Sure, you have a website where people can find out about your organization; yet:

• • How do you communicate your purpose, so it resonates with different customers?
  • How can you improve member experiences to increase engagement?
  • How do you leverage technology and data to improve how you serve?

You think you’re customer centric. But your brand is more than a pretty picture.

You have designed a new logo, are proud of your website and homepage banner image, and share a beautiful annual report. You market membership and programs endlessly and are frustrated when members and prospects don’t see the value. Everything you have designed seems perfect. But design thinking isn’t about design, it’s about thinking.

Design thinking pushes us to focus on people — the users or customers we are creating for and it’s more than an image or product. Design is how we balance our mission, audience, and content. Design is user experience. How can you use design thinking to compel others to support your mission, improve customer experiences, and help your team work smarter?

Are you ready to engage through the eyes of your customers?

Guest Speaker:

Jonathan Packer, is Senior Vice President of Customer Experience at the Austin Chamber of Commerce, where he leads marketing, membership, and technology. He brings vision, leadership and hard work to maximize organizational performance and deliver exceptional customer experiences. Jonathan builds and leads teams that align with this purpose.

Prior to the Austin Chamber, Jonathan was Senior Vice President of Business Development for the Greater Killeen Chamber of Commerce and the Executive Director of the Upshur County Economic Development Corporation.

When he isn’t working, you’ll find Jonathan shooting hoops with his kid, golfing and spending as much time as possible in Southeast Asia.

Jonathan Packer, Senior Vice President of Customer Experience at the Austin Chamber of Commerce

Cathi Hight

Cathi Hight helps organizations manage constant change, develop customer loyalty and “work smarter, not harder.” She is the President of Hight Performance Group and author of The Member Retention Kit and A New Approach to Tiered Membership.  Hight Performance Group offers resources to help you attract, engage, and retain members. Cathi helps organizations stay relevant, deliver benefits that members value, and effectively communicate the value of membership.

Cathi has served as the Senior Vice President of Growth strategy and Investor Relations for the Greater Austin Chamber of Commerce and Vice President of the Chamber of Commerce of Hawaii (the state chamber). She has served on the board of directors for the Boulder Chamber in Colorado, Boulder Area Human Resources Association and the Austin Human Resources Management Association. Prior to starting Hight Performance Group in 2001, Cathi served as the national FastTrac Entrepreneurial Program Manager at the Kauffman Foundation, regional Sales & Marketing Manager for Dole Foods and Sales and Marketing Manager for Dean Foods in Honolulu.

Join Cathi Hight and guest speaker Jonathan Packer, Senior Vice President of Customer Experience at the Austin Chamber of Commerce, as we share how the Austin Chamber is transforming how it communicates, engages and measures success.