Today’s episode is all about Guest Service vs. Guest Experience and Designing Customer Experiences in New Venues
On this episode, David sits down with Kameron Durham, Vice President of Guest Experience for the entire entertainment footprint of Hollywood Park, including SoFi Stadium, the brand new home of the Los Angeles Rams and Los Angeles Chargers. Prior to this role, he was the Director of Guest Services for the Seattle Mariners and the San Diego Padres. In its first year, SoFi Stadium did not host any fans due to the COVID-19 pandemic. In lieu of guests, they re-thought customer experience and service as stakeholder experience and service, focusing on the employees and players and those who are expected to deliver magical moments for fans.