Meet the Speakers
Managing Director, Blooloop
Charles has a background in law and publishing and primarily deals with sales and marketing at Blooloop. He attends numerous trade shows around the world and frequently speaks about social media for the attractions industry at conferences.
Presentation: Visitor attraction trends over the last 12 months
Linda Moir has worked in a number of high profile businesses that have developed extraordinary reputations for outstanding customer service. She led the front line Event Services team at the London Olympic and Paralympic Games where 15,000 volunteer Games makers hosted 9 million spectators. As Virgin Atlantic’s Director of In Flight Services she was responsible for the airline’s award winning service. She combines a unique background in HR and customer service management to deliver exceptional performance through people. She oversaw significant change at British Airways and was part of the team that steered NATS from public to private ownership.
Presentation: Delivering a memorable experience through people
Executive Director of Engagement Projects Moonshot
Matt’s experience with the Walt Disney Company early in his career began to shape his vision for what a truly exceptional guest services experience could be. He leveraged that experience by going to work for some amazing organisations both in the United States and the UK. Matt’s work for the Atlanta Braves, The College Football Hall of Fame, Wembley Stadium and others has given him invaluable insight and experience in determining just how to design an ideal venue experience.
Presentation: Farnborough International - Developing the WINGS Programme
The development of the WINGS Programme including setting their purpose statement, quality standards, Three Steps to Courtesy and Kindness, Culture Standards and "ON SHOW"/ "OFF SHOW" behaviours and actions.
Kew Operations Manager, Historic Royal Palaces
Rachel looks after four historic buildings within Kew Gardens; Kew Palace, Queen Charlotte’s Cottage, the Georgian Kitchens and the Great Pagoda.
Presentation: Reopening the Great Pagoda
Reid Smith & Christopher Burns
Reid worked in independent theatre and community arts outreach before starting work in galleries at the Museum of the Moving Image with the British Film Institute.
He then worked for the BFI as a venue and Box Office and Festival Manager. He has worked with Youth Music on a national primary school programme and now works at TATE currently with the Information Team.
Presentation: “I have a feeling we’re not in Kansas anymore…”: Jumping feet first into a cross-organisational secondment
Arranging cross-organisational secondments seemed like an impossibility, but when an opportunity came up, the teams at Tate and Wellcome Collection jumped at the chance to give it a go. Hear how they made it happen, some of the challenges they faced along the way as well as the incredible benefits to both organisations and the staff members involved.
Allegra works with arts organisations, both clients and prospective clients, to assess how Spektrix can help them reach their business goals. She previously worked at the John F. Kennedy Center for the Performing Arts in Washington D.C., most recently as Manager of Ballet and Dance Programming, before moving to the UK to study for an MBA at Cambridge University.
Allegra will be joined by:
Pauline Fallowell, Head of Sales and Audience Insight, London Theatre Company
Ash Mann, Strategic Director, Substrakt
Presentation: Making the Purchase Path part of your Brand Experience
We will discuss the importance of considering your website and online purchase path as an integral part of your brand and visitor experience. Using the Bridge Theatre as a case study, Pauline and Ash will highlight key decisions that were made in the creation of Bridge Theatre’s online experience, and elaborate on elements that have had a measurable ROI for the theatre in terms of spend and online engagement.
Head of Operations, The Mary Rose Trust
Paul Griffiths has worked in the Heritage and Tourism industry for over 20 years and is now the Head of Operations at the Mary Rose and Managing Director of Mary Rose Trading. Before this Paul worked for English Heritage in various visitor, commercial and conservation-focused roles before in 2005 becoming the Area Manager for London Historic Properties. Paul chairs the regional Hampshire – Solent Museum Development Panel is a Trustee of both the Rowlands Castle Heritage Centre and Portsmouth FC Pompey History Society. Paul guest lectures in Contemporary Tourism at Southampton Solent University.
Presentation: Keeping Afloat the Sunken Ship – Making the Mary Rose Sustainable
The Mary Rose Museum now been open for five years and is two years on from its major relaunch. The challenge for the team now is to make the Mary Rose sustainable for future generation. Paul will discuss the new direction being taken, the challenges they face and the next chapter in 'the Mary Rose story.’
Archaeological Archive Manager, Museum of London
A museum archaeologist with a passion for public engagement. As creator of the award-winning programmes, the Visitor Inclusion Project, Unearthing London and most recently #ArchiveLottery, visitor engagement sits at the heart of his work, making archaeology relevant and fun for all.
Presentation: #ArchiveLottery, Tweet me a number!
Interested in the power social media can have on visitor experiences? Then discover the Museum of London's #ArchiveLottery. Using Twitter, Skype and Periscope, #ArchiveLottery offers an innovative approach to object engagement and enhanced visitor experiences.
Operations Project Executive for Historic Royal Palaces & Co-Chair of the South East Emerging Museum Professionals Network
Frances Sampayo is co-chair of the South East Emerging Museum Professionals network, and passionate about empowering individuals to build careers they care about through mentoring. She has worked as a Front of House Manager in tea rooms, tutoring centres, galleries and now Palaces, in her current role with Historical Royal Palaces.
Presentation: Step Into & Stay in Ops
An increasing number of museum professionals start their working life in Visitor Experience roles. In this talk, we will look at how VE management teams can encourage their staff see future careers within Visitor Experience whilst helping others move onto other roles in the sector. It’s an ongoing challenge, but there is an Operations take over on the horizon!