From Entry to Exit: How AI is Elevating Entertainment Experiences

From Entry to Exit: How AI is Elevating Entertainment Experiences

Well, hello everyone. Today I am super excited to have not only an industry leader but a personal friend, Jackie Slope. Jackie currently works at AEG. She leads the US data engineering, analytics, and digital teams to deliver the best-in-class data analytics and insights for key businesses such as Global Partnerships, Crypto.com, Dignity Health Sports Park, the LA Kings, and LA Galaxy. With over 14 years of technology leadership experience in the sports and media and entertainment industry, Jackie has a proven track record of driving the technology roadmap and elevating guest experiences, providing secure IT services, and building a data-driven culture across organizations.

Innovations in Entertainment

Anna: In the realm of entertainment, innovation plays a pivotal role in shaping user experiences. Could you highlight some of the ingenious projects you've been involved in throughout your career that have left a lasting impact on audiences?

Jackie: I was really fortunate to work for some top-notch entertainment companies that focus on the best guest experience they can provide. They pride themselves on continuously developing and understanding the fan journey and improving it every year. Covid was actually a very positive impact on sports in many ways; technology was fast-forwarded and frictionless guest technology took center stage.

Ingress and egress are stress points, as 60% of our guests arrive within 30 minutes of the show start time. We implemented For Screening to get people into the building faster, and assist them in directions via mobile apps. Technology from turn-by-turn directions to ordering drinks or food via mobile has simplified guest experiences.

In the building, we track everything from sales at concession stands to overcrowded areas using internal dashboards. These insights allow us to address any issues promptly and continuously elevate the guest experience.

Empowering Operations with AI

Anna: How does your organization leverage AI to catalyze its operations, and how do you navigate the ethical considerations surrounding its implementation?

Jackie: Different applications for AI exist, and some are far less concerning than others. Take chatbots for customer service - if they are well-trained, they can provide a lot of helpful information. On the data analytics side, we have vast amounts of data, and generative AI provides results based on natural language queries to simplify the guest experience.

We are also exploring AI for staff scheduling, using real-time data to understand building operations, and camera vision for security and footfall data for partnership activations. These applications help identify trends, justify activations, and ensure better experiences.

AI in Talent Acquisition

Anna: There’s a relentless surge of technology raising the bar for talent acquisition strategies. How do you proactively address the challenges of recruiting top-tier talent in such a competitive landscape, and are there any unconventional approaches you explore?

Jackie: We're exploring AI-based tools to enhance the candidate experience and support recruiting efforts internally. For example, AI tools can read resumes and extract skills that candidates might not have specifically called out. This helps us present candidates with more relevant job opportunities. For recruiters, AI can help rank candidates and perform outbound recruiting, thus simplifying and speeding up the process.

Personal Journey in Tech

Anna: Can you share your career journey as a woman in tech? What were some of the hardballs thrown your way?

Jackie: I have been fortunate to have mentors throughout my career guiding me. I started with a degree in accounting but transitioned to technology, working in network spaces and eventually in sports. Sports, while male-dominated, brings people together, making it easier to thrive. Mentors played a key role, helping me understand and navigate my career, and I hope to do the same for others.

Conclusion

Anna: Before we end, if you were to leave the audience with one power word, what would it be?

Jackie: I usually go with tenacity. Things are not always easy and you've really got to push through some brick walls to get things done. In a complex, fast-moving business like ours, tenacity is essential.

Keywords

• Entertainment
• Guest Experience
• AI Technologies
• Talent Acquisition
• Innovation
• Sports
• Data Analytics
• Mentorship
• Tenacity

FAQs

Q: How is AI improving guest experiences in entertainment venues? A: AI helps in areas like streamline entry processes, providing turn-by-turn directions within the venue, pre-ordering food and drinks, and using real-time data for better management of resources and crowd control.

Q: What ethical considerations come into play with AI implementation in entertainment? A: It's essential to ensure that AI applications do not introduce biases, respect user privacy, and provide transparent and fair service to all stakeholders involved.

Q: How does AI assist in talent acquisition according to Jackie? A: AI can read resumes to identify overlooked skills, present candidates with job opportunities they might not have considered, rank candidates efficiently, and facilitate outbound recruiting by analyzing job histories and readiness for change.

Q: What key aspect has Jackie found crucial in her career in tech? A: Tenacity and continuous learning are crucial. Adapting to new technologies, fostering mentorship, and ensuring the development of both technical and soft skills are vital for career growth.

Q: Can AI reduce bias in recruiting processes? A: Yes, AI can help identify competent candidates who might be overlooked due to human biases, presenting them with the opportunities they rightfully deserve based on their skill set and experiences.