If you have ever updated an automated workflow at 10 p.m., asked "what’s the real root cause here?" in a meeting that wasn't yours, or served as the unofficial translator between Finance and IT - this summit was built for exactly for you.

The 2025 Business Operations Summit in Jackson, Mississippi, last week brought together the people who keep our destinations running—not just smoothly, but strategically. As this year’s emcee (and a very enthusiastic ops nerd), I had a front-row seat to two days of candid conversations, powerhouse panels, and more than a few “I thought it was just us!” moments.

Below are five reflections from the summit—not just what we talked about, but why it matters and how the takeaways from our Biz Ops community might be the thing you need to help move your work forward.  

1. DEI Work Isn’t Going Away - It’s Getting Smarter

Session: The Changing Regulatory Landscape for DEI Programs 

As funding models shift and legal scrutiny intensifies, DEI leaders are being asked not just to deliver impact, but to defend it.

Panelists from Discover Durham, Visit Baltimore, and Visit Jackson made one thing clear: the commitment is still there, but the strategy must evolve.

Takeaway:

• Know your why, know your audience, and be prepared to speak in both human and compliance language.
• Cross-functional buy-in, especially from finance and legal, is non-negotiable.
• Set up those Google alerts to get real-time updates in your destination on any changes in legislation around DEI  

As Mia Blom, Senior Director of Government & Community Affairs at Visit Baltimore, noted. “TOURISM IS NON-PARTISAN!” You bet I wrote this down in ALL CAPS.  

2. Outsourcing is a Partnership, Not a Hand-Off

Session: Outsourcing: Who’s Your Champion? 

Let’s be honest: we’ve all had that “I could have done it faster myself” moment. But as several panelists shared, successful outsourcing hinges on having a strong internal champion -someone who owns the outcomes, not just the contract.

Standout Tip from Visit Spokane: 

When outsourcing accounting, keep weekly check-ins—not just for updates, but also to align priorities, flag risks and maintain trust in the relationship. 

Action Step: 

Before outsourcing a process, clarify who’s responsible for performance internally. Champion ≠ cheerleader. This insider should have decision-making power and budget insight. 

3. Futureproofing Starts with People, Not Plans

Sessions: Building a Culture of Professional Development 

What does it mean to “future-proof” an organization? For many destinations, it starts with the people already on your team.

From Visit Corpus Christi’s intentional growth pathways to Destin–Fort Walton Beach’s low-cost staff training partnerships, the theme was clear: development is a strategic investment and not just a side project from HR.

A few ideas to borrow:

• Look into local universities or chambers to access low-cost leadership training that may already exist.
• Have ongoing conversations with your colleagues and team members about their own professional development. Ask questions! The answers you get may be different than what you expected. Then, take action so your teams know you are invested in their development. You are sure to reap the benefits of a staff that feels seen, heard, and valued.  
• Get creative with no-cost peer-led learning — brown bags, mentorship circles or even “learning sprints” tied to annual goals.

As one panelist put it: “We don’t wait for people to grow accidentally — we build systems that make it happen on purpose.” 

4. Multigenerational Teams Need More Than Icebreakers

Session: Bridging the Gap: Leading a Multigenerational Workforce 

From Gen Z’s Slack fluency to Boomers’ love of email, managing across generations requires more than just adapting your communication tools. It’s all about shifting your leadership mindset.

Panelists emphasized the need for clarity around roles, feedback and value alignment. It’s not about fixing one generation’s habits; it’s about understanding what each group needs to thrive.

Pro tip: One DMO uses “working styles profiles” to help teams name their preferences and reduce friction—not just between generations, but across functions. 

5. Crisis Response is a Team Sport - and a Test of Culture

Session: When the Worst Happens: Responding to a Breach or Compromise Across Your Organization 

If you left this session and changed your password, you weren’t alone. From ransomware attacks to phishing schemes, destination organizations are increasingly being targeted. Recovery doesn’t just rely on stronger locks; it relies on trust, communication and cross-functional coordination.  

Key insights from Visit Pittsburgh + Little Rock CVB:

• CYBER INSURANCE. This is non-negotiable.  
• The first 48 hours matter most - and require clear role clarity across IT, Finance, and HR
• What redundancies do you have in place to assist with internal and external communications when you cannot access your compromised work email account?  

Takeaway: 

You don’t rise to the occasion - you fall to the level of your systems. Build them now.  

Final Thought: We’re Not Alone (Even When It Feels Like It)

Throughout the summit, whether we were talking about AI strategy, budget cuts, or reconciling vendor invoices at midnight, the same truth kept surfacing: operations leaders often sit in the in-between - not always in the spotlight, but always critical to the show.

What made this summit special was the shared understanding in the room—that ops work is people work. It is resilience work. It is community work.

And maybe most importantly - we’re better when we don’t do it alone.

Whether you left Jackson with a new tool, a new contact, or just a sense of being seen - I hope you also left remembering that the work you do matters. I hope to see you when we are back at it together again next year in Oklahoma City.

Pack your boots! I will see you there.