Refocused and Refreshed - Experiential Customer Service

Session Summary: Customer experience is a priority for businesses in the next five years, and even more so during COVID-19 recovery. Leveraging customer experience not only gives you a competitive advantage, but it can also keep your team engaged and energized. Learn four key elements and seven steps for creating a great experience for your external and internal customers.

Presenter: Dennis Burns, CAPP

Dennis Burns, CAPP, is a senior practice builder and vice president at Kimley-Horn, with more than 30 years of parking operations, management (airport and healthcare) and consulting experience. He is recognized as a national leader in sustainable parking and transportation policy development and has produced over 500 parking/transportation studies in his career. In 2010, he was honored as IPMI’s Parking Professional of the Year. Recently, he has focused on integrating parking and mobility management strategies in a variety of environments, including research and analysis of shared-use mobility and strategies to address the future impacts of autonomous vehicles.

Adria S. Koller, AICP

With 13 years of experience in parking and transportation management planning, Adria possesses a unique understanding of the interplay and access-related issues between the travel realm and the built environment. Her land-use planning background enables her to understand the technical components of parking and transportation systems to improve management practices and supporting policies to optimize parking and transportation systems. Adria’s experience includes preparing parking management plans in both municipal and university settings, evaluating parking behaviors using geospatial analysis, developing curb lane management programs, performing bicycle and pedestrian safety analysis, evaluating policies and ordinances, leading numerous data collection and analysis efforts, and developing Park+ models for campuses and municipalities. With a focus on mobility and access, Adria aims to develop parking management strategies for all uses and users, improving options for motorists, pedestrians, bicyclists, and other travelers. 

These frontline trainings are provided free of charge to all IPMI members, and are generously supported by our Frontline Fundamentals Sponsor, Flowbird.