As Royal Opera House undertakes a major physical renovation, the organization is also experiencing a philosophical and behavioral transformation focused on providing audiences and visitors with an unforgettable experience.

When the Royal Opera House embarked on an extensive capital development project named “Open Up“, the aim was not only to enhance the audience experience but also to welcome daytime visitors to this landmark site. While the design will ensure improvements to the building, the project will only be truly successful if these physical changes are matched by a redefined visitor experience.

"The expectations of audiences has undergone a seismic shift. No longer do they just expect inspiring auditoriums, thought-provoking and mesmerizing performances, and world-class artists. Now, there's an anticipation - a demand even - for the experience to start way before the orchestra tunes up."

In this talk, Heather shares the challenge of moving from a venue to a destination - from caring for your customers to delivering an engaging and memorable visit - and discuss her approach in ensuring that the project delivers on its promise to open up the Royal Opera House to many more visitors beginning in 2018. Click the play button above to watch the talk.

An architect's rendering of the "opened up" Royal Opera House