Recently, I entered a venue that had just installed a touchless screening system. Although these technologies are not new to me, I noticed an interesting pattern: guests instinctively reached for their phones and pocket items, looking for the familiar bins to deposit them.
When they realized there were none, the next few people in line would catch on and the line would briefly speed up. Yet without fail, the cycle would repeat every few minutes and I wondered if we were really moving faster.
Touchless systems are designed to move guests through with pockets full, saving time and improving accuracy, but while technology evolves rapidly, human behavior often lags behind. Turns out, decades of muscle memory don’t vanish just because the procedures change. The rituals we associate with security, like emptying pockets and placing belongings in bins, are deeply ingrained and adapting to new systems requires more than installing new equipment.
Successful transitions hinge on trust and retraining. Guests must quickly build confidence in the unfamiliar process. Security teams must master new instructions and resist falling back on old habits that can confuse crowds. And for venue and event managers, the work begins long before the installation: planning thoughtful rollouts, preparing staff, anticipating guest reactions, and so on. When even one piece of this transition is overlooked, the technology’s benefits are diminished.
This month, we’re exploring the evolving relationship between technology and human behavior—how they work together, push against each other, and ultimately adapt to keep people safer. Here are two ways we're starting the conversation:
In our latest blog, we highlight practical innovations that help venues strengthen security, improve communication, and respond more effectively when it matters most.
We’ll continue that conversation on this month’s episode of The Command Pod, diving into how new security technologies are changing behavior at event and venues and how strong leadership can guide teams and guests through that shift.
We’re curious to hear how you’ve seen this play out. What changes have you noticed in how people interact with safety systems, tech, or protocols? We'd love for you to email us your reflections or join this month's webinar to share your examples.
As technology changes, we humans need to change too. But let's not forget to give a little bit of grace—if you see someone instinctively reaching for a security bin that’s no longer there... let’s just call it nostalgia.
The right technology can make all the difference in keeping events safe and running smoothly. In this month’s blog, we explore practical innovations that help venues strengthen security, improve communication, and respond faster when it matters most.
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Stay up on the latest...
The Command Pod Webinar - Creating Guest-First Event Security
On May 27th, hosts Alex Soltero and Liz Rupert will be joined by Kami Testa to discuss how event and venue professionals can achieve their security goals and deliver a smooth, memorable guest experience. We’ll be sharing real-world insights to help you design safer events without sacrificing what makes them special. Tune in and learn how the best teams make it look effortless!
With our partners at Running USA, we are calling on runners worldwide to participate in the 2025 Global Runner Survey, the most comprehensive annual study of the running community. This year, respondents will have the chance to win entries to four premier running events and a top of the line treadmill.
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