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INTIX | Ticketing Conference | Inspiration Stage

Inspiration Stage - Sponsored by the Tessitura Network are venues to provide mini learning opportunities in a collaborative and conversational environment. They offer bite-sized learning opportunities, perfect for a quick hit of new knowledge and several great ideas. The Inspiration Stage space is designed to facilitate conversation and peer-to-peer learning. All sessions are 15 minutes long with 5 minutes of Q&A at the end.

All Inspiration Stage - Sponsored by the Tessitura Network workshops take place in the Chemin Royale Foyer, past the Exhibit Hall entrance.

Tuesday, January 24, 2017

11:30 am - 11:50 am

A Commitment to Accessibility

  • Nicole Keating, Assistant Vice President of Business Intelligence, Adrienne Arsht Center for the Performing Arts

Is your organization doing everything it can to remove barriers, provide opportunities, and deliver great guest service to everyone regardless of ability? According to the 2010 U.S. Census, approximately 19% of the population has a disability, and combined, people with disabilities represent more than $200 billion in discretionary spending. Wouldn’t an institutional commitment to accessibility represent an opportunity to invite engagement with more people in your community?  Such a commitment doesn’t need a team of experts. Nicole Keating shares insights and ideas from her work with the Adrienne Arsht Center as well as from her experience as a founding member of Florida Access Coalition for the Arts.


11:50 am - 12:10 pm

Customer Service for All To See

  • Anwar Nasir, Audience Services Manager, Los Angeles Philharmonic Association

Fleeting are the days where customers only contact you via mail, phone, or even email.  In today's digital space, customers are expecting you to meet them where they are to solve their concerns.  Be it via a Facebook post, tweet, or yelp review, how do you respond to customers in a public space?  This session will serve as a quick do's and don'ts on how to manage your customer service in social media spaces.

12:10 - 12:30 pm
Learn to Reduce Stress in Only 5 Minutes a Day!

  • Victoria Cary, Senior Director, Ticketing SHN Orpheum Theatre

It's stressful out there! In the dynamic world of ticketing, the stressors are many and sometimes seem non-stop. Take 15 minutes and learn how to find some peace and ease in the midst of chaos.  Mindfulness meditation has proven to be an effective way to learn how to reduce stress, increase happiness and help bring more balance to your life.

2:00 pm - 2:20 pm

Challenges in Mobile Ticketing

  • Chris Ostoich,Co-Founder, LISNR

There are serious challenges with ticketing for venues, especially in mobile. Let's look at those more closely and unpack how the rest of us can improve the ticketing experience overall for guests.


2:20 pm - 2:40 pm

Making a Marketing Powerhouse: Tips From Thumbs, Tickets, & Testing

  • Robyn Bald, Director of Marketing Services, Ticketfly
  • Mike Mauer, Marketing Director, Huka Entertainment

Ticketfly and Pandora joined forces in late 2015 to create the world’s most powerful music marketing platform. What they quickly learned is that the road to realizing an audacious vision is paved with numerous experiments across multiple channels. Join Robyn Bald, Ticketfly Director of Marketing Services, and Mike Mauer, Marketing Director at Huka Entertainment, as they share best practices that helped them crack the live event marketing rulebook wide open. They’ll cover: How to identify and target the right audience. Measuring the end-to-end customer journey. How to track and market to a mostly mobile audience. How to find and best leverage effective marketing channels.

2:40 pm - 3:00 pm

The World Turned Upside Down

  • Steven Roth, President JCA Arts Marketing and the Pricing Institute

How often does standard practice and logic fly in the face of reality?  This session will feature some counter-intuitive thinking and the value of pre-planning, which can give you the flexibility to make better decisions about ticketing, data, and patrons. Topics to be covered include:
- Subscription isn't dead, but patience is.
- How to take the surprise out of the surprise hit
- Story time - managing the customer experience is all about the stories you tell

Wednesday, January 25, 2017

9:50 am - 10:10 am

Bringing Mobile Ticketing to Offline Industries

  • Brian Fenty, Co-Founder & Executive Chairman, TodayTix

At 23 years old, Brian became one of Broadway's youngest producers, a time which inspired a multi-year initiative to document, analyze and compile the first index-style data-set for Broadway investing. Brian's final theory, coupled with his experience in venture capital, led him to explore alternative business models in the theater world, and ultimately brought co-founder Merritt Baer and Brian together to form TodayTix. Uniting and attracting millennials through mobile technologies can be daunting for arts organizations, but when you broadcast at the frequencies accessible to young audiences, efficient and outsized results will follow!


10:10 am - 10:30 am

Join the Open Ticket Sales Revolution!

  • Jeff Ianello, EVP, Client Partnerships, SeatGeek
  • Fred Maglione, Executive Chairman, Americas TopTix

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.


11:00 am - 11:20 am

Time Management Tips & Tricks in 15 Minutes

  • Bruce Mayhew, President, Bruce Mayhew Consulting

Imagine Time Management techniques that help you concentrate on your Most Important Work. Bruce Mayhew Consulting (BMC), will introduce Time Management techniques and habit forming activities you can begin using immediately to achieve greater personal and professional success, enjoyment and work/life balance. Join us to explore how you and your co-workers can plan your best day – everyday.


11:20 am - 11:40 am

The Bach Office: Why a Quiet Box Office is Good

  • Joseph Yoshitomi, VP Marketing Strategy, TheaterMania/OvationTix

A decade ago, theater box offices were tangled in phone cords, weighed down by bulky computer monitors and crowded with staff--and that was a good thing! The modern box office anticipates patron needs using good data, strong customer service principles and technology to engage donors and ticket buyers without saying a word. OvationTix VP Marketing Strategy Joseph Yoshitomi maps these engagement points and offers takeaways with immediate positive impact on box office workflow, patron satisfaction and sales.

11:40 am - 12:00 pm

Growing and Maintaining Subscribers

  • Kelley Monts de Oca, Director of Ticketing, Durham Performing Arts Center (DPAC)

Topics of discussion include presenting options to subscribers including payment plans, delivery preferences, and ways to contact.  Discuss how to ensure you have cohesive messaging, improving interdepartmental communication, special subscriber events, and how to make subscribers feel important.  Other ideas include post-show, pre/post season surveys, customer service best practices and the concepts of "never turning a subscriber away" and "always say yes."  Review best ways to communicate, touch points, and how to speak to new subscribers differently.  Finally discuss best practices for using data to its best advantage and monitoring wait times by phone, in person, and on show night.

Thursday, January 26, 2017

11:00 am - 11:20 am

Parking for Patrons: From Pain to Gain

  • Dominic Chartrand, Founder and CEO, VenueParking

Offering adequate parking information to commuting patrons is the logical thing for a venue to do.  Offering them a guaranteed spot is gold? literally.  According to a survey conducted in Montreal, Canada, 26% of drivers said they would DEFINITELY attend more shows in Montreal's entertainment district if they had a guaranteed parking space. Check out how Cirque du Soleil transformed this everlasting pain into a revenue-generating opportunity through paperless technology and how patrons got a kick out of it.


11:20 am - 11:40 am

Mandatory Check-In: Airlines Have Closed the Loop. Why Not Events?

  • Alan Gelfand, Fair Ticket Solutions

The $725 billion airline industry has deployed automated ID verification for 20+ years.  Why not the event industry?  We all want a single, "silver bullet" solution that will close-the-loop on ticket circulation, and fully fortify our consumer eco-systems.  But no single ticket type can get it done.  We need a model that serves all combinations of ticket formats across every event type.  The answer?  Two-stage ticket authentication:
 *Automated ID verification,
 *Just-In-Time barcode activation.

Centralize your marketplace.  Revolutionize the selling experience.  Stop $8 billion discretionary dollars from leaving your eco-system.  And know your customer by name!


11:40 am - 12:00 pm

From Theory to Practice: Applying Behavioral Economics to the Arts

  • Sara Billmann,Director of Marketing and Communications, University Musical Society (UMS), University of Michigan

The fields of behavioral economics and consumer psychology provide us with theories about why people behave the way they do. But do these theories work for the arts? Sara Billmann explores recent work by leading behavioral economists and how their research can become your reality. 

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