Blackbaud is undergoing an evolution with how it delivers Customer Success. What we deliver day-to-day is in a constant evolution. Chris delivers the Voice of the Customer as a new Customer Success Manager and will demonstrate the tailored and unique ways Customers can engage and partner with Success. It takes a while for the machine to work optimised for you. Let’s tweak the model together to bring massive value to you. Listen for what to expect from software providers, understand the data you hold, how to become digitally ready to advance and what impact we can make together on reporting, staffing and employee engagement.

Campus events are some of the most important tools for a university marketer and some forward-thinking institutions are now capitalising on new trends to engage with students online before and after their in-person events. Find out more about how they are using the opportunity to boost interest and applications, and why incorporating a virtual experience into your marketing plan the day before and after your event should be an essential part of your strategy. Revolution Viewing are in the unique and privileged position of having significant amounts of data about how prospective students and other stakeholders are interacting with universities online. We’ve spotted user trends and peaks in website traffic around key university events and we’re here to show you insights and learnings from this. Find out what users are looking for and engaging with, and how to capitalise on this. We will look at recent data from real university virtual experiences, showing you the sort of content that students are consuming, what is working particularly well and how you can use these insights to boost engagement and conversion on your own university website. There are some quick wins to make a difference as well as some longer-term actions that we’ve proven to increase performance across key website metrics. There will also be the chance to discuss best practice ideas with colleagues and friends in Higher Education and to speak to us about the kinds of ideas that would best align with your resources and approach. Leave with some best practice suggestions for combining the strengths of on and offline student recruitment along with up-to-the-minute insights into user behaviour online before and after some very recent Open Days.

From what on earth to use Google Analytics for (what's a UTM link anyways?!) to how to disrupt your audiences inbox with compelling emails, join Jonathan May and Kat Carter from Hubbub as they take you through the weird and wonderful learnings of online giving.

Mid-week plenary supported by Richmond Associates 

Events have changed forever. Habits have been broken and new ways of delivery have been established. In this new chapter of experimentation, institutions need to test and learn new approaches to enhance their event strategies, to meet evolving expectations and needs of their audiences (and event stakeholders).

Ask the experts in this audience session where we will tackle the burning questions every event professional faces - event strategy & design, virtual vs hybrid vs face-to-face, the use of technology, measuring success, gaining academic support and the role of the events manager. Using slido the audience will be able to vote and control the agenda of the session.

CASE and CEAC attendee institutions exist in a range of contexts in 2022 related to Equality, Diversity, and Inclusion (EDI). Leaders and communities place EDI – both organically and by choices and decisions made – along a continuum of organisational priorities and are on unique journeys, pacing, and levels of action. Current and prospective members of our communities, as a result, experience varied levels of belonging and engagement.

As leaders, we both reflect our contexts and can shape our contexts forward. Where are our organisations, where are we, and how will we choose to lead? This interactive session will work through some key phases and arenas of EDI dynamics, consider paths for focus and action, and help us frame our EDI approach as leaders.

We will first use a structured framework to assess and understand our organisational environments, market pressures and demographic shifts, and leadership directions and signals. Second, what might the various operating, financial, community and/or values imperatives be for EDI action in our realm? And third, what does this mean for each of us in the year ahead, as leaders or emerging leaders in our institutions?

In this interactive working session led by Deb Taft, a leading organizational and talent executive and CEO of Lindauer Global, we will dive into EDI dynamics and contexts and map our leadership paths forward.

I will be dealing with mechanisms on how the University of Navarra has been listening to stakeholders based on the data that we collected during the last 5 years, consisting of roughly 26.000 participants (prospective students, students and alumni). We will then share some learnings from this project and how our own stakeholders at the university perceive us, and how this knowledge can also be transformed into meaningful actions that will lead to an overall improvement of our core activities. I am certain that the session will generate a meaningful discussion about how these insights are relevant to other universities as well, towards a common understanding of metrics for measuring and managing university reputation.

Many fundraising offices in Europe, are surprisingly small or young or have experienced a significant break in fundraising operations.This workshop is designed to map the challenges of colleagues from various organizations, countries, and backgrounds in HE institutions. We believe that some of the key problems are comparable – as are lessons and solutions. Such a discussion would provide fertile ground for peer learning and the development of scalable and adaptable solutions.

We propose an interactive workshop with break-out working groups ensuring active participation to explore the top 3 to 5 issues mapped in the preceding plenary discussion. This will draw out some generalizations and potential ideas and will map out the issues experienced in different contexts as well as the actual job of fundraising itself.

Just as Kris Jenner is the mastermind behind the Kardashian-Jenner success, effective and strategic online community managers are the ones keeping online communities booming. Fair enough, that was maybe a bit much, but what is important to realise is that a team of any size or resource can be successful in launching and maintaining an online community if executed with intention, management strategy and overarching framework. In this session, we will present key pillars to achieving success in launching and maintaining an online community by providing specific examples from clients who have been in your shoes. 

In a post-pandemic world, the expectations and demands of students in relation to their learning and student experience has shifted significantly, Meanwhile, within our own institutions a drive for student-centred decision making and more authentic engagement with myriad student communities is accelerating. This session will explore how brand and communications professionals can navigate this challenging terrain, exploring brand propositions and narratives, student values and charters, engagement strategies, and evaluation frameworks. Brand & Reputation founder – and former University Executive Director – Michael Lavery will steer you through a fast-paced session, highlighting his work with institutions from across the globe.