Fan Experience Technology: Separating Hype from Value

The Technology Landscape

Sports and entertainment venues are bombarded with technology vendors promising to revolutionize the fan experience. From mobile ordering to augmented reality, the options are overwhelming—and the claims often exaggerated.

So how do you separate genuine innovation from marketing hype? Here's our framework for evaluating fan experience technology investments.

Key Questions to Ask

Does it solve a real problem?

Too often, technology is implemented because it seems innovative, not because it addresses a genuine pain point. Start by understanding your fans' actual frustrations and unmet needs.

Can you measure the impact?

Before investing, define clear success metrics and ensure you have the ability to track them. If a vendor can't explain how you'll measure ROI, that's a red flag.

What's the implementation reality?

Pilots are easy; scaling is hard. Understand the true cost and complexity of rolling out any solution across your entire operation.

Technologies Delivering Real Value

Based on our work with clients, here are the technology categories that are consistently delivering measurable results:

1. **Mobile ordering and payment: Reduces wait times and increases per-cap spending

Digital ticketing and access control: Improves operational efficiency and data capture

CRM and personalization platforms: Enables targeted marketing and improved retention

Approach with Caution

And here are areas where we'd recommend careful evaluation before significant investment:

- AR/VR experiences (high cost, unclear ROI)

• Biometric payments (privacy concerns, limited adoption)
  • In-seat delivery (operational complexity often underestimated)

    Conclusion

    The best technology investments start with clear business objectives and a realistic understanding of implementation requirements. Don't let shiny demos distract from fundamental questions about value creation.