Summit Agenda
FAN JOURNEY BEST PRACTICES SUMMIT AGENDA
Note: Agenda may be modified, accurate as of 2/27/2024
Wednesday, May 1, 2024
7:30 AM - 8:15 AM
Registration
Registration/Breakfast Opening/Keynote
Location: Delta 360 Club
8:15 AM - 9:15 AM
9:15 AM - 9:25 AM
Welcome and Opening Keynote
Registration/Breakfast Opening/Keynote
Moderator: Gary Gardner, IIFX Distinguished Fellow
Keynote Address: Ryan McConnell, Executive Vice President for Sports, Kantar
Fandom In Focus: Understanding the Modern Fan Mindset Attracting, growing, and retaining a loyal fan base is the central mission of sports and entertainment organizations. As competition for the out-of-home entertainment dollar intensifies and lifestyles center around the home, though, a deeper, more sophisticated, and data-driven approach is required to satisfy modern sports fan. Sharing the latest findings from a comprehensive annual study on fan engagement, the speaker will kick off the Summit by zeroing in on the modern fan’s inclinations, expectations, and motivations. Attendees can expect insights and data that will inspire new ways of serving fans in a post-pandemic marketplace.
Moderator: Gary Gardner, IIFX Distinguished Fellow
Overview of the IIFX Best Practices and Process
9:35 AM - 10:45 AM
Rotation 1
Topics:
Crowd Dynamics/Transportation and Parking/Access/Credentialling
Pre-Event/Game Activities/Entertainment
Safety and Security
Guest Services and the Fan Experience
Facility Infrastructure and Staff Readiness
Wayfinding and communications
Food & Beverage/Retail
Groups:
- Group #1 – Falcons Locker Room
- Group #2 – Atlanta United Family Waiting
- Group #3 – Atlanta United MLS Locker Room
- Group #4 – Truist Club
- Group #5 – Visitor Locker Room 1 & 2
- Group #6 – Visitor Post Game Interview Room
10:45 AM- 11:15 AM
BREAK
11:15 AM - 12:15 PM
Rotation 2
Topics:
Crowd Dynamics/Transportation and Parking/Access/Credentialling
Pre-Event/Game Activities/Entertainment
Safety and Security
Guest Services and the Fan Experience
Facility Infrastructure and Staff Readiness
Wayfinding and communications
Food & Beverage/Retail
Groups:
- Group #1 – Falcons Locker Room
- Group #2 – Atlanta United Family Waiting
- Group #3 – Atlanta United MLS Locker Room
- Group #4 – Truist Club
- Group #5 – Visitor Locker Room 1 & 2
- Group #6 – Visitor Post Game Interview Room
12:15 PM – 1:15 PM
Lunch
1:15 PM - 2:15 PM
Rotation 3
Topics:
Crowd Dynamics/Transportation and Parking/Access/Credentialling
Pre-Event/Game Activities/Entertainment
Safety and Security
Guest Services and the Fan Experience
Facility Infrastructure and Staff Readiness
Wayfinding and communications
Food & Beverage/Retail
Groups:
- Group #1 – Falcons Locker Room
- Group #2 – Atlanta United Family Waiting
- Group #3 – Atlanta United MLS Locker Room
- Group #4 – Truist Club
- Group #5 – Visitor Locker Room 1 & 2
- Group #6 – Visitor Post Game Interview Room
2:30 PM - 3:30 PM
PRESENTATION
Registration/Breakfast Opening/Keynote
3:30 PM - 3:50 PM
BREAK
3:50 PM - 4:50 PM
Rotation 4
Topics:
Crowd Dynamics/Transportation and Parking/Access/Credentialling
Pre-Event/Game Activities/Entertainment
Safety and Security
Guest Services and the Fan Experience
Facility Infrastructure and Staff Readiness
Wayfinding and communications
Food & Beverage/Retail
Groups:
- Group #1 – Falcons Locker Room
- Group #2 – Atlanta United Family Waiting
- Group #3 – Atlanta United MLS Locker Room
- Group #4 – Truist Club
- Group #5 – Visitor Locker Room 1 & 2
- Group #6 – Visitor Post Game Interview Room
5:00 PM - 6:30 PM
LIBATIONS AND FACILITY TOUR
Thursday, May 2, 2024
7:30 AM - 8:00 AM
BREAKFAST
Registration/Breakfast Opening/Keynote
Location: Delta 360 Club
8:15 AM - 8:50 AM
PRESENTATION
8:55 AM - 9:30 AM
PRESENTATION
9:30 AM - 9:45 AM
BREAK
9:45 AM - 10:45 AM
Rotation 5
Topics:
Crowd Dynamics/Transportation and Parking/Access/Credentialling
Pre-Event/Game Activities/Entertainment
Safety and Security
Guest Services and the Fan Experience
Facility Infrastructure and Staff Readiness
Wayfinding and communications
Food & Beverage/Retail
Groups:
- Group #1 – Falcons Locker Room
- Group #2 – Atlanta United Family Waiting
- Group #3 – Atlanta United MLS Locker Room
- Group #4 – Truist Club
- Group #5 – Visitor Locker Room 1 & 2
- Group #6 – Visitor Post Game Interview Room
11:00 AM - 12:00 PM
Rotation 6
Topics:
Crowd Dynamics/Transportation and Parking/Access/Credentialling
Pre-Event/Game Activities/Entertainment
Safety and Security
Guest Services and the Fan Experience
Facility Infrastructure and Staff Readiness
Wayfinding and communications
Food & Beverage/Retail
Groups:
- Group #1 – Falcons Locker Room
- Group #2 – Atlanta United Family Waiting
- Group #3 – Atlanta United MLS Locker Room
- Group #4 – Truist Club
- Group #5 – Visitor Locker Room 1 & 2
- Group #6 – Visitor Post Game Interview Room
12:00 PM – 12:45 PM
Lunch
12:45 PM - 1:30 PM
PRESENTATION - Exceptional Results are a Choice
Harry Hynekamp
Vice President, Guest Experiences
AMB Sports + Entertainment
The Blank Family of Businesses are centered around shared core values which are the foundation for a great place to work and delivering the very best in fan, guest, and customer experiences. In this presentation you will have an opportunity to learn more about a caring culture that is relentless in focusing on and delivering exceptional performance for the benefit of all associates, fans, guests, customers, and community. You’ll walk away with practical examples to consider, implement, and be further inspired for excellence in all you do!
1:50 PM - 2:50 PM
Rotation 7
Topics:
Crowd Dynamics/Transportation and Parking/Access/Credentialling
Pre-Event/Game Activities/Entertainment
Safety and Security
Guest Services and the Fan Experience
Facility Infrastructure and Staff Readiness
Wayfinding and communications
Food & Beverage/Retail
Groups:
- Group #1 – Falcons Locker Room
- Group #2 – Atlanta United Family Waiting
- Group #3 – Atlanta United MLS Locker Room
- Group #4 – Truist Club
- Group #5 – Visitor Locker Room 1 & 2
- Group #6 – Visitor Post Game Interview Room