ABIC Event: The Experience Economy with Danny Henken

Each season, all 30 Major League Baseball teams are tasked with filling their stadiums with an excess of 40,000 fans, 81 times per season. Each team is conducting business with thousands of fans over the course of the season. Some fans attend one game, while others attend all 81. Over time, each team has collected valuable data about each of their fans, which populates into each team’s customer relationship management (CRM) database. As part of this conversation, we will discuss the many types of data that are captured and the analytical capabilities needed to paint a comprehensive picture of each fan. Additionally, it is always great to have a robust database, but how can all of this data be leveraged in order to create actionable insights and enhance the overall fan experience?