With Stadium Facial Recognition, The Fan Experience is #1

Fans crowd into stadiums to enjoy their favorites – from music to theatre to sports. The venue is expected to provide a secure, positive experience. If not, the damage to the tour, the sports club or the venue can be undeniable. According to the 2017 J.D. Power Fan Experience survey, fans are looking for the venues and teams that will offer them the best fan experience for their dollar.

The study has identified 10 key performance indicators (KPIs) that drive fan loyalty and satisfaction. When stadiums and teams rank well and all 10 KPIs are met, spending is directly impacted, often increasing as much as 90%.

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Fans are asked to evaluate their experience based on:

  • Ticket purchase
  • Arriving and departing the stadium
  • Security and ushers
  • Game experience
  • Souvenirs and merchandise

Venues and teams want to give their fans a positive, memorable experience, exceptional customer service and security, even among thousands of other fans. Facial recognition could create a more effortless and exciting fan experience.

With facial recognition and a unified biometric key, a frictionless and personalized fan experience can increase loyalty and spending.

Unified Biometric Key Personalizes the Fan Experience

Retail is not the only market that seeks to build customer loyalty. Advanced recognition technology allows each individual to use their face as a unified biometric key to build a frictionless and personalized fan experience. A unified biometric key can help stadium staff provide better customer service through:

Cut Down on Line Times

Fans judge their stadium and team experience by the amount of time waiting in line at an arena. When an individual has to stand in line to enter the venue, purchase concessions or merchandise, they become frustrated while missing out on the event they came to see. With advanced recognition systems, a fan’s face is the unified biometric key to unlocking the door to a more positive experience.

Facial recognition creates frictionless event entry, reduces queues and allows fans to “pay with their face.” Intelligent customized displays can make suggestions in the concession or souvenir area dependent on previous fan activity. “Facial loyalty” through self-ordering kiosks can also make recommendations based on past food orders for faster decision-making. Guests can then pick up the item and pay for it, often without pulling out a wallet, in one quick encounter.

Watch: Benefits of Face-Based Loyalty Program in Restaurants

Get VIP Treatment

After loyal fans have been identified in the facial recognition system and created their own unified biometric key, stadium sales staff and ushers will be able to provide true VIP treatment. The season-ticket holder, for example, can be welcomed at the season ticket door, allowed entrance into VIP clubs, provided with birthday or anniversary greetings or otherwise treated with familiarity. Guest services will be able to quickly locate a dedicated fan who spends thousands of dollars at the venue and offer them a preferential personalized experience.

Fans can also include their family in the VIP experience. Paying by face, for example, can be extended to family members who wish to be included on the same credit card. With a unified biometric key, guest services can create differentiation in the fan experience.

See how Your Face Makes the Food Ordering Experience Easier

Build Loyalty with 5 Star Service… Even When the Team is Losing

Because the fan experience matters, the unique unified biometric key can be used to build fan loyalty— even when their favorite team is losing. Some stadiums are already experimenting with facial recognition as a unified biometric key, creating a positive, frictionless fan experience. Analytics captured by the advanced recognition technology allows the stadium to target marketing messages and raise alerts based upon previous encounters with the fan.

As an award-winning leading facial recognition provider for four consecutive years, NEC’s facial recognition technology has achieved the highest performance evaluation from the U.S. National Institute for Standards and Technology (NIST) by:

NEC’s NeoFace® Express is the industry standard for using facial recognition to transform any hospitality experience that involves large groups of people. Adding NEC’s Advanced Recognition Systems to the existing venue security system allows fans a #1 secure, positive and personalized experience.

For more information on NEC’s Advanced Recognition Systems, such as NeoFace® Express, click here.

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What’s “More Personal” Than Your Face?

Personalizing the Customer Experience with a Unified Biometric Key

The path to a frictionless, personalized customer experience begins with something unique and individual—your face. Using facial recognition technology, a single unified biometric key  enables a seamless experience as you move through an environment, whether it’s a sports stadium, entertainment facility, airport, hotel or casino. Facial recognition technology is the key that unlocks a contactless customer experience in a wide range of venues and situations. What could be more convenient or more secure?

Recent developments in facial recognition solutions are not only enhancing security in airports, stadiums or hospitality locations, but also making access to public spaces more convenient, effortless and personal for patrons. Today, consumers are enjoying the speed and security of unlocking their phones using facial recognition, without the bother of passcodes. These demonstrable user benefits have made face-driven technology more common and acceptable as a secure and time-saving part of our day.

Increasingly, consumers are looking for this same easy, contactless and convenient experience in other areas of their daily lives. Benefits of biometric technology are applicable to other situations that require secure access and easy transactions. Here are a just few ways NEC, a leading global provider of Advance Recognition Systems technology, is changing today’s customer experience through facial recognition.

Removing Bottlenecks at Large Events

A game day experience can be exciting and fun. However, you may have to navigate through a few long lines before you can get to your seat to cheer on your team. Sports arenas handle large crowds on a regular basis. In fact, in 2017, the NFL alone had more than 17 million spectators attend its regular season games, while the NBA averaged 17,830 visitors per game in 2017 and 2018. With large crowds, come inevitable “pinch points” as fans move through the venue. What if advanced facial recognition technology could eliminate some of those stress points and create a more pleasurable and hassle-free fan experience?

Everything from dropping your car off in a parking garage, entering the gate, purchasing concessions or swooping into a VIP suite is made easier by using a unified biometric key as a virtual parking pass, wallet and secure entry ticket. Guests no longer need to juggle parking permits, paper tickets, cash or credit cards. They don’t even have to remember where they stored their electronic tickets or try to recall app passcodes or loyalty numbers. Best of all, no more waiting in long, annoying lines. Let’s be honest, who wants to wait 20 minutes just to buy a water at the concessions?

Personalizing the Customer Experience Yields Positive Results

From the point of view of a sports venue, hotel or theme park, facial recognition solutions enhance the customer experience and can have a positive impact on the bottom line as well. Some examples include:

  • Providing concierge alerts when a VIP enters a facility
  • Enhancing guest services protocols
  • Providing crowd density estimates to allocate staff more efficiently
  • Offering opportunities for personalized sales and services on site

A single unified biometric key triggers concierge alerts when a VIP enters a hotel or casino, prompting enhanced guest services and special offers to the valued patron. Front-desk staff can greet returning loyalty guests by name, further personalizing the check-in experience.

Stadium VIP patrons enter suites seamlessly using facial recognition. Enhanced services are delivered in a more personalized way. Theme parks quickly admit season pass patrons through the gates using facial recognition, with the ability to provide special offers and services geared to loyal guests. Often the technology can be integrated with and deployed using existing venue systems, making the installation an even easier, more cost effective situation.

Since customers’ purchasing during an event is faster using a single unified biometric key, this increases the number of transactions that can be processed in the finite duration of an event. Not having to bother with cash or credit cards speeds up purchases and enables staff to serve more customers more quickly.

Facial recognition technology also captures crowd estimates at venue entrances, concession areas, hotel lobbies or retail areas so additional staff can be deployed immediately where they are most needed.

On-site offers can enhance the customer experience. Facility managers don’t really know who is attending a sporting event or musical performance. They know who bought a ticket, but not much information about the purchaser. Facial recognition provides real-time demographic data about attendees or guests to enable a venue to further shape the customer experience with on-the-spot offers and services.

For instance, if a stadium has facial recognition data that shows it has a large percentage of young men ages 21-29 in attendance for an event, it can prepare by stocking more beer at the concession stands, or change the advertising on retail shop displays to appeal to this demographic, or even alter music choices in the common areas.

Marketing partners and sponsors are able to curate offers in real time to appeal to a certain type of guest—enhancing the customer experience and positively affecting brand recognition and potential sales as well.

Transforming Transportation Processes

Stadiums, theme parks and hotels are not the only facilities being transformed into more efficient and secure places. The transportation industry is also seeing new uses for NEC’s facial recognition technology, considered to be the world’s best in search speed and accuracy according to the National Institute of Standards and Technology (NIST).Transportation should be about getting to your destination quickly and with as few problems as possible.

Today’s airports are busier, more congested and more stressful than ever. According to the Bureau of Transportation Statistics, more than 821 million passengers boarded U.S. airline flights in 2016—and with the demand for air travel expected to double over the next 20 years, this will certainly make for some very crowded airports.

Free eBook on Facial Recognition Systems for Aviation and Airports

In the United States, facial recognition technology is being tested to permit passengers to board flights quickly, and also for fast access to airline lounges. Since the Customs and Border Protection (CBP) agency started testing NEC’s NeoFace® Express facial recognition solution in U.S. airports in 2016, it has registered a success rate of close to 99%. Other airport-related potential uses of a single unified biometric key include:  passenger check-in counters, bag drops, in-airport entertainment, boarding, retail and monitoring baggage claim areas.

The cruise ship industry is finding that a single unified biometric key can be used for everything from terminal queue management and effortless check-in to frictionless embarkation and debarkation, and for seamless payments and onboard purchasing.

Enhancing Security Through Technology

Security concerns have invaded almost all aspects of our lives in recent years—from travel to entertainment and sporting venues to retail spaces. Unfortunately, when people gather in public places, there is automatically the awareness of an increased threat, forcing security concerns to be uppermost in our minds.

Our reality is the tension between the heightened focus on keeping public places safe while not having a negative effect on the actual customer experience. The ability to create an excellent customer experience requires balancing both efficiency and security.  Authorities responsible for the safety of public places are extremely concerned, and debates over how best to address security concerns are ongoing. At the same time, increased usage of facial recognition in consumer products is making the technology more acceptable as consumers recognize the convenience it provides: frictionless, personalized and secure experiences.

Facial Recognition from NEC

Solutions that combine surveillance cameras with facial recognition software can elevate the level of public security in airports, stadiums and other public places. Also, enterprises can ensure only authorized personnel have access to their facilities, while retailers and sports and entertainment venues can secure their facilities and protect their customers.

 

Changing the ‘Face’ of the Customer Experience

Deploying a single unified biometric key based on facial recognition technology helps deliver a superior guest experience. Our unique face is rapidly becoming the universal key to replacing our usernames, passwords, paper tickets, parking permits, payment options and even more.

Whether at a stadium or a major transportation facility, NEC’s Advanced Recognition Systems solutions are at the forefront of reinventing the customer journey by melding the optimal combination of convenience and security.

Learn why NEC is a leading facial recognition provider, and find out more about our biometric solutions by visiting https://www.necam.com/AdvancedRecognitionSystems/

NEC Corporation of America

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The Power of Identity

Facial recognition technology has matured rapidly and provides game-changing solutions to today’s identification challenges. To learn more, fill out the form to download the white paper.

 



Healthcare: Seeking Better Tools to Improve Safety and Security

Providing a safe and secure environment for patients, staff and visitors is top of mind for healthcare facilities. This commitment extends beyond physical safety and includes the information that they manage and safeguard. As healthcare organizations move more of their information and business operations to the cloud, cyber threats and unauthorized access become important security concerns. Patients, too, are concerned about their health information. Who has access to my sensitive data? Can I easily access it when I need to, without compromising security?

Recent studies show that increased threats of cyberattacks have an adverse effect on business transformation, slowing innovation, increasing potential fraud and affecting the cost of doing business. A comprehensive approach of seamlessly integrating solutions to address IT, communications and collaboration, identity and access control will help healthcare organizations improve the safety, efficiency and reliability of their operations and service delivery.

Deploy Facial Recognition for Safety and Security

The healthcare industry is increasingly turning to biometric solutions to help combat not only fraud, but also medical identity theft. Research predicts that the healthcare biometrics market could reach $2.8 billion by 2021, with North America seeing the largest increase among regions. Fueling this growth are HIPAA and other regulations affecting the handling of healthcare data.

Facial recognition can be used to ensure that only authorized healthcare staff get access to critical patient data, particularly when used as part of multi-factor identification. Facial recognition combined with either a passcode or key card helps make ID more secure. Administrative staff can more quickly process admissions and discharges by using biometrics for patient identity. Healthcare providers are able to access the right patient information when they need it.

For patients, facial recognition gives them access their personal health information, reducing the chance for identity theft of healthcare records. Another application of facial recognition or other biometrics method (finger or palm prints, vascular palm/vein pattern, etc.) is patient identity within a healthcare facility. Secure identification improves safety and security, helps prevent errors and lets staff quickly identify allergies or pre-existing conditions in patients’ records in case of emergency.

Efficient Communications Improves Responsiveness

Things move fast in a healthcare facility — especially during times of emergency. Healthcare officials need a contingency plan to ensure the ongoing safety of patients, staff and visitors during a threat situation. Emergency notification solutions quickly communicate the source and severity of a developing situation and ensure an adequate response by both hospital staff and public safety officials.

Hospitals and other healthcare facilities also experience day-to-day health emergencies, which require responsive communications as well. Mobile communications systems provide for anywhere, anytime communications, which could save precious minutes. Nurse Call and messaging solutions help alleviate alarm fatigue by making sure the right messages get routed to the right staff members

Infrastructure Key Component to Secure Data Access

Privacy and protection of patient information is central to reputable healthcare organizations. The data must be secure, but easily accessible when needed. Comprehensive data management and storage solutions provide protection along with secure accessibility of patient data and information.

Cloud infrastructure offers a reliable solution needed to support information-intensive workflows within a healthcare facility. A secure and resilient infrastructure is a suitable option for highly connected healthcare facilities and the dynamic caseloads they manage on a daily basis. A high availability infrastructure from NEC delivers a multi-tiered resilient environment that recovers quickly in times of disaster, by using Five 9s Fault Tolerant servers, disaster recovery software and SAN and Scale-out Grid Storage options.

Peace of Mind for Patients and Healthcare Organizations

Technology solutions can go a long way toward providing a sense of security and safety for patients and healthcare organizations. The right integrated solution that includes IT, unified communications and collaboration and biometrics can:

  • Increase security of sensitive patient data by controlling access and preventing fraud and ID theft
  • Provide greater levels of patient satisfaction by reducing wait times and helping ensure more efficient and error-free information management
  • Improve physical safety for healthcare personnel and patients alike, especially during emergencies

Check out NEC’s smart comprehensive healthcare solutions.

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Personalizing the Customer Experience at Sea with Advanced Recognition Systems

According to the Cruise Lines International Association 2018 Cruise Industry Outlook (CLIA), 27.2 million passengers are expected to cruise with 27 new ocean, river and specialty ships to launch this year. 2018 is also the year that CLIA predicts a rise in traveler-friendly technology to enhance their customers’ travel experiences.

The question on the minds of progressive cruise line market leaders is how to securely process increasingly larger numbers of passengers while adding more customer ease into the cruise experience. Many in the cruise line industry are considering the use of biometrics technology.

How a Single Unified Biometric Key Creates Seamless Experiences

Biometric Key

Passwords, loyalty cards and other forms of ID are used in every encounter, from shopping at the grocery store to listening to your favorite playlist to boarding a cruise ship. Enterprise leaders are recognizing the amount of information consumers have to carry, either physically or mentally, in order to access personalized experiences. Allen Ganz, Director of Advanced Recognition Solutions at NEC America offers a different take: “Your face is a unified key.”

NEC’s facial recognition solutions, ranked #1 after performance testing by the U.S. National Institute of Standards and Technology (NIST), identify individual faces of people as they move in real time, without stopping to look at a camera. This technology allows each individual to use their face as a unified biometric key, in many different situations, to create seamless and personalized experiences.

Specific to the cruise line industry, early adopters have found that a unified biometric key can be used for:

  • Biometric Passenger Manifest
  • Cruise Terminal Queue Management
  • Effortless Check-In and Bag Check
  • Frictionless Expedited Embarkation and Debarkation
  • Intelligent Customized Displays
  • Seamless Payment
  • Access Control
  • Data and Video Analytics
  • Command and Control

Cruise Terminal Queues and Check In

Embarkation day can be hectic for the traveler who is ready to get away from it all. The lines to board the ship can be excruciatingly long unless the traveling couple or family has purchased priority embarkation through the cruise line loyalty program. However, this process does not need to be time consuming. With the use of a unified biometric key, the queue to board the ship–even for those travelers who are not VIPs, can be more efficient.

Since the Customs check-in typically slows the process of boarding the ship, travelers can speed this up by self-enrolling in the ship’s system using facial recognition; they simply take a quick selfie using their smartphone, and opt in. Now, with a simple scan of their face, they have created a unique and unified biometric key to also use aboard the ship. Rapid access authentication quickly matches the traveler to the ship’s guest list, enabling the guests to come aboard faster. Onboard, baggage can also be matched to the traveler’s profile using only their face, so they can quickly access their luggage upon arrival or departure.

VIP Treatment

Once passengers have enrolled themselves and created their own unified biometric key, they can now use their face to unlock personalized VIP experiences tailored to their interests and manifest. Using intelligent customized displays, guests will be able to walk up and see their personalized itinerary and other entertainment options. Facial recognition technology can also open guest room doors, and purchase items on the ship through facial payment, creating a simple and frictionless experience. With a system that automatically matches each guest to their individual preferences, all travelers feel welcomed and recognized on a personal level.

Implementing facial recognition can also benefit cruise lines by prompting their staff to enthusiastically welcome loyalty guests and to personalize birthday, anniversary and other special occasion greetings.

Disney and Carnival ships are currently using biometrics to sell their passenger’s vacation photos taken during the cruise. Instead of presenting guests with a card or having, them review the photos on a wall, the system sorts through the photos by matching them to their face, and presents them on a personalized display or through a mobile app.

Read also: The Security Solution is Staring Us in the Face

Frictionless Embarkation and Debarkation

Cruise ships have 2,000 to 4,000 passengers and over 1,000 employees on board, which means embarkation and debarkation at ports may take hours to complete. With the use of an individual’s unified biometric key, passengers and employees are recognized for that particular cruise, which reduces passenger-processing by 40% or more, adding efficiency to the port embarkation and debarkation experience.

The process is simple. When passengers or employees disembark from the ship, their face is scanned using facial recognition, and is matched to the image from the initial enrollment process. Without the need to stop, travelers can exit and re-enter the ship in record time, giving them more time at their port of call. In fact, Hartsfield-Jackson in Atlanta, Georgia is already relying on facial recognition technology and Washington, D.C.’s Dulles International Airport is also participating in biometric testing with NEC’s NeoFace® Express both with much success.

Improving Safety and Security

Because a unified biometric key is unique to each individual, it can be used to improve the safety and security for everyone on board, ensuring only those persons who should be on the ship are on the ship. Facial recognition can also be used for access control, to allow cruise staff to secure employee-only areas with a scan of their face. Cruise line security can track guests, color-code traveling families, and easily create different settings for particular travelers or families.

NEC: The Leading Facial Recognition Provider

Early adopters in the cruise line industry have already begun using facial recognition to create a positive, effortless experience for their guests. NEC offers the most advanced identification matching technology today. For ten consecutive years, NEC’s facial recognition technology has been awarded first place from the U.S. National Institute for Standards and Technology (NIST). Some of the standards met during the testing included:

  • Recognizing one individual at a time, as they walked through a crowded area without stopping
  • Detecting suspicious individuals at an indoor stadium
  • Accuracy and speed of matching to photos already in a database

NEC’s NeoFace® Express uses facial recognition to transform the travel experience–or any hospitality experience that involves large groups of people. The system interfaces with on-board video systems for easy integration. Adding facial recognition and other biometric technology allows cruise lines to offer a first-class journey with security, frictionless access, and to give passengers a personalized experience using a simple, unified biometric key.

Ready to learn more? Fill out the form below for a simple consultation with one of our biometric subject matter experts or visit us online to for more information on our biometric solutions.

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Digital Healthcare Starts with a Better ‘Customer Experience’ for Patients

As a consumer, your customer exprience often drives your purchasing decisions. This edict holds true whether you’re having dinner at a restaurant, upgrading to a new smartphone or buying a new pair of running shoes.

Why should the consumption of heathcare services be any different? Unlike many purchases, healthcare customers usually have less mobility in how and where they receive healthcare services. It’s relatively easy to go to a new restaurant if you encounter bad service or to switch retailers when you have a negative experience. It’s not so simple to change insurance carriers or go to a different healthcare facility. The delivery of patient care is made even more complex when considering regulations, compliance and privacy issues. That’s why improving the healthcare “customer experience” has become so important.

Making the patient experience better and enabling healthcare staff to be more efficient falls to the healthcare provider. Fortunately, providers have a myriad of technology options that can help them improve service delivery.

Enable Better Calling Experiences

Digital transformation creates environments to help patients make more informed decisions about their healthcare. One of consumers’ biggest complaints is the inability to easly communicate with their healthcare providers—the phone line is always busy or it rings and rings before someone finally picks up the call. As if being sick weren’t bad enough!

A communications solution designed to rapidly and efficiently handle large call volumes is an ideal option for healthcare providers. A more efficient call system enables more individualized interactions between patients and caregivers and reduces wait times. Contact center and attendant solutions provide the ability to direct calls based on rules that route calls to personnel who have the skills and training to respond to certain inquiries. Calls from patients with similar questions also can often be handled through automated systems, further reducing wait times.

The Ability to Deliver Personalized Treatment…Remotely

Sometimes it’s not possible or convenient for a patient and a caregiver to be in the same place at the same time. Long-distance services such as telediagnosis, telemonitoring, self-monitoring or e-prescriptions use technology to extend the reach of heathcare providers. Video conferencing solutions expand facility services to offsite and remote locations so that dispersed team members are able to connect and consult more seamlessly. Video conferencing can*:

  • Promote knowledge sharing in real time
  • Reduce travel costs
  • Enable faster decision making
  • Build value-based service models
  • Increase care collaboration

*Before video conferencing is used in a healthcare setting, check HIPAA compliance requirements to avoid potential violations.

Further, a unified messaging solution enables healthcare facilities to better manage the flurry of alerts, texts, messages, calls and notifications being sent out. Unified messaging ensures that the right information and alerts are sent to assigned personnel, reducing alarm fatigue and enabling focused care delivery to patients without unnessary distractions.

Helping Caregivers be More Responsive and Collaborative

Being responsive to patient needs is one of the critical aspects of a caregiver’s daily routine. A comprehensive healthcare-focused unified communications and collaboration solution such as NEC’s Nurse Call system brings together voice and messaging to enable anytime, anywhere availability that puts patients first.
Being mobile ensures that healthcare staff can commuicate easily with colleagues and patients within the demanding environment of a healthcare facility. With mobile handsets and software-based clients, caregivers stay connected so that they can share information or request assistance immediately. A seamlessly integrated healthcare environment helps ensure better interactions with patients and improves delivery of attentive care where and when it’s needed most.

A Reliable Infrastructure to Back Up UC&C Capabilities

Since they often deliver critical life-saving and emergency services, healthcare facilities cannot tolerate service outages. By deploying a high-availability infrastructure, healthcare providers have a strong operational foundation to prevent potential service disruptions. Comprehensive protection of critical applications along with communications and collaboration give providers peace of mind as they provide ongoing patient care. A multi-tiered environment that recovers quickly should disasters occur provides added reassurance for healthcare providers. A high-availability solution supports a healthcare facility’s mission-critical capabilities and provides backup and recovery as necessary.

Consumerism will Continue to Drive Healthcare Delivery

As it has in many of industries, rising consumer awareness continues to have a profound effect on healthcare delivery. Using technology to improve service—from setting up an appointment to enabling staff communication to video diagnosis—will go a long way toward improving the patient experience, ultimately resulting in better patient outcomes.

Learn more about NEC’s smart healthcare solutions.

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