Our whistle-stop New York trip to INTIX 2020.

What did the Booking Protect team learn from our New York trip to INTIX?

The team enjoyed our trip to the Big Apple last month, paying a visit to INTIX, one of the world’s biggest ticketing conferences.

INTIX brings together professionals in the ticketing industry, sharing thoughts from leaders in our field and offering unique networking opportunities.

The team arrived in New York to attend the INTIX opening party and catch up with connections and clients from across the globe. For the next few days we manned the impressive (even if we do say so ourselves!) Booking Protect stand and enjoyed countless insightful conversations with industry experts.

The Booking Protect team also had chance to visit some of the city’s most influential venues. We enjoyed an exclusive tour of Radio City Hall, plus visits to Minskoff Theatre and NYU. 

What did we learn?

We sat in on many inspirational sessions providing valuable insight into the world of ticketing. Our very own CEO Simon Mabb took part in a session hosted by ticketing expert Dave Wakeman. Together with panellists Guislane Bulman from Ticketpro and Fred Aouad from Stay22, the panel discussed the importance of service in ticketing. The panel felt product design should be at the heart of customer service, as more and more businesses start to prioritise good customer experience.

We also enjoyed a panel discussion on “How to Profit from the Experience Economy” hosted by AudienceView’s CMO Mike Evenson. Panellists included Jonathan Boulter from Moss Arts Centre, Christina Pryor from Opry Entertainment and Aren Murray from the Tobin Centre for the Performing Arts.

Improving customer experience

Generally, the panel had similar views on the importance of customer experience. They felt high value limited products and a strong F&B offering (possibly themed to suit individual events) would help to increase venue revenue. Hosting pre-parties for general admission events was also discussed as a great way to increase revenue and manage queues.

Critiquing and suggesting improvements after the event was also discussed. All too often in this industry, event organisers are so pleased their event has gone smoothly, they forget to analyse what could be done even better. Using customer feedback to shape experiences will ultimately help theatres and event organisers to increase loyalty and referral rates. Customers will return to and recommend a venue that has provided a memorable and seamless customer experience. As we know from our own experience using Trustpilot, reviews can be incredibly beneficial to businesses as they provide a genuine insight into customer experience. Businesses can quickly see what they’ve done well, and what can be improved. And the best way to get feedback and reviews? Simply ask. Customers are often keen to share their thoughts if a business asks for it.

The panel also discussed the importance of utilising venue space. For example, theatres found hosting sporting events widened their audience. People who wouldn’t normally visit a theatre bought tickets for the event, and from there were exposed to publicity tempting them to return to see other shows and events they wouldn’t normally be aware of. Tapping into an untapped market is key for venues looking to reach a wider range of ticket purchasers.

We wrapped up our time at INTIX in style at the official conference celebration, followed by the AudienceView after party!

Exploring New York City

Our Business Development Manager, Cath Healy, is staying over the pond for another few weeks. She’ll be reaching out to new and existing partners to chat about Booking Protect and how our service can help arts organisations. Cath is having a great time exploring the USA. Immersing herself in the creative world, so far she’s already enjoyed Nutcracker Rouge at Company XIV and met the “Mayor of Bushwick” himself!

Wherever you’re based in the world, Booking Protect would love to hear from you. We work with prestigious partners across the globe to provide refund protection at their venues. Get in touch to find out how we can help you.



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