Episode 14: Houri Tapiki on Customer Experience

Episode 15: Todd Dyer on Challenging the Status Quo.

Todd Dyer is the Vice President and Head of Sports and Live Entertainment Sales at Cast and Crew Entertainment. His career has traversed pretty much every inch of the live entertainment industry. Joel and Todd discuss his efforts to influence change and innovation, what it takes to keep clients onside during the tough times, and how sometimes the most difficult competitor is existing ideas.

Episode 14: Houri Tapiki on Customer Experience

In this episode, VMA CEO Joel Edmondson speaks with Houri Tapiki, General Manager of Theatre Royal Sydney and VMA’s Venue Professional of the Year, about her career journey and philosophy on leadership and customer experience. Houri traces her path from a casual ticketing call-centre role at Ticketek through major responsibilities in sports (Rugby Australia), international experience building Dubai Opera, and ultimately returning to Australia to run Theatre Royal Sydney under Trafalgar Entertainment. She reflects on stewarding a historic venue celebrating its 50th anniversary and managing a long pipeline of major productions, while explaining why customer experience—removing friction, showing genuine empathy, and making a night out “worth leaving the couch for”—sits at the heart of her approach.

Episode 13: Sean Coyle on Operating a World-Class Venue.

Sean Coyle is the Senior Manager, Premium Guest Experience at SoFi Stadium. He shares his experience delivering one of the world's busiest events programs at one of the world's most ambitious venues, including his journey from industry beginner to venue leader.

Episode 12: Terrence Trujillo on Fan Engagement

Terrence Trujillo is the Director of Commercial for Qudos Bank Arena and a superfan of all things live entertainment. He is deeply passionate about the role that venues can play in elevating the fan experience. Join Terrence and Joel for a conversation about the art and science of fan engagement, with a special focus on the role of data in helping us understand and program for new and emerging markets.

Episode 11: Craig McMaster on community engagement in venue development

Craig McMaster is the Director of Riverside Theatre, Western Sydney's premier performing arts facility. The theatre, based in Parramatta, is in the early stages of a $276m development. Craig and Joel discuss the power of authentic community engagement to a meaningful design outcome.