The Principled Path: Leading Attractions  Through Transformation & AI

Overview:

Sondra Shannon, CEO of Gatemaster Technology, and Bruce Wren, Founder and CEO of  ACE Independent Consulting Services, explored the core tenets of principled leadership,  the distinctions between traditional and transformational approaches, and the profound impact of artificial intelligence on operations and guest experience. The dialogue  underscored the importance of adapting to change with integrity and foresight, providing a  roadmap for attraction businesses aiming for sustained success

Insights from This Live

•  The “Positivity Principle” is Paramount:
  Bruce emphasized that maintaining a positive vision and communicating with clarity, especially during challenging times, is a cornerstone of principled leadership. This resilience fosters trust and unity within an organization.
• Transformational Leadership is a “Superpower”:
  Beyond traditional management, transformational leadership, built on a foundation of strong principles, enables organizations to reach new heights. It’s about empowering teams and driving disruptive, positive change.
• Personal Branding Fuels Followership:
  In an increasingly interconnected world, a leader’s personal brand, rooted in integrity and a clear vision, is crucial for attracting and retaining talent. People today want to understand the “why” behind decisions and seek authentic collaboration.
• AI Augments, Not Replaces, Human Potential:
  Bruce strongly articulated that AI is a tool for enhanced efficiency and success, not a substitute for human resources. Its true value is unlocked when guided by strong human leadership and quality data.
• The Enduring Power of Communal Experience:
  Despite advancements in home entertainment, the unique, shared experience offered by attractions and live events remains irreplaceable. This inherent value presents a significant and ongoing opportunity for the industry’s growth.

5 Notable Quotes

• “AI is only as good as the human leadership, so you need to think about what components you give it, and it gets better every day if you give it information to enable it to succeed.”
  – Bruce Wren
• “[AI] is not a replacement for human resources, it’s an augmentation to enable human resources to be more successful.”
  – Bruce Wren
• “Nobody says ‘I want to be managed.’ Right? Never. You will never hear anyone ever aspire to be a managed person. We want to collaborate.”
  – Sondra Shannon
• “They want to have belief in the boss and they need to understand why, the ‘why’ is very important.”
  – Bruce Wren
• “[AI] is not something to be scared of, it’s something to learn about and make sure you stay up to speed with it so you can properly leverage it.”
  – Bruce Wren

ACE Independent Consulting Services’ Approach

Bruce Wren’s “The Bruce System to the Third Power” is a comprehensive leadership  framework. It builds on core principles—Branding, Resilience, Understanding,  Communication—then moves to transformative “E’s”: Execution, Engagement,  Empowerment. This system cultivates disruptors for lasting, principled change, shifting  from transactional to long-term transformation.

Bruce Wren’s Preferences and Technology

Fueled by his Regal Entertainment background, Bruce values the big screen experience.  He sees AI as a powerful human augmentation, emphasizing ethical application to  prevent talent displacement. He advocates continuous learning and adaptation, viewing AI  as immensely beneficial when properly leveraged.

Sondra’s Perspective on Leadership and AI

Sondra Shannon deeply resonated with Bruce’s insights, especially the “platinum rule”  and clear communication. She champions collaboration over traditional management and views AI as a significant efficiency enhancer for the attractions industry, particularly in ticketing and the buyer’s journey. Sondra also shared her personal experience with AI as an  invaluable assistant, aiding her leadership, notably in overcoming challenges like dyslexia.

Improving Guest Experience

The discussion highlighted how AI, when strategically implemented, can significantly enhance the guest experience by freeing up staff time for more meaningful human interactions. By automating aspects like ticketing and data analysis, attractions can empower their teams to focus on creating memorable moments and fostering stronger connections with visitors. 

Creating Memories and Guest-Centric Culture

Both Bruce and Sondra underscored that the attractions industry thrives on creating unique, communal experiences that cannot be replicated elsewhere. This emphasizes the importance of a guest-centric culture, where technology and principled leadership work in tandem to deliver unparalleled value and lasting memories. The ability to foster authentic connections and prioritize the human experience remains key to success. 

Gatemaster’s Guests’ Appreciation and Value

At Gatemaster, we deeply value the expertise and insights shared by our guests like Bruce  Wren. We believe that providing a platform for such visionary leaders enriches our community and equips industry professionals with the knowledge needed to thrive. These discussions are a testament to our commitment to fostering a brighter future for attractions worldwide. 

Connecting with the Speakers:

We hope you enjoyed this insightful recap! For more deep dives into AI, leadership, and  the attractions industry, be sure to connect with our speakers: