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Doors open & Breakfast
Plexal
10/07/2025
8:15 am
Come early in the day, check-in and use this hour to connect with fellow community builders.
Warm-up and Welcome
Shine Track
10/07/2025
9:15 am
Let's kick things off with a few words from Francisco Opazo, Founder of Community Week welcoming our Emcees Margaux Miller and Jennifer Serrat.
The Three Levels of Community Strategy
Nikki Thibodeau, Regional Vice President, Digital Engagement & Community, Calix
Nikki Thibodeau, Regional Vice President, Digital Engagement & Community, Calix
Shine Track
10/07/2025
9:30 am
She may not have coined the concept—but she’s mastered the craft.
In this talk, Nikki breaks down the Three Levels of Community Strategy, showing how each layer builds toward stronger engagement and real business results. With real examples and practical insights, she’ll demonstrate how thoughtful community design can drive engagement, product adoption, case deflection and more, leading to measurable ROI.
Attendees will leave understanding the framework, along with fresh ideas for aligning community efforts with broader organizational goals. Whether you're launching your first program or scaling an existing one, this session will help you think more strategically about the role community plays in long-term success.
Regaining Trust and Rebuilding Culture: Lessons from Personio You Can Apply to Any Community
Mohammed Mohammed, Community Manager, Personio
Mohammed Mohammed, Community Manager, Personio
Shine Track
10/07/2025
9:50 am
A year ago, Personio's international customer community had a simple, pervasive problem: customers were not helping to solve each other's problems. This led to a lack of trust in the international community - from customers and internal departments within Personio. No one talked about the community because there wasn't much to talk about. So, the problem the community team had on their hands was to take a space from zero peer-to-peer engagement to a sustainably high level. This presentation is about how the team got there.
In this session, you'll:
- Learn why starting with 1:1 connections lays the foundation for a stronger community.
- Discover the power of going analog before scaling your programs.
- Find out how to turn early active members into your founding cohort.
- See why surprise recognition beats scheduled rewards every time.
- Explore how peer-to-peer boosts can drive deeper engagement, even beyond your core content.
Q&A TIME
State of the Platform: What’s Next for Community Infrastructure?
Moderated by Fransciso Opazo
Moderated by Fransciso Opazo
Shine Track
10/07/2025
3:40 pm
This panel brings together leading voices from today’s top community platforms to discuss the future of community technology. From all-in-one hubs to modular ecosystems, we’ll explore how each platform is responding to the evolving needs of community professionals across SaaS, enterprise, and mission-driven organisations.
Expect an honest conversation about product direction, challenges faced by community teams, how platforms differentiate, and what’s coming next in areas like analytics, AI, engagement, and integrations.
Whether you’re choosing your first platform or rethinking your current tech stack, this session will help you understand what’s out there—and what’s ahead.
Coffee Break
Plexal
10/07/2025
10:45 am
30 minutes to grab a coffee and to continue building connections and everlasting friendships.
PANEL
Agencies and Consultants building thriving communities
Moderated by Tali Vasilevski, SaaS Community Builder & Consultant
Moderated by Tali Vasilevski, SaaS Community Builder & Consultant
Shine Track
10/07/2025
11:15 am
More and more brands are turning to agencies and independent consultants to design, launch, and grow impactful communities. But what does it really take to do this work successfully?
In this panel, leading community consultants and agency pros will share lessons learned from the field — from strategy and operations to client education and managing expectations. Whether you’re building communities for clients or exploring consulting yourself, you’ll take away insights on what works, what doesn’t, and how this space is evolving.
Panellists:
- Pete Heslop, Managing Director, Steadfast Collective
- Jan Biller, CEO & Partner, Glowing Blue
- Christina Garnet, Chief Community Officer, HeyOrca & Founder, Pocket CCO
Smart Events, Smarter Communities: Leveraging AI to Power Engagement
Adam Parry, Co-Founder & Editor, Event Industry News
Adam Parry, Co-Founder & Editor, Event Industry News
Shine Track
10/07/2025
11:50 am
Explore how AI tools—from automation to analytics—can transform community-led events into smarter, more scalable experiences. Learn how to use data to personalise engagement, automate workflows, and free up your team to focus on meaningful connections.
Key Takeaways:
- Practical AI tools to streamline event planning and follow-up
- Ways to use AI for personalised member experiences
- Framework to assess what should (and shouldn’t) be automated
Keynote
Building Community Through Events and Experiences
Moderator: Kelsey Robb, Global Community, Events & Experiences, Google
Moderator: Kelsey Robb, Global Community, Events & Experiences, Google
Shine Track
10/07/2025
12:10 pm
Leveraging the power of thoughtfully designed events and experiences to cultivate thriving and inclusive communities, both online and offline. Kelsey will share best practices for designing engaging events that foster connection, learning, growth, and a sense of belonging for all participants, drawing on her experience leading large-scale initiatives.
Key Takeaways:
- Learn practical strategies for designing events that encourage meaningful interaction and build strong community bonds.
- Understand how to create inclusive environments within events to ensure all participants feel welcome and valued.
- Discover how to leverage both online and offline events to foster a cohesive and engaged community.
Lunch Break
Plexal
10/07/2025
12:50 pm
60 minutes to grab lunch and to continue building connections and everlasting friendships.
Q&A TIME
Stop throwing spaghetti at the wall: Design purposeful community activities
Anamaria Dorgo, Founder & Community Experience Designer, Handle with Brain
Anamaria Dorgo, Founder & Community Experience Designer, Handle with Brain
Shine Track
10/07/2025
1:50 pm
Let's explore how we can move from random community program design to intentional, strategy-aligned design.
Using a simple framework as our anchor, this session will show you how to balance your members’ needs with your organization’s goals, so your community is powered by meaningful engagement and participation.
Through real-world examples from the field, you’ll learn how to articulate your community’s purpose, identify the behaviors that matter, and design experiences that actually support them.
When CS Meets Community: A Perfect Match
Julian Lindhorst, Enterprise Customer Success Manager, Gainsight
Julian Lindhorst, Enterprise Customer Success Manager, Gainsight
Shine Track
10/07/2025
2:15 pm
Like any great relationship, CS and Community need trust, communication, and a little charm.
Learn from a CSM and former Community Manager how to win over your Customer Success team, show them the love, get them invested, and build a partnership that delivers value for customers (and each other).
Beyond Support: How Community Drives Retention and Product Innovation Inside HeyOrca’s Customer Experience Strategy
Christina Garnet, Chief Community Officer, HeyOrca & Founder, Pocket CCO
Christina Garnet, Chief Community Officer, HeyOrca & Founder, Pocket CCO
Shine Track
10/07/2025
2:35 pm
From the curves of an emergency exit corridor to the structure of an online forum, architectural design shapes not only how spaces look but how people behave within them. This session explores the shared principles of architectural design such as spatial hierarchy, flow, boundary, visibility, and affordance - and how they influence human behavior and social outcomes in both the built environment and digital ecosystems.
In physical spaces, thoughtful design can foster inclusion, collaboration, safety, or movement, subtly guiding actions through cues embedded in form and layout. Similarly, digital environments - from community platforms to learning interfaces - can either empower or constrain users depending on their navigability, openness, and affordances for interaction. Drawing on examples from urban planning, digital community design, and behavioral psychology, this presentation highlights the critical role of architecture - both tangible and intangible - in shaping experiences, relationships, and outcomes.
Participants will leave with a deeper understanding of how to apply design thinking holistically, blending physical and digital architecture to intentionally cultivate desired behaviors and community dynamics.
Lessons and Pitfalls of Building an Ambassador Community from the Ground Up
Emma Wyatt, Head of Community, Grammarly
Emma Wyatt, Head of Community, Grammarly
Shine Track
10/07/2025
2:55 pm
Building an Ambassador community from scratch is both exciting and challenging. In this presentation, I’ll uncover the key lessons learned and common pitfalls to avoid from my experience launching Grammarly's ambassador program and community. I'll share the steps from crafting a solid strategy to fostering authentic engagement and avoiding vanity metrics.
Attendees will gain practical insights to ensure their advocacy community thrives. Perfect for community professionals looking to build a program that drives real impact and long-term advocacy for their organization.
Coffee Break
Plexal
10/07/2025
3:10 pm
30 minutes to grab a coffee and to continue building connections and everlasting friendships.
How to Avoid Being A Red Flag Community Builder
Paz Pisarski, Co-Founder, The Community Collective
Paz Pisarski, Co-Founder, The Community Collective
Shine Track
10/07/2025
10:30 am
Learn how to steer clear of the red flag decisions communities make that cause inconsistent growth, member churn, and misalignment with business goals. This session unpacks the habits, systems, and mindsets that quietly sabotage community success and instead, shows you how to build one that’s trusted, impactful, and built to last.
Key takeaways:
- Understand the red flag decisions that derail community builders
- Learn how to avoid broken systems that block growth
- Unpack how to shift from reactive to strategic mindsets
Community Launch Strategy
Jen Durkee, Community Manager, Moveworks
Jen Durkee, Community Manager, Moveworks
Shine Track
10/07/2025
4:05 pm
Kickstart your community’s success with a strategic approach designed for impactful growth from day one. Jen specializes in creating tailored launch strategies that set your community up for long-term success. From identifying your target audience and defining community goals to selecting the right platform and crafting a compelling content plan, we ensure every aspect of your launch is meticulously planned. Let us help you build excitement, attract the right members, and create a strong foundation for a thriving, engaged community.
In this session, you'll learn:
- A clear understanding of how to define your community’s purpose and goals
- A framework for identifying and attracting your ideal members
- Tips for choosing the right platform based on your community’s needs (and your budget)
- A launch checklist to keep you organized and focused
- Content planning ideas to build momentum and engagement from day one
- Proven tactics to generate buzz and excitement before and after launch
KEYNOTE
The Full Lifecycle Community: Using Community Strategies to Drive Remarkable Results Across The Entire Customer Journey
Richard Millington, Author & Founder, FeverBee
Richard Millington, Author & Founder, FeverBee
Shine Track
10/07/2025
4:25 pm
This session is designed to equip attendees with the tools and strategies needed to transform community into a driver of efficiency, engagement, and revenue across the customer lifecycle—from onboarding and support to advocacy and growth.
What attendees will learn:
- Create a Unified Customer Journey: Learn to connect touchpoints across onboarding, support, advocacy, and renewal through community-driven approaches.
- Engage Customers at Scale: Discover how to integrate community techniques with digital channels to deliver personalized, value-driven experiences without increasing headcount.
- Drive Growth Through Community Marketing: Explore actionable tactics to nurture advocates and drive growth through community-marketing activities.
- Break Beyond Silos: See how community strategies can align marketing, sales, and customer success teams to achieve shared goals and scale efficiently.
- Equip your team with the skills to unlock the full potential of your community.
This workshop will provide the blueprint for scaling your customer journey while maximizing efficiency and impact. Discover a unique opportunity to gain a competitive edge.
Day 2 Closing
Shine Track
10/07/2025
5:05 pm
Let’s close out Day 2 with a few final words from our Emcees, Margaux Miller and Jennifer Serrat, before handing it back to Francisco Opazo, Founder of Community Week, to wrap up the summit.
Scaling Small: Building a Community with Intention and Culture First
Paula Bekinschtein, Founder & CEO, CONEXEN
Paula Bekinschtein, Founder & CEO, CONEXEN
Bright Track
10/07/2025
9:30 am
Bigger isn’t always better—especially when it comes to community. With CONEXEN, I’ve taken a thoughtful approach to scaling, focusing on preserving its culture and quality over rapid growth. Keeping event sizes intimate and deliberately resisting the pressure to expand too fast has been a cornerstone of our success.
In this session, I’ll share how being intentional about growth has not only helped us win awards but also created a tight knit, highly engaged network of professionals. You’ll hear about how I assembled a lean (and remote!) event team, balanced resource limitations with high-quality delivery, and turned down opportunities that didn’t align with our vision. If you’re a community builder grappling with the tension between growth and maintaining your community’s soul, this session is for you.
The Living Map: How to Balance Hands-On Community Contributions with Product Integrity
Adrian Singer, Senior Community Strategist
Adrian Singer, Senior Community Strategist
Bright Track
10/07/2025
9:50 am
Imagine thousands of people editing a map in real-time. The potential for chaos is high! There is an inherent tension between empowering a distributed community of map editors and maintaining product quality. Based on the Waze case with its 15-year map editor community, learn how to balance hyperlocal knowledge with global consistency and prevent misuse by errant users while fostering ownership.
In this session, you'll learn:
- How to balance local knowledge with global consistency
- How to prevent misuse or abuse
- How to foster true ownership in community-led products
Speak Up, Level Up: Navigating Tech Events with Impact
Joanna Moćko-Łazarewicz, Global Event Manager
Joanna Moćko-Łazarewicz, Global Event Manager
Bright Track
10/07/2025
10:10 am
Join Joanna on a journey through the often underestimated realm of speaking at tech events. As a Community & Events Lead in the niche tech industry, she's seen the magic that happens when we overcome the fear of public speaking.
In this session, she'll share her experiences encouraging and managing teams to embrace the stage, detailing how this not only skyrocketed our brand and business but also contributed to our community.
Let's bust the myths and discover the real perks of industry event speaking. From boosting brand visibility to unlocking unexpected opportunities, speaking engagements can be a game-changer. But it's not just about personal success—speaking at conferences allows us to improve the quality of our industry by sharing valuable learnings. If you've ever hesitated about public speaking, let's explore how it can be your secret weapon for success in the competitive tech landscape while simultaneously elevating the industry as a whole. Get ready to speak up, level up, and make your mark, contributing to a community!
What you’ll walk away with:
- Simple ways to create safe, low-pressure speaking opportunities inside your team
- Strategies to support first-time speakers
- Ideas to spot and nurture hidden talent
- Tips to turn internal talks into external visibility
- Ways to measure and celebrate the ripple effect of knowledge sharing
Building Value-Driven Communities for Lasting Impact
Erica Isotta Surace, Co-founder, Community-led Growth, Events & B2B Partnerships, the D2 collective
Erica Isotta Surace, Co-founder, Community-led Growth, Events & B2B Partnerships, the D2 collective
Bright Track
10/07/2025
10:30 am
Communities are more than just connections; they’re ecosystems for innovation and collaboration. Drawing from my experience leading the D2 Collective, I'll share actionable strategies to build, grow, and sustain communities that deliver value for members and stakeholders.
Coffee Break
Plexal
10/07/2025
10:45 am
30 minutes to grab a coffee and to start building connections and everlasting friendships.
Panel
How to Build an Effective Community Strategy for Your Business
Kateryna Bova, Founder & Community Consultant, BÓVA Agency
Kateryna Bova, Founder & Community Consultant, BÓVA Agency
Bright Track
10/07/2025
11:50 am
Kateryna has huge experience working with clients on developing community strategies, and one thing she knows for sure is that businesses often struggle to turn their great ideas into a structured, actionable plan with clear and measurable goals.
In this session, she'll dive into:
- How to conduct a company audit to identify what works and what doesn’t across departments.
- The importance of market research and CustDev in understanding your target audience’s needs.
- Key elements to include in your community strategy, specifically within the community track.
- How to align community goals with objectives from other departments to ensure synergy.
Plus, she'll share real-life case studies to highlight what works and how to avoid common mistakes.
This topic will be especially helpful for Community Managers who are building community strategies from scratch, or consultants.
Lunch Break
Plexal
10/07/2025
12:50 pm
60 minutes to grab lunch and to continue building connections and everlasting friendships.
Q&A TIME
UX for Communities: Designing Member Experiences That Matter
Estela Valeova, Marketing Community Team Lead, Printify & Printful
Estela Valeova, Marketing Community Team Lead, Printify & Printful
Bright Track
10/07/2025
1:50 pm
We talk a lot about growth and engagement, but at the end of the day, people stay in communities where they feel seen, heard, and valued.
This session is all about weaving empathy into every touchpoint: how we talk, how we listen, and how we respond. I’ll share real stories and simple tactics that help build trust and resilience, even when things get tough.
Let’s make empathy your community’s secret superpower.
Totally not boring Community Management: research, analysis, and reports
Alla Zhdan, Community Development Lead, Women in Machine Learning & Data Science
Alla Zhdan, Community Development Lead, Women in Machine Learning & Data Science
Bright Track
10/07/2025
2:15 pm
Community management isn't just about good vibes and engagement posts—there's a whole world of strategy, structure, and storytelling behind the scenes. This session dives into the often-overlooked but essential work that makes communities thrive. Whether you're building from scratch or scaling a global network, you’ll learn how to use data, insights, and reporting to make smarter decisions, prove your impact, and keep your community growing.
In this session, Alla will share insights and best practices about:
- Community research: how to investigate other communities, how to make user interviews, how to structure info, and how to gather insights from it.
- Community analysis: what info to gather, how to work with community data (job profiles, experience, location, reviews, etc.), what CRMs and other tools are there for you (including AI).
- Community reports: from regular reports about the state of the community for your manager to year-in-review reports.
Q&A TIME
From Zero to Hero: Building a Thriving Community with Strategic Precision
Sarah Masterton-Brown, Head of Community, Mews
Sarah Masterton-Brown, Head of Community, Mews
Bright Track
10/07/2025
2:35 pm
Launching a customer community can feel daunting, but a well-thought-out strategy makes all the difference. In this session, she'll share her experience at Mews, where they built a thriving online community from scratch, achieving 1,000 members within eight months.
This session will provide actionable insights, including the importance of deep customer understanding, strategic soft launches, and internal stakeholder engagement. She'll also share tactics for identifying and nurturing super users, aligning community tools for growth, and prioritising impactful actions over busywork.Finally, she'll highlight the continuous value of customer-centric feedback loops to maintain relevance and drive long-term success.
Whether you’re starting fresh or revitalising an existing community, this session offers a roadmap to deliver measurable results and sustainable growth.
Bridging the Gap Between Community and Product: Turning Conversations into Roadmaps
Tali Leibowitz, Global Community Builder
Tali Leibowitz, Global Community Builder
Bright Track
10/07/2025
2:55 pm
Great community teams don’t just spark conversations—they turn them into action. This session explores how community professionals can become powerful allies to product teams by capturing real user feedback and translating it into valuable insights. You'll discover how to build feedback loops that product teams actually use, and how to position community as a strategic function that directly influences the roadmap.
In this session, you'll learn:
- How to surface and package community insights for product teams
- Lightweight feedback loops that actually work
- Making community indispensable to company strategy
Coffee Break
Plexal
10/07/2025
3:10 pm
30 minutes to grab a coffee and to continue building connections and everlasting friendships.
Start Small and Experiment: The Community Experimentation Journey
Jan Biller, CEO & Partner, Glowing Blue
Jan Biller, CEO & Partner, Glowing Blue
Bright Track
10/07/2025
4:05 pm
Too often, community initiatives focus on platforms, processes, and resources—without knowing if the community will actually succeed. Do we truly understand our potential community, or are we just assuming it will work?
The hard truth: many community initiatives fail, leading to wasted resources and frustration. But what if we could test our ideas before going all-in?
With over a decade of experience in community building and Design Thinking, we’ve developed the Lean Community Cycle—a framework based on hypotheses and experiments. Its seven steps help community builders start small, minimize risk, and validate their community’s potential before making big investments.
In this session, Jan will share how experimentation can lead to stronger, more sustainable communities—and why starting small is the smartest way to grow big.
Q&A TIME
Surprise Speaker
Bright Track
10/07/2025
3:40 pm