Creating Memorable Experiences For Attendees

How you leave an event is AS important as how you are welcomed. 2025 will be the year we move from event planning to moment planning. What does that mean? Successful events will obsess over every moment of the attendee’s journey. Great events are stepping up the welcome. They offer: - Airport badge pick-up - Registration areas with music and food - AI-powered chatbots for key info - Hotel reception and registration What about the goodbye? In January I was in beautiful San Diego for PCMA Convening Leaders and they had a wonderful event person at the airport waving goodbye at the TSA lane. It clicked for me. The way you bid farewell to attendees matters. Quite a lot. Here are some starting points: - I remember attending the first Cvent Connect at the Peabody in 2015. They gave be a bagged lunch for my trip. It’s been almost 10 years, and I still remember it. - When you attend a Boldpush+ event, we provide the video recording, the slides, an audio-only version of the session to listen to podcast style, an executive summary, and key takeaways. I attended the Event Leadership Summit at Connect Marketplace, and we had a very useful Zoom call one month after the event to discuss key industry challenges as a group. A community can be as heavy as a follow-up call. - The video recaps events like MPI’s WeCon, C2 Montreal and Connect Marketplace you can find on my LinkedIn profile are more than brochures with people drinking champagne, they provide practical takeaways I attended AdWorld last year, and as soon as the event was over, I received a sizeable discount for next year. I used it. Can you share any more ‘goodbye’ items from events you planned or attended?

🤔Ever heard of the “primacy recency effect”? People tend to remember mainly how you start and end a meeting. Therefore, the way you conclude your session imprints on the memory of your participants and should not be a careless afterthought. 💡 Coming back to the 5E #experiencedesign model, the 4th stage is the #EXIT. WHAT NOT TO DO: 👎 End with a Q&A - it puts people in a questioning state of mind and does not help them feel the learning journey has landed 👎 End with logistics - these can be the 2nd to last thing you do but people remember emotional feelings like connection or ending on a fun / high so make the end count! WHAT TO DO INSTEAD: 👍 End with action steps - This can be as simple as asking everyone to type into the chat or share out loud how they will use this #experience and the learning outcomes moving forward 🎯It’s easy for participants to say they want to do EVERYTHING they learned, but that’s not how #behaviorchange happens. People can get overwhelmed trying to take on too much and eventually give up. It’s much more realistic to have participants pinpoint 1 or 2 key focus areas so they can manage to achieve their goals! 👍 End with #connection - leave the meeting on a high and memorable note! The mere act of ending with a connecting activity helps to foster a feeling of belonging in the group, which may very much encourage them to come back for another workshop! 🤝 For today’s #TrainerToolTuesday, here are some ideas for better closings: 💡Invite everyone to self-reflect with music to the question 🤔 What’s an observable behavior / actionable takeaway / intention / challenge / next step (pick your fav!) you want to be sure to put into practice after this event? 💡For small groups: Go around the Zoom circle and ask each person to share out loud their key takeaways or learning outcomes and at least one action they will take to apply their learning 💡For large groups: Encourage them to share in the chat their response to the prompt 💡 Create accountability partners to help them put the learning into practice Make breakout rooms for participants to share their next action steps and even find ways to support each other and/or set specific deadlines by when they will meet and report on their progress. 💡Have everyone pick an image card that describes how they are feeling leaving the training 💡End with a gratitude circle / chatterfall having participants share with one another what they appreciate about each other 💡 Collaborative drawing activity to re-create a collective visual image of the training (great for longer programs) 💡 1 minute Rampage of Appreciation for participants to celebrate themselves for their effort and growth throughout the learning process 💡 End with music, zoom waves (spirit fingers), virtual high fives, and even a dance party. Ask everyone to unmute and say goodbye all together before exiting. 🧐 What are YOUR favorite ways to end a #learningexperience? Let me know below👇

We’ve helped over 3,000,000 attendees check in to events. Here’s what we learned. 1. Coach the check-in staff on how to greet attendees. That’s far more important than how to use the tech. 2. A 2-5 minute line is a good thing. Attendees chat. It warms up the ‘networking juice’. 3. Create a 'service desk' AND put it off to the side. Get people with issues out of line. 4. Let attendees make basic edits from the Kiosk - it will reduce service desk requests by 90%. 5. Make sure your platform supports offline check-in if the internet does go down. 6. If you have a big reg area, have little flags that check-in staff can raise if they need a printer tech to come over and restock. 7. Pre-printing the stock significantly increases print speed onsite. 8. The biggest attendee experience improvements came from events that consolidated registration and badge printing into a single platform. E.g. Accelevents 9. Look for what could go wrong. Story - we were running check-in for an event with 40 kiosks. The power strips were daisy-chained together. One of the check-in staff had a busy foot that unplugged the extension cord TWICE and took out half the printers. 10. Design your badges and do your test prints at least 30 days in advance but still order at least 100 badges for test prints on site. 11. Test crazy-long names, companies, and job titles on your badges. Your badge software should automatically adjust the font size to prevent text wrap. 12. Different roles require different colored shirts. Much easier to find help and route attendees. E.g. Service desk, printer tech, decision maker. 13. Have a plan for walk-ins. 14. Make sure everyone knows who can make executive decisions AND how to find that person. 15. Have a backup for 👆. Reminder: On event day, you can’t do everything. Empower your team to make decisions. There isn’t time to ‘find you’. And finally- Have fun. Attendees pick up on your energy. What did I miss? #events #eventmanagement #eventmarketing

I've noticed a new trend appearing, so I wanted to mention it out loud after discussing it with our volume build clients over the past few months. LED Volumes might have been designed for Virtual Production, but they are increasingly being used for Live Events and Location-Based Experiences, too. We've seen an uptick in enquiries about using our spaces in LA and Melbourne in this way. And it's not really a surprise, if you think about it. As you can see below from the BYD event we did in Melbourne last year, volumes can provide a vibrant, dynamic and engaging backdrop for premium live audience events or pop-up location-based experiences. The wrap-around screens can immerse customers, audiences, attendees or fans in a completely different world, or any other stylized visuals you want, which could be responsive to music or other cues throughout the event. The tracking technologies we have throughout our volumes could also be used to facilitate any number interactive experiences. And the great thing about studios is that they usually have plenty of open spaces and most, like ours, also include adjoining production offices, corporate areas and green rooms, giving a large events team all of the spaces needed to stage something incredible. I've worked on a couple of things like this before and to me, the key to holding an incredible event in a VP space is to lean right into the sense of immersion and perspective it can create. Imagine walking into a key building/location from a major IP franchise - and everything you see outside looks like a live environment from that world, no matter how surreal it might be. Think a settlement from The Last of Us. As an audience, you could freely watch a story unfold or an attack happen through the windows while never feeling like you are in a volume. And then you could also have the ability to interact with the screens using props, or gestures tracked by our mocap systems. These are all brilliant capabilities that would be applicable to most of the largest volumes around the world. But I think there is another reason we've seen an uptick in interest in our LA studios, too. Most volumes are contained spaces that aren't great for large crowds or audience movement. But our Dynamic Volume System in LA changes that by allowing every wallPod, or section of LED wall, to quickly be driven into any configuration that fits any unique plan; you could even change the config and experience on different days to keep things fresh. Being able to create a nice wide, open arc, or an enclosed immersive space with the same volume components - or floating sections that encourage exploration, gives event planners a virtually unlimited canvas with which to get creative. The only thing I'd like to see is more creative events people turn their minds to the possibilities here. Exclusive dance events, striking product reveals, gamified storytelling experiences or fan engagement opportunities; it's all possible in a volume..

I spent $25K on a dinner last Tuesday. The $10 name tags generated more ROI than any marketing campaign we’ve ever run. We gave out metal name tags. Custom-engraved. Nothing fancy. I almost died of anxiety getting them shipped in time. But by Thursday, people were still wearing them around San Mateo. At totally different SaaStr events. That’s when I knew this wasn’t just another founder dinner. It was something people wanted to be identified with. No RSVP forms. No sales pitch. Just 90 hand-picked founders and product leaders packed into a single restaurant. And here’s what happened organically: - Small-group conversations spilled outside the restaurant until 10pm - A founder told me they solved a product problem during a chat at the bar - Two partnerships were formed between attendees who’d never met before Here’s what we learned about building genuine connections in an industry drowning in “networking events”: 1/ Create a momentary escape We rented out the entire restaurant. No outsiders. No agenda. Just a space for authentic conversation. 2/ Curate ruthlessly We personally invited those who would make the evening better for everyone in the room. 3/ Design for post-event connection Those engraved name tags became conversation starters days later. “Hey, weren’t you at the Recall.ai dinner?” Traditional marketing tracks every dollar. But building genuine community means letting go of immediate attribution. Three different attendees DM’d asked, “When’s the next one?” That’s the kind of community equity you can’t measure on a dashboard. What’s the most meaningful connection you’ve made at an event that wasn’t trying to sell you something?

MEMBERS ONLY: a new interview series by me, exploring the minds behind the world’s most sought-after experiences. My friend Molly Bridges is making the case for a role most events completely overlook: A dedicated host. As a master of experience design and the Senior Director of Events & Experiences at Bilt Rewards, Molly is behind some of the best events in NYC and SF. But it’s not just good taste, it’s strategy. She engineers these gatherings with a mix of psychology, hospitality, and her background in education, making sure every detail is designed for connection. We got deep into the nuances of event design and how Molly applies Maslow’s Hierarchy of Needs to design experiences that actually make people feel something. At the core of Molly’s approach is a simple truth: Adults are a lot like kids. We crave routine, structure, and clear expectations, and if those things aren’t in place, no amount of fancy decor will save your event. The Five Needs to Address for a Well-Designed Event 1️⃣ Physiological Needs (The Basics) If your guests are texting you day of asking what to wear or where to go, you've already lost them. Great events start before they even show up, with clear, actually helpful communication. Tell them what to wear, where to go, when to arrive, and make it easy. Email marketing isn’t just for hype; it’s there to eliminate confusion. If people are second-guessing the details, the event is already off to a bad start. 2️⃣ Safety (Feeling Comfortable & Welcome) First impressions set the tone. Signage should be obvious, ppl should never feel lost in the space physically and they should feel connected emotionally. That means a host that knows their name, greets them at the enterance. Take a page from Anna Wintour, who has an assistant at every event whispering key guest intel in her ear. A great host isn’t just friendly, they’re prepared. Know people's names, greet them like they matter, and watch how the energy of the entire event shifts. 3️⃣ Love & Belonging (Fostering Connection & Community) Smart seating makes or breaks a room(see my Members Only on Jake Sacks). Structured intros cut the awkwardness, and intentional space design, cozy nooks, group seating, natural gathering spots, does the rest. No forced networking, just effortless conversation. 4️⃣ Esteem Needs (Ensuring People Feel Seen & Valued) An event should exceed expectations. Deliver what you promised…Did guests meet someone interesting? Did they gain what they came for and more? Whether it’s networking, learning, or community-building, the experience should feel intentional and worth their time. 5️⃣ Self-Actualization (Scaling Magic While Keeping It Personal) Anyone can pull off one great event. The real challenge? Scaling experiences without losing intimacy. A strong brand identity and structured playbook ensure that every gathering feels personal, even at scale. 🔹 🔹 🔹 If you’re not already following Molly Bridges, you should be.

Event organizers and caterers, hear me out. 🙉 Please offer those of us who don’t drink alcohol or who want a good non-alcoholic choice during event happy hours and receptions better options than sugary soda or a plastic bottle of water. We make up a growing portion of your event community, and we are getting tired of not being included or considered when you’re choosing the beverages for your events. 🍸🍺🥃 Working in the events business, I know cost considerations are at play here and that event F&B caterers often have pre-selected beverage options they offer for receptions and happy hours. Still, we owe our attendees better. And as Gen Z makes up a larger portion of our attendee communities, those who want good adult non-alcoholic options will grow significantly. Here’s one of hundreds of research articles explaining why: https://lnkd.in/eefFFqYB If you are looking for good adult non-alcoholic beverage options to add to your event bar menus, check out the Adult Non-Alcoholic Beverage Association (ANBA) member list: https://lnkd.in/eAqviZyD And event teams and caterers, please train your bar staff that it’s not weird or a problem for people to order a non-alcoholic option. Recently, I had an event bartender gruffly point me to the water cooler in the corner of the room when I inquired about the non-alcoholic options available 😬 Needless to say, that experience negatively impacted my perception of the entire event. Cheers to fostering event inclusion and offering better choices 🥂 #futureofevents #inclusion #genz #nonalcoholicbeverages

I’ve been having a lot of conversations with clients that need help with creating VIP experiences on tighter budgets. Sound familiar? I’m going to share some strategies for “smart luxury” so you can create more of those win-win premium experiences while keeping you on-budget and driving the results you want! But first…I love this quote: “Luxury means just giving more; hospitality means being more thoughtful”. Powerful, huh? But what does that mean? Example #1: Rather than spending $100 more on caviar for every attendee, investing in an “event concierge” who will sending a personalized email to every attendee before a special dinner to ask them if they have any special requests, share with them who they can expect to meet, the format, how much you’re looking forward to making personalized intros to them...  Why does this work? If you take the time to invest in getting to know your attendees and showing you’re invested in their personal experience, they are more likely to show up, be engaged, remember to take the action you want them to take after the event. Example 2: Rather than providing fancy but generic gifts, do a little time “researching” guests and personalize a welcome amenity to set the tone for the event. I once bought-out a hotel for an event, and they sent up a “blind tasting” wine experience to my room when I arrived since I had recently passed the Court Master Sommelier exam. They had researched that about me. It was so fun to have a playful moment where I got to taste wine and guess what they had selected for me (it was a Robert Sinsky pinot gris and yes, I still remember 10 years later because it was so personalized and unique!) Why does this work? That bottle of wine cost them roughly $30, but the thoughtfulness that they put into covering the bottle, printing out a blind tasting test from the Court master sommelier site, and delivering it with some nuts/olives and a fun note made such an impact on me, I’ve shared this story so many times! They could have instead sent up a $150 bottle of champagne, but I probably wouldn’t have opened it and also probably wouldn’t have remembered it from all the other bottles of champagne I’ve received. Fancier isn’t always better and thoughtfulness counts! Example 3: Listen and respond. I was once managing a Google Executive event and I noticed in our event app’s chat one attendee was complaining that he was really craving his afternoon Diet Coke fix. So I went to the nearest vending machine, and bought one to hand deliver to him. That Google client was so surprised/delighted that we had delivered what he was craving in the moment, that he booked a meeting with our SVP afterwards, and we closed a major deal! Hospitality is about making your guests comfortable, anticipating their needs, and then delivering a personalized and delightful experience. It can involve luxurious treats, but doesn’t need to. All it takes is time, intentionality and good old fashioned hospitality.

Earlier this week, I saw something that might end one of my frustrations as an audience member watching a speaker: scribbling illegible notes while trying to capture a bad phone photo of an interesting PowerPoint slide. At Cvent Connect in San Antonio, thousands of attendees experienced a breakthrough in real-time speech transcription. As speakers talked, their words appeared instantly in the event app with virtually zero lag. When someone heard something worth remembering, they simply tapped a button—and the system captured a full minute of context around that moment. According to McNeel Keenan, Cvent's VP of Product Management, a future version of the app will capture the accompanying visual, like a PowerPoint slide, along with the text. I like this. No scribbling in the dark required. No trying to remember what my cryptic note was supposed to mean later on. Instead, one click saves a few paragraphs of what the speaker said, labeled and summarized by AI. This feature has another benefit: it reduces cognitive load. When you're simultaneously trying to listen, write, and photograph content, your brain is managing multiple competing tasks. What happens? You often miss the insights you're trying to capture. Cvent's solution eliminates this friction. Attendees can focus 100% of their cognitive capacity on listening and engaging, while AI handles the capture, summarization, and organization. From a behavioral perspective, there's something even more valuable happening: every tap creates revealed preference data. Instead of relying on sketchy post-event surveys, organizers can see exactly which moments resonated enough for people to save them. As a frequent speaker, I know when I see phones go up to capture my slides that I've hit something important to the audience. But after an hour on-stage, I can't always remember in detail which ideas sparked that response. Or, which didn't. Now, that engagement becomes quantifiable data. The friction we've accepted as "just how conferences work" isn't inevitable, it's a design problem waiting for a solution. What are your conference pain points? Can technology fix them?

Want an effective, low-cost way to make your events more accessible? Try offering an Accessibility Pre-Event Checklist! 🌟 This checklist gives all attendees a heads-up on essential accessibility details, helping everyone feel welcome and prepared. Think: ✅ Accessible transportation options and venue entrances ✅ Steps for requesting accommodations ✅ Available assistive technologies (like captioning or ALDs) ✅ Information on accessible restrooms, quiet zones, and emergency procedures An accessibility checklist helps attendees feel confident they’ll have the support they need, reducing anxiety about navigating a new space or arranging accommodations. Plus, a pre-event checklist shows your commitment to inclusion right from the start. ___________________ Here's a streamlined sample of an Accessibility Pre-Event Checklist: "Welcome! To make your experience as smooth and enjoyable as possible, we’ve put together a checklist to help you prepare and get the most out of Salesforce events. Here’s what to know: #Before You Arrive □ Accommodation Requests: If you need specific accommodations (e.g., ASL interpretation, reserved seating, mobility support), please contact our Accessibility Team at least two weeks in advance. □ Public transit routes and shuttle services with accessible features will be available on our event website. #Venue Accessibility □ Accessible Entrances: All main entrances, restrooms, and levels are accessible by wheelchair. □ Quiet Zones & Sensory Rooms: Designated quiet zones and sensory-friendly rooms are available for anyone needing a calm space. These areas are equipped with comfortable seating, low lighting, and noise reduction. #Event Technology □ Live Captions & Transcripts: AI-generated captions and real-time captions will be provided in all main sessions. Transcripts will be available in the event app. □ Event App Accessibility: Our event app is screen-reader compatible, and provides real-time updates for easier navigation. #During the Event □ Session Accessibility: Accessible seating, reserved spots for those with mobility devices, and ASL interpreters are available at key sessions. Check the app or schedule for more information. □ Meal & Break Options: Dietary accommodations are available at all meals. Attendees with food allergies or specific dietary needs can contact our team or visit the Disability Help Desk for more information." #AccessibleEvents #InclusionMatters #EventPlanning #DisabilityInclusion #Trailblazer