GuestX 2021 Virtual Schedule

All GuestX events will take place on our virtual platform provider, Pathable.
All presentations will be pre-recorded and made available to attendees the week of February 1, 2021. All live Q&A sessions related to pre-recorded presentations, town halls, and happy hours will take place February 9-11, 2021. All times noted are in CENTRAL Standard Time.
The GuestX Virtual Schedule is subject to change.

Day 1 - Tuesday, February 9, 2021

11:00am - 11:45am
The 5 Stories Every Venue Needs to Tell: Leveraging Maslow's Hierarchy of Needs for Guest Service
Speaker: Fanny Dunagan, CEO & LinkedIn Content Strategist

Abraham Harold Maslow, American psychologist and philosopher, best known for his Hierarchy of Needs defines the 5 levels of our innate human needs. How does that relate to venues as you welcome guests back? By making sure your marketing videos tell these stories to meet their needs:
  1. Physiological Needs - How will their food, drink and shelter be handled
  2. Safety Needs - How will you make them feel safe & secure
  3. Love & Belonging Needs - How will you create an environment of love & belonging
  4. Esteem Needs - How will you exemplify respect for guests
  5. Self-Actualization Needs - How will you create peak experiences and growth for guests
Learn how to satisfy these needs through videos and marketing to attract your guests back to your venues and remind them of your exceptional guest experiences.
11:45am - 12:45pm
12:45pm - 1:45pm  

Town Hall by SECTOR

1:50pm - 2:10pm  
sponsored by tvsdesign

Description: VST by TVS is a one-stop-shop for Venue Managers that lets prospective events teams experience their venue from any screen. This tool gives events and venue teams a virtual site tour with all the specs baked into one customized package. With the capability to detail max seating capacities, different layout styles and the ability to load in a photo gallery, it’s truly a turnkey solution. Viewers become immersed in everything from entry queuing and concessions to performance spaces, concourses, ballrooms and even back of house with just a click of a button.

6:00pm - 7:00pm
Happy Hour featuring General Knowledge Trivia (optional)

Day 2 - Wednesday, February 10, 2021

11:00am - 11:45am   Building a Resilient Mind: Applying Mental Strategies That Elite Performers Utilize to Manage Highly Adverse Situations
Speaker: Justin Anderson, Psy.D., LP, CMPC, Sport and Performance Psychologist, Founder & CEO of Premier Sport Psychology

We live in a world where everything we do demands results.  In business, sport, or even personal relationships, we face daily challenges that require us to perform at our best and give everything we have (and then some).  But what happens when we are stressed and depleted?  How do we find the extra energy or a path forward?  Many of our best athletes and performers now turn to sport psychologists for strategies to build a more resilient mind and to optimize their functioning.  In this session, Dr. Justin Anderson (sport psychologist for teams in the NFL, NBA, and MLB) will discuss several strategies that can optimize our mindsets to improve our mental-toughness and well-being - even when we are fatigued, over-stressed and under pressure.

11:45am - 12:45pm
12:45pm - 1:45pm   Town Hall - All Together
1:50pm - 2:10pm  
Hostile Vehicle Mitigation (HVM) Through Site Furnishings and Design
Sponsored by Calpipe Security

Learn new emerging trends in aesthetically driven technology to mitigate the threat of hostile vehicles while providing an overview on the current state of HVM design in the USA and abroad.

Attendees will learn how the development of international standards has driven innovation in product design, engineering and specification philosophy that enables highly effective protection to blend seamlessly into urban landscape design: allowing architects, planners and designers to install the highest levels of security without instilling fear.

6:00pm - 7:00pm  
Happy Hour featuring Disney Trivia (optional)

Day 3 - Thursday, February 11, 2021

11:00am - 11:45am   Southwest Airlines Hospitality: How an Airlines’ Philosophy Can Enhance Your Guest Experience
Speaker: Jonathan Portnoy, Manager, Hospitality Assurance, Southwest Airlines

Southwest Airlines was founded on Customer Service. However, over the past few years, customer service has become a standard for many airlines and across service industries. To continue to differentiate itself, Southwest evolved its legendary Customer Service to Hospitality: making Employees and Customers feel welcomed, cared for and appreciated. This philosophy is even more critical today as we work to regain customers during the pandemic. Learn how Southwest’s Hospitality framework and tools can apply to your organization to create an environment focused on providing an outstanding guest experience.

Key learnings from the presentation

  • Hospitality must have a common and consistent understanding across the entire organization.
  • Hospitality is about creating emotional connections and memories with employees and customers, not transactional interactions.
  • The pandemic has changed the way we deliver hospitality and put even more emphasis on its importance to the guest experience.
11:45am - 12:45pm   Tradeshow
12:45pm - 1:45pm  

Inclusive Inclusion – How To Be Inclusive With Social Isolation & Making Your Venue Inclusive For All

Join KultureCity, Charleston Gaillard Center, and Prudential Center for a conversation about social isolation, sensory diversity and how to get our venues ready to reopen to promote sensory inclusion, diversity and also enhance guest satisfaction and venue revenue post pandemic.


Moderator: Uma Srivastava, Chief Operating Officer at KultureCity


  • Julian Maha, Founder KultureCity
  • Dominique Wilkins, Vice President Of Basketball & Special Advisor To The Ceo, Atlanta Hawks, & Board Chairman Of Kulturecity
  • Brandi Rhodes, Chief Brand Officer of All Elite Wrestling, KultureCity Advocate, Actor & Television Personality
  • Daniel Malandruccolo, Director, Guest Services New Jersey Devils/Prudential Center
  • Kiana Z. Kim, Director of Production at The Charleston Gaillard Center & IAVM Foundation 30|UNDER|30 Class of 2019
1:50pm - 2:10pm   Solutions Showcase 1
6:00pm - 7:00pm   Happy Hour featuring Pop Culture Trivia (optional)

Thank you to our global partners.