At INTIX’s 2024 conference, the buzz was all about the future — more specifically, how technology is rapidly reshaping the landscape of venue management and customer service. With over 1,500 attendees, this year’s event was not just a gathering; it was a clear indicator of the industry’s eagerness to adopt innovative solutions.
Here’s what our VP of Entertainment, Micah Hollingworth, gathered about the current state of technology in venue management while attending INTIX 2024, as well as his tips on how professionals can navigate these changes.
Getting Started With Technology
“The pace at which new tools and vendors are emerging has taken many by surprise. The curiosity to integrate technology like AI into day-to-day operations is high among venue professionals,” Micah shares. Yet, many are at a crossroads and are figuring out how to begin. The consensus? Dive in. The potential of technology to establish smooth, yet impactful operations while increasing positive guest experiences is undeniable, but finding how it best fits your needs requires experimentation and adoption.
More With Less: A Post-Pandemic Challenge
With the lingering impact of the pandemic, the theme of doing more with less dominates conversations. “With fewer resources and an increased workload, venue professionals are seeking efficient ways to support their teams and manage escalating demands,” notes Micah. This calls for the strategic use of technology to maximize productivity without compromising quality.
Raising the Bar for Ticketing & Customer Service
“The ticketing and customer service departments within venues are playing catch-up,” he explained. The expectation for seamless, digital-first experiences — similar to what consumers receive from large retail platforms — is now a standard that venues must meet. Solutions that offer frictionless service, similar to the simplicity of booking a ride with Uber, are in demand.
QR Codes: Enhancing the Venue Experience
QR codes are proving to be invaluable, especially on-site at large venues. By tailoring QR codes to specific sections and anticipated needs, venues like the Houston Astros are making strategic decisions to improve guest experiences. Micah shares that this approach not only addresses immediate needs but also provides insightful data for making future enhancements and better business decisions.
AI and Operational Efficiency
“For venues looking to leverage AI, starting with a basic ChatGPT account is recommended. Experiment with it for routine tasks to understand what it’s capable of doing for you” advises Micah. AI should be seen as a tool to augment human effort, not replace it. It’s about using technology to fast-forward through the mundane and focus on what truly requires your expertise.
Looking Ahead
The future of venue management is bright, with AI and other technologies at its core. However, the real magic begins when these tools are integrated into business operations. The next 18 months are poised to be a transformative period, with AI’s full potential being unlocked through intuitive, user-friendly solutions.
As we reflect on INTIX 2024, it’s clear that the journey toward technological integration is both exciting and essential. For venue professionals, now is the time to embrace innovation, experiment with new tools, and prepare for a future where technology and human ingenuity create unforgettable experiences.
