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We'll discuss more outdated tactics, their pitfalls, and how to iterate your community strategy to better meet your goals and the goals of your members. 

TUESDAY, OCT 19 // 4:30 PM EDT  &  WEDNESDAY, 20 OCT // 7:00 PM EDT

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.

THURSDAY, OCT 21  // 3:00 PM EDT

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.

WEDNESDAY, OCT 20 // 3:00 PM EDT

Tirza Austin // American Society of Civil Engineers

How to Leverage Community to Create Engaging Virtual Events

Are your members "Zoomed" out? Virtual events have been a staple over the past year-and-half, but your members may be tired of logging into another virtual webinar or roundtable that lack interaction and engagement. What can your organization do to create virtual events that members will flock to? In this session we’ll discuss how to leverage your online community to enhance the before, during, and after your event. We’ll talk about event content creation, leveraging questions in the community, repurposing content, and more.

WEDNESDAY, OCT 20 // 10:00 AM EDT

Matt Cipriani // American Association of Colleges of Pharmacy

Make the Case: The Power of Engagement Data

So you have an online community for your members. But does the community provide value to your members and your organization – and does your organization know that? In this session, you’ll get tips on tracking member engagement data and presenting that data to your organization leadership and board of directors. You’ll learn why it’s important to know how your community is being used by members, how to track this important information throughout the year, and how to present this data in a summarized and easily digestible way

WEDNESDAY, OCT 20 // 1:00 PM EDT

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.

THURSDAY, OCT 21 // 2:00 PM EDT

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

THURSDAY, OCT 21 // 1:00 PM EDT

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!

THURSDAY, OCT 21 // 2:00 PM EDT

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

THURSDAY, OCT 21 // 3:00 PM EDT

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

WEDNESDAY, OCT 20 // 4:00 PM EDT

Beth Arritt and Vivian Swertinski // Higher Logic 

What if Our Parachute Won’t Open? Using Automated Campaigns

Automated campaigns can be a scary concept – if not to you, then to others in your organization. In this session, you’ll find out how to get buy in, how to get started with your first campaign, and how to make sure you’re not over-emailing in the process

WEDNESDAY, OCT 20 // 3:00 PM EDT

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

THURSDAY, OCT 21 // 2:00 PM EDT

Vivian Swertinski and Beth Arritt // Higher Logic

Marketing Automation Fundamentals

New to marketing automation? Not sure you’re making the best use of all the features? In this session, you’ll learn about all the most useful parts of marketing automation software and how they can help your organization. We’ll cover: Web tracking, Known users, Email campaigns, Engagement scoring, and Reporting & Metrics

TUESDAY, OCT 19 // 12:30 PM EDT

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.

THURSDAY, OCT 21 //  11:00 AM AEDT & 8:00 PM EDT

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.

TUESDAY, OCT 19 // 4:30 PM EDT

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.

TUESDAY, OCT 19 // 1:30 PM EDT

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.

THURSDAY, OCT 21 // 2:00 PM EDT

Joe Kelley // Projetech

Building an Online Community as a Sales/Marketing Tool for your Niche Target Market

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

TUESDAY, OCT 19 // 4:30 PM EDT

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.

WEDNESDAY, OCT 20 // 12:00 PM EDT

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!

THURSDAY OCT 21 // 1:00 PM EDT

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!

TUESDAY, OCT 19 // 12:30 PM EDT

Cindy Morris // American Society on Aging

Marketing & Fundraising: Going to the Same Destination?

As associations face the growing need to diversify their revenue, it’s more important than ever to build strong marketing plans that can support these efforts. Key to this strategy is understanding the deep relationship that marketing has on effective development. In this session, Cindy Morris will tie together the fundamentals of development and outreach as they relate and support one another. Ultimately, this approach will help associations achieve stronger, more sustainable, and more diversified revenue sources. 

THURSDAY, OCT 21 // 12:00 PM EDT

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.

TUESDAY, OCT 19 // 2:30 PM EDT

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

WEDNESDAY, OCT 20 // 3:00 PM EDT

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.

WEDNESDAY, OCT 20 // 12:00 PM EDT

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

TUESDAY, OCT 19 // 12:30 PM EDT

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

Maxime Dore // Higher Logic

Always Playing: Player Engagement in Gaming Communities

Leaders from top gaming communities share how an engaging community experience can lead to players deep connection and lifetime participation.

Adrian Speyer // Higher Logic

Building Community Efficiently with a Team of One

50% of communities are led by 1 person but you can be effective on your own. Adrian Speyer shares how to work efficiently & grow your team!

Lizzie Urban // Higher Logic

Combatting SPAM Within Your Online Community

Join HL Product and Support team members to discuss moderating your HL Community and to ensure your site is set up to combat spam.

Kristen Parody // Higher Logic

Community 301: Association

You’ve got the basics down. Let’s talk about some advanced member community techniques.

Annie Moncure // Higher Logic

Community 301: Corporate

Join Community 301 for an advanced look at how mature communities with veteran customers can integrate strategies.

How They Did It: Acer on Running a Support Community

Hear from Acer about how they managed their support community.  You'll take home actionable insights you can start using right away.

David Jovel // Higher Logic

From Automation Rules to an Automated Workflow

Learn how to use Higher Logic online community and marketing automation together to create a powerful automated process.

Amanda DeLuke // Higher Logic

How to Work with the New Privacy Rules

What happens when your slice of the apple pie blows up? The new privacy rules being implemented by Apple, Google and other companies are constantly changing the landscape of digital marketing. Join us to discuss how to work in the ever-changing new normal.

Sara Maloney // Higher Logic & Maria Nadeau // AAPS

How to Hire the Right Community Manager

So, you're ready to hire your first Community Manager? Congratulations! What are necessary qualities are necessary for a Community Manager to have, and what are some "nice to have" qualities that will help ensure the success of your community? What should the interview process for this role look like? In this session, we'll discuss all these questions and more based on experience from hiring for the Higher Logic Strategic Services team.

Justin Prevatte // Theme Logic,  Brett Wangman // TCAG

Creating Value Through a More Dynamic and Compelling User Experience

Through the creative use of HTML, CSS, Javascript and configuration of Higher Logic widgets, longtime Higher Logic MVPs Justin Prevatte and Brett Wangman will demonstrate how you can create a more user- friendly interface for your HL powered community or website. Walk away from this high-paced session with fresh tips, tricks, and free code you can use on your site today.

Carol Valora // HEUG

Meeting Planning in an Unsteady Environment

Hear how HEUG successfully & quickly transitioned to virtual events and how they're continuing to plan in an unpredictable environment.

Mike Ellis // Higher Logic

The Critical Nature of Onboarding Nurturing

Onboarding nurturing is paramount to your goals. Mike Ellis & Beth Arritt explain how a persona-based approach can change the game.

Heather McNair // Cloud Generation

Personalization at Scale through Automation

Let’s think beyond the “perfect” tech stack, the latest and greatest member tools, and all that fantastic but overwhelming feedback from your members. How do you combine it all to for a more personal member experience? Automation.

Lizzie Urban & Chris Weaver // Higher Logic

Product Spotlight: HL Roadmap

Take a scenic drive along the Higher Logic Product Roadmap with Lizzie Urban and Chris Weaver.

David Jovel & Greg Khaikin // Higher Logic

Product Spotlight: Marketing Automation

Get a first look at upcoming marketing automation product and feature releases from the Higher Logic Product Team.

Lizzie Urban & Chris Weaver // Higher Logic

Product Spotlight: Online Community for Associations

Get a first look at upcoming online community product and feature releases from the Higher Logic Product Team.

Val Robitaille // Higher Logic

Product Spotlight: Vanilla Analytics

Val Robitaille, Product Manager at Higher Logic is sharing a deep dive on the Vanilla roadmap.

Jeff Breunsbach & Jay Nathan // Higher Logic

Gain, Grow, Retain on Scaling Customer Success: Building a Customer Content Engine

Jeff Breunsbach & Jay Nathan lead Scaling Customer Success: Building a Customer Content Engine. A GGR guide to driving product adoption. 

Erin York & Andrew Hohman // Higher Logic

Quick Start Guide for New Community Managers 

Beth Arritt // Higher Logic

Reeling Your Members In: Get the Message Out and Bring Them Back

Join us to learn practical tactics to get your message in front of members, bringing them back to your marketing and your community. 

Building a Digital Experience Framework

It's more important than ever that organizations find new, better and scalable ways to engage members.  Join experts from Brightfind, Grazitti and more and learn how you can leverage technology for a delightful digital experience.

How They Did It: Customer Experience

Hear from customers about how they create a great customer experience. You'll take home actionable insights you can start using right away.

How They Did It : Texas Medical Association on Handling Apple Privacy

Hear how Apple privacy changes helped the Texas Medical Association level-set what successful email marketing truly means.  You'll take home actionable insights you can start using right away.

How They Did It: CFP Board on Live Events

Michael Pappas & Erin York // Higher Logic

The Guided Tour:  3 Orgs Who Made Engagement Leaps 

Join us to learn about three organizations who made engagement leaps this year & how they got there.

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.

WEDNESDAY, OCT 20 // 4:00 PM EDT

Commsor, Gainsight, Captivate Collective and Grazitti

Secrets to Creating a Superior Customer Experience

It's more important than ever that organizations find new, better and scalable ways to engage members.  Join experts from ASI, Brightfind and others, and learn how you can leverage technology for a delightful digital experience.

ASI, Brightfind 

Building a Digital Experience Framework

It's more important than ever that organizations find new, better and scalable ways to engage members.  Join experts from ASI, Brightfind and others, and learn how you can leverage technology for a delightful digital experience.