Developing an Enhanced Customer Experience in the New Normal Robert Fitzpatrick is the CEO of The Odyssey Trust, owners and managers of Northern Ireland’s premier live entertainment venue, the SSE Arena, Belfast and home to the Belfast Giants Ice Hockey team. In our first interview with Robert Fitzpatrick, CEO of The Odyssey Trust we talked [...]
Is Safety the New Norm for Customer Experience? Robert Fitzpatrick is the CEO of The Odyssey Trust, owners and managers of Northern Ireland’s premier live entertainment venue, the SSE Arena, Belfast and home to the Belfast Giants Ice Hockey team. The Odyssey Trust firmly recognises the importance of customers and fans as key assets to [...]
An estimated €300 million was spent on the renovation of the Khalifa Stadium in Doha which focused on the very latest in stadium design features and digital technology including the installation of an innovative cooling technology, to keep both spectators and athletes comfortable, and track projection, which used laser projectors to screen custom content across [...]
The idea of journalist Giles Coren shouting "Yes, it's all fine" at the top of his voice every time a hipster with a clip board approaches him about his experience made me laugh out loud (The Times 30.09.17). From restaurants and cinemas to theatres and airports, he writes, people are rating their experiences as "very [...]
One of the biggest challenges facing Customer Experience professionals is embedding CX into an organisation as a recognised and valued business discipline. Often the CEO recognises an important growth opportunity lies in strengthening customer focus. The necessary customer research is carried out and detailed results are presented to the senior management team. Few around the [...]
On May 25 this year changes around data collection in relation to the freedom of data came under the auspices of new General Data Protection Regulations or the GDPR. GDPR requires organisations to implement reasonable data protection methods to protect EU citizens regarding data processing and the free movement of data. Strict new rules will [...]
In today's world where both customer expectations and competition for leisure spend are rapidly increasing, live music and sports venues are being forced to constantly improve and innovate. People want an enhanced experience and are willing to pay for it. Technology is leading the way in the creation of an enhanced experience as demand for [...]
As Customer Experience consultants for live entertainment and sports venues, SEMA4’s primary concern has always focused on listening to customers to gain a full understanding of what they both want and need on their journeys. A fan who is willing to travel large distances to see their favourite group or support their team, and who [...]
In 1989 Wally Olins published his book Corporate Identity, which quickly became the seminal work in the world of branding. It can be argued that Wally Olins, who founded the world’s first design agency in 1965, changed the way organisations actually thought about themselves. Olins’ pioneering work in Corporate Identity challenged traditional ideas on branding, [...]
