Great experiences don’t happen by accident—they’re designed with intention. From the first click on a website to the moment a visitor steps through your door to engagement after they leave, every interaction shapes how people feel about an organization. So what does it take to create a truly exceptional guest experience?

Emily O’Hara, Senior Director of Guest Experience at the Detroit Zoological Society, thinks about this every day. In this episode, she shares how the Detroit Zoo fosters personal connections and creates a welcoming, engaging environment for every guest. We explore practical strategies for delivering wildly good experiences that turn visitors into raving (and returning) fans.

CI to Eye with Emily O'Hara (1:30) – Dan and Emily discuss the growing importance of hospitality in arts and culture, making our venues more accessible with thoughtful accommodations, and the magic of penguin exhibits. 

CI-lebrity Sightings (41:00) – Dan shares his favorite stories of CI clients in the news. This episode’s roundup includes ArtsEmerson, Boston Ballet, The Children’s Theater of Cincinnati, The Huntington Theatre, and San Francisco Symphony.

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LINKS:

WBUR | Free tickets drop for Boston kids as performance arts venues join city program

Broadway World | The Children's Theatre of Cincinnati Receives $2 Million Anonymous Challenge Gift

San Francisco Chronicle | S.F. Symphony and Conservatory of Music announce benefit concert for Los Angeles fire relief