Discussion - Recent Threads

experiences of v16 users!

Jan Lier — Fri, 23 Feb 2024 08:11:22 GMT

v16 - I'm interested in hearing from those who have started using it, your experience so far, pros & cons etc vs v 15 as we still use - just a few lines will do :)

Thanks,

Jan Lier

National Theatre of Norway,

Oslo

Customer Survey Example from The Finnish National Opera and Ballet

Gill Tasker (she/her) — Fri, 02 Feb 2024 15:11:11 GMT

Hello everyone. As our follow-up from discussion at January's Nordic Community meetup, The Finnish National Opera and Ballet have kindly shared their current customer survey questions.

Click the download button here to access it.

This questionnaire is sent to the ticket buyers of their main stage performances after each performance, and the results are shared twice a year.

For more information or questions please direct them to Ainomaija Perämäki. Thank you Aiski for sharing this great resource!

RE: Customer Survey Example from The Finnish National Opera and Ballet

Gill Tasker (she/her) — Fri, 02 Feb 2024 15:14:07 GMT

Apologies - the link I sent is broken - please click here and press the download button to access the survey. Thanks.

Professional development opportunity: Could you co-lead the Nordic Tessitura Community?

Gill Tasker (she/her) — Tue, 30 Jan 2024 09:54:11 GMT

Are you looking to develop professionally and personally, and deepen your connection with Tessitura – the technology, the members, and the wider arts and culture industry?

We're seeking 1 member in the Nordic region to volunteer as Community Chair to co-lead the Nordic Tessitura Community. You’ll be surprised by the impact you can have on people’s lives, careers, and institutions!

The Role

Tessitura members come to community groups to expand their networks, share their expertise, and connect with peers around common interests. Community Chairs volunteer their time to build and lead these groups, and host meetups that bring members together to share best practices and build relationships. You'll:

- develop and refine critical leadership skills
- build valuable new networks
- take back tangible ideas and learnings to your work
- access training and professional development opportunities
- be recognised for your contribution internally at Tessitura and in the wider community

… and more!

Each Community Group is led by 2-3 co-chairs - you'll join [mention:3fd76eeb56df4d83a06e5e797133dfdd:e9ed411860ed4f2ba0265705b8793d05] and [mention:5754e77812124d95926d63808dd58f47:e9ed411860ed4f2ba0265705b8793d05]. Previous experience in group management or facilitation is not required.

Tessitura provides initial onboarding, followed by on-going support and various resources. These include a dedicated Community Manager and invitations to events led by the community team, enabling you to connect with our other 140+ Community Chairs globally.

Pictured above: Community Chairs at TLCC London

Learn More

Please visit our Get Involved page for more information about the Community Chair role. Have questions or want to learn more? Drop us an email at community@tessituranetwork.com.

Apply Here

Are you ready to co-chair the Nordic Tessitura Community? Then please submit your interest. We review each interest form as they are received; a Community Manager will be in touch with you via email to set up the next steps.

Digital meet-up 25th of January - save the date!

Benedicte Damslora — Fri, 08 Dec 2023 12:30:54 GMT

Hello everyone! Hope you are all doing well.

As co-chairs of this community Maria and I have been planning a digital meet-up for us, as a continuation and follow-up to our Helsinki conference.

This will take place on the 25^th of January between 9.00-12.15 (CET) over zoom.

There will be 4-5 discussion “rooms” with different topics, and you will be able to attend two discussions of your choice. The topics will be based on the feedback from the meet-up in Helsinki. More information to come.

We will send out an official invite before Christmas with more information regarding topics, schedule and technical info, but make sure to block your calendar already now.

Looking forward to “seeing” all of you in January!

Have a great weekend, and speak to you soon!

All the best from Benedicte and Maria

Deadline this Thursday: Apply for Diversity or Emerging Leader Scholarships for TLCC Gateshead

Gill Tasker (she/her) — Tue, 14 Nov 2023 15:24:08 GMT

Hello all! Our scholarship application period for TLCC Gateshead (5-6 March 2024) closes this Thursday 16th. Please help us spread word and pass this on to any members of your team who may be interested.

We have five scholarships available:

x3 Diversity
x2 Emerging Leader

Scholarships will cover the full conference registration fee, but awardees will be responsible for their own travel expenses and lodging.

Applications coupled with letters of recommendation are due by COB Thursday 16th November - more details regarding eligibility and online application links can be found on our website here.

If you have any questions please email scholarships@tessituranetwork.com or direct them to me personally.

Many thanks - we look forward to receiving your applications!

Prospect2

Benedicte Damslora — Wed, 13 Sep 2023 14:21:09 GMT

Hello Nordic Community! As some of you know I work with CRM at the Royal Swedish Opera.
We are considering changing from Wordfly to Prospect2 at the moment, as we see many limitations in wordfly when it comes to marketing automation, segmentation and so forth.
So, I would like to know if any of you are using Prospect2? What are your experiences with that, what functionality are you using and why did you choose Prospect2? It would be of great value to us to hear about this. I do know that a few of you are using it and I will be in contact over email.

Wishing you all a great day! All the best from Stockholm!

RE: Prospect2

N Jensen — Thu, 28 Sep 2023 08:21:29 GMT

Hi Benedicte Damslora

We are also looking into P2 just to see if the match is better. Currently, my concerns are that P2 is in the US and that the SMS part of the system is a different partner.

Also we are trying to book a date with Erik at Malmö Stadsteater to get a better insight, to how it is to work with the system, and the challenges they see with P2.

But P2 is a white lable solution of Active Campaign, which I have heard good things about. So essentially we are looking to get the same answers 🙂

RE: Prospect2

Benedicte Damslora — Mon, 25 Sep 2023 10:01:15 GMT

Hi Jenny! Thank you. Great to hear that you are happy with the system. I am in contact with Erik Roman at your organization over email regarding this. Really looking forward to hearing more from him about how you are using the system, and what benefits it has. I will put together some info afterwards and share it, so you all can take part of it. But for anyone interested I can recommend to start with a demo with Prospect2. Have a great day all of you!

RE: Prospect2

Jenny Bang — Fri, 22 Sep 2023 16:08:32 GMT

Hi everybody!

As Sofie said, we at Malmö Stadsteater are using Prospect2 and have been since it was launched. (We used Mail2 before, and the system has been upgraded and renamed to more of a marketing automation system.) We are very happy with the system and are happy to share and answer any questions.

RE: Prospect2

Maria Girke Magnusson — Wed, 20 Sep 2023 13:21:22 GMT

Hi Benedicte and Liisa, We are using Activity stream and are having same issues as mention in the discussions. We have started to evaluate the system and scan the market for something similar. Same goes with Wordfly. All the best from Malmö

RE: Prospect2

Benedicte Damslora — Fri, 15 Sep 2023 10:42:27 GMT

Dear Martin,

Thank you for responing to my question. Also good to have that input regarding Agillic. I posted the same question in the Email Strategy community. There is a longer discussion going on (+) Prospect2 vs Wordfly - Discussions - Email Strategy Tessitura Community - Tessitura Network. Even though the Nordics maybe of the most interest there is some good answers there as well.

Have a great weekend! /Benedicte

RE: Prospect2

Benedicte Damslora — Fri, 15 Sep 2023 10:39:24 GMT

Thank you Sofie :)

RE: Prospect2

Benedicte Damslora — Fri, 15 Sep 2023 10:37:10 GMT

Hi Liisa,

Hope all is well with you in Finland!

Thank you for fowarding Tuike's respone. I posted the same question in the Email Strategy Community Group. There I got some answers also regarding ActivityStream (+) Prospect2 vs Wordfly - Discussions - Email Strategy Tessitura Community - Tessitura Network. Seems like people are not so happy with ActivityStream in the discussion there. Lack of conditional blocks for example. I'll keep posting if I hear some more!

All the best,
Benedicte

RE: Prospect2

Liisa Riekki — Fri, 15 Sep 2023 07:36:15 GMT

Hei! I´m forwarding Tuike´s response.

Br, Liisa

Greetings from Helsinki! In the Finnish National Opera and Ballet we are currently using Wordfly but looking to switch it to another service. We asked demos from Prospect2 and Activity Stream and they both seem to be good options. I also asked from Malmö about their experiences from using Prospect2, and I understood that they are happy using it. But me and my colleagues would also be interested in hearing other experiences from both of these two platforms.

With kind regards,

Tuike Lehko / Communications Specialist (Marketing and customer communcations)

RE: Prospect2

Sofie Åström — Thu, 14 Sep 2023 09:09:23 GMT

Hi! Yes! We are using P2 and Malmö Opera aswell.

RE: Prospect2

Martin Havn — Thu, 14 Sep 2023 07:19:44 GMT

Dear Benedicte

I wish I could help, but we've made the switch from Wordfly to Agillic, and built a custom integration to make the systems talk. But frankly, it is not a perfect solution, as I understand our marketing team, and we're still struggling with getting open, click and conversion data integrated with sales data.

So we're also curious about any experiences with Prospect2 as a system. I believe the Malmö consortium have considered the switch too?

All the best from Copenhagen

Martin

Costumer service & Self service online - workshop in Helsinki april 2023

Sofie Åström — Tue, 13 Jun 2023 12:02:08 GMT

Hi all! I hope you all are so well.

Finally I have transcribed what we discussed and came up with during the workshop in Helsinki.
Seems like many of us are working, as some groups wrote on their paper - to make the website as powerful as the box office and to empower the costumer through making it easy to find the info they need etc.

I wish you all a very good summer and lets wake this conversation up again in the fall.

/Sofie

Malmö Stadsteater

Costumer service & Self service online - workshop in Helsinki april 2023

What has changed in the last years when it comes to what people appreciate and expect regarding customer service and self-service online?

People become more digital
self-sufficient, educated
=Increased digital demands in relation to customer service

Not much has changed, possibly more digitally costumers

Demand on personalized experience and digitalized service
Mobile first

Demand on self service functions/options, that allow more flexibility and 24/7 availability.

Expectations that website should be as powerful as the box office.

Higher expectations (more sharing good and bad) = we need to deliver even better cx.

Simpler and smoother purchase and login

Less patience, clear easy path

Self-service online expectations increased due to during pandemic.

Presented with information.

Expect the company to know what I like/what I need personalized, not presented with the same info.

Annoyance explaining themself again and again.

How have you changed your service accordingly?

App for the ushers/front of desk staff
Hospitality education for staff and continuously

Yes, the pandemic helped:
Decreased opening hours in customer service centre, less plastic cards, more accessibility in purchase flow.

We have added more video content, sound, flexibility functions, 24/7 availability.

Putting CX first – working on mindset

Costumer service/self-service more flexible (for example refunds)

More trustworthy and flexible service

Digitalizing of subscriptions

Seamless launch – seasonal program online

Mobile ap- personalized experience

Ongoingly test/flexibility

Are there areas that you would like to develop/change? What is your ideas?

Search functions on website

Seamless user experience

Increased digital visibility in relation to digital costumer service, FAQ etc.

Possibly a chat function selected hour

AI-aided services (chat bots, search)

Improve the mobile user experience.

Digital payment methods for schools – this is a target audience that want to do the booking fast

Chat bot functions

Q&A – streamlined, easy access.

Make it easier to find their own answers on the website – search engines/AI - Empower the costumer.

Thinking outside the industry to improve the service online.

Flexibility and more options

Personalization

Food and beverage - surrounding services

Generous terms and flexibility

Multiple options and frontline web experience

Instant!

All data into Tessitura

Chat

Digital membership cards

Search function

Built next level up.

Analytic Coffee Tessitura Community: Express Your Interest in UK/EU-friendly Meetup Times

Gill Tasker (she/her) — Thu, 18 May 2023 09:38:41 GMT

Hi everyone,

I wanted to let you know that global Tessitura community group Analytic Coffee have a poll open to gauge interest in potentially meeting at a UK/EU-friendly time monthly.

Please respond here with your interest.

Analytic Coffee is 'a virtual community of analysts, data storytellers & data scientists who help our organisations, and each other, better understand data to inform decision-making.'

Thanks,

Gill Tasker, Community Manager

Deadline Extended for TLCC London Scholarship Applications

Gill Tasker (she/her) — Tue, 02 Aug 2022 09:44:02 GMT

Hello! As professional development opportunities are vital to sustaining the non-profit arts and cultural sector, I wanted to let you know about the scholarship opportunities for Tessitura's Learning & Community Conference in London (October 11th-12th):

Diversity Scholarship
Emerging Leaders Scholarship

Find out more information here, and please note the final extended deadline of 15th August. We look forward to receiving your applications!

TLCC Europe: Call for presenters now open!

Gill Tasker (she/her) — Wed, 04 May 2022 09:04:53 GMT

Hello! I'm pleased to share our open call for presenters at TLCC London (11-12 October), to share practical knowledge and revolutionise the business of arts and culture. Whether you’re new to Tessitura or a seasoned expert, a first-time presenter or an experienced speaker, we invite you to submit a proposal for a presentation.

Your voice matters! Share your ideas and experiences, and spark conversations with your peers. We’re actively seeking speakers who identify as being from an ethnic minority; gender-nonconforming; having a disability; neurodivergent; LGBTQIA+; and other historically excluded identities.

Please find more information, including how to submit a proposal, here. The deadline for proposals is Monday 6th June.

Live Event: Benchmarking project insights: audiences, visitors and donors

Gill Tasker (she/her) — Wed, 30 Mar 2022 09:51:05 GMT

Hello everyone! Having recently joined Tessitura as Community Manger, I wanted to bring this event ‘Benchmarking project insights: audiences, visitors and donors’ to your attention. On Tuesday 5th April at 10am BST it will offer insights into key themes and trends as part of our pilot European benchmarking project. We hope to see you there!

Find out more and register via https://www.tessituranetwork.com/en/Items/Videos/Webinars/2022/Benchmarking_project_insights

Open Space Discussion - The New Venue Experience - Tomorrow, Thursday 9th September

Becky Shepherd (Past Staff Member) — Wed, 08 Sep 2021 08:50:59 GMT

Hi Everyone,

I just wanted to make sure you were all aware of the Open Space Discussion we are hosting in Zoom tomorrow afternoon. We want to provide space for participants to raise questions relating to vaccination requirements, contactless scanning, digital programs, and vaccine passports and policies. Open Space Discussions offer an opportunity for you to discuss what matters to you most with peers from across the arts & culture industry. Under our guiding theme of “The New Venue Experience,” we’ll create an agenda together, then break out into small-group conversations.

Date: Thursday, September 9 Time: 3:45-5:30pm BST

This session will begin with 15 minutes of small-group networking to help you meet new friends before we start the opening circle for our Virtual Open Space Discussions. All are welcome to come early and participate in our networking time. You are also welcome to join us on the hour when we will move into Open Space.

For more details and to register: https://www.tessituranetwork.com/en/Items/Events/webinars/2021/Public/OSD_0909?_ga=2.221583324.531330063.1630935326-1576254426.1628687351

Price optimizations or price elasticity?

Martin Havn — Mon, 25 Jan 2021 10:44:09 GMT

Dear nordic colleagues

How long it's been since our last meeting. I hope you are getting on despite the difficult times.

We are working towards optimizing the structure of our pricing schemes, i.e. the distribution of price zones, price categories, and price increments.

Among other things, we are trying to make a price elasticity analysis, to see if we can find margins we can work within.

Have any of you worked specifically with your pricing in recent years? Are any of you interested in discussing pricing in more detail?

Look forward to hearing from you

Martin

RE: Price optimizations or price elasticity?

Vilius Sepstas — Fri, 04 Jun 2021 11:49:35 GMT

Hello all,

Me and Martin Havn at the Kongelige Teater are still analysing our seating arrangement and looking at how our customers choose seats. We see that we have a lot of weird 'cold zones' (see picture attached) which probably result in sharp differences between prices in these areas. However, we are still not sure how to go about it.

We know that other Nordic theaters have very different pricing zones and strategies and we think it would be interesting to compare heat-maps if only we could get the data.

If anyone is willing to share their sales data then we could offer doing some heatmap plots and analysis for you, so you can see which seats are popular, which ones sell fastest, which type of customers prefer which type of seats, etc. etc.

We think it would be an interesting project that we all could benefit from in the long run.