The Future of Experiences: What Guests Expect Now (and What Comes Next) - Andy Zimmerman

How is AI starting to play a role in visitor attractions - Dominique Bouchard

In this episode of Skip the Queue, Andy Povey is joined by Dominique Bouchard, Heritage and Engagement Director at Leeds Castle and incoming Creative Director at the Shakespeare Birthplace Trust, to explore how artificial intelligence is transforming heritage storytelling. They discuss the creation of the world’s first interactive historical AI avatar, how Leeds Castle brought Queen Eleanor of Castile to life, and what this innovation means for the future of visitor engagement across heritage attractions. Topics Discussed: * How artificial intelligence is reshaping heritage storytelling * The creation of Leeds Castle’s interactive Queen Eleanor of Castile AI avatar * Balancing historical accuracy with AI driven visitor interaction * The design and development process behind the world first historical avatar * Using AI to create personalised visitor experiences * Audience reactions to experimental heritage technology * Ethical considerations of AI in museums and heritage sites * How AI can support interpretation and visitor engagement * The challenges of introducing emerging technology in heritage settings * Blending creative storytelling with digital innovation * Practical advice for attractions exploring AI adoption * The future of AI within museums and heritage organisations * Dominique Bouchard’s upcoming move to the Shakespeare Birthplace Trust * The potential for future AI driven heritage experience   Show references:    Dr Dominique Bouchard, Heritage and Engagement Director at Leeds Castle. Soon-to-be Creative Director at the Shakespeare Birthplace Trust. * https://www.shakespeare.org.uk/about-us/news-media/press-releases/leading-uk-museum-appoints-its-first-creative-director/ [https://www.shakespeare.org.uk/about-us/news-media/press-releases/leading-uk-museum-appoints-its-first-creative-director/] Pilgrimage of Love: Eleanor of Castile [https://www.leeds-castle.com/events/pilgrimage-of-love-eleanor-of-castile/] * https://www.leeds-castle.com/ * https://www.leeds-castle.com/events/pilgrimage-of-love-eleanor-of-castile/ [https://www.leeds-castle.com/events/pilgrimage-of-love-eleanor-of-castile/] * https://youtu.be/U29H_PHrh14?si=NDbHAwR0CTTIuApY [https://youtu.be/U29H_PHrh14?si=NDbHAwR0CTTIuApY] Museum and Heritage show at Olympia London, Theatre 3 at 2:15 on Wednesday 13th May, 2026 * https://show.museumsandheritage.com/ [https://show.museumsandheritage.com/]     Skip the Queue is brought to you by Merac. [https://www.merac.co.uk/] We provide attractions with the tools and expertise to create world-class digital interactions. Very simply, we're here to rehumanise commerce. Your guest host is Andy Povey [https://www.linkedin.com/in/andypovey/]. If you like what you hear, you can subscribe on Apple Podcasts [https://podcasts.apple.com/ph/podcast/skip-the-queue/id1475086195], Spotify [https://open.spotify.com/show/15kj3Ih5LEwAkFHmTwvEcG], and all the usual channels by searching Skip the Queue or visit our website SkiptheQueue.fm. [https://www.skipthequeue.fm/] If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on LinkedIn. [https://www.linkedin.com/showcase/skipthequeue/] Credits: Written by Emily Burrows (Plaster) Edited by Steve Folland Produced by Emily Burrows and Sami Entwistle (Plaster) Download The Visitor Attractions Website Survey Report - https://www.merac.co.uk/download-the-visitor-attractions-survey [https://www.merac.co.uk/download-the-visitor-attractions-survey]   We have launched our brand-new playbook: ‘The Retail Ready Guide to Going Beyond the Gift Shop’ — your go-to resource for building a successful e-commerce strategy that connects with your audience and drives sustainable growth.   Download your FREE copy here [ https://pages.crowdconvert.co.uk/skip-the-queue-playbook]

Climate Action in Attractions: What’s Holding the Industry Back? - Vero Celis and Marie Rayner with Ruth Read

In this Skip the Queue podcast episode, our guest host Ruth Read, Director of blooloop and greenloop, is joined by Vero Celis, CEO and Founder of Valumia and Sustainability Advisor at Skutek Consulting, and Marie Rayner, Director of Project Development and Sustainability Lead at Storyland Studios, to discuss sustainability in the attractions industry, focusing on practical climate action, key risks, and how small, data-driven steps can create meaningful progress. Topics Discussed: * what sustainability and climate action mean for attractions * how to get started using existing data and simple steps * integrating sustainability into storytelling and guest experience * designing attractions with biodiversity and long term impact in mind * attractions as spaces to test and showcase sustainable innovation * risks of not acting including climate impacts and infrastructure challenges * supply chain risks and ESG considerations * growing guest expectations around sustainability * practical operational improvements and quick wins * barriers to progress including cost, alignment, and lack of clarity * circular design and reducing waste across projects * engaging and educating guests through visible sustainability efforts   Show references:    Guest Host:  Ruth Read [https://www.linkedin.com/in/ruthread/], Director at blooloop, the go-to source for attractions news and its sustainability platform greenloop. * https://blooloop.com/ [https://blooloop.com/] * https://www.linkedin.com/company/blooloop/about/ [https://www.linkedin.com/company/blooloop/about/] * https://www.linkedin.com/in/ruthread/ [https://www.linkedin.com/in/ruthread/] * Join the greenloop newsletter. https://mailchi.mp/blooloop.com/greenloops-reasons-to-be-cheerful [https://mailchi.mp/blooloop.com/greenloops-reasons-to-be-cheerful]   Veronica Celis Vergara, [https://www.linkedin.com/in/veronica-celis-vergara/]CEO and founder of Valumia [https://www.linkedin.com/company/valumia/] and Sustainability Advisor at Skutek Consulting [https://www.linkedin.com/company/skutek-consulting/] * https://skutek-consulting.de/ [https://skutek-consulting.de/] * https://www.valumia.com/ [https://www.valumia.com/] * https://www.linkedin.com/in/veronica-celis-vergara/ [https://www.linkedin.com/in/veronica-celis-vergara/]   Marie Rayner [https://www.linkedin.com/in/marie-r-138b181b/], Director of Project Development and Sustainability Lead at Storyland Studios [https://www.linkedin.com/company/storyland-studios/] * https://www.storylandstudios.com/ [https://www.storylandstudios.com/] * https://www.linkedin.com/company/stor [https://www.storylandstudios.com/]yland-studios/about/ [https://www.linkedin.com/company/storyland-studios/about/] * https://www.linkedin.com/in/marie-r-138b181b/ [https://www.linkedin.com/in/marie-r-138b181b/]   Skip the Queue is brought to you by Merac. [https://www.merac.co.uk/] We provide attractions with the tools and expertise to create world-class digital interactions. Very simply, we're here to rehumanise commerce. Your guest host is Ruth Read. [https://www.linkedin.com/in/ruthread/] If you like what you hear, you can subscribe on Apple Podcasts [https://podcasts.apple.com/ph/podcast/skip-the-queue/id1475086195], Spotify [https://open.spotify.com/show/15kj3Ih5LEwAkFHmTwvEcG], and all the usual channels by searching Skip the Queue or visit our website SkiptheQueue.fm. [https://www.skipthequeue.fm/] If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on LinkedIn. [https://www.linkedin.com/showcase/skipthequeue/] Credits: Written by Emily Burrows (Plaster) Edited by Steve Folland Produced by Emily Burrows and Sami Entwistle (Plaster) Download The Visitor Attractions Website Survey Report - https://www.merac.co.uk/download-the-visitor-attractions-survey [https://www.merac.co.uk/download-the-visitor-attractions-survey]   We have launched our brand-new playbook: ‘The Retail Ready Guide to Going Beyond the Gift Shop’ — your go-to resource for building a successful e-commerce strategy that connects with your audience and drives sustainable growth.   Download your FREE copy here [ https://pages.crowdconvert.co.uk/skip-the-queue-playbook]

The Future of Experiences: What Guests Expect Now (and What Comes Next) - Andy Zimmerman

Andy Povey is joined by Andy Zimmerman, CEO of Journey, the global design and innovation agency behind some of the world's most innovative immersive experiences. Andy shares how Journey blends storytelling, technology, and multidisciplinary creativity to transform everything from theme parks and observation decks to healthcare and live entertainment. They discuss the shift from digital to real-world experiences, the importance of designing every touchpoint in the guest journey, and why the most memorable moments often happen before the main event even begins.   Topics Discussed * How Journey creates world-class immersive experiences across multiple industries * Why storytelling is the foundation of every successful project * Designing experiences beyond entertainment, including healthcare and hospitality * The transformation of the Empire State Building visitor experience * Lessons from Disney's MagicBand and pre-arrival guest engagement * The growing demand for real-life, technology-enabled experiences * How Journey combines diverse creative disciplines under one roof * The future of immersive experiences and opportunities with influencer-led attractions * Why every part of the guest journey, including queues, matters * The shift from the experience economy to the transformation economy   Show references: Andy Zimmerman [https://www.linkedin.com/in/andrewzimmerman1/], CEO of Journey * https://journey.world/ [https://journey.world/] * https://www.linkedin.com/company/journeydotworld/ [https://www.linkedin.com/company/journeydotworld/] * https://www.linkedin.com/in/andrewzimmerman1/ [https://www.linkedin.com/in/andrewzimmerman1/]   Skip the Queue is brought to you by Merac. [https://www.merac.co.uk/] We provide attractions with the tools and expertise to create world-class digital interactions. Very simply, we're here to rehumanise commerce. Your host is Andy Povey [https://www.linkedin.com/in/andypovey/]. If you like what you hear, you can subscribe on Apple Podcasts, Spotify, and all the usual channels by searching Skip the Queue or visit our website SkiptheQueue.fm. [https://www.skipthequeue.fm/] If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on LinkedIn. [https://www.linkedin.com/showcase/skipthequeue/] Credits: Written by Emily Burrows (Plaster) Edited by Steve Folland Produced by Emily Burrows and Sami Entwistle (Plaster) Download The Visitor Attractions Website Survey Report - https://www.merac.co.uk/download-the-visitor-attractions-survey [https://www.merac.co.uk/download-the-visitor-attractions-survey]   We have launched our brand-new playbook: ‘The Retail Ready Guide to Going Beyond the Gift Shop’ — your go-to resource for building a successful e-commerce strategy that connects with your audience and drives sustainable growth.   Download your FREE copy here [ https://pages.crowdconvert.co.uk/skip-the-queue-playbook]

What Three Generations of Women Can Teach Us About Running a Theme Park - Debs Griffin

Andy Povey is joined by Debs Griffin, Director of Sundown Adventureland, to explore a family-run theme park shaped by three generations of women. The conversation covers its growth into a leading destination for young families, alongside insights on expansion, operations, and maintaining a clear focus on imaginative play for children under 10.   Topics Discussed * Origins and growth of Sundown Adventureland * Three generations of female leadership * Expansion into rides, play areas, and accommodation * Challenges in staffing and operations * Importance of hands-on leadership * Focus on under 10s and free play experiences * Balancing growth while maintaining family values   Show references: Debs Griffin [https://www.linkedin.com/in/debora-griffin-924161120/], Director of Sundown Adventureland * https://sundownadventureland.co.uk/ [https://sundownadventureland.co.uk/] * https://www.linkedin.com/company/sundown-adventureland/ [https://www.linkedin.com/company/sundown-adventureland/] * https://www.linkedin.com/in/debora-griffin-924161120/ [https://www.linkedin.com/in/debora-griffin-924161120/]   Skip the Queue is brought to you by Merac. [https://www.merac.co.uk/] We provide attractions with the tools and expertise to create world-class digital interactions. Very simply, we're here to rehumanise commerce. Your host is Andy Povey [https://www.linkedin.com/in/andypovey/]. If you like what you hear, you can subscribe on Apple Podcasts, Spotify, and all the usual channels by searching Skip the Queue or visit our website SkiptheQueue.fm. [https://www.skipthequeue.fm/] If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on LinkedIn. [https://www.linkedin.com/showcase/skipthequeue/] Credits: Written by Emily Burrows (Plaster) Edited by Steve Folland Produced by Emily Burrows and Sami Entwistle (Plaster) Download The Visitor Attractions Website Survey Report - https://www.merac.co.uk/download-the-visitor-attractions-survey [https://www.merac.co.uk/download-the-visitor-attractions-survey]   We have launched our brand-new playbook: ‘The Retail Ready Guide to Going Beyond the Gift Shop’ — your go-to resource for building a successful e-commerce strategy that connects with your audience and drives sustainable growth.   Download your FREE copy here [ https://pages.crowdconvert.co.uk/skip-the-queue-playbook]

From Zoo to Conservation Experience: Reinventing a 200-Year-Old Institution-Matthew Philpott

In this episode, Andy Povey is joined by Matthew Philpott, Head of Marketing at Bristol Zoological Society to discuss the transformation of Bristol Zoological Society and the move from Bristol Zoo Gardens to the larger, conservation focused Bristol Zoo Project. They explore how the new site prioritises animal welfare through natural habitats, the challenges of relocating animals including gorillas, and the creation of immersive environments like the African Forest. The episode also touches on changing visitor expectations and the evolving role of zoos in global conservation.   Key Topics Discussed * Transformation from city zoo to large scale conservation site * Closure and legacy of Bristol Zoo Gardens * Vision behind Bristol Zoo Project and modern zoo design * Animal welfare and natural habitat creation * Relocation of animals and logistical challenges * Gorilla troop move and preparation process * Design and features of African Forest habitat * Multi species environments and enrichment * Balancing visitor expectations with new experiences * Branding and retaining the Bristol Zoo name * Conservation breeding programmes and global collaboration * Role of zoos in wildlife conservation * Visitor engagement through immersive design and play * Data driven decision making in attractions * Industry trends and future zoo regulations * Education and inspiring conservation action   Show references:   Matthew Philpott [https://www.linkedin.com/in/matthew-p-b82395b3/], Head of Marketing at Bristol Zoological Society * https://bristolzoo.org.uk/ [https://bristolzoo.org.uk/] * https://www.linkedin.com/company/bristol-zoo-project/ [https://www.linkedin.com/company/bristol-zoo-project/] * https://www.linkedin.com/in/matthew-p-b82395b3/ [https://www.linkedin.com/in/matthew-p-b82395b3/]   Skip the Queue is brought to you by Merac. [https://www.merac.co.uk/] We provide attractions with the tools and expertise to create world-class digital interactions. Very simply, we're here to rehumanise commerce. Your host is Andy Povey [https://www.linkedin.com/in/andypovey/]. If you like what you hear, you can subscribe on Apple Podcasts, Spotify, and all the usual channels by searching Skip the Queue or visit our website SkiptheQueue.fm. [https://www.skipthequeue.fm/] If you've enjoyed this podcast, please leave us a five star review, it really helps others find us. And remember to follow us on LinkedIn. [https://www.linkedin.com/showcase/skipthequeue/] Credits: Written by Emily Burrows (Plaster) Edited by Steve Folland Produced by Emily Burrows and Sami Entwistle (Plaster) Download The Visitor Attractions Website Survey Report - https://www.merac.co.uk/download-the-visitor-attractions-survey [https://www.merac.co.uk/download-the-visitor-attractions-survey]   We have launched our brand-new playbook: ‘The Retail Ready Guide to Going Beyond the Gift Shop’ — your go-to resource for building a successful e-commerce strategy that connects with your audience and drives sustainable growth.   Download your FREE copy here [ https://pages.crowdconvert.co.uk/skip-the-queue-playbook]