The Royal Albert Hall attracts 1.7m people each year to over 390 events in its main auditorium and hosts a further 400 events in smaller spaces.

As a national charity, approaching its 150th anniversary, the organisation is thinking beyond the transactional, endeavouring to find new ways in which to leave its audience with positive impressions from each interaction, whether online or in person. 

In this talk, Sarah shares her experiences of using digital media to bring the Hall’s story and values to life and the challenge of ensuring that a customer’s experience is consistently excellent across digital and non-digital environments as customer expectation continues to rise.