2019 Visitor Services Summit
2019 Visitor Services Summit
Sep 29, 2019
Oct 1, 2019
date_range September 29 - October 1, 2019
location_city Kansas City, MO, USA
location_on Kansas City Marriott Downtown

Exchange ideas
Engage peers across various destinations in discussions about the transition from brick and mortar to digital, re-use of visitor services centers, the fusion of staff and volunteer management.
Learn new practices
Hear from forward-thinking leaders and practitioners on emerging practices and case studies to exemplify what's new, what's working, and what's ahead.
Network and connect
Create invaluable relationships with your fellow visitor services professionals that you can rely on for advice and assistance throughout the year.


Sunday September 29, 2019
2:30pm - 5:30pm
3:00pm - 3:30pm
First Timers Welcome
4:00pm - 5:00pm
Opening Keynote
Details +
The Guest Encounter: Better Service, Better Performance, Better Results
Laurie Guest, Speaker, Trainer, Author

What happens when a "guest" (visitor) encounters your center? Every encounter makes an impression. Each encounter holds the power to nurture your relationship or nick it, to build your destination brand or bruise it. Join us for this insightful keynote that will help you identify different categories of encounters and how each impacts the bottom line, ways to self-assess and improve the customer service you're providing, and high-impact opportunities to outshine the competition.
5:00pm - 6:30pm
Welcome Reception
Details +
Location: Kansas City Marriott Downtown
Monday September 30, 2019
7:30am - 5:00pm
8:00am - 9:00am
Networking Continental Breakfast & Gift Exchange
9:00am - 10:30am
Welcome & General Session
Details +
Destination Host Welcome
Jason Fulvi, CDME, President & CEO, Visit Kansas City

Becoming a Community Shared Value
Andreas Weissenborn, Senior Director of Research & Advocacy, Destinations International

Visitor Services Center Training Programs Panel
Facilitator: Brenda Carlson, Visitor Services Director, Visit Anchorage
  • Meredith Darden, CTE, Director of Visitor Services, Visit Corpus Christi
  • Danni Riley, Visitor Experience Manager, Fargo-Moorhead Convention & Visitors Bureau
  • Jodi LaPierre, PDM, Director of Visitor Experiences, Ithaca/Tompkins County Convention & Visitors Bureau
10:45am - 11:00am
Networking Break
11:00am - 11:30am
WOW Awards Presentation
11:30am - 12:30pm
WOW Awards Breakouts
12:30pm - 1:30pm
Networking Lunch
1:45pm - 3:00pm
General Session
Details +
VR Technology and Consumer Behavior Trends
3:00pm - 3:30pm
Networking Beverage Break
3:30pm - 4:30pm
60 Ideas in 60 Minutes
6:00pm - 8:00pm
Networking Dinner
Details +
Location: PBR Big Sky, Power and Light District
Tuesday October 1, 2019
8:00am - 9:00am
Networking Continental Breakfast
9:00am - 10:00am
General Session
Details +
How to Connect with LGBTQ Visitors: CMI's 23rd Annual LGBTQ Tourism Survey Report
Thomas Roth, Founder, EVP, Community Marketing & Insights, San Francisco, CA

LGBTQ visitors generate more than $100 billion each year in the United States alone. Tourism and visitor professionals should be prepared to leverage the evolving demographics and behaviors of these travelers to better serve LGBTQ visitors and capture increased market share. This presentation will provide an overview of LGBTQ travelers today, focusing on CMI's 23rd Annual LGBTQ Tourism Research study, including visitor profiles and communications best practices. Insights from this research will offer an in-depth understanding of LGBTQ visitors, as well as how to effectively reach and market to this demographic.
10:00am - 10:30am
Education Session
10:30am - 11:00am
Networking Beverage Break
11:00am - 12:00pm
Shirtsleeves Round 1
12:00pm - 1:15pm
Networking Lunch
1:30pm - 2:30pm
Shirtsleeves Round 2
1:45pm - 2:45pm
General Session
2:30pm - 2:45pm
Networking Beverage Break
3:00pm - 5:00pm
Learning Lab
Details +
Visit KC is proud of its Ambassador program and the way we train our representatives. During this off-site, immersive activity, you will be challenged to find locations along our free KC Streetcar route that highlight the diverse neighborhoods of Downtown Kansas City. The Visitor Center will be one of the stops along the way, where you can grab a beverage and a snack and learn a little more about "How We Do Kansas City."
5:00pm - 7:00pm
Return to Hotel/Dinner on your own
* Schedule subject to change.
2019 Visitor Services Summit
Member Price: $645.00 Please log in to your portal to get the member discount.
Kansas City
Kansas City Marriott Downtown
200 W 12th St
Kansas City, MO, USA

Block rate: $169/night
Cutoff date: September 7, 2019

To book, edit, or cancel your hotel reservation, please click here. You can also contact the hotel directly at 816-421-6800 and mention that you are with the Destinations International 2019 Visitor Services Summit to receive the group rate.