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North American Galaxy User Group Meeting 2019

Updated: August 20, 2019 | User Group Meetings | Share on LinkedIn


Jarrid Vaughn, Sr. Manager of Visitor Experience & Fun at the Cincinnati Zoo & Botanical Garden, would like to personally invite you to this year’s Galaxy User Group Meeting in Cincinnati. It’s going to be an education-packed and entertaining week of sessions and socializing with a special visit to the zoo on Tuesday. See what Jarrid has to say below:

This year’s North American Galaxy User Group Meeting will be held in vibrant Cincinnati. This historic city on the banks of the Ohio River offers great neighborhoods, iconic food, spectacular craft beer, a trendy revitalized waterfront and a welcoming basecamp for our 2019 UGM.

Our largest event of the year is your opportunity to connect with 160+ other Galaxy users, over 15 vendor partners and the Gateway employees you work with regularly. Learn Galaxy best practices from user-led presentations, find out what’s new and refine your knowledge in our learning lab.

We listened: This year we’re holding the event almost two months later than usual, after many attractions’ busy seasons, to maximize the number of Galaxy users that can attend.

GENEROUSLY HOSTED BY: Cincinnati Zoo & Botanical Garden
Sessions will be held at Hilton Cincinnati Netherland Plaza.

Sunday, September 29 | 6:0
0 – 9:00 p.m. | Hilton Continental Ballroom
Join us the night prior to the event to kick-off our 2019 User Group Meeting with classic Cincinnati fare among old friends and new connections. Most of you will be flying in that day, so we switched our Welcome Reception to a relaxing evening at the hotel in preparation for a full slate of sessions and evening events during the week.

Monday – Friday, September 30 – October 4 | Starts at 9:00 a.m. each day

Tuesday, October 1 | 2:00
 – 8:30 p.m. | Cincinnati Zoo & Botanical Garden
We’re ending our sessions early on Tuesday and heading to the Cincinnati Zoo for a structured self-guided tour of the innovative ways they are leveraging the Galaxy software. Then, enjoy an evening at the Africa Overlook Deck with dinner and drinks and special animal visits including a 30 minute visit from the cheetahs.

Wednesday, October 2 | 6:00 – 9:00 p.m. | Rhinegeist Brewery
Sip a flight of local beer with a buffet and take a half hour tour at this well-known microbrewery in the city’s trendy Over-the-Rhine brewery district.



September 29 – October 4  |  Welcome Reception, Main Sessions, Tuesday and Wednesday Social Events
Regular pricing: $1,545
Daily registration options also available

IMPORTANT NOTES: If you have a complimentary UGM registration through your Premier Support Tier, please choose your number of registrations in Step 1. Then select the Invoice/Tier Registration option at checkout, and note “Tier” in the space provided.

If you’re registering for multiple attendees, fill out your details at checkout and click ‘Continue’. You can then fill out each next attendee similarly.



*Attendance at Galaxy User Group Meetings are by invitation only. Gateway reserves the right to deny registration to anyone who has not been expressly invited. If you are a user, prospective user or partner of Gateway products and have not received an invitation, please contact Gateway for assistance.


The 2019 North America User Group Meeting agenda is posted! Note: This is a working agenda with presentation times and specific details being increasingly finalized as we get closer to the event. However, these are the topics we will delve into in Cincinnati. We’ve added a few new features this year as well: like video introductions to key new features in Galaxy, additional breakout sessions in the afternoons to address more of the job roles that use Galaxy, and a tour of Galaxy at our host site, the Cincinnati Zoo.

Peruse the agenda and find the topics that most interest you and apply to your role, then head to our registration page and purchase your registration.

Sunday, September 29
Welcome Reception in the Hilton Continental Ballroom
6:00 – 9:00 P.M. | 35 W 5th Street, Cincinnati, Ohio 45202


Monday, September 30  |  MEASURE YOUR SUCCESS
What information should you be measuring, what tools should you use, and how can you interpret what you gather?

Morning Sessions  ›  8:00 A.M. – 12:00 P.M.
First Time Attendee Breakfast and Toast
Welcome, New Customer Video & Introductions
The Week Ahead!
Measuring Success – Customer Spotlight
Pricing and the Guest Experience
The Dynamics of Admission and Special Event Pricing

Lunch / Flex Sessions  ›  12:00 – 1:30 P.M.
Valuing the Guest Experience – Sponsored by Digonex
SQL Tips for Analyzing Transactions
Training: Using Price Schedules to Maximize Your Revenue

Afternoon Sessions  ›  1:30 – 2:45 P.M.
Tools for Success – Preparing for an Expansion at your Attraction
Measuring your Most Loyal Customers
Business Intelligence – Measuring Galaxy Data Alongside other Systems
How Galaxy Certification Made Me and My Site Better

Breakout Sessions  ›  3:15 – 5:00 P.M.
Sales Discussion: Connect Partnerships and the Reseller Webstore
Reporting and Finance Discussion: New Accounting Rules and their Impact on Deferred Revenue and Returns
T – Time! (Tips, Tricks and Training): Multipark, Ticket Printing Hacks, QR and 2D Barcodes, Barcodes in Emails


Tuesday, October 1  |  DELIVER YOUR EXPERIENCE
How can you deliver exceptional customer service to your guests with engaging experiences?

Morning Sessions  › 8:00 A.M. – 12:00 P.M.
Tech Time – New Hardware!
Experience the Galaxy Suite
Kiosks Around the World
Ticket Reprinting and Photo Capture
Intro to the annual release of Galaxy
Celebrating the 50th Anniversary of Apollo 11 at Space Center Houston

Lunch  ›  12:00 – 1:00 P.M.

Cincinnati Zoo Tour of Galaxy
1:00 – 5:00 P.M.  |  3400 Vine St., Cincinnati, OH 45220

Evening Social Event at Cincinnati Zoo & Botanical Garden
5:30 – 8:30 P.M. | 3400 Vine St., Cincinnati, OH 45220


Wednesday, October 2  |  SIMPLIFY YOUR OPERATION
How do you take all your system practices and find efficiencies and implement best practices? How do you take all your data and distill it into actionable takeaways that make your operation more efficient and easier to navigate for guests and team members?

Morning Sessions  ›  8:00 A.M. – 12:00 P.M.
Tech Time – Hands on with the Galaxy Kiosk
Simplify Stored Value
Engage your Staff – Simplify your Systems
Galaxy Connect: Best Practices for Building and Simplifying your Distribution Channel
Quick and Simple Order Entry Bookings
Pass Processing Made Simple
Simplify Special Events – Deep Linking and Anchors

Lunch / Flex Sessions  ›  12:00 – 1:30 P.M.
Galaxy Connect: Show Me the Money! – Sponsored by Groupon
Training: Simplifying your Group Sales Offerings

Afternoon Sessions  ›  1:30 – 2:45 P.M.
Simplifying Employee Benefits and Comp Ticket Requests
Simplify Retail Discounts with Sales Programs
Streamlining Online Sales for Capacity Managed Events
Special Pricing for Local Guests Made Easy

Breakout Sessions  ›  3:15 – 5:00 P.M.
Groups Discussion: Order Entry Best Practices, Outreach, Reporting with Attributes, and Leveraging the Planner
Membership/Pass Discussion
T – Time! (Tips, Tricks and Training) – Simplify Event Creation, Managing your Galaxy PLUs and Breaking the Trifecta

Evening Social Event at Rhinegeist Brewery
6:00 – 9:00 P.M. | 1910 Elm St., Cincinnati, OH 45202


Thursday, October 3  |  EDUCATE YOUR AUDIENCE
How can you best communicate and implement change with your team members and guests to create positive momentum?

Morning Sessions  › 8:00 A.M. – 12:00 P.M.
Tech Time – Photos at Access Control
How to Make the Most Out of Your Investment in Galaxy
How to Successfully Train Hundreds of Employees
Galaxy Product Learnings
What’s New in Support
Capacity Management – Why You Should (or Shouldn’t)
What’s New in Connect

Lunch / Flex Sessions  ›  12:00 – 1:30 P.M.
Credit Card Processing 101 – Sponsored by Chase
Connect Roadmap Feedback
Training: Implementing Capacity Management

Afternoon Sessions  ›  1:30 – 2:45 P.M.
Extending your Opening Hours, Trends and Finding New Ways to Utilize your Existing Attraction with a New Market
Hitting the Refresh Button (Panel)

Breakout Sessions  ›  3:15 – 5:00 P.M.
Marketing Discussion: GDPR and Galaxy Tools for Anonymizing Data
Non-Profit Discussion: Donations, New Technologies, Roundups, Joint Memberships, Gifting
Galaxy Certification Kickoff


Friday, October 4  |  LEAD YOUR INDUSTRY
How do you stay on the cutting edge of technology and engagement trends and implement those at your attraction?

Morning Sessions  › 8:00 A.M. – 12:00 P.M.
Tech Time – RFID and Wristband Printing
Keynote Speaker Presentation
Annual Pass Reservations
Ticket Entitlements
Leveraging Loqate
Microsoft Power Apps – Using Forms and Surveys with MS Flow to Create Orders in Galaxy
Additional Galaxy Features

Lunch/Afternoon Sessions  › 12:00 – 3:00 P.M.
Roundtable/Open Lunch Discussions on a series of TBD Topics: Requests Accepted

Justification Letter

We would really like to see you in Cincinnati. Do you need to justify the value of attending the North American Galaxy User Group Meeting?

We’ve written this sample letter to help you demonstrate the ROI to your manager. If you don’t use a formal letter, we’ve found it’s still helpful to outline some of the sessions that would be most useful for your organization as well as your estimated expenses.



Hotel Details


Hilton Cincinnati Netherland Plaza
35 W 5th Street, Cincinnati, Ohio 45202

HILTON RESERVATIONS OPERATOR: Hilton toll-free number (1-800-445-8667). Our Group is listed as GATEWAY TICKETING and the group code is GAT. Please be sure to use this code so you receive our group rate and that rooms are placed in the group block as available. We have secured a limited number of rooms at this hotel. Please be sure to reserve as early as possible to get the best rate.

This offer will expire September 11, 2019, or once our room block is full, whichever comes first.


We’d like to give a special thanks to all our sponsors who help make our North American Galaxy User Group Meeting possible.


Chase logo












Glory Global














Boca Systems



















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