Travelling from here:
Looking at every touch point an audience member has (from social media, buying a ticket, to arriving at the hall and leaving), classical music presenters are becoming aware that the audience experience is just as important as artistic quality and excellence.
and arriving here:
Organizations are shifting their attention to audience members’ experience, asking, “How can we improve or enhance audience experience to provide a deeper interaction with or perspective on the art?” This question is difficult to answer because an organization must examine touch points with the patron in every department: ticketing, marketing, education, fundraising, concert production, etc. In large organizations where departments are separate from one another, tackling audience experience requires a holistic perspective.