Customer Experience in Professional Sports and Entertainment CXOTalk

Professional sports organizations are transforming as customer and fan expectations evolve, all enabled by digital technologies. To learn more about customer experience, we speak with Jonathan Becher, president of Sharks Sports & Entertainment LLC, the parent organization of the NHL’s San Jose Sharks hockey team and three ice sport facilities in Silicon Valley.

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Read the complete transcript: https://www.cxotalk.com/episode/customer-experience-professional-sports-entertainment

The conversation includes these topics:

-- What are customer experience and fan experience?
-- Problems with transactional customer experience
-- How to build and measure customer loyalty
-- Managing budget constraints and customer experience
-- Business goals of Sharks Sports & Entertainment
-- The home team advantage and customer experience
-- Managing difficult strategic objectives
-- How to create a community and build customer engagement

Prior to joining Sharks Sports & Entertainment, Becher spent a decade at SAP in a variety of senior roles, including Chief Marketing Officer and Chief Digital Officer. A three-time CEO, Becher is a frequent speaker at technology industry events, and is a regularly published author on a variety of topics, including the popular blog Manage By Walking Around http://jonathanbecher.com.