Simon Helton // Cayuse

9 Engagement Tactics It's Time to Ground (and What to Replace Them With)  

In community management, we often use tactics just because we see others using them or because they’ve become the unofficial standard procedure. This doesn’t mean these tactics are all good ideas or based in data. Here’s a sneak-peek of a few you should retire:

• Introduce yourself threads

• Tour videos of communities

• Gamification

We'll discuss more outdated tactics, their pitfalls, and how to iterate your community strategy to better meet your goals and the goals of your members. 

Jono Bacon // Jono Bacon Consulting

Conflict & Burnout Survival Guide for When Things Go Wrong

Jono Bacon shares his tactics to resolve conflict and avoid burnout when things go wrong in your community.

Kathryn Bergeron // Quicken, Inc.

Eat the Elephant: How to Improve Entrenched Communities

How do we impact change in a community that's entrenched? Using NPS survey feedback, we asked our users: What changes could the Community make for you to give it a higher rating? The response led to a shift in mindset: examine the community as a collection of program segments, not a monolith. Based on user feedback, we found target areas we could tackle with separate guidance, to aect change. Eating the Elephant explains how finding patterns in user feedback can enable huge improvement in even the most establish communities.

Jayashree Rajagopalan // CACTUS 

Key Lessons on Engagement for New Community Managers

Navigating the community space can be challenging. Especially when the community is catering to a super specific, niche group. With 8 different tactics to improve engagement Jayashree Rajagopalan shares how a small community like R Voice has grown so mighty. From small beginnings to lessons learned, this in-depth talk will bring you on the journey of R Voice and share tips and tactics you can apply to your own community.

Marjorie Andersen, Adrian Speyer, Chris Detzel, Lana Lee, and Erika Kuhl

Stump the Experts

We're joined by veterans of community and membership to bring a peer-driven Q&A session. Marjorie Andersen and a panel of experts will be talking about all they've learned as we bring them questions that may just stump them

Lisa Tallman // Easterseals and Jake McKee // Community 5

Who the Heck Do I Report To?!? A Community Management Debate

Where should community belong in your organization? Companies with a myopic view of their community's function aren't getting the most out of their community. Jake McKee, Nic Tolstoshev and Lisa Tallman engage in a friendly, hard hitting debate on how to answer this question, as well as the many questions that fall out of this broad topic. Join them as they dig into how to make real choices in real organizations. There may not be one ruling answer, but you’ll leave with a better idea how to handle this topic for your own team!

Nichole Devolites // SecureAuth 

Plugging Your Community into the Customer Lifecycle

CX professionals are responsible for ensuring the right mix of customer programs are available and thriving, within the customer journey we have been tasked with creating and maintaining. Community professionals understand that a community plays an integral role in every part of that journey. But oftentimes, as important as these two are, they aren’t connected as well as they should be. This session will focus on how to use community to engage your customers throughout their lifecyle: from day 1 through to your renewal strategy

Jenny Weigle // Jenny.Community, LLC 

Evolution: Growing Beyond A Support Community

Jenny Weigle will share strategies, tactics, and examples to help you determine the steps to mature your community and go beyond being known solely for Support. You'll walk away from this session with three key takeaways you can apply to evolve and grow your community. Implementing just one of the three suggestions will be a step toward maturing your community and furthering its evolution

Dani Weinstein // Kaltura

Scaling Community in a Connected World

Scaling your community is difficult. Scaling your community on a global level? Even harder! Dani Weinstein's session is the ultimate lesson on how to grow your community world wide - join this discussion to understand ground level engagement tactics in a mono language community and how to elevate this to serve multi-language communities and audiences. Managing engagement as you move from a single language community to a multi-lingual, global experience explained

Venessa Paech // Australian Community Managers

Building Safe and Inclusive Communities

Learn how to build safe & thriving digital spaces for your people, creating more resilient and sustainable outcomes for your community.

Jason McClellan, Stanley Toh, and Lenn Thompson // Broadcom

Growing an Enterprise Support Community

Jason McClellan, Stanley Toh, and Lenn Thompson explain how Community ties into the larger Support ecosystem of an Enterprise Community.

Shana Sumers // HubSpot

Launching HubSpot’s first DEI&B Community 

Diversity, Inclusion and Belonging should be at the forefront of all communities. Unfortunately, this isn’t the case. Learn how Shana, the Principal Marketing Manager, Diversity, Inclusion & Belonging Community Programming at HubSpot, led the way by launching the Black@INBOUND Community. She’ll share about how she took an existing program that used to happen once annually and amplified it into a year-round digital space.

Kiely Monteiro // FloQast

Customer Advocacy, Your Secret Weapon to Multiplying Customer Value

Advocates are created by developing strong relationships with your customers, professionally and as individuals. In this session, we’ll discuss the benefits to both your organization and your customers in creating an advocacy program, and why CS needs to have a seat at the table. We will walk through ways to build advocacy throughout the customer lifecycle and ways to personalize surprise and delight.

Joe Kelley // Projetech

Online Community as a Sales & Marketing Tool

Join Joe Kelley to learn how community can act as a tool to develop marketing and sales leads for a niche market.

Carolyn Reed & Jeni Woods // Change Healthcare

Filling the Party Bus: Seeding Community Across the Company  

Everyone on the party bus! Change Healthcare has driven community adoption and growth across its organization in a really short time period. Find out how Carolyn and Jeni encouraged everyone on the party bus and how you can follow their lead to implement the same adoption in your organization.

John Summers // Grazitti Interactive

Organizational Success: How Harnessing Community Tools Works

Using robust community management tools, Marketers and CS professionals can enable better community management and strategies - learn more!

Amanda Petersen // MURAL

It's Dangerous to Go Alone, Take This! A NonTechy Tech Map

CMGRs do a lot. But, many of us landed in the community management space with very little technical background. So, when we start seeing job duties like Read APIs, coordinate technical teams, Code in CSS and HTML, Analyze data, we FREEZE!

Aslan Noghre-Kar // Change Healthcare, Marius Ciortea // IBM

Stitching Community into the Fabric of Your Organization

Our panel of senior executives will discuss tactics you should be using to prove the worth of your community to leadership and across departments. Cross-company buy-in is integral to not only the success of your community but to its future growth. Join Aslan Noghre-Kar and Marius Ciortea for this panel discussion and take away key ideas on how to establish or improve cross-organizational buy-in for your community.

Tanja Laub // Walkabout Media

The Steps You Need to Take Before Community Liftoff

The pandemic skyrocketed the community industry. Everyone’s talking about their community. But thanks to this quick timeline, companies don't know as much as they should about communities. Establishing a real community takes hard work and time, and needs to begin before platform launch. In this session, learn about the steps you need to take prior to community launch, & learn about the tools that can help you start your community. We’ll discuss: Strategy, Intrinsic motivation, Action plan for content & events, Community manager, and Beta phase

Todd Nilson // Clocktower Advisors

Tokenomics: A Pursuit of Community Influence & Recognition

There are two ways cryptocurrencies can be applied to your online community: proof of attendance and proof of location. Join us to hear about our hands-on experiences so far, mistakes we’ve made (so that you don’t have to!), and how we are thinking about applying tokens to move from insights to action in the online communities we’re designing. Find out how your community’s nonfungible cryptocurrencies can be transferred to become fungible and vastly more flexible than a mere gamification system.

Alex Angel // Commsor

Why Community-Led Companies are the Future

Now, more so than ever, companies are turning to community — we want to help them do it "right." In this session, we'll unpack what it really means to be 'Community-Led'. When done right, there is no aspect of the business that a thriving community leaves untouched— and isn't better for it. Community is a company's most valuable asset. Join us to learn: Why Community-Led companies are the future, The Layers of Community: defining community for Community-Led companies, and The Community-Led Growth Model

Michael Torok // Delphix

Community's Role in Taking Your Corporate Conference Virtual

The Delphix Community drives traffic to the annual Data Company Conference and provides space for the growing library of presenter content.

Deena Zenyk & Liz Richardson // Captivate Collective

Customer Advocacy Maturity: 9 Key Indicators of Success

Super size your community value with the power of customer advocacy. Whether you’re launching a new advocacy program or fighting against stagnation in your current program, there are nine indicators of program success that every professional needs to know. This session will explore the core elements necessary for your program to go from basic to exceptional.

WEDNESDAY, OCT 20 // 3:00 PM EDT