The Marketing, Communications & Customer Experience Workshop focuses on all aspects of public transportation marketing and communications, including media relations, customer experience, social media, ridership initiatives, and best practices.
| Sunday, Feb 23, 2025 |
Sunday, Feb 23, 2025
1:00 PM - 6:00 PM PST
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Location: Atlantic I, II (2nd Floor) |
Location: Atlantic I, II (2nd Floor) |
2025022313:0018:00 000 | SUN, FEB 23 |
02E5C388-3875-EF11-8102-B95C44E1822F |
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| Tuesday, Feb 25, 2025 |
Tuesday, Feb 25, 2025
8:00 AM - 11:30 AM PST
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Location: Atlantic I, II (2nd Floor) |
Location: Atlantic I, II (2nd Floor) |
2025022508:0011:30 000 | TUE, FEB 25 |
02E5C388-3875-EF11-8102-B95C44E1822F |
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| Monday, Feb 24, 2025 |
Monday, Feb 24, 2025
7:00 AM - 11:00 AM PST
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Location: Atlantic I, II (2nd Floor) |
Location: Atlantic I, II (2nd Floor) |
2025022407:0011:00 000 | MON, FEB 24 |
02E5C388-3875-EF11-8102-B95C44E1822F |
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| Tuesday, Feb 25, 2025 |
Tuesday, Feb 25, 2025
1:00 PM - 3:30 PM PST
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Location: Atlantic I, II (2nd Floor) |
Location: Atlantic I, II (2nd Floor) |
2025022513:0015:30 000 | TUE, FEB 25 |
02E5C388-3875-EF11-8102-B95C44E1822F |
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| Monday, Feb 24, 2025 |
Monday, Feb 24, 2025
2:00 PM - 4:00 PM PST
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Location: Atlantic I/II, 2nd Floor |
Location: Atlantic I/II, 2nd Floor |
2025022414:0016:00 000 | MON, FEB 24 |
02E5C388-3875-EF11-8102-B95C44E1822F |
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| Sunday, Feb 23, 2025 |
Sunday, Feb 23, 2025
2:00 PM - 4:00 PM PST
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Location: Pacific I, II (2nd Floor) |
Location: Pacific I, II (2nd Floor) |
2025022314:0016:00 000 | SUN, FEB 23 |
02E5C388-3875-EF11-8102-B95C44E1822F 04E5C388-3875-EF11-8102-B95C44E1822F |
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| Monday, Feb 24, 2025 |
Monday, Feb 24, 2025
10:30 AM - 11:45 AM PST
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Employee Communications
Employee Communication is an important channel for fostering two-way dialogue between senior leadership and frontline teams in an organization. It can provide a platform to share thoughts insights, constructive criticism, boost morale, driver personal or professional growth, and much more! Hear about best practices in this area from your transit industry peers. From large scale organizations with complex layered communication messages to getting messages into the hands of the people who need it to using the channel as a way to build your employer brand. We will explore a diverse mix of stories and experiences that can inform your own internal employee communication practices.
Speaker(s): Moderator: Mitun Seguin, Vice President of Marketing and Communications, Transdev Panelist: Mira Sleilati, Director, Internal Communications, Metropolitan Transportation Authority (MTA) Panelist: Adriana Hemzacek, Marketing Director, Icomera Panelist: Mary Miller, Assistant Director, Communications, Central Ohio Transit Authority (COTA) Panelist: April DeVito, Sr. Product Manager, Innovation, Central Ohio Transit Authority (COTA)Location: Pacific I, II (2nd Floor) |
Location: Pacific I, II (2nd Floor) |
2025022410:3011:45 000 | MON, FEB 24 |
02E5C388-3875-EF11-8102-B95C44E1822F 0AE5C388-3875-EF11-8102-B95C44E1822F |
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| Monday, Feb 24, 2025 |
Monday, Feb 24, 2025
12:15 PM - 2:15 PM PST
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General Session: Lunch & Learn by System Size (MEGA)
Grab a boxed lunch from the Promenade (2nd Floor) and head to one of four rooms that correspond with your agency’s size – small, medium, large, or mega. It’s an ideal opportunity to discuss challenges your system encounters, your insights, successes – and failures – with your fellow marketing and communications colleagues.
~ MEGA SYSTEMS (More than 50 million passenger trips annually) Facilitator: Veronica Battisti | Room: Pacific I,II (2nd Floor) Speaker(s): Facilitator: Veronica Battisti, Sr. Director, Communications & Marketing, Maryland Transit AdministrationLocation: Pacific I, II (2nd Floor) |
Location: Pacific I, II (2nd Floor) |
2025022412:1514:15 000 | MON, FEB 24 |
02E5C388-3875-EF11-8102-B95C44E1822F 08E5C388-3875-EF11-8102-B95C44E1822F |
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| Monday, Feb 24, 2025 |
Monday, Feb 24, 2025
4:15 PM - 5:30 PM PST
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Innovative Transit Outreach: Reaching Tomorrow’s Customers Today & Transformational Service Change Tactics
Explore cutting-edge strategies to effectively connect with collegiate and youth communities in transit, ensuring a seamless experience for the next generation of customers. This session dives into actionable insights to enhance and improve access, and create a lasting impact on the campus transit system. Uncover successful youth engagement programs designed to build meaningful connections with young customers and inspire long-term loyalty. Additionally, gain helpful insights into innovative campaigns used to communicate significant service changes during launches and redesigns, highlighting best practices for outreach and marketing. Whether you’re designing a fresh initiative or fine-tuning existing efforts, this session equips you with practical tools, real-world examples, and creative approaches to reshape your youth outreach strategy.
Speaker(s): Moderator: Ted Zimmerman, Vice President Marketing & Communications, Bi-State Development Agency (dba Metro) Panelist: Genevieve Carrillo, Community Relations and Marketing Manager, Whatcom Transportation Authority Panelist: Janice Kuhn, Marketing Specialist, OMNITRANS Panelist: Chelsea Ongaro, Public Engagement Program Manager, Snohomish County Public Transportation Benefit Area Corporation (dba Community Transit)Location: Pacific I, II (2nd Floor) |
Location: Pacific I, II (2nd Floor) |
2025022416:1517:30 000 | MON, FEB 24 |
02E5C388-3875-EF11-8102-B95C44E1822F 0AE5C388-3875-EF11-8102-B95C44E1822F |
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| Tuesday, Feb 25, 2025 |
Tuesday, Feb 25, 2025
11:00 AM - 11:30 AM PST
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Location: Promenade (2nd Floor) |
Location: Promenade (2nd Floor) |
2025022511:0011:30 000 | TUE, FEB 25 |
02E5C388-3875-EF11-8102-B95C44E1822F |
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| Tuesday, Feb 25, 2025 |
Tuesday, Feb 25, 2025
7:00 AM - 8:00 AM PST
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Location: Promenade (2nd Floor) |
Location: Promenade (2nd Floor) |
2025022507:0008:00 000 | TUE, FEB 25 |
02E5C388-3875-EF11-8102-B95C44E1822F |
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| Monday, Feb 24, 2025 |
Monday, Feb 24, 2025
10:00 AM - 10:30 AM PST
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Location: Promenade (2nd Floor) |
Location: Promenade (2nd Floor) |
2025022410:0010:30 000 | MON, FEB 24 |
02E5C388-3875-EF11-8102-B95C44E1822F |
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| Tuesday, Feb 25, 2025 |
Tuesday, Feb 25, 2025
9:15 AM - 9:45 AM PST
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Location: Promenade (2nd Floor) |
Location: Promenade (2nd Floor) |
2025022509:1509:45 000 | TUE, FEB 25 |
02E5C388-3875-EF11-8102-B95C44E1822F |
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| Wednesday, Feb 26, 2025 |
Wednesday, Feb 26, 2025
7:30 AM - 8:30 AM PST
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Location: Promenade (2nd Floor) |
Location: Promenade (2nd Floor) |
2025022607:3008:30 000 | WED, FEB 26 |
02E5C388-3875-EF11-8102-B95C44E1822F |
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| Tuesday, Feb 25, 2025 |
Tuesday, Feb 25, 2025
1:15 PM - 1:30 PM PST
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Location: Promenade (2nd Floor) |
Location: Promenade (2nd Floor) |
2025022513:1513:30 000 | TUE, FEB 25 |
02E5C388-3875-EF11-8102-B95C44E1822F |
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| Monday, Feb 24, 2025 |
Monday, Feb 24, 2025
11:45 AM - 12:15 PM PST
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Location: Promenade (2nd Floor) |
Location: Promenade (2nd Floor) |
2025022411:4512:15 000 | MON, FEB 24 |
02E5C388-3875-EF11-8102-B95C44E1822F |
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| Wednesday, Feb 26, 2025 |
Wednesday, Feb 26, 2025
9:45 AM - 10:15 AM PST
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Location: Promenade (2nd Floor) |
Location: Promenade (2nd Floor) |
2025022609:4510:15 000 | WED, FEB 26 |
02E5C388-3875-EF11-8102-B95C44E1822F |
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| Monday, Feb 24, 2025 |
Monday, Feb 24, 2025
6:00 PM - 7:00 PM PST
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Networking Meet Up
*light appetizers and cash bar will be available
Join old friends and make new ones. Talk shop or just shoot the breeze. Expand your network of transit industry peers and find dinner partners for a night out in Long Beach. Location: Promenade (2nd Floor) |
Location: Promenade (2nd Floor) |
2025022418:0019:00 000 | MON, FEB 24 |
02E5C388-3875-EF11-8102-B95C44E1822F |
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| Monday, Feb 24, 2025 |
Monday, Feb 24, 2025
2:15 PM - 2:30 PM PST
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Location: Promenade (2nd Floor) |
Location: Promenade (2nd Floor) |
2025022414:1514:30 000 | MON, FEB 24 |
02E5C388-3875-EF11-8102-B95C44E1822F |
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| Monday, Feb 24, 2025 |
Monday, Feb 24, 2025
4:00 PM - 4:15 PM PST
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Location: Promenade (2nd Floor) |
Location: Promenade (2nd Floor) |
2025022416:0016:15 000 | MON, FEB 24 |
02E5C388-3875-EF11-8102-B95C44E1822F |
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| Wednesday, Feb 26, 2025 |
Wednesday, Feb 26, 2025
11:30 AM - 11:40 AM PST
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Location: Promenade (2nd Floor) |
Location: Promenade (2nd Floor) |
2025022611:3011:40 000 | WED, FEB 26 |
02E5C388-3875-EF11-8102-B95C44E1822F |
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| Tuesday, Feb 25, 2025 |
Tuesday, Feb 25, 2025
4:15 PM - 4:30 PM PST
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Location: Promenade (2nd Floor) |
Location: Promenade (2nd Floor) |
2025022516:1516:30 000 | TUE, FEB 25 |
02E5C388-3875-EF11-8102-B95C44E1822F |
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| Sunday, Feb 23, 2025 |
Sunday, Feb 23, 2025
6:00 PM - 7:00 PM PST
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Location: Promenade (2nd Floor) |
Location: Promenade (2nd Floor) |
2025022318:0019:00 000 | SUN, FEB 23 |
02E5C388-3875-EF11-8102-B95C44E1822F |
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| Tuesday, Feb 25, 2025 |
Tuesday, Feb 25, 2025
2:45 PM - 3:00 PM PST
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Location: Promenade (2nd Floor) |
Location: Promenade (2nd Floor) |
2025022514:4515:00 000 | TUE, FEB 25 |
02E5C388-3875-EF11-8102-B95C44E1822F |
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| Monday, Feb 24, 2025 |
Monday, Feb 24, 2025
7:00 AM - 8:00 AM PST
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Location: Promenade (2nd Floor) |
Location: Promenade (2nd Floor) |
2025022407:0008:00 000 | MON, FEB 24 |
02E5C388-3875-EF11-8102-B95C44E1822F |
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| Tuesday, Feb 25, 2025 |
Tuesday, Feb 25, 2025
9:45 AM - 11:00 AM PST
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Economic Impact Storytelling
It's crucial to tell stories of transit investments that bring economic development in order to maintain future support from the community and decision makers. Come learn some different approaches to this type of storytelling in St. Louis and Charotte.
Speaker(s): Moderator: Adam Shumaker, Principal, AS3 Storytelling Panelist: Ted Zimmerman, Vice President Marketing & Communications, Bi-State Development Agency (dba Metro) Panelist: Catherine Kummer, Interim Director, Marketing and Communications, Charlotte Area Transit System Panelist: Thomas Doyle, Vice President, Communications & Marketing, American Public Transportation AssociationLocation: Catalina (2nd Floor) |
Location: Catalina (2nd Floor) |
2025022509:4511:00 000 | TUE, FEB 25 |
02E5C388-3875-EF11-8102-B95C44E1822F 0AE5C388-3875-EF11-8102-B95C44E1822F |
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| Tuesday, Feb 25, 2025 |
Tuesday, Feb 25, 2025
3:00 PM - 4:15 PM PST
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COO Roundtable
Understand the the direct relationship between operations and customer experience with an appreciation for how operational challenges are are the root of issues that often plague customers. Leveraging, data, analytics and storytelling, agencies can better understand root causes and develop countermeasures to better inform customers.
Speaker(s): Moderator: Roan Bennett, Vice President, Planning, Cambridge Systematics, Inc. Panelist: Sean Adgerson, Deputy Director, Chief Operations Officer, Miami-Dade Transit Panelist: Lee Burner, Executive Director/VP Transit Service Delivery & Planning, Long Beach Transit Panelist: Charles Reeves, Chief Transportation Officer, Pittsburgh Regional Transit (PRT)Location: Catalina (2nd Floor) |
Location: Catalina (2nd Floor) |
2025022515:0016:15 000 | TUE, FEB 25 |
02E5C388-3875-EF11-8102-B95C44E1822F 08E5C388-3875-EF11-8102-B95C44E1822F |
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| Monday, Feb 24, 2025 |
Monday, Feb 24, 2025
2:30 PM - 4:00 PM PST
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Marketing Exchange & Roundtables
Meet with your peers at topic-specific, moderated roundtables. Discuss the latest issues and gain new perspectives on a variety of topics impacting your organization. Participants also can “shop” the Exchange and collect sample materials and giveaways.
TABLE TOPICS Table 1: Creating A Customer Experience Culture - Aaron Weinstein Table 2: Community-based Organizations Partnership Best Practices/Brainstorming - Allison Mannos Table 3: Launching and Marketing Tourist-oriented Services - Amanda Baird Table 4: How to Communicate with Diverse Audiences - Arantxa Chavarria Table 5: Rider Feedback: Resources and Best Practices - Beth Resta Table 6: Customer Outreach - Betsy Hinojosa Table 7: Communicating Detours to the Public - Brandon Anderson Table 8: Community Engagement - Chelsea Ongaro Table 9: Providing Materials in Multiple Languages for Riders - Christina Bonilla-Barboza Table 10: World Class Transit CX for Mega Events - Cody Kraatz Table 11: The Impact of Multiple Fare Payment Methods on the Customer Experience - Dainon Setzer Table 12: The Benefits of a Transit Ambassador Program for Outreach - Deanna Lambert Table 13: Fare Collections - Erika Ehmsen Table 14: Public Relations/Media Relations - Healther Barnum Table 15: Measuring Customer Experience and Strategizing Around the Results - James Rubin Table 16: Ideas for Promoting Transit Through Civic Engagement - Jami Gaudet Table 17: Pitching News Stories to Local and National Media - Jeff Pullin Table 18: Making Transit Amenities Glamorous - Jennifer Turner Table 19: Rider Engagement through Data Analytics - Jordan Pascale Table 20: ADA Compliance Communications - Kelder Marie Summers Table 21: Communicating to Deskless Workers - Lillian Willis Table 22: Transit Advertising - Maria Starnes Table 23: In-house Advertising - Marissa Adams Table 24: Storytelling - Michelle Robertson Table 25: Employee Communications and Engagement - Mira Sleilati Table 26: Social Media - Monica Bouldin Table 27: Handling Customer Complaints - Orlando Toatley Table 28: Real-time Passenger Information - Ritesh Warade Table 29: The Intergration of Operational KPIs into CX Departments - Roan Bennett Table 30: Crisis Planning and Crisis Communications - Thomas Becher Speaker(s): Speaker: Aaron Weinstein, Executive Consultant, Transit CX Speaker: Allison Mannos, Senior Manager, Community Relations, Los Angeles County Metropolitan Transportation Authority Speaker: Amanda Baird, Director of Communications and Marketing, Pinellas Suncoast Transit Authority (PSTA) Speaker: Arantxa Chavarria, Manager, Communications and Marketing, Long Beach Transit Speaker: Beth Resta, Partnerships, Transit app Speaker: Elizabeth (Betsy) Hinojosa (formerly Morrison), Business Program Manager - Communications and Engagement, Regional Transportation District Speaker: Brandon Anderson, Communications Specialist, Des Moines Area Regional Transit Authority - DART Speaker: Chelsea Ongaro, Public Engagement Program Manager, Snohomish County Public Transportation Benefit Area Corporation (dba Community Transit) Speaker: Christina Bonilla, Language Access Program Manager, Tri-County Metropolitan Transportation District of Oregon (TriMet) Speaker: Cody Kraatz, CEO, SimplifyTransit Speaker: Dainon Setzer, Business Development Manager, Spokane Transit Authority Speaker: Deanna Lambert, Public Engagement Manager, STV Incorporated Speaker: Erika Ehmsen, CXO (Customer Experience Officer), Xentrans Speaker: Heather Barnum, Chief Communications Officer, Utah Transit Authority Speaker: James Rubin, TransPro Consulting Speaker: Jami Gaudet, Public Information Officer, Macon-Bibb County Transit Authority Speaker: Jeff Pullin, Director, Public & Media Relations, Central Ohio Transit Authority Speaker: Jennifer Turner, Manager of Transit Amenities, Pittsburgh Regional Transit (PRT) Speaker: Jordan Pascale, Media Relations Manager, Washington Metropolitan Area Transit Authority (WMATA) Speaker: Kelder Summers, Regional Transit Authority Speaker: Lillian Willis, Communications Coordinator, Metropolitan Government of Nashville-Davidson County Speaker: Maria Starnes, Director, Transit Business Development, Lamar Transit, LLC Speaker: Marissa Adams, Advertising Specialist, Champaign-Urbana Mass Transit District Speaker: Michelle Robertson, Principal Marketing Representative, San Francisco Bay Area Rapid Transit District Speaker: Mira Sleilati, Director, Internal Communications, Metropolitan Transportation Authority (MTA) Speaker: Monica Bouldin, Deputy Chief, Customer Experience, Los Angeles County Metropolitan Transportation Authority Speaker: Orlando Toatley, Marketing and Communications Specialist, Rockford Mass Transit District Speaker: Ritesh Warade, General Manager, Transit, Swiftly, Inc. Speaker: Roan Bennett, Vice President, Planning, Cambridge Systematics, Inc. Speaker: Thomas Becher, Communications Manager, Hampton Roads TransitLocation: Catalina (2nd Floor) |
Location: Catalina (2nd Floor) |
2025022414:3016:00 000 | MON, FEB 24 |
02E5C388-3875-EF11-8102-B95C44E1822F 08E5C388-3875-EF11-8102-B95C44E1822F |
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| Tuesday, Feb 25, 2025 |
Tuesday, Feb 25, 2025
4:30 PM - 5:45 PM PST
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AI/Technology
You can't escape AI and technology, so come learn how transit agencies are using these recent advancements to their advantage!
Speaker(s): Moderator: Chris Filippi, Communications Officer, San Francisco Bay Area Rapid Transit District Panelist: Lucien Liz-Lepiorz, Senior Product Manager, Customer Experience, Chicago Transit Authority Panelist: Ryan Armstrong, Department Manager, Marketing and Customer Engagement, Orange County Transportation Authority Panelist: Zach Hernandez, Director of Client Engagement, AlphaVu Panelist: Sydney Scardino, Vice President of Marketing, Metropolitan Transit Authority of Harris County (Houston Metro)Location: Catalina (2nd Floor) |
Location: Catalina (2nd Floor) |
2025022516:3017:45 000 | TUE, FEB 25 |
02E5C388-3875-EF11-8102-B95C44E1822F 0AE5C388-3875-EF11-8102-B95C44E1822F |
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| Tuesday, Feb 25, 2025 |
Tuesday, Feb 25, 2025
1:30 PM - 2:45 PM PST
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OUTREACH Big Changes
From major service adjustments and schedule changes to the development of new routes and funding models, this session will explore best practices for communicating “big changes” within your agency. Panelists will describe effective outreach strategies that will help your agency better understand the evolving needs of the diverse communities you serve, so when the big change at last arrives, your stakeholders are educated, engaged, and ready for the future.
Speaker(s): Moderator: Jami Gaudet, Public Information Officer, Macon-Bibb County Transit Authority Panelist: Sarah McQuaide, Director, Marketing & Engagement, Central Ohio Transit Authority (COTA) Panelist: Jeff Pullin, Director, Public & Media Relations, Central Ohio Transit Authority Panelist: KaSondra Wiederich, Senior Marketing Specialist, Minnesota Valley Transit Authority (MVTA) Panelist: Sue Christiansen, Marketing & Media Relations Manager, Regional Transportation Commission of Southern Nevada Panelist: Joya Stetson, Planning and Public Outreach Manager, Minnesota Valley Transit Authority (MVTA)Location: Catalina (2nd Floor) |
Location: Catalina (2nd Floor) |
2025022513:3014:45 000 | TUE, FEB 25 |
02E5C388-3875-EF11-8102-B95C44E1822F 0AE5C388-3875-EF11-8102-B95C44E1822F |
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| Wednesday, Feb 26, 2025 |
Wednesday, Feb 26, 2025
8:30 AM - 9:45 AM PST
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Transit Advertising
Hear from five different transit systems about their experiences with transit advertising. Then you can meet representatives from different advertising companies to learn how transit advertising can provide mutual benefit to transit agencies.
Speaker(s): Moderator: Glen Becerra, Principal, Becerra Strategies Panelist: Marissa Adams, Advertising Specialist, Champaign-Urbana Mass Transit District Panelist: Glenn Miller, Director of Marketing, Trinity Metro Panelist: Ryan Wheaton, Chief Planning Officer, Planning & Community Development, Pierce Transit Panelist: Michelle Morgan, Marketing & Communications Manager, OMNITRANS Panelist: Tevarius Foster, Director of Customer Experience, Birmingham-Jefferson County Transit Authority (MAX) Panelist: Amanda Hare, Marketing & Communications Manager, Birmingham-Jefferson County Transit Authority (MAX) Panelist: Casey Sexton, President, Lamar Transit, LLC Panelist: Damian Gutierrez, Vice President, Head of Transit Development, Outfront Media Panelist: Evan Gordon, Senior Vice President, Mesmerize Panelist: Logan Mayer, SVP, Strategic Partnerships, Vector Media Panelist: Jason Klare, President, AdsposureLocation: Catalina (2nd Floor) |
Location: Catalina (2nd Floor) |
2025022608:3009:45 000 | WED, FEB 26 |
02E5C388-3875-EF11-8102-B95C44E1822F 0AE5C388-3875-EF11-8102-B95C44E1822F |
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| Wednesday, Feb 26, 2025 |
Wednesday, Feb 26, 2025
10:15 AM - 11:30 AM PST
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Increasing Ridership
“Ridership, Ridership, Ridership” is a rallying cry for every marketing team. Learn about unique efforts being made across the country to incorporate partnerships, customer experience and limited budgets in innovative ways while addressing your primary ridership goals.
Speaker(s): Moderator: Nicole Ramos, Director of Marketing & Communications, OMNITRANS Panelist: Tim Healy, Marketing Director, Sound Transit Panelist: Glenn Miller, Director of Marketing, Trinity MetroLocation: Catalina (2nd Floor) |
Location: Catalina (2nd Floor) |
2025022610:1511:30 000 | WED, FEB 26 |
02E5C388-3875-EF11-8102-B95C44E1822F 0AE5C388-3875-EF11-8102-B95C44E1822F |
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| Tuesday, Feb 25, 2025 |
Tuesday, Feb 25, 2025
11:30 AM - 1:15 PM PST
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AdWheel Awards Luncheon
Join us for lunch as we honor the 2025 First Place AdWheel Award winners.
Awards will be presented in three categories: ~ Best Marketing and Communications on Workforce Development ~ Best Marketing and Communications to Support Ridership or Sales ~ Best Marketing and Communications Educational Initiative (Non-Workforce Development) Come celebrate your fellow public transit communicators for their exceptional work. Location: International 1-5 (2nd Floor) |
Location: International 1-5 (2nd Floor) |
2025022511:3013:15 000 | TUE, FEB 25 |
02E5C388-3875-EF11-8102-B95C44E1822F 08E5C388-3875-EF11-8102-B95C44E1822F |
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| Monday, Feb 24, 2025 |
Monday, Feb 24, 2025
8:00 AM - 10:00 AM PST
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Opening General Session featuring Keynote Address
Come help us kick off APTA’s 2025 Marketing, Communications & Customer Experience Workshop. Hear from APTA leadership, our host, Long Beach Transit, and our featured speaker Eli Lipmen. Speaker(s): Presiding: Jaime Kazlo, Chair, APTA Marketing, Communications & Customer Experience Committee; and Director of Corporate Communications, Capital District Transportation Authority (CDTA) Host: Kenneth A. McDonald, President and CEO, Long Beach Transit President's Welcome: Paul P. Skoutelas, President and CEO, American Public Transportation Association Video Remarks: MJ Maynard, Chair, APTA; and Chief Executive Officer, RTC of Southern Nevada Featured Speaker: Eli Lipmen, Executive Director, Move LA Featured Speaker: Jason Wise, Certified California Naturalist, Environmental Educator, Conservationist, Trail Guide, jasonjourneymanLocation: International 1-5 (2nd Floor) |
Location: International 1-5 (2nd Floor) |
2025022408:0010:00 000 | MON, FEB 24 |
02E5C388-3875-EF11-8102-B95C44E1822F 08E5C388-3875-EF11-8102-B95C44E1822F |
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| Tuesday, Feb 25, 2025 |
Tuesday, Feb 25, 2025
3:00 PM - 4:15 PM PST
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Crisis Communications
Large-scale crisises test the best communications among us. Learn how these transit agencies have tackled big incidents head on and see what worked well and what didn't.
Speaker(s): Moderator: Brandi Childress, Transit Practice Leader, Kimley-Horn and Associates, Inc. Panelist: Courtney Mims, Director of Media Relations, Maryland Transit Administration Panelist: Pam Krebs, Executive Officer, Communications, Los Angeles County Metropolitan Transportation Authority Panelist: Mike Williams, Manager, Corporate Communications, Delaware River Port AuthorityLocation: International 1-5 (2nd Floor) |
Location: International 1-5 (2nd Floor) |
2025022515:0016:15 000 | TUE, FEB 25 |
02E5C388-3875-EF11-8102-B95C44E1822F 0AE5C388-3875-EF11-8102-B95C44E1822F |
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| Monday, Feb 24, 2025 |
Monday, Feb 24, 2025
12:15 PM - 2:15 PM PST
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General Session: Lunch & Learn by System Size (MEDIUM)
Grab a boxed lunch from the Promenade (2nd Floor) and head to one of four rooms that correspond with your agency’s size – small, medium, large, or mega. It’s an ideal opportunity to discuss challenges your system encounters, your insights, successes – and failures – with your fellow marketing and communications colleagues.
~ MEDIUM SYSTEMS (More than 3 million, but fewer than 15 million passenger trips annually) Facilitator: Jessica Olson | Room: International 1-5 (2nd Floor) Speaker(s): Facilitator: Jessica Olson, Director of Communications & Training, Greater Dayton Regional Transit AuthorityLocation: International 1-5 (2nd Floor) |
Location: International 1-5 (2nd Floor) |
2025022412:1514:15 000 | MON, FEB 24 |
02E5C388-3875-EF11-8102-B95C44E1822F 08E5C388-3875-EF11-8102-B95C44E1822F |
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| Tuesday, Feb 25, 2025 |
Tuesday, Feb 25, 2025
4:30 PM - 5:30 PM PST
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Customer Experience Forum
Get on the Customer Experience (CX) bandwagon and join APTA CX Forum co-chairs Aaron Weinstein and Rhonda Allen for a lively discussion about the state of CX in transit. Whether you are in marketing, communication, or customer experience, this is a chance to hear from your colleagues and talk about challenges and successes staff face when trying to improve Customer Experiences.
Speaker(s): Facilitator: Aaron Weinstein, Executive Consultant, Transit CX Facilitator: Rhonda Allen, Chief Customer Experience Officer, Metropolitan Atlanta Rapid Transit AuthorityLocation: International 1-5 (2nd Floor) |
Location: International 1-5 (2nd Floor) |
2025022516:3017:30 000 | TUE, FEB 25 |
02E5C388-3875-EF11-8102-B95C44E1822F 08E5C388-3875-EF11-8102-B95C44E1822F |
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| Tuesday, Feb 25, 2025 |
Tuesday, Feb 25, 2025
8:00 AM - 9:15 AM PST
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Designing Emotionally-Driven Brands
Successful branding goes beyond visuals—it resonates with your audience on an emotional level. Join us for an engaging session on the art of purpose-driven marketing design. Tailored for marketing professionals, creative directors, designers, and communication managers, this workshop will explore strategies to infuse emotion into your branding and communications.
Speaker(s): Moderator: Maria Starnes, Director, Transit Business Development, Lamar Transit, LLC Panelist: Drew Watts, Creative Director, HDR Panelist: Heather Barnum, Chief Communications Officer, Utah Transit Authority Panelist: Amanda Baird, Director of Communications and Marketing, Pinellas Suncoast Transit Authority (PSTA)Location: International 1-5 (2nd Floor) |
Location: International 1-5 (2nd Floor) |
2025022508:0009:15 000 | TUE, FEB 25 |
02E5C388-3875-EF11-8102-B95C44E1822F 0AE5C388-3875-EF11-8102-B95C44E1822F |
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| Wednesday, Feb 26, 2025 |
Wednesday, Feb 26, 2025
8:30 AM - 9:45 AM PST
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Social Media: Maximizing Local Creators for Influence and Awareness
"My favorite creator took the bus to their event? That’s so cool!" Influencer and creator marketing has become a powerful tool for boosting ridership, no matter the size of your agency. This session will explore how to build an effective creator program, highlighting both the successes and challenges agencies have encountered along the way.
Speaker(s): Moderator: Zack Farmer, Marketing/Communications Administrator, Alameda-Contra Costa Transit District Panelist: Royall Bryan, Digital Media Specialist, Hampton Roads Transit Panelist: Sheri Candler, Marketing Manager II, Marketing and Partnerships, Southern California Regional Rail Authority-Metrolink Panelist: Isabelle Hitzel, Marketing Campaign Manager, Community TransitLocation: International 1-5 (2nd Floor) |
Location: International 1-5 (2nd Floor) |
2025022608:3009:45 000 | WED, FEB 26 |
02E5C388-3875-EF11-8102-B95C44E1822F 0AE5C388-3875-EF11-8102-B95C44E1822F |
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| Wednesday, Feb 26, 2025 |
Wednesday, Feb 26, 2025
10:15 AM - 11:30 AM PST
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Tapping Rideshare To Help Mitigate Cancelled Services And Help Riders Get To Their Destination
Cancellations and major service delays are Customer Experience "moments of truth" for transit agencies and their riders. Suppose you are waiting at a bus stop to pick up your kids at daycare. All of a sudden, your phone buzzes to tell you that the bus was canceled due to a driver shortage and the next scheduled bus won't come for at least 45 minutes. This is dreadful because the kids will be hungry and tired, plus the daycare charges a $50 penalty for late pickups. Fortunately, transit agencies now have innovative options to remedy these types of situations for transit riders. Hear about two transit agencies that offer customers rideshare credits or vouchers to give riders an alternate way to get to their destinations. Hear how this can help transform a miserable moment into a brand-building opportunity!
Speaker(s): Moderator: Aaron Weinstein, Executive Consultant, Transit CX Panelist: Scott Johnson, Assistant Public Affairs Officer, Southern California Regional Rail Authority (SCRRA) Panelist: Nevin Grinnell, Assistant General Manager Customer Experience and Strategy, Metropolitan Atlanta Rapid Transit Authority Panelist: Dmitriy Vanchugov, Head of Transit Partnerships, Global, Uber Technologies, Inc.Location: International 1-5 (2nd Floor) |
Location: International 1-5 (2nd Floor) |
2025022610:1511:30 000 | WED, FEB 26 |
02E5C388-3875-EF11-8102-B95C44E1822F 0AE5C388-3875-EF11-8102-B95C44E1822F |
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| Monday, Feb 24, 2025 |
Monday, Feb 24, 2025
4:15 PM - 5:30 PM PST
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Storytelling: One Size Doesn’t Fit All
Just as there’s more than one way to tell a story, there’s more than audience to share a story with. In this session, learn how to tailor your storytelling for different contexts, purposes, and audiences, including the public, employees, and the media.
Speaker(s): Moderator: Michelle Robertson, Principal Marketing Representative, San Francisco Bay Area Rapid Transit District Panelist: Andrew Cassidy, Director of Social Media, Massachusetts Bay Transportation Authority Panelist: Mitun Seguin, Vice President of Marketing and Communications, Transdev Panelist: Dia Turner, Marketing Manager, Culver CityBusLocation: International 1-5 (2nd Floor) |
Location: International 1-5 (2nd Floor) |
2025022416:1517:30 000 | MON, FEB 24 |
02E5C388-3875-EF11-8102-B95C44E1822F 0AE5C388-3875-EF11-8102-B95C44E1822F |
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| Wednesday, Feb 26, 2025 |
Wednesday, Feb 26, 2025
11:40 AM - 12:00 PM PST
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Closing Session
This is your chance to voice your opinions about APTA’s 2025 Marketing, Communications & Customer Experience Workshop and make suggestions for next year’s event.
Location: International 1-5 (2nd Floor) |
Location: International 1-5 (2nd Floor) |
2025022611:4012:00 000 | WED, FEB 26 |
02E5C388-3875-EF11-8102-B95C44E1822F 08E5C388-3875-EF11-8102-B95C44E1822F |
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| Monday, Feb 24, 2025 |
Monday, Feb 24, 2025
10:30 AM - 11:45 AM PST
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How Listening Posts Can Drive Improvements
Customer-centric agencies use "listening posts" to put the customer at the center of everything they do. Learn how New York MTA, VIA Metropolitan Transit in San Antonio, Texas, and Transdev use listening posts to deliver better services.
Speaker(s): Moderator: Rhonda Allen, Chief Customer Experience Officer, Metropolitan Atlanta Rapid Transit Authority Panelist: Chris Papandreou, Deputy Chief, Customer Services & Engagement, Metropolitan Transportation Authority Panelist: Aleksandra Poplawska, Marketing & Customer Experience Manager, Transdev Panelist: Allison Gray, Partnerships | Transit, Transit Panelist: Brianna Gaytan, VIA Metropolitan TransitLocation: International 1-5 (2nd Floor) |
Location: International 1-5 (2nd Floor) |
2025022410:3011:45 000 | MON, FEB 24 |
02E5C388-3875-EF11-8102-B95C44E1822F 0AE5C388-3875-EF11-8102-B95C44E1822F |
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| Tuesday, Feb 25, 2025 |
Tuesday, Feb 25, 2025
8:00 AM - 9:15 AM PST
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Recruiting and Retaining Employees
A strong, engaged transit workforce is key to improving customer experience, yet recruiting and retaining frontline workers remains a global challenge. This session highlights strategies to attract and support talent by elevating frontline roles, fostering cultural change, and building stronger, more connected transit systems.
Speaker(s): Moderator: Ann Derby, PMP, CTSM, Director of Marketing & Events, INIT Innovations in Transportation Panelist: Dayana Herr, Marketing, Communications & Customer Relations Manager, Core Transit Panelist: Michael Helta, Chief Innovation Officer, Maryland Transit Administration Speaker: Takaaki Obayashi, Chief Staff, Operations Transformation Division, Mobility Service Department, East Japan Railway CompanyLocation: Catalina, 2nd Floor |
Location: Catalina, 2nd Floor |
2025022508:0009:15 000 | TUE, FEB 25 |
02E5C388-3875-EF11-8102-B95C44E1822F 0AE5C388-3875-EF11-8102-B95C44E1822F |
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| Monday, Feb 24, 2025 |
Monday, Feb 24, 2025
12:15 PM - 2:15 PM PST
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General Session: Lunch & Learn by System Size (LARGE)
Grab a boxed lunch from the Promenade (2nd Floor) and head to one of four rooms that correspond with your agency’s size – small, medium, large, or mega. It’s an ideal opportunity to discuss challenges your system encounters, your insights, successes – and failures – with your fellow marketing and communications colleagues.
~ LARGE SYSTEMS (More than 15 million, but fewer than 50 million passenger trips annually) Facilitator: Kristie Cox | Room: Gallerie 2-3 (1st Floor) Speaker(s): Facilitator: Kristie Cox, Manager of Internal Communications, Greater Cleveland Regional Transit AuthorityLocation: Gallerie 2-3 (1st Floor) |
Location: Gallerie 2-3 (1st Floor) |
2025022412:1514:15 000 | MON, FEB 24 |
02E5C388-3875-EF11-8102-B95C44E1822F 08E5C388-3875-EF11-8102-B95C44E1822F |
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| Monday, Feb 24, 2025 |
Monday, Feb 24, 2025
4:15 PM - 5:30 PM PST
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PIO Forum | Integrating AI & Technology to Elevate Communications
In today’s fast-paced, digital world, AI tools and other software can enhance communication strategies, improve efficiency, and drive engagement across various platforms. During this session, we'll discuss how PIOs are leveraging AI in their daily work and improving (or complicating) internal, external, and media communications practices. This will be a moderator-led discussion, so bring your experience and best AI prompts to share with your peers!
Speaker(s): Facilitator: Stephen DiBenedettoLocation: Gallerie 2-3 (1st Floor) |
Location: Gallerie 2-3 (1st Floor) |
2025022416:1517:30 000 | MON, FEB 24 |
02E5C388-3875-EF11-8102-B95C44E1822F 0AE5C388-3875-EF11-8102-B95C44E1822F |
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| Tuesday, Feb 25, 2025 |
Tuesday, Feb 25, 2025
9:45 AM - 11:00 AM PST
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How Arts and Culture Can Elevate the Rider Experience
This presentation, featuring confirmed panelists from BART, LA Metro, and Long Beach Transit, will demonstrate that arts and cultural programming can contribute to shifts in the ways customers and communities view and experience transit spaces by facilitating experiences that enhance the role of transit in customers’ lives. Concrete recent examples at a range of budgets from these agencies will demonstrate transit system is not just for customers and communities, and that these same customers and communities are increasingly integral to the definition of transit.
Speaker(s): Moderator: Jaime Kazlo, Chair, APTA Marketing, Communications & Customer Experience Committee; and Director of Corporate Communications, Capital District Transportation Authority (CDTA) Panelist: Jennifer Easton, Art Program Manager, San Francisco Bay Area Rapid Transit District Panelist: Clare Haggarty, Director, Public Arts and Design, Los Angeles County Metropolitan Transportation Authority Panelist: Mike Gold, Executive Director/VP Customer Relations and Communications, Long Beach TransitLocation: Gallerie 1 (1st Floor) |
Location: Gallerie 1 (1st Floor) |
2025022509:4511:00 000 | TUE, FEB 25 |
02E5C388-3875-EF11-8102-B95C44E1822F 0AE5C388-3875-EF11-8102-B95C44E1822F |
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| Tuesday, Feb 25, 2025 |
Tuesday, Feb 25, 2025
1:30 PM - 2:45 PM PST
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Social Media Trends 2025 and Beyond (Forum)
Prepare to step into the future of social media marketing. This session is packed with expert insights, practical activities, and collaborative opportunities to help you stay at the forefront of social media trends.
Speaker(s): Moderator: Adriana Hemzacek, Marketing Director, Icomera Panelist: Jennifer Ashley, Social Media Manager (Digital Communications Administrator), Los Angeles County Metropolitan Transportation Authority Panelist: Zack Farmer, Marketing/Communications Administrator, Alameda-Contra Costa Transit District Panelist: Arantxa Chavarria, Manager, Communications and Marketing, Long Beach TransitLocation: Gallerie 1 (1st Floor) |
Location: Gallerie 1 (1st Floor) |
2025022513:3014:45 000 | TUE, FEB 25 |
02E5C388-3875-EF11-8102-B95C44E1822F 0AE5C388-3875-EF11-8102-B95C44E1822F |
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| Monday, Feb 24, 2025 |
Monday, Feb 24, 2025
12:15 PM - 2:15 PM PST
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General Session: Lunch & Learn by System Size (SMALL)
Grab a boxed lunch from the Promenade (2nd Floor) and head to one of four rooms that correspond with your agency’s size – small, medium, large, or mega. It’s an ideal opportunity to discuss challenges your system encounters, your insights, successes – and failures – with your fellow marketing and communications colleagues.
~ SMALL SYSTEMS (3 million or fewer passenger trips annually) Facilitator: Chris Ackerman | Room: Gallerie 1 (1st Floor) Speaker(s): Facilitator: Chris Ackerman, Senior Marketing Manager/PIO, Victor Valley Transit AuthorityLocation: Gallerie 1 (1st Floor) |
Location: Gallerie 1 (1st Floor) |
2025022412:1514:15 000 | MON, FEB 24 |
02E5C388-3875-EF11-8102-B95C44E1822F 08E5C388-3875-EF11-8102-B95C44E1822F |