In this podcast episode, we delve into the profound impact of technology on the family entertainment sector, highlighting the pivotal role of Roller, a comprehensive cloud-based venue management platform. We engage in a thoughtful discussion with Hugo Moreno, a strategic customer success manager at Roller, who elucidates the significance of integrating advanced technology while preserving an authentic and human-centered guest experience. Hugo emphasizes the necessity of on-site research and strategic engagement to enhance customer satisfaction, illustrating how Roller enables venue operators to streamline processes and optimize revenue generation. Furthermore, we explore the evolution of data analytics in decision-making processes, underscoring the importance of informed choices that can lead to sustainable growth and elevated guest experiences. Ultimately, this episode serves as a critical examination of the intersection between technological advancement and the essential human touch within the vibrant landscape of family entertainment.

The discussion between Parnell Woodard and Hugo Moreno delves into the transformative potential of Roller, a cloud-based venue management platform tailored for the attractions and entertainment sector. Roller is presented as a comprehensive solution that integrates various operational tools, such as online ticketing, CRM, and point of sale systems, aimed at enhancing the customer experience while streamlining business processes. Moreno emphasizes the importance of maintaining a human-centered approach to customer service in an increasingly digitized environment. He articulates the delicate balance that venues must strike between leveraging cutting-edge technology and ensuring an authentic, engaging guest experience. This balance is achieved through thoughtful on-site research and a commitment to understanding customer needs at every touchpoint of their visit, thereby fostering a sense of belonging and satisfaction among guests.

Takeaways:

• Roller is a sophisticated cloud-based venue management platform that enhances operations and guest experiences.
• The importance of maintaining a human-centered approach while integrating cutting-edge technology cannot be overstated.
• Data analytics plays a critical role in informing decision-making for venue operators to drive growth and satisfaction.
• Implementing new technology often presents challenges, necessitating robust training and continuous follow-up to ensure successful adoption.

Links referenced in this episode:

• rollerdigital.com

Companies mentioned in this episode:

• Roller
• mindbody
• Alloy
• GTM
• Google Analytics
• Amazon
• Costco
• Microsoft
• Subway