Skip the Queue

By Rubber CheeseSociety & Culture Business Technology Places & Travel Management

Skip the Queue episodes

May 27How Visitor Attractions Can Balance Technology and Human Interaction - Bala McAlinn
In this episode of Skip the Queue, Andy Povey is joined by Bala McAlinn, Managing Director Complete Works to discuss how visitor attractions can balance technology with authentic human interaction. Bala shares how storytelling, performance techniques and well-trained frontline teams can transform guest experiences, increase revenue and encourage repeat visits, while exploring why technology should support human connection rather than replace it.

Topics Discussed
Balancing technology and human interaction in attractions

Why storytelling improves guest experiences

Using theatrical techniques in visitor attractions

Training frontline teams to create memorable interactions

How live experiences increase revenue and repeat visits

The importance of authentic human connection

Christmas and Halloween event production for attractions

Creating immersive shows and seasonal experiences

Why attractions should invest in people as well as technology

The role of confidence and communication in guest engagement

How attractions can improve experiences without major budgets

Using staff feedback to improve visitor experiences

The growing importance of experiential entertainment

Networking and collaboration within the attractions industry

Why events and live experiences encourage repeat visitation

Show references:

Bala McAlinn - Managing Director Complete Works
www.complete-works.co.uk

https://www.linkedin.com/company/completeworks/

https://www.linkedin.com/in/bala-mcalinn-05406683/

Skip the Queue is brought to you by Merac. We provide attractions with the tools and expertise to create world-class digital interactions. Very simply, we're here to rehumanise commerce. Your guest host is Andy Povey.
If you like what you hear, you can subscribe on Apple Podcasts, Spotify, and all the usual channels by searching Skip the Queue or visit our website SkiptheQueue.fm.
If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on LinkedIn.
Credits:
Written by Emily Burrows (Plaster)
Edited by Steve Folland
Produced by Emily Burrows and Sami Entwistle (Plaster)
Download The Visitor Attractions Website Survey Report - https://www.merac.co.uk/download-the-visitor-attractions-survey

We have launched our brand-new playbook: ‘The Retail Ready Guide to Going Beyond the Gift Shop’ — your go-to resource for building a successful e-commerce strategy that connects with your audience and drives sustainable growth.

Download your FREE copy here
41 min
May 20Theme Park Awards: How They Work and Why You Should Care - Lawrence Roots
Andy Povey is joined by Lawrence Roots to explore the growing importance of the UK Theme Park Awards and why they matter to operators across the visitor attraction industry. Lawrence shares how the awards recognise excellence across parks of all sizes, combine expert judging with public voting, and help raise standards across the sector. They also talk about the emerging trends in the UK theme park industry, the value of consistency and creativity, and practical advice for operators looking to create award-winning guest experiences.
Topics Discussed
The origins and evolution of the UK Theme Park Awards

How public voting and expert judging combine to decide winners

Why awards matter for marketing, recognition and team motivation

The role of creativity, consistency and guest experience in judging

New award categories, including Rising Star and Outstanding Achievement

Trends shaping the UK theme park industry in 2026

Major upcoming projects and investments across UK parks

Why smaller operators can compete alongside major brands

The importance of understanding audience needs

Practical ways attractions can improve experiences without large budgets

Why investing in people is as important as investing in attraction

Show references:

Lawrence Roots, Founder of UK Theme Park Awards
https://www.ukthemeparkawards.com/

https://www.linkedin.com/showcase/ukthemeparkawards/

https://www.linkedin.com/in/lawrence-roots/
Nominations for the UK Theme Park Awards 2026 are now open. Register to make nominations and vote in the UK Theme Park Awards.
https://www.ukthemeparkawards.com/register

Skip the Queue is brought to you by Merac. We provide attractions with the tools and expertise to create world-class digital interactions. Very simply, we're here to rehumanise commerce. Your guest host is Andy Povey.
If you like what you hear, you can subscribe on Apple Podcasts, Spotify, and all the usual channels by searching Skip the Queue or visit our website SkiptheQueue.fm.
If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on LinkedIn.
Credits:
Written by Emily Burrows (Plaster)
Edited by Steve Folland
Produced by Emily Burrows and Sami Entwistle (Plaster)
Download The Visitor Attractions Website Survey Report - https://www.merac.co.uk/download-the-visitor-attractions-survey

We have launched our brand-new playbook: ‘The Retail Ready Guide to Going Beyond the Gift Shop’ — your go-to resource for building a successful e-commerce strategy that connects with your audience and drives sustainable growth.

Download your FREE copy here
31 min
May 13How is AI starting to play a role in visitor attractions - Dominique Bouchard
In this episode of Skip the Queue, Andy Povey is joined by Dominique Bouchard, Heritage and Engagement Director at Leeds Castle and incoming Creative Director at the Shakespeare Birthplace Trust, to explore how artificial intelligence is transforming heritage storytelling. They discuss the creation of the world’s first interactive historical AI avatar, how Leeds Castle brought Queen Eleanor of Castile to life, and what this innovation means for the future of visitor engagement across heritage attractions.
Topics Discussed:
How artificial intelligence is reshaping heritage storytelling

The creation of Leeds Castle’s interactive Queen Eleanor of Castile AI avatar

Balancing historical accuracy with AI driven visitor interaction

The design and development process behind the world first historical avatar

Using AI to create personalised visitor experiences

Audience reactions to experimental heritage technology

Ethical considerations of AI in museums and heritage sites

How AI can support interpretation and visitor engagement

The challenges of introducing emerging technology in heritage settings

Blending creative storytelling with digital innovation

Practical advice for attractions exploring AI adoption

The future of AI within museums and heritage organisations

Dominique Bouchard’s upcoming move to the Shakespeare Birthplace Trust

The potential for future AI driven heritage experience

Show references:

Dr Dominique Bouchard, Heritage and Engagement Director at Leeds Castle. Soon-to-be Creative Director at the Shakespeare Birthplace Trust.
https://www.shakespeare.org.uk/about-us/news-media/press-releases/leading-uk-museum-appoints-its-first-creative-director/
Pilgrimage of Love: Eleanor of Castile
https://www.leeds-castle.com/

https://www.leeds-castle.com/events/pilgrimage-of-love-eleanor-of-castile/

https://youtu.be/U29H_PHrh14?si=NDbHAwR0CTTIuApY
Museum and Heritage show at Olympia London, Theatre 3 at 2:15 on Wednesday 13th May, 2026
https://show.museumsandheritage.com/

Skip the Queue is brought to you by Merac. We provide attractions with the tools and expertise to create world-class digital interactions. Very simply, we're here to rehumanise commerce. Your guest host is Andy Povey.
If you like what you hear, you can subscribe on Apple Podcasts, Spotify, and all the usual channels by searching Skip the Queue or visit our website SkiptheQueue.fm.
If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on LinkedIn.
Credits:
Written by Emily Burrows (Plaster)
Edited by Steve Folland
Produced by Emily Burrows and Sami Entwistle (Plaster)
Download The Visitor Attractions Website Survey Report - https://www.merac.co.uk/download-the-visitor-attractions-survey

We have launched our brand-new playbook: ‘The Retail Ready Guide to Going Beyond the Gift Shop’ — your go-to resource for building a successful e-commerce strategy that connects with your audience and drives sustainable growth.

Download your FREE copy here
53 min
May 06Climate Action in Attractions: What’s Holding the Industry Back? - Vero Celis and Marie Rayner with Ruth Read
In this Skip the Queue podcast episode, our guest host Ruth Read, Director of blooloop and greenloop, is joined by Vero Celis, CEO and Founder of Valumia and Sustainability Advisor at Skutek Consulting, and Marie Rayner, Director of Project Development and Sustainability Lead at Storyland Studios, to discuss sustainability in the attractions industry, focusing on practical climate action, key risks, and how small, data-driven steps can create meaningful progress.
Topics Discussed:
what sustainability and climate action mean for attractions

how to get started using existing data and simple steps

integrating sustainability into storytelling and guest experience

designing attractions with biodiversity and long term impact in mind

attractions as spaces to test and showcase sustainable innovation

risks of not acting including climate impacts and infrastructure challenges

supply chain risks and ESG considerations

growing guest expectations around sustainability

practical operational improvements and quick wins

barriers to progress including cost, alignment, and lack of clarity

circular design and reducing waste across projects

engaging and educating guests through visible sustainability efforts

Show references:

Guest Host:
Ruth Read, Director at blooloop, the go-to source for attractions news and its sustainability platform greenloop.
https://blooloop.com/

https://www.linkedin.com/company/blooloop/about/

https://www.linkedin.com/in/ruthread/

Join the greenloop newsletter. https://mailchi.mp/blooloop.com/greenloops-reasons-to-be-cheerful

Veronica Celis Vergara, CEO and founder of Valumia and Sustainability Advisor at Skutek Consulting
https://skutek-consulting.de/

https://www.valumia.com/

https://www.linkedin.com/in/veronica-celis-vergara/

Marie Rayner, Director of Project Development and Sustainability Lead at Storyland Studios
https://www.storylandstudios.com/

https://www.linkedin.com/company/storyland-studios/about/

https://www.linkedin.com/in/marie-r-138b181b/

Skip the Queue is brought to you by Merac. We provide attractions with the tools and expertise to create world-class digital interactions. Very simply, we're here to rehumanise commerce. Your guest host is Ruth Read.
If you like what you hear, you can subscribe on Apple Podcasts, Spotify, and all the usual channels by searching Skip the Queue or visit our website SkiptheQueue.fm.
If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on LinkedIn.
Credits:
Written by Emily Burrows (Plaster)
Edited by Steve Folland
Produced by Emily Burrows and Sami Entwistle (Plaster)
Download The Visitor Attractions Website Survey Report - https://www.merac.co.uk/download-the-visitor-attractions-survey

We have launched our brand-new playbook: ‘The Retail Ready Guide to Going Beyond the Gift Shop’ — your go-to resource for building a successful e-commerce strategy that connects with your audience and drives sustainable growth.

Download your FREE copy here
41 min
April 29The Future of Experiences: What Guests Expect Now (and What Comes Next) - Andy Zimmerman
Andy Povey is joined by Andy Zimmerman, CEO of Journey, the global design and innovation agency behind some of the world's most innovative immersive experiences. Andy shares how Journey blends storytelling, technology, and multidisciplinary creativity to transform everything from theme parks and observation decks to healthcare and live entertainment. They discuss the shift from digital to real-world experiences, the importance of designing every touchpoint in the guest journey, and why the most memorable moments often happen before the main event even begins.

Topics Discussed
How Journey creates world-class immersive experiences across multiple industries

Why storytelling is the foundation of every successful project

Designing experiences beyond entertainment, including healthcare and hospitality

The transformation of the Empire State Building visitor experience

Lessons from Disney's MagicBand and pre-arrival guest engagement

The growing demand for real-life, technology-enabled experiences

How Journey combines diverse creative disciplines under one roof

The future of immersive experiences and opportunities with influencer-led attractions

Why every part of the guest journey, including queues, matters

The shift from the experience economy to the transformation economy

Show references:
Andy Zimmerman, CEO of Journey
https://journey.world/

https://www.linkedin.com/company/journeydotworld/

https://www.linkedin.com/in/andrewzimmerman1/

Skip the Queue is brought to you by Merac. We provide attractions with the tools and expertise to create world-class digital interactions. Very simply, we're here to rehumanise commerce. Your host is Andy Povey.
If you like what you hear, you can subscribe on Apple Podcasts, Spotify, and all the usual channels by searching Skip the Queue or visit our website SkiptheQueue.fm.
If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on LinkedIn.
Credits:
Written by Emily Burrows (Plaster)
Edited by Steve Folland
Produced by Emily Burrows and Sami Entwistle (Plaster)
Download The Visitor Attractions Website Survey Report - https://www.merac.co.uk/download-the-visitor-attractions-survey

We have launched our brand-new playbook: ‘The Retail Ready Guide to Going Beyond the Gift Shop’ — your go-to resource for building a successful e-commerce strategy that connects with your audience and drives sustainable growth.

Download your FREE copy here
43 min
April 22What Three Generations of Women Can Teach Us About Running a Theme Park - Debs Griffin
Andy Povey is joined by Debs Griffin, Director of Sundown Adventureland, to explore a family-run theme park shaped by three generations of women. The conversation covers its growth into a leading destination for young families, alongside insights on expansion, operations, and maintaining a clear focus on imaginative play for children under 10.

Topics Discussed
Origins and growth of Sundown Adventureland

Three generations of female leadership

Expansion into rides, play areas, and accommodation

Challenges in staffing and operations

Importance of hands-on leadership

Focus on under 10s and free play experiences

Balancing growth while maintaining family values

Show references:
Debs Griffin, Director of Sundown Adventureland
https://sundownadventureland.co.uk/

https://www.linkedin.com/company/sundown-adventureland/

https://www.linkedin.com/in/debora-griffin-924161120/

Skip the Queue is brought to you by Merac. We provide attractions with the tools and expertise to create world-class digital interactions. Very simply, we're here to rehumanise commerce. Your host is Andy Povey.
If you like what you hear, you can subscribe on Apple Podcasts, Spotify, and all the usual channels by searching Skip the Queue or visit our website SkiptheQueue.fm.
If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on LinkedIn.
Credits:
Written by Emily Burrows (Plaster)
Edited by Steve Folland
Produced by Emily Burrows and Sami Entwistle (Plaster)
Download The Visitor Attractions Website Survey Report - https://www.merac.co.uk/download-the-visitor-attractions-survey

We have launched our brand-new playbook: ‘The Retail Ready Guide to Going Beyond the Gift Shop’ — your go-to resource for building a successful e-commerce strategy that connects with your audience and drives sustainable growth.

Download your FREE copy here
33 min
April 15From Zoo to Conservation Experience: Reinventing a 200-Year-Old Institution-Matthew Philpott
In this episode, Andy Povey is joined by Matthew Philpott, Head of Marketing at Bristol Zoological Society to discuss the transformation of Bristol Zoological Society and the move from Bristol Zoo Gardens to the larger, conservation focused Bristol Zoo Project.
They explore how the new site prioritises animal welfare through natural habitats, the challenges of relocating animals including gorillas, and the creation of immersive environments like the African Forest. The episode also touches on changing visitor expectations and the evolving role of zoos in global conservation.

Key Topics Discussed
Transformation from city zoo to large scale conservation site

Closure and legacy of Bristol Zoo Gardens

Vision behind Bristol Zoo Project and modern zoo design

Animal welfare and natural habitat creation

Relocation of animals and logistical challenges

Gorilla troop move and preparation process

Design and features of African Forest habitat

Multi species environments and enrichment

Balancing visitor expectations with new experiences

Branding and retaining the Bristol Zoo name

Conservation breeding programmes and global collaboration

Role of zoos in wildlife conservation

Visitor engagement through immersive design and play

Data driven decision making in attractions

Industry trends and future zoo regulations

Education and inspiring conservation action

Show references:

Matthew Philpott, Head of Marketing at Bristol Zoological Society
https://bristolzoo.org.uk/

https://www.linkedin.com/company/bristol-zoo-project/

https://www.linkedin.com/in/matthew-p-b82395b3/

Skip the Queue is brought to you by Merac. We provide attractions with the tools and expertise to create world-class digital interactions. Very simply, we're here to rehumanise commerce. Your host is Andy Povey.
If you like what you hear, you can subscribe on Apple Podcasts, Spotify, and all the usual channels by searching Skip the Queue or visit our website SkiptheQueue.fm.
If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on LinkedIn.
Credits:
Written by Emily Burrows (Plaster)
Edited by Steve Folland
Produced by Emily Burrows and Sami Entwistle (Plaster)
Download The Visitor Attractions Website Survey Report - https://www.merac.co.uk/download-the-visitor-attractions-survey

We have launched our brand-new playbook: ‘The Retail Ready Guide to Going Beyond the Gift Shop’ — your go-to resource for building a successful e-commerce strategy that connects with your audience and drives sustainable growth.

Download your FREE copy here
1 hr
March 25What happens when museums stop giving answers and start asking questions instead - Donna Speed
In this episode of Skip the Queue, Andy Povey is joined by Donna Speed, CEO of We The Curious, to explore how curiosity can transform visitor experiences. Following major challenges, including COVID-19 and a devastating fire in 2022, the organisation rebuilt with a strong community-first approach, taking science directly to people through outreach while the venue was closed.
The conversation focuses on a shift from traditional, answer-led exhibitions to question-led experiences, highlighted by the “Project What If” exhibition built from over 20,000 public questions. Donna shares how co-creation, inclusivity, and audience-led design are reshaping engagement, and how attractions can balance education and entertainment, remain relevant, and inspire curiosity in new ways.
Key Topics Discussed
Designing visitor experiences around curiosity rather than content

The transformation and rebrand of We The Curious

Community-led decision making and co-creation

Recovery and resilience after the 2022 fire

Outreach strategies during closure and post-pandemic recovery

Project What If and question-led exhibition design

Differences between interactive science centres and traditional museums

Inclusion and representation in science and learning spaces

The role of curiosity in lifelong learning

Balancing entertainment and education in attractions

Building trust and relevance with audiences

Collaboration across the attractions and museum sector

The evolving role of museums in society

Leadership through crisis and change

Inspiring future generations through engagement and accessibility

Show references:

Donna Speed - CEO of We The Curious
https://wethecurious.org/

https://www.linkedin.com/in/donna-speed-15252916/

https://www.wethecurious.org/news-blog/we-curious-reopening-project-what-if
Skip the Queue is brought to you by Merac. We provide attractions with the tools and expertise to create world-class digital interactions. Very simply, we're here to rehumanise commerce. Your host is Andy Povey.
If you like what you hear, you can subscribe on Apple Podcasts, Spotify, and all the usual channels by searching Skip the Queue or visit our website SkiptheQueue.fm.
If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on LinkedIn.
Credits:
Written by Emily Burrows (Plaster)
Edited by Steve Folland
Produced by Emily Burrows and Sami Entwistle (Plaster)
Download The Visitor Attractions Website Survey Report - https://www.merac.co.uk/download-the-visitor-attractions-survey

We have launched our brand-new playbook: ‘The Retail Ready Guide to Going Beyond the Gift Shop’ — your go-to resource for building a successful e-commerce strategy that connects with your audience and drives sustainable growth.

Download your FREE copy here
34 min
March 18Dark Universe at Epic Universe: Design Secrets from Universal Creative and Framestore - Greg Hall and Max MacEwan
In this episode of Skip the Queue, Andy Povey speaks with Greg Hall from Universal Creative and Max MacEwan from Framestore about the creation of Dark Universe at Universal Epic Universe. Inspired by the legacy of Universal Monsters, they explore how storytelling, technology, and psychology come together to create a thrilling yet re-rideable attraction. The conversation highlights the importance of anticipation, immersive queue design, creative collaboration, and balancing innovation with guest experience.
Key Topics Discussed
Creating Dark Universe at Universal Epic Universe

Reimagining Universal Monsters for a modern audience

Designing immersive queues and building anticipation

Balancing storytelling with new technology

Collaboration between Universal Creative and Framestore

Using cinema techniques in attraction design

Guest psychology and re-rideable thrill experiences

The role of experimentation and creative risk in theme park design

Maximilian Guy McNair MacEwan, Head of Strategic Partnerships - Immersive of Framestore
https://www.framestore.com/

https://www.linkedin.com/in/maximilian-guy-mcnair-macewan-64809824/

Gregory Hall, Assistant Director, Creative Design of Universal Creative
https://linktr.ee/universalcreative

https://www.linkedin.com/in/gprodigy/

Skip the Queue is brought to you by Merac. We provide attractions with the tools and expertise to create world-class digital interactions. Very simply, we're here to rehumanise commerce. Your host is Andy Povey.
If you like what you hear, you can subscribe on iTunes, Spotify, and all the usual channels by searching Skip the Queue or visit our website SkiptheQueue.fm.
If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on LinkedIn.
Credits:
Written by Emily Burrows (Plaster)
Edited by Steve Folland
Produced by Emily Burrows and Sami Entwistle (Plaster)
Download The Visitor Attractions Website Survey Report - https://www.merac.co.uk/download-the-visitor-attractions-survey

We have launched our brand-new playbook: ‘The Retail Ready Guide to Going Beyond the Gift Shop’ — your go-to resource for building a successful e-commerce strategy that connects with your audience and drives sustainable growth.

Download your FREE copy here
49 min
March 11Why neuroinclusion needs to be top of mind for themed attractions - with Robbie Jones
In this episode of Skip the Queue, host Andy Povey is joined by Robbie Jones from Katapult to discuss how guest insights and psychology shape the design of modern visitor attractions. Robbie shares how Katapult works with IPs, theme parks and destinations to create experiences that focus on guest behaviour, emotions and expectations.
The conversation centres on a groundbreaking four-year research project with University of Birmingham and Drayton Manor Resort exploring how attractions can better support neurodivergent guests. The project aims to develop a global blueprint for neuroinclusive design that improves accessibility while maintaining exciting and immersive experiences.
Key Topics Discussed:
Insights-led design in themed attractions

Neurodiversity and inclusion in theme parks

A four-year research project with the University of Birmingham and Drayton Manor

Breaking misconceptions around sensory experiences and neurodivergence

Personalisation and guest autonomy in attractions

Reducing friction in queues and guest journeys

The role of analogue, interactive experiences in museums and parks

The commercial and social impact of inclusive attraction design

Show References:

Robbie Jones, Insights Director at Katapult
https://www.katapult.co.uk/

https://www.linkedin.com/in/mrrobbiejones/

https://blooloop.com/katapult-neuroinclusion-research/

Skip the Queue is brought to you by Merac. We provide attractions with the tools and expertise to create world-class digital interactions. Very simply, we're here to rehumanise commerce. Your host is Andy Povey.
If you like what you hear, you can subscribe on Apple Podcasts, Spotify, and all the usual channels by searching 'Skip the Queue' or visit our website SkiptheQueue.fm.
If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on LinkedIn.

Credits:
Written by Emily Burrows (Plaster)
Edited by Steve Folland
Produced by Emily Burrows and Sami Entwistle (Plaster)
Download The Visitor Attractions Website Survey Report - https://www.merac.co.uk/download-the-visitor-attractions-survey

We have launched our brand-new playbook: ‘The Retail Ready Guide to Going Beyond the Gift Shop’ — your go-to resource for building a successful e-commerce strategy that connects with your audience and drives sustainable growth.

Download your FREE copy here
35 min

About Skip the Queue

From the publisher's feed

Skip the Queue is for visitor attraction owners, directors and suppliers who want to improve their organisations and deliver a better experience for their guests. Each episode we speak with inspiring industry experts who share their knowledge of what really makes an attraction successful.