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Beyond the Visit: Creating Lasting Emotional Engagement Through Guest Experience
$100.00
Session Description
Theme parks create memorable experiences for millions of guests each year, but some of the most meaningful relationships between guests and destinations are built over time through emotional connection. This session explores how theme parks can cultivate lasting engagement by creating experiences that resonate will beyond a single visit.
Leaders from Hong Kong Disneyland Resort, Shanghai Disney Resort, and Universal Beijing Resort will share perspectives from their parks on how thoughtful designed guest experiences and everyday interactions contribute to building emotional bonds. The discussion will highlight how the overall guest journey — from atmosphere and storytelling to personal interactions with frontline teams — can create moments that guests remember and return to.
Through their sharing, the panel will explore how meaningful guest moments, consistent service culture, and empowered teams work together to strengthen the sense of connection guests feel with a destination over time, turning memorable visits into lasting relationships.
Speakers
- Anthony Blitch, Director of Park Operations, Hong Kong Disneyland Resort
- Edith Lam, Director, Guest Experiences & Services, Universal Beijing Resort
- Alan Kwok, Director, Park & Disneytown Operations, Shanghai Disney Resort
- Olivia Kang, Manager, Compliance and Projects, Park and Disneytown Operations, Shanghai Disney Resort
Details
CEUs: 1.0
Session Time: 60 minutes
Language: American English
Features: Recording of live presentation IAAPA Expo Asia June 9, 2026