INTIX 2027 in New Orleans is fast taking shape. As in previous years, one of the biggest perks to attending in person is the access you will have to the many different workshops and information sessions moderated by ticketing and live events professionals — sessions that explore trends, illustrate best practices and address the challenges and obstacles that so many INTIX members face.
One of the most potentially helpful this year will be “Night Moves: Successfully Managing Large-Scale Customer Relations.” Inspired by a lively discussion that was had during the large-venue breakout session at INTIX 2026, attendees will explore how increasingly elaborate tours and other large-scale ticketed events are resulting in production changes, sightline/audio issues and venue modifications that force relocations for anywhere from a few to thousands of ticket holders.
This session on the morning of Jan. 28 will provide a behind-the-scenes look at the strategy, workflow and customer experience practices needed to execute successful seat relocations during an event. Attendees will learn how stadium ticketing leaders plan such relocations, as well as manage cross-functional execution and communicate with customers to minimize disruption and protect the event experience.
The Key Takeaways
One of the speakers will be Johnny Mendez, Senior Director of Ticket Operations at SoFi Stadium and Hollywood Park in Southern California. Mendez believes the ideal attendees who will get the most out of this session are venue operators, box office professionals and ticket operations staffers. His hope is that these attendees will be able to glean three key takeaways from this workshop.
The first is “Effective Relocation Strategies.” This means learning about a variety of proven approaches and best practices for planning and executing large-scale ticket relocations “within their respective venues,” he says. The second is “Proactive Risk Mitigation.” The session will detail a number of strategies and preventative measures that venues can implement to minimize exposure to potential relocations and better protect their operations.
And the third? “Cross-Departmental Collaboration,” Mendez states. In this regard, Mendez’s task will be to underscore the importance of coordinating efforts across multiple venue departments in order “to ensure seamless execution, minimize disruption and protect the overall fan experience,” he remarks.
In the Event an Event Requires Customer Relocations
Two key circumstances can conspire to require large-scale customer relocations. The first is event production changes. These typically include adjustments to stage design, production layouts, sightlines and/or technical requirements that affect previously sold seating locations. The second is seat consolidation. This entails moving guests from less-populated seating areas such as upper levels into available seats in lower levels to create a fuller, more energetic atmosphere.
To make the process run as smooth as possible if faced with either of these challenges, Mendez urges proactive communication. “Whenever possible,” he says, “provide guests with as much information as possible about their relocation well in advance of their arrival. Clear and timely communication helps set expectations, minimize confusion and create a smoother transition upon arrival.”
He continues, “Whenever possible, relocate guests to seating locations of equal or greater value, with comparable or better sightlines. The goal is to ensure guests feel their experience is being valued and protected, rather than diminished as a result of the relocation.”
The Session Itself
Mendez perhaps is most looking forward to the opportunities for peer-to-peer interactions during his session. Time during the session will be dedicated to an open forum, which will provide attendees the chance for peer-to-peer discussion, knowledge sharing and questions and answers.
Mendez concludes, “Attendees are encouraged to come prepared to share their own experiences, discuss challenges they have encountered, and ask questions about the strategies and processes covered throughout the presentation. The goal is to foster an interactive environment where everyone can learn from one another's successes, lessons learned and best practices!”
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