TICKETING TECHNOLOGY FORUM 2015 • 17-18 MARCH 2015 • WEMBLEY

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PROGRAMME PREVIEW V1

THE MOVE TO MOBILE

CRM & SOCIAL MEDIA

NEW TECHNOLOGY

DYNAMIC PRICING

SECURITY & FRAUD

DIRECT-TO-FAN

DATA & ANALYTICS

API INTEGRATION/PORTALS

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THE FUTURE...

AND MUCH, MUCH MORE...

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TICKETING TECHNOLOGYF RUM

TICKETING TECHNOLOGY FORUM

17-18 MARCH 2015 • WEMBLEY, LONDON

Xperiology presents its 3rd annual

WWW.TICKETINGTECHNOLOGYFORUM.COM

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Tuesday, 17 March 201508.00 Registration and Coffee in The Marketplace

08.50 Welcome to Ticketing Technology Forum 2015

SESSION 1: THE MOVE TO MOBILE 09.00 Mobile Phones – What Next? As mobile phone manufacturers and operators jostle to crack mobile payments and win the war with operating systems, it is important the live events business keeps apace with mobile technology to stay in the game. Knowing which technologies will stick and which might fail will ultimately dictate where our investment should be directed. Hear the latest on Apple versus Android, how are they securing mobile payments and where is mobile phone technology going.

09.30 Mobile Ticketing – Successful Implementation Case StudyMoving from paper to mobile ticketing will ultimately save money in the long run. In the meantime, running paper and mobile ticketing side by side will bring its own challenges. During this session we hear first-hand the learning curve one organisation negotiated as they chose a technology, changed user behaviour and overcame user data and connection issues. Was it all worth it?

10.00 Key Trends in Mobile Phone and Social Media UsageUnderstanding how tomorrow’s customer interacts with technology and social media is the key to informing our investment decisions and future proofing our ticketing systems. During this insightful session we will find out how key demographics interact with technology and social media.

• Andy McGuire, Associate Director, Ipsos MediaCT, UK

10.30 Morning Coffee in The Marketplace

SESSION 2: CRM & SOCIAL MEDIA 11.00 Panel Session: Turning Engagement into Ticket SalesWith almost everybody in the industry now fully engaged on social media (with some even hiring teams of social media specialists) it is vital that our investment is realised. During this session we will look at how organisations are finding new ways to actively engage their audience, the technology behind one-click ticket sales and the difference they are seeing in their sales figures.

• Carl Lenaerts, Head of Business Department, Club Brugge, Belgium• Angela McGuire, Ticketing and Merchandising Manager, Red Bull Air Race, Austria

11.30 Driving Revenue and Interaction On-Site In the technology revolution, the hard work doesn’t just stop when the day of the event comes around, there is still a chance to drive revenue and improve relationships even after the proverbial fat lady sings. During this session we will explore how best to manage upgrades, ways to enhance the event experience and what is possible with RFID, QR codes and applications after the doors have opened.

TICKETING TECHNOLOGY FORUM 2015 • 17-18 MARCH 2015 • WEMBLEY

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THE KICKOFF

DON’T MISS THIS

12.00 Panel Session: Driving Revenue Online – What did the Recession Teach Us? Necessity is the mother of invention and the past five years of recession have driven us to find new and innovative ways to maintain audience numbers via social media platforms and discount sites. As the pressure starts to ease and sales become easier to come by, what lessons can we take forward into the next economic cycle? Which strategies worked, which platforms are likely to become redundant, how can we better manage user behaviour and what, on reflection, actually caused more harm in the long term?

12.45 Lunch in The Marketplace

Session 3: NEW TECHNOLOGY 14.15 Innovations Showcase Keep up to date with new technologies and find out what innovative applications and software are coming to the market as we showcase new start-ups during our pecha-kucha style session. Each new technology will have under seven minutes to pitch their product and convince you of their revenue driving or cost cutting benefits.

15.15 Migrating to Cloud Technology Is migrating to cloud technology really worth the hassle? During this session we will look at the return on investment for moving to a cloud based ticketing solution; investigate the security and privacy issues in light of recent cloud security breaches; and we will discuss the best ways to go about migration.

15.45 Afternoon Coffee in The Marketplace

16.15 Advances in Financial Technology During our next session we will get up to speed with advancements in the online payments industry. We will ask whether mobile wallets are likely to take off; find out how Android is likely to respond to Apple Pay; and we will look at the usage data for one-click payment solutions such as PayPal and Amazon 1-Click.

16.45 Case Study - On-Site Wristband Tickets and Payments Barclaycard and Southampton FC have signed the world’s first deal to roll out the use of bPay wristbands at games for small payments inside the ground. They have plans to extend the use of the wristbands to allow them to be used as tickets. During this session we will look at how the technology works, roll-out plans and issues to be overcome to see wristband tickets become a reality.

17.15 Panel Discussion: Major EventsA total of 950 thousand tickets were sold for the Rugby Union World Cup in September 2015 with 650 thousand applications made for England versus Australia alone. During this session we will examine demand planning for major events, the ballot process, the underpinning technology and what we can learn from recent major events.

• Paul Williamson, Managing Director, Sports Ink Associates, UK• Tony Pearson, Consultant FIFA World Cup™, MATCH Services, UK

17.45 Closing thoughts

TICKETING TECHNOLOGY FORUM 2015 • 17-18 MARCH 2015 • WEMBLEY

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PANEL DISCUSSION

Wednesday, 18 March 201508.50 Welcome Back

Session 4: DYNAMIC PRICING/DEMAND-BASED PRICING09.00 KEYNOTE: Dynamic Pricing in US Sport

09.30 Panel Discussion: Dynamic Pricing – European Case StudiesDynamic pricing throws up a few questions that need to be answered such as: how do you maximise ticket revenue without penalising loyal customers; how do you ensure a ticket isn’t under or overvalued and can technology constantly compare prices to the secondary market? Is Europe ready to embrace demand-based pricing models for live entertainment? The arts and culture sector is ahead of sports but what are the barriers to further utilisation?

• Thomas Wickell, Marketing Director, Malmö Opera, Sweden• Soenke Scobel, Sales & Marketing Manager, Stage Entertainment, Germany• Jacquie Cassidy, Ticketing Development Manager, Historic Royal Palaces, UK

10.30 Morning Coffee in The Marketplace

TICKETING TECHNOLOGY FORUM 2015 • 17-18 MARCH 2015 • WEMBLEY

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International Networking Reception> Catch up with colleagues from around the world and make new business contacts, as the future of live entertainment gathers for drinks and canapés.

DRINKS & CANAPÉS: 19.00-21.30

11.00-12.15: PARALLEL SESSIONS

12.15 Lunch in The Marketplace

13.45-14.45: PARALLEL SESSIONS

Session 5: SECURITY & FRAUD11.00-11.30 Dot.tickets Plans to secure, operate and market the domain name .TICKETS on the new generic Top Level Domain (gTLD) registration system in order to combat the use of fake ticket sites are coming closer to becoming a reality. During this session we will ask the architect of the scheme to clarify how they plan to qualify ticket sites, educate users and roll the scheme out globally.

• Steve Machin, Founder, Stormcrowd, UK

Session 7: API INTEGRATION/PORTALS11.30-12.15 Update on West End IntegrationAt last year’s Forum we brought you a case study from the West End on their API integration. A year on, we are revisiting the West End to find out if the prophesied advantages of linking up have become reality; how are they managing data ownership across multiple organisations; and where open API technology is headed.

• Ian Taylor, Ticketing Manager, AKA, UK

Session 6: DIRECT TO FAN11.00-12.15 D2F – Flipping the BusinessDirect-to-Fan seems to have legs as more and more platforms spring up with an offering, but what do the promoters and the artists themselves think of it as a concept and which are the best platforms? We will ask one promoter to talk about their own experiences of D2F.

Session 8: SYSTEMS13.45-14.15 Crafting the EnterpriseIf we had our time again, would we set up our technology systems differently? Would we ensure that each system is able to talk to each other and redesign business and information flows to allow the business to work more efficiently? During this session we will dare to think like an organisation (rather than just as a department) as we take a long view at whole system design.

• Chris Boyd, Director of Digital Architecture and Transformation, Telefonica Digital, UK

Session 9: DATA & ANALYTICS13.45-14.45 Managing & Using of Big DataWe’ve all started to look at new and innovative ways we can collect customer information, but once we have this mass of data, what should we be doing with it and more importantly, what can it do for us? During this session we will be looking at the responsibility of owning and managing personal information and how and when we should use our knowledge of customer likes and dislikes to reach out.

• James Charrington, Director, Jampot Consulting Ltd, UK

TICKETING TECHNOLOGY FORUM 2015 • 17-18 MARCH 2015 • WEMBLEY

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TAKE YOUR PICK...

14.45 Afternoon Coffee in The Marketplace

Session 11: HIGH VOLUME TICKET SALES

15.15 Coping with High Demand Coping with high demand in a short space of time has become a pre-requisite for those managing the ticket systems of some of our biggest acts and festivals. Yet it is no mean feat to keep up with demand when 150 thousand tickets are sold in 26 minutes - as we saw with Glastonbury this year. It isn’t just the ticket system that has to hold up, but so do our payment gateways and financial partners as our security systems attempt to beat the bots. During this session we will look at advances in high volume sales technology.

Session 12: THE FUTURE

15.45 Ticketing RevolutionsAs we close Ticketing Technology Forum 2015 we will look to the future and what might disrupt and revolutionise the ticketing industry in the coming years.

16.15 Closing thoughts

TICKETING TECHNOLOGY FORUM 2015 • 17-18 MARCH 2015 • WEMBLEY

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Session 10: SYSTEMS14.15-14.45 A ‘joined up’ Systems ApproachAs technology has progressed and new parts of the business have been automated, so has the need to ensure they can all talk to each other. The Aberdeen Performing Arts venues recently decided to take a joined-up approach to their ticketing and other IT systems. Find out how they went about putting together a robust and future IT infrastructure and what it has done for their organisation as a whole.

• Leon Gray, Information and Business Systems Manager, Aberdeen Performing Arts, UK

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17-18 MARCH 2015 • WEMBLEY

TICKETING TECHNOLOGY FORUM 2015

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