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Guest Spotlight

#SBS24 Q&A: The O2’s Jay Bourley

Background image: Joe Green on Unsplash

Background image: Joe Green on Unsplash

With TheStadiumBusiness Summit taking place in Manchester next month, we caught up with The O2’s head of guest experience, Jay Bourley. 

Bourley has extensive experience in the industry having spent some 17 years at Ambassador Theatre Group, before taking on the role of head of visitor operations at Roundhouse Trust. 

Bourley took on his current challenge at The O2 in London, in January last year. 

The O2 boasts a capacity of 20,000 and is considered the world’s busiest arena. 

We asked Bourley what’s next on the agenda for The O2…

TheStadiumBusiness: What’s exciting you in the field of stadium and venue design at present?

Jay Bourley: “Integration of the digital journey within the physical structure of stadia and arenas is at a really interesting juncture right now. Seamlessly building infrastructure that allows guest to interact with facilities, F&B and experiential content will drive the customer experience forward in a way that I don’t think we have even begun to fully realise yet.”

TSB: What’s in the pipeline for The O2 over the next year?

JB: “As we continue to build on last year’s record-breaking success, we have a host of big name artists lined up to play amazing events at The O2. Across the board we are delivering incredible fan experiences whilst ensuring we continually look to improve accessibility within the arena. 

“In 2023 we became the UK’s first arena to become members of the Hidden Disability Sunflower lanyard scheme and looking ahead we have plans to upgrade our accessibility platform seating, deliver a more streamlined online purchase flow working with the Nimbus Access Card and we are looking at a host of ways to improve visits for guests with neurodivergent needs. All of this alongside providing a best-in-class guest experience through digital innovation, a seamless F&B experience and of course putting the artist at the heart of the venue.”

TSB: What are you most looking forward to about the Summit?

JB: “This will be my first Stadium Business Summit and I’m really looking forward to meeting a host of new people, sharing ideas and building my understanding of the challenges/opportunities facing the industry.”

Join Jay Bourley – and hundreds of colleagues from the sector – at TheStadiumBusiness Summit 2024 in Manchester from June 17-19. Sign up here.

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