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Pennsylvania Convention Center Authority Philadelphia, PA


“In 2019, I believe the meet- ings and convention industry will see an increased focus on evaluating and utilizing data in a way that allows venues and meeting planners to create a highly personalized attendee experience,” predicts John J. McNichol, president and CEO of the Pennsylvania Convention Center Authority. “This trend plays to one of our strengths at the Pennsylvania Convention Center (PCC). We have a strong ability to cus- tomize meetings and conventions given the broad range of flexible event and meeting space at our facility. The conven- tion services team for the Philadelphia Convention and Visitors Bureau, which works with our PCC team, is adept at curating the environment clients want to create for their customers, both from a visual and experiential perspective.”


At the Pennsylvania Convention Center, McNichol says the staff works closely with facility manager SMG to gain insight from customers in advance of their events. This includes gaining a strong understanding of the demographics of a customer’s attendees, the pace and schedule of events, and what the meeting planner, attendees, and exhibitors are looking to achieve.


“The information we receive from our customers during the planning stage helps our team to guide meeting planners through the process with advice, innova- tive service options, and, hopefully, a keener sense of intuition to stay ahead of customer expectations,” explains McNichol. “After a meeting concludes, we like to conduct follow up surveys and dis- cussions with meeting planners to under- stand what worked best for them, as well as identify opportunities for improvement or future innovations that we can imple- ment, which will benefit new customers.”


“We recently worked with students from Temple University in reviewing market and social trends that affect our center,” he


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