Emily O’Hara

Emily O’Hara, Senior Director of Guest Experience at the Detroit Zoological Society, shares her expertise on crafting unforgettable visitor experiences. She emphasizes the intentional design behind great guest interactions, from digital engagement to in-person visits. O’Hara discusses the importance of inclusivity, highlighting sensory-friendly initiatives at the zoo. The conversation also touches on innovative rebranding efforts and the impact of gathering visitor feedback to ensure long-term success in hospitality within cultural institutions.