Guest Experience Conference Day One: Wednesday, 17 June 2020

8:30 am - 9:30 am Registration & networking

9:30 am - 9:35 am Opening remarks by IQPC

9:35 am - 9:40 am Opening remarks by the Chairperson

9:40 am - 10:00 am PRESENTATION: Re-visit your visitor experience strategy – Ways to create the best guest & visitor experience

A good experience can ensure that the visitor is satisfied and converted into a loyal and returning customer. Identifying the basic elements of a good experience is key and continuously improving these further to deliver better than the competitors do. Technical advancements are great but the basics and consistency should be in place first. Looking into how to create the strategy, keep moving forward and delivering a full circle of services. Best ways to align people, processes and technology

10:00 am - 10:30 am PANEL DISCUSSION: Hiring, training & enriching staff & volunteers to deliver top-class experience

Latest technological innovations are at the forefront to taking experiences to the next level, but staff and volunteers will remain the face-to-face connection for the visitors. Happy staff will ensure happy visitors. Identifying the correct candidates, asking the right questions, structuring the teams correctly and empowering the staff and volunteers is as important as having the latest technology. Experts will discuss their ideas, best practices and share their knowledge on how they have hired, structured and enriched staff to deliver the best possible guest and visitor experience

10:30 am - 10:50 am PRESENTATION: Enhancing the Guest & Visitor Experience though Gamification – How to Gamify the Experience?

Traditionally museums, attractions and hospitality destination haven’t been offering digital experience in the form of games to explore and educate the visitors but that is changing at a fast pace. Audience are now moving towards a digital experience but is this needed? Can it work for any destination? How can it work for your destination? What is needed to gamify and implement? What are the challenges to gamify the experience?

10:50 am - 11:05 am Speed networking

11:05 am - 11:30 am Refreshments & networking break

11:30 am - 11:50 am PRESENTATION: Delivering a seamless experience from start to finish – consistency is key

Future innovations doesn’t matter if the basics aren’t right, a destination with technical advancement is great, but not if the usual processes aren’t functioning seamlessly. A guest who has check-in or ticketing issues is less likely to return in future. Ideas & best practices shared on how to ensure each touch point is problem-free and how to integrate systems to ensure the guests & visitors have the best experience possible.

11:50 am - 12:10 pm PANEL DISCUSSION: Enhancing the experience with a data-driven attitude – How to become data-driven and why?

To deliver the best possible experience to your guests and visitors, we need to know what they want first. Strategies on how to gain valuable feedback data, how to analyse this data, extract insights and implement improvements will be discussed. How can we further utilise data to reach new customers and increase footfall?

12:10 pm - 12:30 pm CASE STUDY: Design of theatrical guest engagement journey and conversion to magical journey moments

Ertan Yetisener - Director of Operations, Museum of the Future

Ertan Yetisener

Director of Operations
Museum of the Future

12:30 pm - 12:50 pm CASE STUDY: How has technology and imagery attributed to the outstanding experience of the award-winning La Perle shows in Dubai?

Karl Jenkins - Technical Director, La Perle

Karl Jenkins

Technical Director
La Perle

12:50 pm - 1:10 pm CASE STUDY: How has the National Museum of Singapore used new media technologies to create narratives and enhance visitor experience?

Jervais Choo - Deputy Director, National Museum of Singapore

Jervais Choo

Deputy Director
National Museum of Singapore

1:10 pm - 2:10 pm Lunch & networking break

2:10 pm - 2:40 pm PANEL DISCUSSION: How is VR, AR & MR changing & improving the visitor & guest experience?

Apps utilising the latest technologies are providing us with the advancements such as virtual reality, augmented reality, mixed reality and image recognition to enhance the guest and visitor experience.

Basic questions remain as to what are the capabilities, risks, outcomes and where is it going. How do we bridge the gap between digital and physical? How do we remain relevant in a tech-driven world? Best practices into implementing these technologies will be shared during this session.

2:40 pm - 2:55 pm CASE STUDY: Automated facial recognition changing the face of the hospitality industry

2:55 pm - 3:10 pm CASE STUDY: How will the world’s greatest show ensure that their ticketing systems can handle the expected 25 million visitors to ensure a pleasant visitor experience?

3:10 pm - 3:30 pm Afternoon refreshments & networking break

3:30 pm - 3:30 pm PANEL DISCUSSION: Disruptors like multi-cloud, IoT & 5G are changing the landscape for guest and visitor experiences – what are the best ways to utilise these technologies and how have companies implemented these?

Experts dive into other technologies which has been disrupting the industry lately and discuss where we are going as well as how these disruptors can enhance the experiences. For example hotels are implementing cloud based management systems to improve responsiveness because of the immediate and real-time access to their data. What is the impact these disruptors will have on the experiences up for offer? How will this enhance the experiences?