First Sessions Booked for TPC2024

Please note that as of 31/12/2023 this page is no longer updated. 

Check out the TPC2024 Schedule from 08 January 2024 on the dedicated schedule page

This page has the initial sessions selected for the TPC2024 programme.

The First Confirmed Sessions and Speakers for 2024

Well, it is a little later than we would have liked, but we can now start to show the list of sessions fully booked, locked and loaded for #TPC2024. 

We already have a diverse mix of topics, titles and touch points, with much much more to come as speaker headshots and final copy roll in. 

A big thank you to  Brooke Gallagher, Caspian Turner, Lucy Costelloe, Sarah Bagg, Robin Cantrill-Fenwick, Kate Mroczkowski and Matthew Breen for their help in putting the ’24 programme together. 

 

Planned Sessions for #TPC2024

Just Added

Unlocking 'What's On' Pages: trends, ideas and measuring success

Join us for a deep dive into What’s On pages on websites. In this session, we’ll explore current trends, innovative ideas, and effective strategies for measuring success. With insights from a panel of speakers, we’ll look at how to present your offerings in a compelling manner, drawing insights from the world of e-commerce and look at how you can measure success whilst managing stakeholders.

Checkout experiance: How not to lose a sale!

“Why is your cart abandonment so high?!
71% of web purchases end with abandonment – Pretty high right?
We aim to discuss some of the reasons behind this in addition to techniques and offerings that can result in a higher rate of converted sales.
More tickets sold = more money made.

Ticket Bots: Understanding the Threat & Safeguarding Your Onsales

Bots make up 40% of all traffic to ticketing sites—and this number is on the rise. They drive up your operational costs, skew analytics, harm loyalty, and make onsales unfair. In this talk, we reveal behind-the-scenes data that shows the scale and sophistication of the bots that populate your onsales. Join us to discover everything you need to know about ticket bots, how they work, how to spot them, and how to stop them.

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AI: The role of cultural organisations in shaping this new technology for everyone's benefit

Almost 70 years on from the invention of the modern idea of AI, it’s crossed into the public and political mainstream. In this fun and interactive session, we will discuss how people working in cultural organisations and venues – and the technology and research organisations that exist to support them – can understand and use AI.

The best tix in life are free!

Join us for a cosy chat about our favourite topic… tickets! Specifically FREE tickets. We’ll look at free ticket initiatives we have encountered over our careers. Ask what the audience development or commercial aims of them were. And reveal the data behind if they worked or not.

SPOILER ALERT not all of them did! We can promise laughs, learning and the occasional eye roll.

How having the right sales team maximize your show

What happens when you have a passionate team who who are invested in the success of your show? We will talk about what happens when you balance career driven staff with nurturing management, empathy with accountability and how providing the right tools & efficient training will encourage your team to hard to sell your show and best represent your brand.

Ticketing Trends Across the Atlantic

This engaging session brings together representatives from three distinct markets: Broadway, West End, and UK Regional Theatre, offering unique insights into their respective landscapes. Our discussion is grounded in the latest research presented in AudienceView’s paper, which explores the findings from the Fall 2023 TheaterMania consumer behavior survey.

Dynamic Pricing in the UK featuring Edinburgh International Festival and Somerset House

Learn from your peers at Edinburgh International Festival and Somerset House about how they have successfully utilised dynamic pricing to enhance revenue growth while remaining accessible to their communities and strengthening the patron/guest experience. Presenters will discuss their experiences and lessons learned related to the implementation and impact of dynamic pricing.



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Digital Strategies for Arts Organizations: Retaining and Expanding Audiences by digitizing their Young Audience

Leading arts organizations in the U.S. and Europe, including New York City’s Roundabout Theatre Company and the Vienna State Opera, are addressing the challenge of attracting sustained participation from younger and more diverse audiences. By digitizing young audience programs, flexible memberships, and access models, as well as employing digital word-of-mouth strategies, these organizations aim to bridge the gap with untapped audience segments. Fostering tools for seamless ticket purchases, social engagement, and compelling content presentations becomes crucial for attracting a diverse audience. Explore their motivations, challenges, and results in developing digital app projects.

 

Already Confirmed

Artificial Intelligence: How AI is Changing the Ticketing Game

This session will include two part, a presentation and a workshop, touching on;
Latest AI Innovations Overview, including presenting the latest advancements in AI, their evolution, and future potential as well as how these innovations can be used in ticketing operations

The Interactive AI Workshop will see a half-hour interactive workshop where attendees engage with AI tools, including guided exploration for attendees to experiment with AI, discovering ways to enhance their ticketing workflows.

How To Sell Out: The Ticketing Playbook

The session covers the strategy of how to sell out shows and advanced sales techniques, all illustrated with real-world examples and analytical tools.

Aligning ticketing strategies with core principles, illustrated by “Fireworks and Hot Water Bottles” – ensuring both immediate impact and lasting value​​. Utilising the Yield-Occupancy Matrix for pricing; setting and achieving robust sales targets. Implementing sophisticated pricing strategies, applying market sensitivity tools and tools like seat heatmaps for strategy refinement, maintaining engagement over time. 

Communities: a new approach to segmentation using AI

TodayTix has millions of customers and hundreds of shows on sale, so they needed a new approach to customer segmentation. In this session, they’ll talk through how we built algorithms to create Communities – data-driven clusters of customers with shared interests.  They will cover their approach to segmentation, the results  seen from Communities, and prompt ideas for how other organisations can use what they’ve learned when producing their own segmentation.

Balancing Act: Nurturing Mental Health and Work-Life Harmony in Today's Workplace

This session will offer an exploration of integrating work-life balance and mental health strategies in modern work environments, with a particular emphasis on remote work from a female leadership perspective.  It will discuss the challenges and strategies for maintaining work-life balance , especially in remote and flexible work settings as well as highlighting key principles for creating a supportive work culture that values personal time and family commitments.


VIP/Hospitality Packages: Entertainment Event Consumer Perceptions of Value and Pricing

This presentation will discuss some they key survey findings from an online consumer survey which is part of a PhD project undertaken at Aberystwyth Business School (Aberystwyth University). There will be a particular focus on the package components, pricing and consumer purchase behaviour. There will also be an analysis of consumer perceptions of real anonymised VIP/Hospitality packages.

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How to Design an Empathetic Chatbot

Let’s not make our customers shout, “LET ME TALK TO A HUMAN!”

Whatever the primary function of your chatbot is, there are Conversation Design techniques and guidelines you can follow (particularly unique to ticketing) to ensure you deliver a positive customer experience. The session would answer questions like, how do you effectively frame an AI conversation so your customers knows what they can and can’t do? How much personality should your bot have? What metrics should you look at to analyse how effective your bot is? How can your bot speak with empathy without aggravating an impatient customer?

Have the Tough Conversation: Price, Value, Loyalty

What is a ticket worth? Truly worth. Discussing price and value in an arts organization is really hard. Because as passionate as your colleagues are, they aren’t the one’s buying the tickets. Talking about price is so difficult that often it’s not talked about at all. But for an organization to evolve, pricing must evolve too. Join us as walk you through how to have the tough conversation about price.

Creating the ultimate AI Assistant in 10 minutes

Venue case study looking at reduced customer / venue human dependence, by streamlining event communications and logistic discussions in the lead up to event days.

AI ...you're doing it already

How we are already using automation, machine learning and AI in relation to pricing, CRM and communications. AI is becoming a buzz word and has potential to create more uncertainty and worry about not keeping up with the latest approach……we’re not

Expert and not Imposter

Recognising the expertise of women in our sector. Touching on imposter syndrome with a panel of women with a range of sector experience discussing how their voices and experience offers value. Examples of how female views differ and offer different value to conversations. Not self promotion for those on panel but a reminder of the depth and breadth of experience in our female colleagues. Include variety of roles from our sector.

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In a world of ticket ballots, why is queueing still the British way?

Whether it’s virtual or in-person, as a nation we regularly see customers trying their hardest to snag the opportunity to attend a special event, be it a stadium gig or an event of national significance. Join our panellists as they share their expertise and experience, showcasing scenarios where a queue was the best solution and situations where a ticket ballot helped achieve targets.

Ticketing Workforce: An Unrestricted View

How can the ticketing industry work to increase diversity and inclusion in our workforces, ensuring that society is represented fully at all levels, especially in senior management and the board room? The panellists will fearlessly raise and discuss with you the issues, obstacles and opportunities as well as encouraging you to contribute your own experiences and ideas.

The Best Tix In Life Are Free (Or Are They?)

Join us on a whistlestop tour of free ticket initiatives we have encountered over our careers, what the audience development aims of them were and the data behind if they worked or not. SPOILER ALERT not all of them did! We can promise laughs, learning and the occasional eye roll.

Dynamic Pricing - Beyond Making Money

Exploring the rationale behind its implementation and the considerations accompanying the decisions to employ it within an organisation’s pricing strategy. This comes after a seemingly growing public awareness of dynamic pricing in arts and entertainment, particularly with negative connotations (arguably because of highly priced concert tickets).

How do you sell a "sold out" venue?

What happens when the perception that there are ‘no tickets’ is far from reality? How do you get the message out that there are great shows and tickets to them? Venue led session.

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We *would* make access tickets availble online but…

Making access tickets available online has been a topic of many an arts conference over the years. Most arts organisations, ticketing platforms and web agencies have had a desire to improve this, with mixed results, and it’s audiences who suffer. Truth be told, it is hard, it is complex and it takes time (and money). But it’s not impossible, and the benefits to those audience members is worth every penny and minute spent.

Success starts in the box office: How your whole team can drive revenue and enhance audience experience

Box Office teams are the people closest to your audience – but often furthest from your boardroom. Make the most of their impact by empowering every team member to drive revenue, enhance customer experience, and help achieve top-level goals. A panel of experts will share proven strategies to establishing a culture of shared success, where everyone’s invited to bring their energy, ideas, and initiative.

What is a ticketing system?

A panel from across the industry (different roles and organisations) to discuss what actually constitutes a ticketing system. They will pick, and by the end of the session we’d arrive at the bare minimum requirements for what makes a ticketing system.

Moving Audiences the Ecoway

Environmental sustainability remains a business-critical challenge for the cultural sector, not least due to the disproportionate carbon footprint created by audience travel.
This presentation and panel discussion lhighlights findings from two parallel initiatives to engage audiences, influence their travel behaviour, establish best practice, and quantify the results.

What's On - trends, ideas and measuring success

In this session, a group of speakers covering producing theatre, museum and festivals will discuss the trends, new ideas and measuring success of What’s On pages on websites. We’ll look at:
The session will give attendees inspiration, tried and tested approaches but also and understanding of limitations and how to manage those difficult expectations when people say ” but Amazon does this….”

Let’s have a conversation about Racism

A look into recent anti-racism conversations at a major entertainment group followed by an interactive Q&A session.
Including, some personal stories on the topic and contextualising the conversation along with an Interactive sections asking audience to anonymously answer some questions and asking what is next for the ticketing industry?

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Forgiveness not Permission: Why we should (sometimes) break the rules.

This session will challenge some of the written and unwritten rules that we hold in our industry, citing examples where stretching the rules a little or breaking them entirely, lead to an increase in efficiency, revenue and customer experience.

Let's have a chat!

The session will be an insight into how service providers and venues improve customer service through the introduction of live/bot chat and desk systems. 2 case studies one being full live chat and one with bot and how this can be applied to any venue as staffing numbers low and workloads increase.

Onboarding new users

When a venue invests capital into a new system, the success or failure of that system is down to the buy in from users. How well they are onboarded has a massive part to play in that buy in. We have some tips and tricks for onboarding users with a variety of learning styles to ensure each user learns a new system in a way that is appropriate for their learning preferences

Cultural Digitalization Redefined: The Role of Human Skills in digital projects

In today’s rapidly evolving world, the cultural industry is undergoing a profound transformation due to increasing automation and digitalization. While these technological advancements have the potential to bring about immense benefits, they also pose significant challenges. A presentation of case studie(s) of cultural organizations that have successfully navigated the digital transformation journey. The session will share the most common mistakes or failures made in digital projects and the tips and tricks how to avoid them.

Warning: This Ticket May Cause Harm

The UK Government has launched an investigation into drip fees / drip pricing, and the potential harm caused to consumers by the unbundling of elements of a service into a base price + upsells in the checkout process. They’ve created a definition of which drip fees ‘harm’ consumers. This follows on from a consultation on personalised / ‘live’ / algorithmic pricing which also said measures would be needed to prevent consumer harm. Are common ticketing practices about to fall foul of government regulation? And what will be the impact if they do?

How to increase revenue, online share & early bookings by holistic price differentiation

In this presentation, Smart Pricer will show different case studies of customers from various industries such as attractions, venues, sport clubs and also skiing resorts who typically achieve +5-10% in revenue increase, 3-8% in off-peak attendance as well as higher online shares and early bookings. They accomplish this by holistic price differentiation or “real” Dynamic Pricing based on their specific rules and industry characteristics.

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Removing the friction from your customer journey.

In a world where customer expectations are continually evolving, businesses must adapt to provide seamless and frictionless experiences. This discussion will explore strategies and innovative approaches to eliminate friction from the customer journey, ensuring customers are delighted at every touchpoint.

Scaling the Stage: How Dynamo Pricing Strategized for a Theatre's Grand Arena Debut

Using a case study to break down the key considerations and parts of a dynmaic pricing project, including fining common ground with colleagues, preparing, foundations of pricing, how to communicate, outcomes and anlaysis as well as some key dos and donts

Data Unleashed: A Doodler's Guide to Joining the Dots

This session we’ll discuss how to visualise data to form a strategy and make sense of what other perhaps see as chaos.
We’ll stress the importance of Data categorisation and (if it needs to be longer) about how you only get out what you put in and how people play a critical role in creating order.
Finally, we’ll use an example of an event where technology, data & humans worked seamlessly together to create the most memorable experience.

Creating the fans of the future

The cost of living crisis is reducing disposable and essential income for everyone. Live events fans, especially those on lower incomes, are choosing to save their pennies for essentials or for a couple of truly memorable nights out. In other words, they are investing their limited income carefully and rarely in live events, despite their enthusiasm. And while they may be short on cash now, our industry’s future fans won’t necessarily stay that way – and they’ll remember the hobbies and interests that inspire and care for them today. How can we get fans to attend live events at all levels, committing to their local venues and clubs in the future?

Stage by stage: helping people buy tickets online

Case study showing how we figured out how to make it easier for more people to book tickets! We will look at the three main stages – finding the website, browsing around it finding the necessary information, and then going through the purchase pathway. We will look at the techniques for figuring out how to optimise each stage, with some no-brainer usability testing methods that everyone should be using, and some website analytics insight sprinkled on top.

Inclusivity in Ticketing: A Guide to Best Practices

Inclusivity is not a buzzword but a critical component for organizations serving diverse audiences. . This session will go over practices that aim to create a diverse, engaged, and respected audience, in the context of ticketing software and CRM systems. Including but not limited to: Recognizing pronouns and gender diversity at POS, avoiding making assumptions based on last names or addresses, gathering demographic data for grant applications while respecting privacy and autonomy along with strategies to continually learn, adapt, and evolve to be as inclusive as possible

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Migration: The Musical - a story of moving ticketing systems across venues with zero downtime

“If moving ticketing system is like having a mountain to climb, then Everest is moving a hundred shows across six venues with a target of zero downtime and an advance matched to the penny.

This case study will explore the ins and outs of a ticketing system migration project; with the goal of providing learnings, tips and takeaways for any organisations who might look to embark on such a project in the future. “

Eurovision - it’s a TV show! / Eurovision 2023 - Douze Points!

Presentation of learnings following the delivery of ticketing for the BBC of the nine shows with ticketed audiences at Liverpool Arena making up the Eurovision Song Contest 2023, delivered by the ticketing representative for the BBC. The session will reinforce the importance of several aspects of ticketing which can be found in many ticketing operations from community theatre to large scale venue or arts festival, and show how these were applied to deliver a 100% sold out run of shows, and the impact this had on the success of ESC23 with official statistics from the evaluation of the event.

Considerations for Accessible Ticketing

Walk through of an organisation’s “Access Pass” – an intiative that allows us to capture data on the access requirements of our audience (blind – requires audio description; Deaf – requires BSL; wheelchair user – requires level access; etc) to support them in being able to book the most appropriate seats (best sight lines and/or accessible to them) in a venue and how it improves their experience at the actual venue too, as the data can be shared through ticketing systems directly with venue staff.

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Tomorrow’s Audience: turning first-timers into lifers

Recovery from the impact of Covid had been slow and early in 2023, the impact of the cost of living crisis has also hit, as well as broader behavioural and lifestyle changes. Anecdotal reports from venues report a lot of first timers attenders – at least on the surface. Are they really new? Do they represent a future loyal audience? How could we encourage them to come back (more often)

This session will present the results from the research, looking at who new audiences really are, how they behave and what they want from arts organisations, now and in the future.

Enhancing The Theatre Booking Experience

In an era where digital innovation is paramount in enhancing customer experiences, this session wil examine how major organisations has elevated the ticket-buying process by implmementing new view-from-seat technology. As a case study, it will look at rigorous AB testing phases over two years, discussion on the implementation and impacts of this state-of-the-art technology in theatre ticketing.

Making Ticketing and Events Inclusive and Accessible

Accessibility and inclusivity are words with a lot of different meanings – in arts and digital they can often be treated as buzzwords that we nod towards but don’t actually do anything to address.
This session breaks down the ways accessibility and inclusivity in the arts and in digital spaces intersect, and how we can put this into practice in events spaces and ticketing processes, both online and in the real world. Sections include, definitions of inclusivity and accessibility, how barriers to access and inclusion are created and maintained, how different groups are represented in the arts, and impacted by these barriers. as well as how we overcome these barriers

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VIP/Hospitality Packages: Entertainment Event Consumer Perceptions of Value and Pricing

This presentation will discuss some they key survey findings from an online consumer survey which is part of a PhD project undertaken at Aberystwyth Business School (Aberystwyth University). There will be a particular focus on the package components, pricing and consumer purchase behaviour. There will also be an analysis of consumer perceptions of real anonymised VIP/Hospitality packages.