AM

  • Staying Accessible with Pay What You Wish Admission - Classroom A

    • Kelsey Reed, Guest Service and Retail Manager, The Buffalo History Museum

    • While we might not picture admission as a barrier, it has become an economic barrier for many. Pay What You Wish Admission ensures everyone can experience our exhibits, regardless of financial barriers. This initiative allows visitors to contribute any amount that fits their budget, fostering inclusivity and community engagement.

  • You Are Here: On Maps & Belonging - Classroom B

    • Dani Rose, Access Consultant

    • Maps and wayfinding are more than navigation tools—they communicate belonging. This session explores how cultural sites can design accessible signage to empower disabled visitors, improve autonomy, and enhance the visitor experience. Attendees will evaluate real-world examples, identify accessibility gaps, and workshop solutions tailored to their institutions.

  • People, Play and Pipe Cleaners: Practical Applications of Fun - Classroom C

    • Steve Hobe, Senior Coordinator of Education, Adler Planetarium

    • Kelsey Chigas, Senior Coordinator of Education, Adler Planetarium

    • Paul Kaufmann, Senior Coordinator of Education, Adler Planetarium

    • Fun isn’t just for visitors—it’s essential for staff too! Learn how playful activities like morning stretches, spontaneous prototyping, and more can energize staff and enhance the guest experience. We’ll share nonpainful icebreakers and rapport-building techniques that foster positive connections in order to create a welcoming environment for staff and visitors.

  • Boatloads of Options! Using Ticketing Packages to Streamline the Admissions Experience - Lecture Hall 2

    • ​Andrea Pollock, Public Engagement Manager, Independence Seaport Museum

    • In 2021 the Independence Seaport Museum moved to a model of offering guided tours on a daily basis for its Historic Ships. Although financially successful this made it complex for staff to explain all options for tickets succinctly. In 2023 ISM introduced ticket packages to better communicate to visitors all options available to them when visiting.

Session Block 2: 11:45AM - 12:45PM

  • Empowering Decision-Making Through Visitor Journey Mapping: Putting People at the Center - Classroom A

    • Jessica Sharpe, Founder & CEO, J Sharpe Solutions

    • Join us for an engaging and interactive session focused on Visitor Journey Mapping, where we emphasize the importance of centering people in every decision-making process. In today's competitive landscape, understanding the needs of our visitors is crucial to creating meaningful experiences that foster loyalty and satisfaction.

  • Welcome Starts in the Office: Humanizing the Visitor Services Manual - Classroom B

    • Casey Coolidge, Visitor Services Manager, Chazen Museum of Art

    • The ways we welcome visitors are informed by the ways we welcome our colleagues. In this interactive session, let’s explore together what welcome means to us—and how we can build it in internally, using the same models of invitation, community agreements, and community building that we use with our visitors.

  • New Visitor - Who Dis? - Classroom C

    • Sam Hwang, Director of Guest Services, Grounds For Sculpture

    • Leveraging visitor data to hold your organization accountable, measure impact and inform strategic decisions.

  • A Brand New Approach to Accessibility - Lecture Hall 2

    • ​Jason Ulaszek, Founder & Chief Design Officer, Inzovu

    • Jeff Leitner, Cultural Researcher & Social Innovator, Inzovu

    • Danielle DuMerer, Vice President, Technology & Information Security, Shedd Aquarium

    • In partnership with the Shedd Aquarium, we took a fresh look at accessibility and learned eye-opening lessons that can improve all visitors' experiences. We went deep in interviews with disabled volunteers and surprising experts -- including blind oceanographers -- to get new insights into how to design experiences that are stickier, pain-free, and more meaningful.

Session Block 3: 2:15 - 3:15PM

  • Putting the Pieces Together: A Clear Path to Improve Accessibility - Classroom A

    • Nicole Agois, Managing Director, Open Door Arts

    • Portia Brown, Director of Operations, Open Door Arts

    • Accessibility can feel like a puzzle, but we’ve got the pieces to help you put it together! In this session, get free tools, resources, and a proven process created by and with people with disabilities, to help you create accessible practices, programs, and spaces—no more confusion, just a clear path forward!

  • Tots at the Museum - Classroom B

    • Zac Van Schenck, Early Childhood Educator, Virginia Museum of Fine Arts

    • Young children ages 0-5 are the future of our museums, so it is crucial now more than ever to foster welcoming spaces for them and their families. Uncover three interdepartmental solutions to prevent child-related art incidents AND cultivate an accessible environment for families of young children. Learn how to implement these solutions and watch as they improve visitor experience for not only children, but patrons and employees alike.

  • Minding the Gap: Developing an Intergenerational Visitor Services Cohort - Classroom C

    • Olivia Cammisa-Frost, Special Events and Publications Manager, Tang Museum at Skidmore College

    • What makes the Tang Museum's visitor services so unique? Our intergenerational team! Learn how the Museum has fostered teaching and learning among a group that is primarily led by Skidmore students and supported by a non-student staff.

  • Mentorship: Offering a Guiding Hand to the Next Wave of Guest Experience Leaders - Lecture Hall 2

    • Bayo Fayemi, Associate Director of Guest Experience, SUMMIT One Vanderbilt

    • SUMMIT One Vanderbilt aims to provide a best-in-class guest experience for our visitors and team members above all else. This presentation speaks to our unique take on guiding the next wave of leaders in our organization and trumpets the importance of mentorship across industries.

  • ​Leading with Experience: Perspectives on Engaging Internal and External Audiences - James Simpson Theater

    • Ani Schmidt, Senior Manager of Facilitation, Adler Planetarium

    • Josh Anderson, Director of Visitor Services, Chicago History Museum

    • Joseph Hernandez, Senior Manager of Guest Services, Adler Planetarium

    • Amelia Pollock, Volunteer Projects Coordinator, Griffin Museum of Science and Industry

    • Greg Storms, Senior Manager of Public and Community Engagement, Chicago History Museum

    • Join us for a candid conversation with Chicago museum professionals who have navigated both successes and challenges by placing experience at the heart of their work. From managing teams to engaging volunteers, these leaders will discuss how they foster creative problem-solving, adaptability, and a welcoming environment for all.

Session Block 4: 3:30 - 4:30PM

  • You Are Welcome: Accessible Visitor Services - Classroom A

    • Ava Locks, Inclusion & Learning Lead, ACCESSforALL

    • Elka Rifkin, Community Engagement Lead, ACCESSforALL

    • Brian O'Mahoney, Communications Lead, ACCESSforALL

    • "You Are Welcome" provides participants with a foundational understanding of the importance of accessibility in visitor services, ensuring programs remain open to everyone, regardless of ability or background. The session includes an overview of the social model of disability, and the role guest services have in addressing the inclusion gap.

  • A Fun and Safe Day at the Zoo - Classroom B

    • Chris Jorgensen, Director of Guest Services, Lincoln Park Zoo

    • Cultural institutions and amusement parks need to have safety procedures in place but zoos have to add the element of dangerous animals into that action plan. The Guest Service team at Lincoln Park Zoo not only welcomes guests and encourages a fun day but are role players in the safety and security of all. Including the gorillas and venomous snakes. Action Plans and Drills for the zoo environment will be reviewed. 

  • Retention Reimagined: Elevating Member Engagement for Lasting Impact - Classroom C

    • Stephanie Ticas, Membership Operations Manager, Field Museum

    • Discover strategies to retain and engage museum members through in-person and virtual experiences. Learn how the Field Museum fosters long-term loyalty by connecting members with scientists, experts, and exclusive exhibitions. Explore innovative approaches to strengthen member relationships and keep them excited about their membership, even through changing times.

  • EmpowHered Together: Revolutionizing Female Allyship - Lecture Hall 2

    • Justine Pugliese, Founder, EmpowHer Hospitality

    • How to build our toolbox to rewrite the narrative to promote women in the corporate world​

bottom of page