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INTIX | Ticketing Conference | Preliminary Schedule



2017 Preliminary Schedule of Events
Subject to change.

Learning tracks include:
 Management
 Technology
 Marketing
 Revenue
 Leadership

   


MONDAY, January 23, 2017

12:00 - 6:00 pm

Registration and Hospitality Desk Open
Sponsored by Spectra Ticketing and Fan Engagement

1:00 - 5:00 pm

Large Exhibitor Move-in by appointment

4:00 - 5:00 pm

Conference Volunteer Orientation

MONDAY | TUESDAY | WEDNESDAY | THURSDAY


TUESDAY, January 24, 2017

8:00 am - 6:00 pm

Registration and Hospitality Desk Open
Sponsored by Spectra Ticketing and Fan Engagement

8:00 am - 4:00 pm

Exhibitor Move-in

8:15 - 9:15 am

  

 

 

First Timers Meet and Greet

Designed for anyone attending the Conference for the first time, this valuable informational and fun session helps you get the most from your experience. INTIX veterans are hosting and are ready to answer questions about INTIX, the conference and Anaheim to get the networking started. Click here to see First Timers Tips!

9:30 - 11:00 am

Opening Keynote

11:00 - 11:30 am

Networking Break

11:30 am - 12:30 pm


  


Concurrent Workshops

Pro/College Sports Breakout

  • Anthony Esposito, Director, Ticket Operations, Atlanta Braves
  • Josh Ziegenbusch, Senior Director, Ticket Services, Oakland Athletics

Change Management: Successful Employee & Customer Reward Systems

  • Bruce Mayhew, President, Bruce Mayhew Consulting

Change management has one basic goal, to make help businesses succeed in a new, more challenging economy and environment. As organizations become flatter, timelines are becoming shorter, employees are become more mobile and clients expect more. Most businesses use extrinsic rewards (raises, bonuses, benefits and rewards), as motivational systems - and yet studies demonstrate that in almost every case, extrinsic rewards do more damage than good. There is a more engaging and more cost effective solutions. The alternative is for a business to use intrinsic motivators for employee and customer / client engagement.

 

Pay to Play:  Latest in Mobile & Electronic Payments - Keeping up, complying and getting them in the door fast.

  • Lynne King Smith, CEO, TicketForce
  • Greg Fahy, CTO, Ticketek Australia

With last year's bumpy EMV rollout, the festivals taking the lead on stored value cards, and customers demanding the convenience of mobile payments, the Box Office is left scrambling to keep up. What works, what doesn't and what you can do to keep up without losing your mind while the line grows. You'll get a hands on look at new payment equipment and methods.

 

Snapchat-101: What, Why, How From Those Who Are Rocking It!

  • Nick Begley, AudienceView

Opening up the ticket ecosystem bucks the trend in the sports industry, which has long held tight reigns on ticket sales process. SeatGeek and TopTix believe an open system not only gives fans more options to attend events but also improves teams' bottom line.  Join us as we discuss the upside of disrupting an old paradigm and share how we are doing it.

 

Stuck in a Rut? Did Your Predecessor Select Your Technology?

  • Brian P. Butler, Director of Ticket Technology and Operations, PlayhouseSquare
  • Jennifer Butler, Associate Director of Ticket Operations, Ravinia Festival Association

It's not unusual for entertainment organizations to make business decisions based on current technology or practices inherited from a former employee. This can create limitations that impact revenue and the overall customer experience. Is it time for new technology or simply a new way of thinking? The answer is different for every organization, but the questions to ask throughout the journey are similar. Should you choose and implement a new system? If so, how? Or, are there internal processes you can update to achieve your business goals? Panelists from organizations that went different routes share their struggles and experiences.

 

Ticketing Professionals: Central to Success

  • Joe Carter, Director, Sales & Customer Service, Los Angeles Philharmonic Association
  • Marc Check, Vice President of Technology, Rock and Roll Hall of Fame and Museum
  • Matt Cooper, Chief Operating Officer, Jacobson Consulting Applications
  • Ariane Ladouceur, Box Office Manager, National Arts Centre

Our organizations face increasing competition for customer's time and money. One way that successful organizations differentiate themselves from their competition is by creating highly personalized customer interactions. Ticketing team members play a critical role in any organization's drive to build and maintain vibrant, lasting relationships with customers. Hear how colleagues have transitioned from simply taking and fulfilling ticket orders to delivering experiences that keep customers coming back. Learn how leading organizations such as the Los Angeles Philharmonic, the Rock and Roll Hall of Fame and the National Arts Centre have created a culture the recognizes and values key customer service personnel.

12:30 - 2:00 pm

Welcome Lunch

2:00 - 3:00 pm

Concurrent Workshops

 

A Team Approach to Customer Fulfillment

  • Ami Johnson, Product Specialist, Ticketforce
  • Kathleen Petrillo-Bair, Box Office Manager, The Florida Theatre
  • Kathryn Wills, Director of Marketing, The Florida Theatre

From Marketing to seat selection to the thanks that they receive for visiting your venue, the audience member's experience is what keeps them coming back to your venue. To take the ticket office into this century, is not just a technological advance its also a back to basic approach. A ticket buyer may want that seamless ticket purchase but they also crave that personal touch. Keeping the marketing department and the box office approachable does just that.

 

Fail to Phenomenal: Finding the Silver Lining

  • Kay Burnham, Associate Vice President, Guest Services, Segerstrom Center for the Arts
  • Amy Kline, Client Success Manager, ShowClix
  • Trevor Mangione, Ticket Operations Manager, Chan Centre at UBC

An exciting panel of multiple presenters, each sharing a story that began as a total failure and ended up changing the way that they operate. Four presenters to share a 10-minute story that illustrates a failure-to-success in one of five categories: HR/hiring, IT, customer service, infrastructure or relationship management.  This panel builds off of last year's successful "fail fair" session

 

Running the World's Largest Arts Festival. Driving Collaboration through Technology

  • Tony Davey, CEO, Red61
  • Lyndsey Jackson, Head of Operations, Edinburgh Festival Fringe Society

Edinburgh Festival Fringe increased to 2.3 million tickets for the three week festival. Learn how technology has enabled this growth. Discover how creating the largest ticketing network in the UK, maximising physical and digital sales channels, put the focus firmly on the customer experience. With more than 3,300 shows per day, across 313 venues, see how multiple technology platforms work seamlessly making it easy to find information and buy tickets. Lyndsey and Tony will share their challenges, solutions, insights and lessons learnt and also disclose how they now operate one of the largest ticket agencies in the UK.

 

THE DEEP DIVE: Creating the Ultimate High Performing Organization

  • Bill Hogg, CEO | Performance Excelerator, Bill Hogg & Associates

In this complementary workshop, Mr. Hogg will cover in more detail some of the specific real life tactics and bullet-proof systems that he has used to engage and ignite a passionate higher performing culture.
Key Learnings:

  • Building a hiring process that focuses on character versus competence
  • How to use the onboarding process to set the foundation for long term engagement
  • Discover 2 key ingredients to keep your people FIRED UP & FOCUSED

In both sessions Bill will share real life client examples from his work with; TIFF, Canadian National Exhibition, Ontario Place, Pita Pit, ServiceOntario.

 

With Every Revolution Comes an Inconvenient Truth

  • Kurt Schwartzkopf, Senior Vice President, NBA/NHL Arena, Ticketmaster

The industry's move to digital ticketing has been slow, partly driven by a sub-par fan experience. At the same time, event stakeholders still lack a firm understanding of digital options and benefits. This means thousands of fans walk through your doors, yet they're strangers to your organization. This anonymity poses a security risk by raising exposure for stakeholders. Thankfully technology has caught up, and the fan experience is better than ever. In this session learn more about the future of digital ticketing, and how it can provide both compelling fan data and venue security.

3:00 - 3:30 pm

Networking Break

3:30 - 5:00 pm

 

 

 

 

 

 

 

Breakout by Type of Organization

Conference breakout sessions provide an opportunity to participate in discussions that are directly related to your organization type or special interest.

Arenas/Large Venues/Sheds
Attractions/Museums
Performing Arts
Presenters
Pro/College Sports
Small Venues
Ticket Agencies
Universities/Colleges

5:00 - 7:00 pm
Exhibition Hall Opening & Reception

MONDAY | TUESDAY | WEDNESDAY | THURSDAY

 
WEDNESDAY, January 25, 2017

9:00 am - 6:00 pm

Registration and Hospitality Desk Open
Sponsored by Spectra Ticketing & Fan Engagement

9:30 - 10:30 am

Concurrent Workshops

 

Motivating our Volunteer Leaders for Mutual Success

  • Alicks Girowski, Volunteer Manager, HotDocs
  • April Moon, Associate Director of Audience Services, Canadian Stage

Chronic resource shortages in the arts means greater dependence on volunteers at all levels to help our organizations survive and thrive. Besides our day-to-day operational volunteers, we rely on skilled volunteer leaders to provide vision, motivation and connection. This workshop will explore best practices in engaging and motivating Board members and other high level volunteers, with an emphasis on building relationships, strengthening loyalty, and providing experiences that are fulfilling for both staff and volunteers.

 

Rethinking CRM: 7 Simple Steps to Growing Your Audience

  • Libby Penn, Group Managing Director, Spektrix

It's crucial to get CRM right but why does it feel like no one is really succeeding at it? In this session you'll hear that contrary to what we've been taught, CRM isn't rocket science and will challenge the way you usually think about your customer relationships. In providing you seven key action points for setting up your organization for success and improving the customer experience, you will learn how to instill a CRM strategy that is relevant, manageable and insightful.

 

THE DEEP DIVE: Creating the Ultimate High Performing Organization [REPEAT]

  • Bill Hogg, CEO | Performance Excelerator, Bill Hogg & Associates

In this complementary workshop, Mr. Hogg will cover in more detail some of the specific real life tactics and bullet-proof systems that he has used to engage and ignite a passionate higher performing culture.
Key Learnings:

  • Building a hiring process that focuses on character versus competence
  • How to use the onboarding process to set the foundation for long term engagement
  • Discover 2 key ingredients to keep your people FIRED UP & FOCUSED

In both sessions Bill will share real life client examples from his work with; TIFF, Canadian National Exhibition, Ontario Place, Pita Pit, ServiceOntario.

 

Turning Relationships Into Gold

  • Shane Burkett, Director, Strategic Marketing, Agile Ticketing Solutions

Did you know that a well-planned, well-ran, membership program can actually add up to 25% to your organization operating budget? This session will help you capitalize on the relationship assets of your organization by creating, maintaining or enhancing your membership program. This is rich, interactive seminar that's filled with insights that every art house membership manager and executive director should know.

 

Unlock the Power of RFID: Next Level Customer Interactions

  • Keith Goldberg, Vice President of Marketing, Vendini

RFID technology has transformed the festival experience. The small chips are usually hidden in decorative wristbands worn by attendees, which can be scanned - making access control and entry a breeze. It's a quick and easy way to tell who is allowed where, and more importantly, who isn't - all with one scan, making security's job that much easier. And there are hundreds of ways to get creative with RFID, you can use these micro tags instead of physical tickets, integrate social media into the experience, implement cashless payments and so much more.

 

Welcoming All Audiences: Impact of U.S. Bathroom, Gun and Other Laws

  • Maureen Andersen, Vice President, Arts & Entertainment, AudienceView

In response to the North Carolina bathroom bill, Cyndi Lauper and Harvey Fierstein rewrote a song from Kinky Boots - "Just Pee!" became a quick viral hit. While the song shows support for the transgender community, the outlook for the state's entertainment economy isn't looking good. At the same time, other laws are impacting venues across the United States. Industry insiders and executives from venues of various types, sizes and geographic locations will discuss how various laws impact their venues morally, ethically and from a business perspective.

10:30 - 11:00 am

Networking Break

11:00 - 12:00 pm

Concurrent Workshops

 

Adopting a Mobile-First Strategy

  • Lisa Langham, Manager, Client Partners, Spectra Ticketing & Fan Engagement
  • Jamie Vosmeier, Senior Director of Sales and Marketing, The Fox Theatre Atlanta

Mobile devices and smartphones are now more than just a device to send messages and browse websites. They're devices for varied use, increasingly in eCommerce. Mobile usage has overtaken desktop usage, and with the growing trend towards handheld devices, the ticketing industry has seen an uptick in mobile-first strategies. We'll hear how organizations are pioneering change in mobile ticketing to create new, innovative features designed specifically to create a more seamless experience while searching for and purchasing tickets. Hear how optimized purchase flows enhance event information listings, displays dynamic venue maps and views from seats, and limit clicks to conversions.

 

Blurring the Line of Primary and Secondary Ticketing

  • Kim Damron, Chief Operating Officer, Spectra Ticketing & Fan Engagement
  • Kate Green, Senior Manager of Fulfillment Strategy and Account Management, StubHub

Primary and secondary ticketing are constantly evolving both from a technology and industry adoption perspective. With ongoing innovation and broad scale distribution, consumers are seeing less of a line of delineation between primary and secondary ticketing. For a consumer, often "a ticket is a ticket" and they are not discerning between primary and secondary sources. Join leading organizations from primary and secondary ticketing companies as well as venues who have realized success in blending messaging, technology, analytics and customer experience to raise the bar on primary and secondary ticketing

 

Managing Explosive Growth: Lessons Learned From New York Comic Con

  • Brian Arnone, Chief Operating Officer, ShowClix
  • Lance Fensterman, Global Vice President, ReedPOP
  • Greg Topalian, Founder, LeftField Media

What can the challenges and triumphs of running one of the world's most iconic pop culture conventions teach us about building more engaging events? Join Greg Topalian and Lance Fensterman, the minds behind New York Comic Con and other powerhouse fan events, as they reveal the secrets to their success and explore ways that event organizers and marketers can use these learnings to supercharge their events.

 

One for the Vendors: Supplier to Supplier Relationships

  • Dan DeMato, President, FutureTix
  • Russ Stanley, Managing VP Tickets Sales and Services, San Francisco Giants

A unique session designed to advance the industry by helping vendors answer these critical questions: Buy Versus Build - which functionality should be native to the ticketing system as opposed to being provided by a best-of-breed third party solution. Published APIs - pros and cons of establishing comprehensive APIs for vendor-to-vendor integrations. Third Party Apps - which comes first, the venue or the ticketing platform, how do I introduce my new product into the marketplace. Are our two separate innovations exponentially improved when combined? Panelist discuss the factors in these key areas to help improve the venue and consumer experience.

 

The Battle At Bristol: Ticketing College Football's Biggest Ever!

  • Landon Owen, Director of Ticket Sales, Bristol Motor Speedway

The Pilot Flying J Battle at Bristol was announced on October 14, 2013 and brought with it the buzz of nearly two decades of speculation and anticipation from two of college football's best fanbases. As if the idea of staging a football game at a racetrack wasn't difficult enough, the ticketing plan was as unique as the novelty itself. Hear how the game came about and how the plan was devised to sell more tickets to this game than any other in history, while not losing sight of the core NASCAR business on which Bristol's legendary reputation was built.

 

Welcoming All Audiences: Impact of U.S. Bathroom, Gun and Other Laws [REPEAT]

  • Maureen Andersen, Vice President, Arts & Entertainment, AudienceView

In response to the North Carolina bathroom bill, Cyndi Lauper and Harvey Fierstein rewrote a song from Kinky Boots - "Just Pee!" became a quick viral hit. While the song shows support for the transgender community, the outlook for the state's entertainment economy isn't looking good. At the same time, other laws are impacting venues across the United States. Industry insiders and executives from venues of various types, sizes and geographic locations will discuss how various laws impact their venues morally, ethically and from a business perspective.

12:00 - 2:00 pm

INTIX Awards Lunch

2:00 - 5:00 pm

Exhibition Hall Open with Dessert

2:15 - 3:45 pm

Regional Ticketing Group Meeting

4:00 - 5:00 pm

Committee/Task Force Chair Meeting

7:00 - 10:00 pm

INTIX Celebration

MONDAY | TUESDAY | WEDNESDAY | THURSDAY

 
THURSDAY, January 26, 2017

9:00 - 12:00 pm

Registration and Hospitality Desk Open
Sponsored by Spectra Ticketing & Fan Engagement

9:30 - 11:00 am

Annual Business Meeting Breakfast

11:00 am - 12:00 pm

Concurrent Workshops

 

A Fireside Chat with Promoters & Venues

  • Scott Phillips, Director, Ticket Operations, Maple Leaf Sports & Entertainment Ltd.

Grrrr....why do they always ask me for this report?? Why is everything so last minute?? Why so many restrictions?? Whenever a promoter brings a show to your venue, they always bring along a list of demands. Are they necessary? Are they just trying to ruin your life? Now is your chance to ask why and to get a clear understanding of how important it is to them and the performance that we do as we are asked. Come hear from Live Nation, AEG, and more.

 

Board Tawk: A Conversation About Board Level Leadership

  • Glenn Tecker, Consultant, Tecker International

This interactive session is especially designed for individuals interested in considering a position on the Board of Directors. Professional governance expert Glenn Tecker examines the legal responsibilities, role contribution, and rewards of being a member of an association board.

 

Calm Out of Chaos: Anticipating & Preparing for an Emergency

  • Aaron Godbey, Department of Homeland Security
  • Ellen Yehling, Director of Ticketing, Verizon Arena

An update of a very well reviewed presentation offered last year, Representatives from the Department of Homeland Security and the NOLA SWAT team will provide experts to share best practices in preparing your venue and offices in the case of a terroristic threat or an active shooter situation.

 

Connecting APIs with Opportunities: Reach New Patrons, Sell More Tickets & Make More Money

Bringing more customers to your events is a critical component to the health of your business. We'll hear from industry experts who have demonstrated proven ways to grow the acquisition funnel with new customers through mobile, digital and eCommerce event discovery strategies. Learn how these strategies will help you to extend your brand, reach and sell more tickets by offering new features and functionality through technology integrations that make it easy for customers to find tickets to your events.

 

Inventing the Customer Experience of the Future: A Brainstorming Game

  • Eugene Carr, CEO, Patron Technology, Inc.
  • Michelle Paul, Director of Product Development, Patrol Technology, Inc.

The session will start with a ten-minute summary of research drawn from Patron Technology's ten-year arts patron research study, which demonstrates conclusively just how important personalizing the patron experience is for single ticket sales, season/subscriptions, and fundraising. Then the presenters will strip away all the realities and problems of your real life organization -- your venue, your budget, your boss -- and you'll get creative with your colleagues as you invent the customer experience you've always wished you could offer. At the end of the session, you'll go home with ideas you can implement today, tomorrow, and in the future.

 

Protecting Your E-Commerce Site from Fraud And Chargebacks

  • Mandi Grimm, Training Manager, Etix
  • DJ Murphy, Editor-in-Chief, Partner, CardNotPresent.com

Serving your customers online and offering the immediacy of digital delivery has become a fundamental expectation. You can't survive without it, but fraud and the associated chargebacks are eating significantly into your bottom line. With EMV migration in the U.S., card-not-present fraud is now the biggest category of fraud worldwide. This panel will bring together experts from the ticketing and fraud-prevention industries to tell you how you can get started protecting your e-commerce site from fraudsters and how to prevent and fight the chargebacks that result when fraudulent transaction DO get through.

12:00 - 2:00 pm

Exhibition Hall Open with Lunch Buffet

1:00 - 2:00 pm

Committee Meetings

2:15 - 3:45 pm

3:45 - 4:00 pm

Closing Keynote

Preview of the 2018 Annual Conference in Baltimore

2:00 - 5:00 pm
Exhibitor Move-out
   
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