#TBF25 Q&A: Preparing for the unpredictability of the AI revolution

Queue-It has established itself as invaluable in the ticketing industry through its virtual waiting room technology.

It benefits both businesses and customers by reducing site crashes, errors, and bots but what threats does it face to uphold its high standards?

We spoke to Queue-It CEO Jesper Essendrop prior to TheTicketingBusiness Forum 2025, which begins in Manchester on April 28, to find out more, including the potential highs and lows of AI.

What is the most exciting development for you this year in the industry?

Jesper Essendrop: “It’s just great to see the ticketing industry on fire and thriving.

“It’s been amazing to see the surge in demand for live events and the millions of people filling up theatres, stadiums, and festivals around the world. I’m excited to see how this energy translates to new ticketing innovations and better experiences for fans.”

What are you showcasing this year at TheTicketingBusiness Forum?

JE: “We’re excited to bring some new initiatives in the bot mitigation space to The Ticketing Business Forum this year.

“In conversations with our customers and throughout the industry, one topic remains front of mind, namely evolving tactics and strategies to block bad bots. We’re eager to share and discuss our new bot mitigation tools with ticketers.

“We’ve also been working on a feature that enables Queue-it customers to add bespoke quizzes to their waiting rooms, to engage fans and collect valuable first-party data.

“We’re looking forward to showcasing these platform innovations and discussing their value-add application for ticketing.”

What are you hoping to gain from this year’s TheTicketingBusinessForum?

JE: “The sessions are always a great opportunity to get insights into trends in the industry and get inspired for our work with ticketing orgs.

“But for me the best part is connecting face-to-face with customers, hearing their on-the-ground experiences, and better understanding how we can support them and grow their business.”

What are your expectations for 2025?

JE: “We’ve seen a huge resurgence in the appetite for live events.

“Seven of the top ten highest grossing tours of all time have taken place over the past three years. I don’t see this trend slowing down any time soon, so I’m expecting more massive tours and onsales in 2025.

“I’m also expecting AI to make its mark on ticketing this year—in both positive and negative ways.

“My hope is that we’ll see AI support predictive analytics, better recommendation engines, and stronger software solutions for ticketing orgs.

“But I’m also concerned about AI enabling more bad actors to build and deploy ticket bots, solve bot challenges, and run automated attacks. We are committed to supporting our customers on this journey to ensure fairness and putting tickets in the hands of true fans in 2025 and beyond.”

Explore the future of ticketing with Jesper Essendrop and hundreds of other industry leaders at #TBF25 at Emirates Old Trafford, Manchester, from April 28-30. BOOK TODAY.