#TAS24 Guest Preview: Making customers ‘enjoy the wait’ with Queue-it
In today’s fast-evolving digital landscape, businesses across the globe are faced with the challenge of building trust amidst growing complexity. In this TheTicketingBusiness ASIA #TAS24 Guest Preview, we catch up with Jesper Essendrop, CEO, Queue-it discusses where the rise of AI and sophisticated customer journeys intersect with the need for fair, transparent, and reliable online experiences.
TheTicketingBusiness ASIA: What are the key current challenges and opportunities in your marketplace?
Jesper Essendrop: We operate in the global internet industry, supporting over 500 ticketing providers, major e-commerce brands, financial institutions, and government entities.
The trend is clear—digitalisation and internet traffic are growing exponentially. Customer journeys are becoming more sophisticated, and the rise of AI is accelerating this transformation.
Trust is the foundation of any online interaction. For a customer to feel comfortable buying from your online store, using your service, or receiving content from you requires trust. However, the reality is that the digital noise is getting louder, and it is becoming increasingly more work for consumers to know who to trust.
Our key challenge and opportunity is helping customers ensure a fair, transparent, and reliable digital journey. That’s why our mission is “Powering Online Trust.”
It’s a big promise, and while we can’t solve it alone, we are committed to helping our clients build trust with their audiences. We believe this challenge will be crucial across all industries in the future.
Personally, I find it motivating to contribute to making online experiences—whether buying tickets, shopping, or accessing public services—better and stress-free for real people around the world.
TAS: What are the most interesting trends you are witnessing in your sector?
JE: The fan experience begins when they buy the ticket online. We’re seeing a strong focus from the industry on making the end-to-end process smoother, more personalised, and aligned with the brand of the venue, artist, or ticket provider.
With the pandemic behind us, the entertainment industry is booming like never before, and events of all scales are taking place globally. This also means the fight against bad actors, like bot farms, is tougher than ever.
This is our sweet spot—ensuring successful on-sales that put tickets in the hands of true fans while providing a fair, transparent, reliable, and personalized digital journey.
We strongly support the shift from merely fighting bots to inviting real humans and rewarding loyal fans. Our platform enables customers to offer customer-centric experiences, such as offering tickets with better accessibility to elderly or disabled fans. And this is just one example of many.
TAS: What’s on the roadmap for you over the next six to 12 months?
JE: We remain laser-focused on being the market leader in peak protection. With over 1,000 customers and 25 billion yearly visitors, scalability and reliability are central to our DNA.
This demands constant innovation to stay ahead as technology evolves, compliance requirements grow, and bad actors become increasingly creative. We have several R&D initiatives in progress, aiming to turn traffic peaks into business opportunities. We’re gradually introducing new features to help our customers engage with end users during wait times.
We believe the customer experience should be fair, transparent, reliable, but also personal and engaging—what we call “Enjoy the Wait!”
Think about it – for brands, our waiting room is an incredibly valuable touchpoint with the customer, where thousands of eager fans pass. We’re excited to drive turning this into a business opportunity.
TAS: What are you looking forward to at #TAS24?
JE: I’m especially looking forward to connecting with all the passionate people who are driving the ticketing industry forward. At the end of the day, it’s all about people and relationships, and I’m so excited to share insights on trends and new innovative ideas.
And, of course, I’m also eager to experience the brand-new, stunning Kai Tak Sports Park venue!
Join Jesper and guests from across the region at #TAS24 as we explore what’s happening across sales, marketing and engagement tech for arts, culture, sports, live music, theme parks and visitor attractions throughout the APAC entertainment market.
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