Kay Burnham
Segerstrom Center for the Arts
What were you doing in 1979?
I was a ballet and acting student (while attending fourth grade) aiming to make a career on the stage.
What drew you to INTIX?
A longtime friend at another company had been to a summer conference and shared with me her learnings and all the industry connections she made. I knew that INTIX was something I needed to get involved in from that moment. After attending my first conference in Nashville in 1999, I realized I had found a place that was all about people doing the same work and struggling with the same challenges I was and it was uplifting.
Talk about a mentor you met through INTIX and how that person helped better you personally and professionally.
One of my early mentors was John Harig. I’m not even sure he realizes just how much of an impact he made on my career. I joined the Peer Consulting committee and at the time he was chair of the committee. He took me under his wing and helped me feel comfortable talking with all levels of people working in the industry and helped me learn how to address the board of INTIX. Later, when I first became the Director of Ticketing, he graciously allowed me to come observe his operation in Cincinnati as part of a trip I took to learn how multivenue campuses operate. I am so grateful for his years of friendship.
What’s an INTIX membership benefit that has been especially helpful to you?
For me, the most helpful membership benefit INTIX has to offer for me is the direct access to a wide variety of industry professionals, both in venues and vendor/service providers. I know if I am facing a challenge, I can reach out in any number of directions and find possible solutions and then tailor them to fit my business and patron needs.
What business challenge has kept you awake at night the most over the course of your career?
The most daunting and continual challenge in my career is using technology to improve both the customer experience and internal efficiency. These two areas can often clash, and finding the balance is difficult. Technology changes rapidly and customer expectations are shaped by companies like Amazon and Apple that have more resources to direct to that area than any performing arts organization. My goal is find the ways we can get as close as possible, on our scale, to what they can do with their purchase and service processes.
Given the constant advancements in technology, what’s the best way to maintain the human touch and personal service in ticketing?
Using technology to truly know your customer allows you to personalize the experience even if they are not interacting with a human. Websites can generate personalized recommendations of events based on past purchase behavior and other data, ticket systems can send messages to event staff scanning tickets to deliver tailored welcome messages, marketing can create communications that speak directly to the individual instead of delivering a generic message, all of these help continue to elevate the level of personal service we can offer if implemented correctly.
How do you see INTIX leading the way into the future of ticketing?
As there is increased scrutiny on the entertainment ticketing industry, INTIX is uniquely positioned to be a beacon for ethical leadership. INTIX can call on the top industry minds to work on issues of equitable access and provide a neutral forum for discussions that can elevate the entire industry.
What’s your favorite INTIX memory?
My favorite INTIX memory was attending the Denver conference in 2003 and touring Mile High Stadium. As a Broncos fan it was an amazing experience to be able to be in their ticket office and, more importantly, down on the field.