Conference Day One – Wednesday 26 February 2020

8:00 am - 9:00 am Morning Refreshment and Registration

9:00 am - 9:10 am Opening Remarks from the Chairperson

·         Building a digital-based attraction: The why and how to transform visitor experiences and achieve operational agility
·         Delivering the wow factor through unique and personalised experiences based on an AI and data-driven business model
·         Elevating visitor experiences and interactivity with IoT-enabled technologies

Mr Ajay Mattappilly

Technical Director – Project Management
Dubai Parks and Resorts


Ms Caroline Leong

Group Chief Customer Officer
The Entertainment and Education Group

9:50 am - 10:20 am Innovation, Interconnected and Immersive: Delivering Exceptional End-to-End Visitor Experiences

·         Exploring the opportunities and challenges of creating an integrated visitor experience from pre, during to post-visit
·         How can attractions developers leverage technologies to optimise service and experience across all visitor touchpoints?
·         Driving innovation for continued commercial success via attracting new and repeat customers

10:20 am - 11:00 am Speed Networking & Morning Refreshment Break

11:00 am - 11:30 am Adopting a Data-Driven Approach in Attractions Planning, Development and Investments

·         Capturing visitor preferences and behaviors for insights to meet and exceed expectations
·         Leveraging visitor analytics to identify trends, opportunities and gaps in products and services
·         Gaining vital intelligence for strategic planning including rides, content, location, staffing and many more

11:30 am - 12:00 pm Case Study: Deploying Smart Crowd Control Management Analytics to Drive Operational Excellence

·         Accessing real-time visitor heat maps to identify and service high-density areas
·         Improving  crowd monitoring efficiencies with analytics to enable real-time operational decisions
·         Establishing optimal ride hours based on historical data for further cost savings and to uncover areas for improvements 

12:00 pm - 12:30 pm Implementing E-Wallet to Enable Frictionless Transactions and to Improve the Payment Experience

  • Developing a robust e-wallet strategy to meet the rising demands for a ‘fuss-free’ experience
  • Laying the foundation for quick, secure and agile mobile transactions   
  • Driving e-wallet payment uptake via promotions and partnerships

12:30 pm - 1:30 pm Networking Lunch

Structured to maximise interaction and in-depth focus on a topical subject matter, attendees will have the opportunity to participate in two roundtable sessions of their choice, which has close relevance to their area of expertise and / or scope of responsibility.



1:30 pm - 3:00 pm Driving Digital Sales and Marketing Conversions for Your Attraction


1:30 pm - 3:00 pm Becoming the Preferred Choice with Effective Destination Marketing


1:30 pm - 3:00 pm Leveraging Visitor Analytics for Insights on Future Attractions Development


1:30 pm - 3:00 pm Maximising Ancillary Revenue with an Effective Retail & Merchandising Strategy

3:00 pm - 3:30 pm Afternoon Networking & Refreshment Break

3:30 pm - 4:10 pm Panel: Omnichannel Strategy: Integrating Offline & Online Platforms to Scale Customer and Market Outreach

·         Determining unique visitor touch points for existing, new and repeat visitors
·         Establishing synergies between online and offline to scale marketing, branding and promotion goals
·         Increasing opportunities for sales and conversion through a unified, targeted and personalised outreach and engagement strategy

4:10 pm - 4:40 pm Leveraging Mobile to Connect, Engage and Create Impactful Moments

·         Developing an all-in-one app to strengthen visitor relationships and interactions
·         Optimising the user experience: Deciding key features and functionalities to include
·         Personalising the app experience with tailored promotions, messaging and notifications

4:40 pm - 5:10 pm Case Study: New York LegoLand: The Use of Social Media Campaigns to Increase Awareness & Create Buzz

Mr Phil Royle - Director of Development & Operations, Legoland China
·         Enticing visitors with two-way dialogues and targeted messages for awareness, branding and buzz
·         Leveraging user-generated content and authentic visitor experiences to excite and attract 
·         Tracking and analysing results across social media platforms to improve future marketing activities

Mr Phil Royle

Director of Development & Operations
Legoland China

5:10 pm - 5:10 pm Closing Remarks from Chairperson & Close of Conference Day One