Here are just a few of the 50+ Presentations that will happen throughout the event! Keep checking back for more.
“Delivering a World-Class Customer Experience: Lessons from the Mouse” Presented by Danny Snow.
In a world overflowing with options, standing out requires more than just good products or services. It demands an exceptional customer experience that builds loyalty and drives results.
Customers today value what sets you apart; what you can deliver that others won't or can't. Creating that unique value is how you win hearts and retain business.Drawing from his Disney heritage and extensive experience in the family business, Danny Snow offers a fresh perspective on delivering service excellence.
This program equips leaders and teams with actionable strategies to elevate every interaction, turning ordinary customer moments into extraordinary loyalty-building experiences.
Participants will learn:
- Insights into shifting employees from a task-oriented mindset to an experience-focused approach.
- Tools to ensure your "backstage" operations enhance and never disrupt your "onstage" customer experience.
- Practical techniques to consistently exceed customer expectations and leave lasting impressions.
- A customer-centric process for designing systems and workflows that anticipate and meet customer needs.
"Lower Access Barriers from the Back End to the End User” Presented by Thomas J. Tobin
Many people know the universal design for learning (UDL) framework as a way to reduce access barriers for college and university students in the classroom. UDL can also help us to improve organizing and strategic planning skills to reduce rework, barriers, and confusion in the workplace.
With more professionals from different backgrounds joining the higher-education IT workforce, there is a growing need to work efficiently and effectively to support campus initiatives. The UDL framework provides an evidence-based set of approaches, informed by the neuroscience of how humans learn and interact, to make our IT work more agile, responsive, and predictive.
I identified over 300 information-technology job titles at two large Research-1 universities and interviewed a representative sample from more than 15 conceptual clusters to identify the job duties in which IT professionals and instructors need to engage peers, share information, and practice with new ideas and concepts—the very elements that UDL helps to make smoother and more efficient.
Come to this session and learn how to apply the principles of the UDL framework to the IT and instructor workforce in order to reduce errors, speed professional learning, and increase productivity, teamwork, and student satisfaction. By attending this session, you will:
- encounter two cases for assessing access gaps among IT units and roles;
- improve efficiency by building connections, collaboration, and communication among IT professionals and instructors; and
- apply the UDL framework within your administrative context to lower workflow barriers.
“Building AI Literacy with Intention, Ethics, and Humanity” Presented by Dr. Rachelle Dené Poth
When AI first entered our classrooms, educators worried about cheating, plagiarism, and whether it belonged in schools at all. Now, that conversation has shifted. AI is becoming part of everyday learning, and educators are asking more intentional questions: How does AI support learning goals? When does it enhance thinking, and when does it replace it? How do we keep students and ourselves safe?
This session explores how AI in education has moved from fear and avoidance to purposeful, responsible integration. Participants will discuss key considerations, including data privacy, ethical use, age-appropriate access, transparency over surveillance, and the importance of building skills rather than replacing learning opportunities. The session also highlights why AI literacy must include human skills such as judgment, empathy, reflection, and discernment, as well as focusing on digital citizenship and digital wellness.
