Getting to Know You: United by More Than Ticketing

Behind every unforgettable live event and attraction is a team of professionals working tirelessly to create memorable experiences. Yet one of the greatest joys of INTIX's Getting to Know You series has been discovering that the most interesting thing about ticketing professionals isn't what they do — it's who they are. Now in its ninth year, the series continues to introduce members to one another beyond job titles, organization and venue names, daily responsibilities and LinkedIn profiles. Our five latest feature stories remind us that while careers in ticketing may take remarkably different paths, the professionals behind them share something deeper. They speak less about rank and accomplishments than about relationships, community, curiosity, generosity and the people who have shaped their lives. Success, in their eyes, is measured not only by what they achieve professionally but by the lasting impact they have on others and the difference they make in their communities. Together, the stories of Harmony McGivney , Steve Jacobson , Duncan Moss , Martin Crosier and Mike Mazza offer a wonderful look at what connects the INTIX community. For Harmony, as Box Office Manager at the Kaye Playhouse at Hunter College, each interaction begins by remembering that there is a person on the other end of every transaction. “When you help people with tickets, you really don't know what they're going through and what an event means to them,” she says. “I love connecting with people and seeing how live events really do brighten someone's day … Having these events that people come together for is really beautiful.” Harmony and her husband Zach meeting Robert Schwartzman of Rooney in 2019. Harmony’s outlook is rooted in kindness and empathy rather than in management and efficiency alone. Ticketing, after all, is rarely just about a seat. Every purchase involves a lifelong fan, a family celebrating a milestone, a first date, an evening out, cheering on a favorite team or perhaps someone experiencing live entertainment for the very first time. “People remember how you made them feel,” notes Harmony. “If you make them feel valued genuinely, not to be schmoozy or anything like that, but just to acknowledge who they are and take the time, it goes a long way.” That same belief appears throughout these five conversations in different ways, from patron relations to managing teams. None of the interviewees describe leadership in terms of authority or status. Instead, they talk about putting those around them first and helping others succeed. As the founder of JCA, Steve has spent nearly four decades helping nonprofit arts organizations navigate technology, fundraising, ticketing, operations and strategy. His answer says as much about his leadership philosophy as it does about the person he is. “I think [leadership] is really understanding what makes people tick,” he explains. “Because there are plenty of smart people who can get a job done. It’s understanding what motivates people. Everybody’s a little different. And how to relate to those people so that you’re all pulling together on the same team. [Leadership is] not edicts that come down from up above and say, ‘You are going to do this, you’re going to do that,’ but really understanding how collaboratively you’re going to work together to solve a problem.” Steve after losing a bet following the Yankees' loss to the Blue Jays in the playoffs last season. That philosophy has shaped not only JCA's consulting work but also the culture that Steve worked to build over 38 years. “I’ve seen a lot of people come and go,” he says. “Many of those who have gone on to other things have become leaders at other companies, which is really rewarding to see. I hope that somehow the values that I may have instilled in folks carry forward.” Even when discussing friends and colleagues, Steve consistently returns to authenticity. “I tend to gravitate to people who are real. They just are who they are, they are down to earth, and what you see is what you get … We work with nonprofits pretty much exclusively. We cross over into commercial theatre every once in a while, but it’s really a passion for the business and for understanding what is going to help our clients. A lot of folks who we work with are in the industry for a particular reason, and it’s really to help nonprofits become more effective.” Many of those themes also recur in Duncan's story, where the focus is less on his own individual accomplishments than on the teams that make everything possible. Time and again, he credits those around him. “I like to admire groups of people, teams that work together,” he says. “They are just people doing their best and working together for the common good. It always inspires what I do. It makes me happy when I see something like that.” Duncan (right) attending The Wizard of Oz at Sphere with Shawn Robertson and Lenore Heller during INTIX 2026 in Las Vegas. At Ravinia Festival, where Duncan oversees ticketing operations, technology and logistics are essential. Yet when asked what he enjoys most about work, his answer isn't about software or systems. The starting point is always his colleagues. “Focusing on my staff, I love working with them and seeing them every single day. They bring positivity, they bring great energy and they are also very good at their jobs.” Much like Harmony's belief that people remember how you make them feel, Duncan sees empathy as the foundation of meaningful connections. Rather than equating leadership with being the loudest voice in the room, he believes genuine influence comes from understanding others. “A couple of words come to mind [regarding leadership]. Empathy is one, kindness is another. A lot of times, people think of leaders as strong, loudest-voice-in-the-room types, and I don’t think that’s always the best definition. I think people can be successful with those qualities, but that doesn't necessarily mean everyone is truly listening. If you really want everybody to listen to what you are saying, and also really embrace it, empathy goes a long way.” Duncan also has a knack for describing the ticketing profession in ways that instantly resonate with anyone who has worked in the industry. “We are making experiences that last a lifetime for people. As Maureen [Andersen, President and CEO of INTIX] likes to say, we are the magic behind the button. We really are, because nobody really knows what goes into [ticketing]. Nobody necessarily goes to the butcher, buys a sausage and says, ‘How did you make this?’ They just trust that they made it, it's good, and they are going to buy and eat it. It's very similar in our industry … There are a lot of us who work behind closed doors, and we do a lot of things, but events couldn’t happen without us.” That behind-the-scenes dedication is another thread woven throughout these five stories. Whether supporting patrons, mentoring colleagues, leading teams or introducing peers to new ideas, each of these professionals understands that the greatest impact is often made quietly — and in ways audiences rarely see. This quiet commitment to people and collaboration extends across continents. Martin’s path to becoming Managing Director of LW Tickets is unlike any other featured in this collection. Before beginning his career in London's West End, he spent evenings sitting for the legendary artist Lucian Freud, and then, years later, discussed the experience with John Malkovich and Kate Moss at an exhibition. For all the remarkable moments Martin has enjoyed throughout his career, it is the relationships he has built that remain most meaningful. “The people, that is primarily what I love most,” he says. “In the job that I have now, as managing director, I feel very empowered to help create and foster new relationships with people and develop teams of people, both inside and outside of LW, and link people with other great people for no other reason than I think they will have a great conversation.” Martin Crosier Like Steve and Duncan, Martin believes leadership is about creating opportunities for others. “For me, it is inspiring people to get the best out of them to foster an open, non-judgmental place, where you can experiment, and you can fail, but it is the act of doing it which is encouraged,” he explains. “If something goes wrong, we just work out why it went wrong, and we do better ... as opposed to a hands-off kind of finger-pointing exercise.” He emphasizes that great leaders recognize what motivates different individuals and adjust their approach to bring out the best in each of them. “You need all of them to complement what you know, or what you don't know more relevantly, and equally, how that gels with the team,” Martin notes. “Regardless of the technologies or the relative values of the different systems that we might use, or the subjective opinion on how good a certain venue or content is, it all really comes down to people, your team members or those who you are collaborating with externally, and ultimately, who's coming to buy a ticket.” One of the common threads throughout the Getting to Know You series is that professional success and personal fulfillment are rarely separated. Our questions delve into careers but inevitably lead to family, friendships, hobbies, travel, music and the experiences that shape who someone becomes. Harmony's story is filled with those moments. Whether she is performing with her husband Zach in their cover band, sharing her love for Dolly Parton, or reminiscing about attending Cher's Believe Tour with her father, music is more than entertainment. It is another way of creating bonds. Harmony and Zach playing a rooftop show in Brooklyn. When asked what brings her the most joy, Harmony’s answer circles back to the same idea that guides her work at the Kaye Playhouse. “The human connection of things, whether it be at work or with helping people ... We have a client at the theater who comes every year, and a lot of grandparents bring their grandchildren to experience the event. [I enjoy it when I can] take extra time to really figure out exactly what they need. There's a row in the theater where there's no one in front of you, so if someone says, ‘I'm bringing my grandkids,’ and that row is available, I always suggest row G [because] there is no one in front of you. The kids can kick their legs, they are not bothering anybody, and you will have a good experience. Outside of work, whether it's meeting up with friends or performing music, having that kind of connection is something that brings me a lot of meaning and joy.” It is a small gesture. Yet it perfectly illustrates what Harmony means when she says people remember how you made them feel. Indeed, the experiences that stay with us are not always the biggest milestones. Sometimes they are the moments that remind us why we chose this profession in the first place. Although his consulting work has taken him inside some of North America's most recognizable museums and performing arts venues, one of Steve's unforgettable moments isn’t about a contract or a client. Instead, he talks about standing on the stage of the historic Ryman Auditorium. “There’s a circle piece from the original Grand Ole Opry that’s cut into the centerstage floor of the Ryman’s stage. To stand there and understand the history of what’s been there before you, I mean, obviously, I’m not performing, I’m just a nobody, but the people that were there in that spot, it’s just mind-blowing. And that’s the coolest thing about being in this business.” Steve standing on the stage of the old Grand Ole Opry following a client visit to the Ryman Auditorium. Times like these remind Steve why he chose to devote his career to helping arts organizations succeed. They also reinforce something he admires in others. Whether working with nonprofit organizations, colleagues or clients, Steve appreciates those who genuinely care about the mission. “I like to see passion,” he emphasizes. That deep enthusiasm is something Martin Crosier sees throughout the entertainment industry. “Speaking purely from a theatre and ticketing point of view, I think you'll rarely find more brilliantly passionate, funny and creative people than you will in this industry,” Martin exclaims. “They're all in it for a reason, and it's rarely because they want to retire early. They love what they're doing.” Although their personal passions take different forms, Martin and Duncan share an appreciation for the experiences that shape careers and character. For Duncan, many of those moments happen outdoors. And away from Ravinia Festival, he is drawn to mountains, volcanoes and wilderness. “I would say nature is probably my biggest love,” he says. “I love to travel and see the world, but the best thing is seeing and being in nature, how people or animals have adapted, or how the world has adapted to nature, because it is the common thing that brings us all together. We are all living in it … and I always have a curiosity around it and a love for it. I love being outside when I can. Sometimes there are days when I'm not outside that much, and I will wish I was outside. There's a longing for it when I can't have it, and then when I'm in it, I really love it.” Curiosity extends beyond Duncan's travels and into his professional life. Whether exploring a mountain trail or working alongside colleagues, he is energized by learning from others and embracing new perspectives. His involvement with INTIX reflects that mindset. “Continuing to be of service and give time being on the INTIX board, volunteering through this organization and being able to see it grow and be part of it growing, in many different facets, has been fantastic. It is a great achievement, and I think it's something that doesn't end. Some achievements, you get to the top of a mountain, you are there and there is an end in sight. This is one of those achievements that's just ongoing, and I've seen it, because there are people who have given their entire lives to INTIX, or time from their entire lives to INTIX. It just keeps going, no matter what stage you are [in your career].” That sentiment pairs beautifully with Martin's reflections on attending the INTIX conference for the first time. “I didn't really know what to expect,” Martin recalls. “So many people were talking passionately and emotionally about different things. There was a group of Lifetime Achievement-type people presenting, and I didn't know a lot of the people, to be honest with you, but you could feel the passion, the history and the camaraderie that they all shared.” Martin continues, “[INTIX] is about generating connections, inspiration, learning, seeing what happens in a very different set of circumstances or a different venue ... but always seems to me very similar challenges or similar chats that come up time and time again,” he says. “The more people you talk to, the more people you recognize or get introduced to, and, so, for me, it's about being part of a more global community, as opposed to primarily the UK and some of Europe.” Different organizations. Different countries. The same appreciation for learning from one another. But perhaps no story illustrates gratitude more consistently than Mike’s does. Having spent nearly four decades with the Chicago White Sox, he repeatedly returns to the individuals who helped shape the leader he is today. “I’ve got several mentors. Bob Grim was the head of broadcasting here at the White Sox. He’s a great man. I still go to him for a lot of things. Bob Devoy, he was my boss. Tim Buzard, who’s my boss now. I go to Jerry Reinsdorf, Howard Pizer … Tony La Russa. Those people, I can just pick up the phone and call … Bobby Bertucci, who runs our patio. He’s got the biggest heart in the world, and he tells it like it is. I am also grateful to Michael Spidale, who asked me to be his oldest son’s Godfather, Bill Waters and Pete Catizone.” It is impossible to read about Mike without realizing how much he values relationships, including with his colleagues, his family and God. “I get the most joy knowing Christ, but with that comes helping others, and loving my family and friends. The other day, I helped somebody out. It was a little thing, but it made their life so happy … It was an autistic young man, and I got him tickets for a game. He was so happy and gave me a hug. That meant more than anything you can ever feel … Whatever bad day I’d had, he took it all away just by that hug.” Having risen from the lowest position in the ticket office to Vice President of Ticket Operations, Mike understands every role because he has done them himself. His humility surfaces repeatedly. “Each time they gave me responsibilities, I tried to do the best I could,” he says. “It wasn't 100% all the time, but even when I failed, I learned.” Even when discussing the 2005 World Series championship, the 2003 All-Star Game, or the implementation of barcodes, Mike rarely takes personal credit. Instead, he emphasizes his faith, teamwork, preparation and those around him. Asked what advice he would give his younger self, he answers with what his father would have said. “Don't sweat the small stuff,” he says. “That's a quote that a lot of people say, but going back in time, [I would tell myself to] just relax. And just work, keep working hard … In this business, you’re worried about everything that could go wrong instead of the things you put in to [make things] go right. My father would always say, ‘Relax, I see you do all the work, you put in time, and if anybody doesn’t like it…’ he has an Italian word for it, but I can't say it, I’m being recorded. I wish I had known that instead of [worrying], because having someone who can back you up with confidence is very key.” Mike kneels in front of his parents, Joe and Irene; sister-in-law Mary; brothers Anthony and Louis; and sister-in-law Angela. Mike says, “These are the people I look up to.” Perhaps that's why Mike's story resonates so strongly. Even after a long, successful career in ticketing, he still measures what he has achieved less by accomplishments than by what guided him along the way. "It wasn't my plan," he says. "It was God's plan." As a whole, these stories share so much more than the tales of five individual lives and careers. They offer a window into the character of the INTIX community itself. Harmony reminds us that kindness leaves a lasting impression, while Steve shows how genuine relationships and collaboration can shape organizations for decades. Duncan demonstrates the power of empathy and trust, Martin celebrates curiosity and openness, and Mike reflects on a career grounded in gratitude, faith and service. They also remind us why the Getting to Know You series has become such an important part of INTIX Access . If you enjoyed these glimpses into five remarkable careers, we encourage you to read or revisit the full stories: Harmony McGivney's Story of Connection and Community Steve Jacobson's Career Devoted to the Arts and Ticketing “With a Little Help from My Friends”: Getting to Know Duncan Moss The Art of Being Martin Crosier The Godfather of Ticketing: Mike Mazza on Faith, Family and Four Decades of Service You May Also Like Angela Miles-Powell Goes the Distance With Ticketmaster Miki McKay Warmly Welcomes Patrons to The Alaska Center for the Performing Arts Want news like this delivered to your inbox weekly? Subscribe to the Access Weekly newsletter , your ticket to industry excellence.