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Talent Lab Workshop:

Patron Experience Mapping

Creating positive audience experiences increases the likelihood your patrons will invest in your mission. Reserve Your Spot

From the first interaction to every proceeding touchpoint, understanding a customer's journey is no longer an optional "nice-to-have" understanding - it's essential. The benefits of a seamless and coordinated experience for your customers mean a greater opportunity to deepen the relationship and that they will increase their investment in your mission.

When done correctly, a customer journey map:

  • Enables an organization to deliver a consistently positive experience.
  • Identifies and eliminates ineffective touchpoints.
  • Breaks down departmental silos.
  • Shifts from an internally-focused to a customer-focused perspective.

At Customer Experience Mapping, attendees will:

  1. Understand the strategic “whys” and tactics associated with mapping the customer experience.
  2. Assess their organization’s effectiveness in customer touchpoint.
  3. Collaborate with team members to assign ownership of various touchpoints.
  4. Draft their own Customer Journey Map.

This workshop is for entry-level to senior leadership across marketing, development, box office, and membership team members in the arts and cultural industry.

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Price: $89
Length: 2 hours
Delivery: Online
Registration Now Closed

Finally, a workshop designed to grow your professional impact.


“TRG gets you onboard with the culture and inspires you to implement their best practices extremely well.” Tate LeClair, Director of Development
Springer Opera House
“Ever since you have done TRG 30 roundtables, I’ve turned the phones off for that time so my entire Box Office can tune in. I’m committed to it because I think it’s good for us.” Lisa McCullough, Director of Audience Services
Boston Ballet
“The Loyalty Planning Clinic was a great experience and investment—we’ve gained new tools for moving forward in this moment and beyond. It was an incredibly informative workshop with collaborative participants and tremendous facilitators.” Danielle M. Dove, Director of Marketing & Sales
Indiana Repertory Theatre
What You’ll Learn
Resiliency Areas of this Workshop
People- Centric Teams Optimizing an adaptive and forward- thinking approach to the structure, development, and retainment of teams. Consumer Relationships Engaging a community by attracting new and retaining existing consumers. Organizational Frameworks Systems and structures for organizations focused on feedback, planning and E.D.I. initiatives. Financial Stability Building sustainable revenue through cost mitigation, revenue optimization, and data-driven insights. Thriving Organizations

Transforming 21st century organizations require four key areas to maintain resiliency.

Key Outcomes

Talent Lab workshops are active learning experiences. When you sign up, you should expect:

  • To have honest conversations during breakout sessions.
  • To have your mobile phone available for workshop interactivity.
  • To take notes to share ideas learned with your teammates.

Due to the nature of this experience and to create a safe space for dialogue, we won’t provide a recording or deck after the workshop.

Your Faculty

Since joining TRG in 2011, Adam Scurto has worked extensively with clients on issues related to marketing strategy, pricing and demand management, customer loyalty, and data analysis. He’s delivered results for various clients across North America, including National Ballet of Canada, Alvin Ailey American Dance Theatre, Center Theatre Group, and more.

Adam Scurto

Director of Strategy