On the 28th September the education panel met to review the 52 submissions received for the 2017 programme.
As ever our good friends at ATG Tickets played host for two hours of very intense discussion on the subjects we are all facing, marrying these with submissions and crafting some new sessions by combining ‘hot’ or complementary topics.
The sessions below are the draft list of subjects and very brief content we are now in the process of finalising. As speakers are confirmed, along with their bios, we will up the sessions list. Please note that this is a provisional programme and subject to change.
For those not already registered, there are a few remaining Early-bird tickets for just £249.99+VAT register here and select invoice for your organisation to be billed.
16th – 17th March 2017
Draft Education Programme
|APIs: unlocking the true power of your website||Web development session presenting show case on best uses of API to develop novel and workable solutions for venues, in line with their ticketing applications|
|Ballots and Sponsors – Forgotten issues?||Practical advice and options for dealing with high demand events and corporate ticket allocations. Case study of major European event.|
|Bringing Data Together||Theory and case study on combining multiple data sources to help organisations move forward with strategic decisions and sales planning.|
|Consortia – a different approach to co-operation?||There are many different ways of “joining up” or “reducing costs” in ticketing provision. The consortium model can be overlooked, but what are the benefits, along with the draw backs?|
|Do we need to be more creative with Memberships||Has the membership offer gone stale? What can we combine with memberships to make it more attractive, should people pick their own benefits? Case study from major visitor attraction|
|Financial Administration in the Box Office||Theory and best practice on finance related administration in box office. How should we integrate with finance systems, is there a better way of recording gift aid?|
|Handling Customer Feedback||How do we / could we handle customer feedback in box office / Visitor services, should it go “into” the ticketing system, what do we do with it? Theory and case studies|
|Cutting Edge Systems – Help or Hinderance?||Are modern systems just TOO complicated? Do we need to revisit what we are asking for and what we are using in technology? Debate format including providers and users|
|International Ticketing Trends||Whistle-stop tour of the World. What are the big ticketing trends in Asia, Australia or Abergavenny?|
|Strategies for welcoming International Visitors||International visitors make up large numbers of cultural attractions and sports events. How can we design our services and offerings to better cater for their visit. Case study and theory on methods of handling language, culture and more|
|IT / Cyber Security||One of the top rated sessions of 2016 returns. Are we paying enough attention to protecting our ticketing operations? Malicious staff, DDoS attacks, PCI to DPA – a key session on compliance with take away tips.|
|Joined Up Systems which Approach?||Shall we sell admissions in the café? What about interval drinks at the ticketing counter? Should we have separate best of breed, with API integration, one system that kinda works or one system designed to do both? Discussion and case studies on different approaches|
|Measuring and Improving Sales Performance in our teams||Ticket and Visitor Services staff are now being tasked with more and more sales focused activities, insurance, upgrades and packages are just some of the options they offer to customers. Practical advice and case studies on training and evaluating teams.|
|New Audiences or Reducing Churn?||Case study of one venue’s journey to answer the question “If we were to re-open our venue knowing what we know now about our audience, what would our customer service operations look like?” – Focus on shifting business opportunities and organisational culture.|
|Queue Busting v Bigger Box Offices||There are those peak times, when we wish we had a few more box office positions. When physical location prevents this, how can we react? Examples and Discussions of using roving staff and mobile tech to serve people as they wait or help speed the process up.|
|Rise of the Roving Box Office||Selling tickets face to face is no longer constrained to the venue. The shopping centre or a partner’s event can now give a focal point for sales. What about technology, security and all manner of other issues? Case Studies from festivals around the World.|
|Selling the Last 2%||So you have singles in the worst parts of the venue left, how can you sell those? A detailed case study from an International speaker. looking at methods for ensuring you maximise income, even when all you have left are “awful” seats.|
|The Block Chain Gang||An overview of the overlap between the attributes of blockchain technology and the challenges of (a) resolving the secondary market conundrum, (b) improving the primary market and (c) what this might mean for the industry and our customers.|
|The Checkout is Changing, do we need to?||The checkout is a key stage of conversion. It needs to be simple. With gift vouchers, Apple & Android Pay, PayPal, Theatre Tokens, social checkout tools, Bio Metric verification and much much more, where should we be focusing our efforts to deliver efficient checkouts?|
|Micro Moments, using these to engage with customers||Google coined it, but theatre and live events professionals must master it. The “micro-moment” is splitting the customer journey into numerous intent-driven actions. A quick search on the closest mobile device is all it takes for audiences to learn, engage and buy.|
|Value Fencing||When we bundle product, tickets, admissions or merchandise, do we risk devaluing the core product? How can we drive more value without reducing price? Theory on value fencing as a methodology, followed with a North American case study.|
|Waterson 2.0||The Waterson report was the latest in the long running saga of “what to do” about secondary ticketing. Update on the latest developments in secondary market place legislation.|