Cover Feature
DOUG EMSLIE
HUGH JONES
for the past eighteen months or so.
It’s vital for us that whatever we
develop is a natural extension to
our existing portfolio and delivers
real added value to our customers
as opposed to just plugging a gap in
a budget. Above and beyond all this
though we remain laser-focussed
on business continuity; maintaining
relationships with our suppliers,
bolstering our face-to-face event
readiness and staying in touch with our
customers; it’s imperative that we retain
the loyalty and trust that we have built
up. Lisa Hannant, Group MD, Clarion
Events
It has certainly been a huge challenge
for not only Clarion but for the whole
of our industry. Whilst we could see
there was a threat on the horizon at the
beginning of the year, no one could have
predicted how rapidly our environment
has changed. So, we have had to adapt
and do so very quickly, and we have
learnt that we are able to be agile,
proactive and respond to customer
needs in so many different ways.
It is very much work in progress
and at times a little trial and error,
but there have been some fantastic
examples throughout the group of
digital engagement, which I believe will
not only add value now but will form a
key part of the way we will operate in
future.
It’s forced us to challenge our
thinking, our relationships and
understanding of our customers, and
our ways of operating in every way. In
many instances we have gone right back
to basics, focusing on core principles
of what outcomes we are trying to
deliver for customers. Our shows offer
20 — May
LISA HANNANT
business opportunity, inspiration and
access to customer networks. That need
hasn’t just disappeared, but we have
had to reimagine how we deliver that
by driving digital content, connections
and community interactions whilst
supporting the comeback to live events
whenever that may be.
There is no doubt that things will
be different when we get to the other
side. Customers will, I believe, be more
selective and demand more value.
Operationally we will need to be very
conscious of new health, safety and
behavioural norms.
The only certainty is that the events
industry, along with every other
industry, will emerge from this changed
in a number of ways. On a practical
level, now that we have seen that the
unthinkable can and has happened,
this will shape business planning going
forward with more attention paid to
insurance, government support and
joint industry responses. In addition,
given the supply chain disruption that
has taken place it is to be expected that
some may return in a different format,
if at all. I also believe we are likely to
see some consolidation and increased
M&A activity within the events industry
itself.
I firmly believe that events and
tradeshows – be they face-to-face,
virtual or a hybrid of both – will be
vital in rebuilding order pipelines,
winning business and re-establishing
relationships.
Hugh Jones, CEO, Reed
Exhibitions
The pace of change has been one of the
defining characteristics of this crisis.
It’s a great time to experiment. This is a
time to be creative.
Technology matters. Great technology
matters even more. We have the
advantage that we can leverage off
technological investment made in other
areas of RELX which we are encouraged
to build upon. We rarely need to build
from scratch. Our staff around the
world have responded magnificently to
working remotely and using technology
to remain connected to each other and
our customers.
Continue to deliver customer value
now. Whether that’s ensuring we deliver
fantastic events later this year when we
are able or whether it’s finding other
innovative new ways to deliver value
when the event has been postponed. It’s
key to support our customers and the
industries we serve in a way that works
for the situation we find ourselves in
today. For every exhibitor that wants
an event postponed, there is another
begging for a way to be included. The
events we produce are material to the
commercial outcomes of thousands of
SMEs.
We also have not slowed our
investments with an eye toward the
future. We have continued to invest in
technologically enabled services that
we will unveil when we return to a more
traditional model, but new and powerful
means of increasing efficiency and ROI
for our exhibitors and attendees.
Exhibitions is a tough place to be
right now – no question, but within that
sector Reed Exhibitions is the best place
to be in the industry.
Our industry and Reed Exhibitions in
particular, is uniquely positioned to help
reignite the economy. The exhibitions
industry is vital to tens of thousands of
marketplace transactions. Face to face
interactions that occur at an exhibition
are incredibly efficient because of the
naturally targeted audience and the
number of interactions that are possible
at an event. To the extent we as an
industry can further improve the depth
of the relationship between exhibitor
and attendee (and exhibitor and