How AI is elevating entertainment experiences: A conversation with Jackie Slope

In this episode, Anna Frazzetto is joined by Jackie Slope, VP of Data Analytics and Business Strategy at AEG. Jackie takes us on a fascinating journey through the innovative ways AI is transforming the entertainment industry, from frictionless entry to personalised experiences that keep fans coming back for more.

Key innovations include frictionless screening, mobile apps for navigation and ticketing, and improvements driven by the pandemic's acceleration of technology adoption. Jackie also discusses the importance of mentorship and skill development for team members.

Listen to the full episode below:

The role of AI in enhancing guest experiences

We want to make it easier for guests to get the information they need, whether it's about the bag policy that day or understanding what the security is or where to park or what restaurants are nearby.

Jackie Slope discusses how AI enhances guest experiences by implementing frictionless technology for faster entry, using mobile apps for navigation and ticketing, and leveraging real-time data to optimise operations. These innovations aim to reduce stress and improve convenience, allowing guests to focus on enjoying events.

Optimising guest experiences from entry to exit

We use internal dashboards that display everything from how many people have entered the building to how many people have purchased products at our concession stands or in our restaurants.

This episode goes into the crucial role of data analytics in optimising operations and enhancing guest experiences. She explains that real-time data is essential for monitoring various aspects of venue performance, including crowd movements and sales at concession stands. By analysing this data, venues can quickly identify and address any issues, such as staffing problems or operational inefficiencies, ensuring a smoother and more enjoyable experience for guests.

For example, footfall data can reveal which areas of the venue are most crowded at different times, allowing for better crowd management and improved safety. Similarly, sales data from concession stands and restaurants can highlight discrepancies or lower-than-expected sales, prompting immediate investigation and resolution. This proactive approach ensures that operations run smoothly and guests have a seamless experience from entry to exit.

Mentorship and development

Jackie looks at the importance of mentorship and development in her role. She highlights the necessity of constantly supporting and creating career paths for team members. By demonstrating genuine interest in employees' growth provides them with opportunities to better serve the organization and its leadership. She advocates for the development of both technical and soft skills, such as giving technical staff opportunities to present their work to peers and non-technical audiences.

How AI is making a difference in recruitment

AI is going to change the way we recruit candidates immeasurably. And I think it's going to make it better for both the candidate by providing them with opportunities that they may not have thought of as well as on the recruiter side.

In the episode, Jackie discusses the transformative role of AI in recruitment, highlighting its potential to enhance both the candidate and recruiter experiences. She explains that AI tools can analyse resumes and align candidates' experiences with job descriptions more efficiently than traditional methods. These tools can identify skills that candidates might not have explicitly listed but are relevant to the job, thereby uncovering potential matches that might have been overlooked.

Jackie also points out that AI can suggest additional job opportunities to candidates based on their skills and experiences, broadening their career prospects. This not only increases the candidate pool for employers but also helps candidates discover roles they might not have considered.

For recruiters, AI tools can rank candidates based on their suitability for a position, streamlining the screening process. These tools can also use data from platforms like LinkedIn to identify candidates who might be ready for a job change, enabling proactive recruitment.

The power of tenacity

In this episode Jackie touches on the power of tenacity, highlighting its critical role in achieving success in the fast-paced and complex sports and entertainment industry. She believes that perseverance and resilience are essential for overcoming obstacles and pushing through challenges.

Key takeaways

The role of AI in enhancing guest experience: Jackie Slope discusses how AI enhances guest experiences by implementing frictionless technology for faster entry, using mobile apps for navigation and ticketing.
Data analytics: Jackie highlights the importance of data in optimizing operations and enhancing guest experiences. Real-time data helps monitor crowd movements, sales, and overall venue performance.
Mentorship & development: Jackie emphasises the value of mentorship and the development of both technical and soft skills within her team.
AI in recruitment: The use of AI in recruiting is discussed, showing how it helps in identifying suitable candidates, streamlining the hiring process, and reducing bias.
Power of tenacity: Jackie's chosen power word is "tenacity," underscoring the importance of perseverance and resilience in achieving success in a fast-paced, complex industry.