Customizing The Customer Journey: A Candid Look at Innovation and Technology to Drive Successful Patron Engagement


Wednesday, September 28 | 9:00 – 10:15 a.m.
Antigua 3

A well-managed customer journey is a critical attribute to engage and attract new and existing performing arts audiences in the midst of a highly competitive landscape. Many entertainment venue operations are still managing customer touch points in silos and not yet taking full advantage of the transformative landscape of digital technology and the opportunities associated with the Internet of Things. This session explores the use of new and innovative digital technology to drive success through micro-targeting audience behavior and the importance of creating a customized messaging system to “match the pitch with the prospect.” Further focus will be placed on the impact of data collection and the creative strategies available for using information to support successful patron engagement initiatives for the performing arts marketplace.

Faculty: Robert Friend | Paul Miller

View the course outline