From Disney to Olympics 2032 Fan and Guest Experience with Louise Lao

What makes an experience memorable enough that people talk about it, recommend it and want to come back?

In this Wednesday Webinar (taking place on a Thursday!), we’re joined by Louise Lao, an experience design leader whose career has included work with some of the world’s most recognised entertainment brands and is now working with Brisbane 2032 to design an incredible experience at the Olympics.

Louise’s background in hotel hospitality for some of the most famous brands in the world includes working for Shangri-la Hotels, Hong Kong Disneyland and Crown Resorts. Today, her work with Brisbane 2032 is focused on building the North Star that Brisbane will use to define how millions of people will experience the Olympic Games.

In this session, we’ll talk about what great experience design actually looks like when the stakes, scale and expectations are enormous. We’ll explore what Louise has learned from hospitality and how those lessons translate beyond hotels and what goes into designing experiences for something as significant as the 2032 Olympics.

We’ll cover things like:

• What Disney can teach us about designing experiences people remember
• How to think about the entire guest journey, not just individual touchpoints
• What changes when you’re designing for huge audiences and major events
• How customer and guest experience principles translate into fan experience
• What organisations of any size can learn from the thinking behind Brisbane 2032

Whether you work in CX, EX, service design, events, hospitality, retail or customer-facing leadership, this is a chance to hear from someone designing experiences at a scale most of us rarely get to see from the inside.