I was recently reflecting on what inspires member organizations to invest in INTIX memberships for multiple ticketing professionals, knowing firsthand that professional development requires a serious budget commitment and executive support.
Having worked in and managed box offices myself — including at a performing arts center in Canada where I watched my own ticketing team managers return from INTIX energized, enthusiastic and full of fresh insights — I know that investing in your frontline, revenue-generating staff pays dividends.
Hayley Chapman
To explore this further, I reached out to a couple of INTIX member organizations to ask how having multiple staff as INTIX members benefits their entire operations.
Niche Responsibilities, Collective Success
Investing in multiple INTIX memberships builds a powerful culture of shared learning and collaboration that directly enhances ticket office operations and guest experiences. As Hayley Chapman, VP of Ticketing, Business Operations at Maple Leaf Sports & Entertainment (MLSE) notes, “Rather than relying on a single point of connection, we have multiple individuals actively participating in the INTIX community, which broadens the knowledge base available to our organization and helps us stay informed about emerging trends, technologies and best practices.”
This collective participation ensures the team stays at the forefront of a rapidly changing landscape, bringing back a wealth of knowledge from ticketing professionals across the sports and live entertainment sectors. A multi-member approach creates an expansive network of peers and industry partners for year-round collaboration and professional development.
This strategy is especially vital when navigating different responsibilities. As Luke Taylor, Financial Coordinator at Indianapolis Motor Speedway (IMS), says, “With so many in our office having their own niche responsibilities, it's very helpful to have multiple members as it allows us to glean information in certain areas, and we don't have to worry too much about potential overlap with other sessions that would cause us to miss extremely helpful information. For me, on a professional level, hearing the fraud seminar that was put on and gleaning as many tips or identifiers from that session as possible helped me identify and combat fraud in our own venue.”
L-R: Lora Alexander, Luke Taylor, Chris Rakow, Cory Cox and Kellie Leeman from IMS.
Setting the Pace for Growth
Rather than locking this knowledge away, multi-member teams intentionally pick areas that fit their specific box office needs and actively spread that wisdom within their departments. From distributing the weekly INTIX newsletter to discussing mentorship takeaways, the collective approach turns individual attendance into department-wide growth. By intentionally dividing to conquer the knowledge, an organization can transform a series of separate learnings into a unified, cutting-edge game plan for the entire staff.
Cory Cox, Senior Manager of Ticketing Operations at IMS, explains how that sharing works in practice: “We share information on ticketing best practices, how to enhance fan experience, new technology that may apply to our operation, key takeaways from sessions at the annual INTIX Conference and the networking opportunities provided there.”
Chapman notes, “Our team regularly shares insights gained through INTIX conferences, webinars, roundtables and networking opportunities. Topics range from ticketing technology and fan experience strategies to fraud prevention, data analytics, premium sales, customer service innovations and operational efficiencies. We also exchange ideas around leadership development, industry challenges and lessons learned from other organizations that can be adapted to our own environment.”
The Team Track to Tangible Results
Multiple memberships create a natural pipeline for professional development, allowing the entire box office to stay tightly connected and collaborative through shared INTIX resources, forums and break-out sessions. This shared access ensures that team members at every level are completely aligned on industry standards, breaking down traditional department silos and keeping everyone on the same page. By building a unified, deeply connected team, the organization ensures seamless operational continuity and collective readiness whenever industry demands pivot or roles shift.
Kellie Leeman, Vice President of Ticket Sales and Service at IMS, highlights how collective access drives real-world venue success: “For the IMS Ticket Team, the knowledge and insights gained through INTIX membership have contributed to process improvements, enhanced customer service strategies, stronger vendor relationships and innovative approaches to ticketing operations and fan engagement. The result is a more informed, connected and effective team that is better equipped to deliver exceptional experiences for our guests.”
The High-Octane Route to Becoming Industry Influencers
A collective INTIX presence amplifies an organization's voice within the sports and entertainment landscape while strengthening its internal culture. By aligning multiple team members on industry best practices, organizations gain the collective credibility to attract premium partners and effectively advocate for internal upgrades, policy changes, and data-driven decision-making across departments.
As Chris Rakow, Senior Coordinator, Ticket Sales and Services at IMS, explains, “Having multiple INTIX memberships allows more team members to experience the value of the organization through education, networking, and collaboration. This shared exposure fosters a stronger sense of belonging and investment in both INTIX and our internal team culture.”
This unified front ensures that insights from concurrent conference sessions, webinars, calls and publications are brought back to the office, empowering employees to pitch innovative ideas and spark meaningful internal conversations. It can turn collective membership into a powerful driver of both ticketing team alignment and external industry engagement.
Thinking Beyond Their Day-to-Day
True leadership extends far beyond day-to-day box office management. Immersing multiple staff members in INTIX fosters a culture of curiosity, continuous learning and innovation that encourages team members to collaborate more broadly, bringing back proven strategies that directly strengthen venue operations.
Chapman highlights, “It reinforces the importance of staying connected to the broader industry and encourages employees to think beyond their day-to-day responsibilities.”
When a department learns as a cohesive unit, the entire business moves forward together with a unified vision. Rakow notes, “As more individuals participate, they bring back better insights, best practices and ideas that contribute to more informed decision-making and more consistent strategies across departments that are proven to be successful across the ticketing industry.”
Individual Inspiration, Collective Experiences
While a team membership expands a venue's business capabilities, the true power of INTIX lies in the unique personal experiences that shape each career that contributes to the collective. For example, team members from IMS have connected with the community differently, finding inspiration everywhere from educational workshops to shared experiences.
Leeman shares, “One aspect of INTIX membership that is especially valuable for our team is the opportunity to experience other venues and organizations firsthand while attending the annual conference. Touring stadiums, arenas, theaters and entertainment venues in the host city broadens our understanding of how other organizations approach ticketing operations, guest services, premium experiences, technology and fan engagement. These visits often spark ideas that we can bring back to Indianapolis Motor Speedway and adapt to enhance our own fan experience.”
These shared trips also spark professional inspiration and personal connection. Cox notes, “Some of my favorite memories as INTIX members have come from attending the in-person conferences together. Listening to like-minded people and hearing different ticketing perspectives from different areas of entertainment was eye-opening.”
Highlighting the camaraderie built on the road, Rakow recalls, “The 2025 INTIX conference in New York City was my first INTIX conference and one night while we were in New York we were able to go to a Knicks game and it was a cool fun experience to have with my co-workers.”
For those just starting out, this immediate immersion breaks down industry barriers right out of the gate. Lora Alexander, Ticket Operations Coordinator from IMS, adds, “As a first-year INTIX member, I found the experience incredibly rewarding. I would recommend to anyone interested in joining to do so promptly because you meet so many other professionals in the ticketing industry who can offer advice, discuss their experience in the industry, and make connections.”
Ready to Accelerate Your Ticket Office?
Don’t let your box office operate in isolation! Maximize your venue’s potential, boost event-day revenue, and fast-track your leadership pipeline by multiplying your footprint in the ticketing community. Foster a team with their own fond memories of a tour, experience, or learning from INTIX!
Invest in your frontline staff today by adding Second and Additional INTIX Members to your organization. Give your ticketing team the ultimate professional edge with INTIX Memberships!
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