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The Wild West of Online Events

It’s been over five months since the Pause Fest 2021 Online event, and as an organiser, I had enough time to evaluate it, but most importantly distance myself from the emotional response. Pause Fest is Australia’s premier creativity and business festival attended by over 9,000 people over three days, and had been running for over eleven years.

This post is for all event producers and online platform makers who are looking to create positive online experiences for both attendees and event organisers.

I’ll be focusing on a couple of key virtual platform startups that are dominating the industry and my experience with them, lessons learned and damage they left behind. These are Bevy and Hopin platforms, but I’ll get to them in a bit.

The marketplace fit

I studied a great deal of virtual event platforms last year that all seem to have entered the market overnight; all lookalikes with not a great deal of distinction, mostly in pricing and few features. It felt like a gold rush, where you could get ripped off up to $230K for a bespoke online event solution, depending on how desperate you are. And the question often asked to the event organisers that were sorely hurting was ‘What’s it worth to you?’ or ‘How much do you pay for in-person production?’ followed by ‘Why do you think this is any different?’

To be quite honest, at the time those objection questions made me feel both powerless and sick because 99% of the platforms sold last year weren’t even ready to be shipped. But the sales people were eager to sell, demand was high and it was easy to hook you on features that they didn’t even have.

One of those features is VoD or Video-on-Demand. Most platforms still don’t have it but the way it’s communicated and sold you’d think it’s included in the package, until you drill them to show you what it looks like and they say ‘we don’t actually host a library of videos post the event, but you can download them’. ‘So you don’t have it then?’ ‘…No, we don’t.’

What should an online event experience be like? I’m not sure many companies really asked themselves ‘Why are we doing this and who is it for?’ enough times. Everyone just jumped on a bandwagon copying in-person events to online formats forgetting that online experiences are very different and people don’t behave in the same way.

For Pause Fest 2021, I wanted to create a slightly different event than a standard eight hour, multiple day event with sponsor booths because in our research we found that people were overwhelmed, attention poor and sponsors didn’t want booths so we created a two week event instead. We also had four types of tickets that needed different content access and VoD was a high priority for us too. It all sounds like an easy package, doesn’t it?

Out of 50 or so companies on the market at the time, Bevy and Hopin were the top two who claimed they had features to deliver this service. They seem to be very competitive among themselves too with their costs highest in the industry, around the $40K base mark.

Hopin was exploding at the time, they also had a mind-blowing $400M seed round and were taking over the world. Bevy also raised a good round of $40M a few weeks later.

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Bevy image

Wild onboarding experience

No privileges in fees were given to independent events, we were expected to pay the same price as corporates. Many events like mine have suffered a great deal in sponsorship decline and cancelations leading to loss of revenue so the high cost for platforms was prohibitive. Unless of course no other platform offers features that you need and you get stuck. And let’s be clear, no platform really has VoD, this is just a lie.

I reached out to Bevy first and managed to strike a mutual deal where the sales person offered us 40% off because of the interesting event format, association with our event in Australia and cross promotion in return. And he did confirm they have VoD, but now you know, they don’t.

We signed the agreement but luckily didn’t pay right away. We were assigned a dedicated two person team for a weekly work-in-progress (WIP) meeting of exactly 30 minutes. If these meetings ever went a minute over time, they would stop the session and send answers by email. It was the end of November last year when we started talking and it was a smooth onboarding process.

We finally got a dedicated person to focus on the online event setup moving forward, but when we asked specific questions, the Bevy team was getting annoyed that they had to provide answers. They would cover us in reading material instead of helping us get set up. Bevy didn’t have many troubleshooting videos at the time, even written stuff was scruffy.

And for the record, if you are putting on a multi-day online event with a few streams of content, you need a dedicated and trained specialist to help you set up. Most virtual event platforms are built that way so you have to rely on them, which is of course a big part of their revenue stream.

I don’t have a problem with them making money on the dedicated service, but I want to know how much service I get in the package I’ve purchased. Bevy wasn’t clear on that from the start. Thirty minutes sharp per week was not enough to pick up the complicated new platform. They were not there to help us, they wanted us to figure it out ourselves. The deadline was looming and we had built nothing.

Crude breakup

It’s February and our event was in mid-March. We still haven’t set up on the Bevy platform, we don’t know how to use it and we haven’t worked out the production workflow. Nothing is in place and our support agents are telling us to talk to their Customer Success Team about more hours I’ve been asking for. We were six weeks away from the event at that point.

The Customer Success Team was super polite, with an agenda to get rid of us as soon as they could so they started with the ‘we are not aligned’ opening sentence and repeated it many times to make sure we got it. Next they said that the weekly support team were feeling ‘depleted and defeated’ each week after our session. I’m wondering if that was from how many clients they had to serve, because they weren’t really interested in helping us onboard our event to Bevy. It was the weirdest customer success team conversation ever.

They admitted they are losing money on this account because the sales person has offered too big of a discount, which they originally approved. So they now presented us with the new Platinum Care Support menu that I have never seen before, with extra service packages in the thousands of dollars. This was their answer to how we get more needed hours to set up and they make more money because they signed a ‘bad deal.’

The last thing they told us was that they were totally ok if we decided we no longer want to use Bevy and go elsewhere, because ‘we are not aligned.’ I think they meant that our event doesn’t fit into their square hole and they couldn’t be bothered helping us onboard. Who knows…

They offered to help me find a new virtual platform, to suit our needs, as long as we quickly disappear but they didn’t say that which made it more awkward. They forced us to quit so they are not seen as the bad guys, instead they are seen as the helpful ones. It was five weeks until the event at that point.

I reached out to previous speaker and Head of Community at CMX, which Bevy bought some years ago, David Spinx to see if he could help me out. But David was waiting for his new book ‘The Business of Belonging: How to Make Community Your Competitive Advantage’ to come out and was busy. He trusted the Customer Success Team was doing the best they could without wanting to hear me out.

Finally, to make me go away, the Customer Success Team threw their business values on the table, saying they are ‘community first’ and pasted the paragraph below.

We believe in the power of community and prioritize the needs of our community members and teammates. Act with integrity, think about the community, not just ourselves. Help community professionals gain a seat at the table. Work for the benefit of the group, not the individual. Build safe, diverse, and inclusive spaces. Always act with kindness and empathy. Do the right thing. Build for the passionate advocates, the local organizers. Make sure they can galvanize their community and drive impact. Empower them to make a positive impact on the world.

The countdown is on

Grappling with making any sense out of this weird breakup that smeared company values all over my face whilst doing exactly the opposite of what their values say, left me wondering what has happened to the world. I respect StartupGrind, their startup community and all chapter hosts that I met from London to Tel Aviv and even here in Melbourne and Sydney they have been incredibly helpful over the years.

Bevy has quite the opposite vibes to the company values they claim to uphold in the way they treated me as a customer. How is it worth having company values, cultivating inclusive culture, writing books about it and preaching community matters if you throw your customers down the gutter and march all over them, in the most desperate moment of their business? It’s actually one of the reasons why I’m writing this article.

As you can imagine, the situation of being dumped by the platform company five weeks before the event, doesn’t leave you with anything but to scream out loud into the void. I’m very used to rejections but this is very bad timing. Luckily we had spoken to the Hopin team before when getting a quote and had kept that relationship open so we could quickly reach out and take it from there.

We had four weeks before the event started and were switching to a totally new platform. It was insane! We also had to pay full Hopin fees and sink deeper into debt. But I wanted our attendees, speakers and sponsors to get the best experience, so it was worth it – because of them.

Hopin’s amazing support team gave us a dedicated person who offered as much time as we needed to onboard and was always there for any questions. Their support team saved the event from disaster. And of course my team who worked overtime to deliver a flawless experience and make it happen at the last minute.

At the time of our transition from Bevy to Hopin, it didn’t click but StartupGrind Global Conference online event was also happening from Feb 23-25, 2021 which could have caused Bevy to be stretched too thin and therefore let us down. Who knows what set of circumstances may have led them to not honour the signed agreement and ditch us in the most disrespectful way.

Stand up for your customers

No matter what, I personally would never let anyone down like that even if we’re not making money. It’s principal. We lost bucket loads of money this year on the online event but have still kept our honour to deliver exceptional and world class event experience for our attendees and sponsors.

I haven’t checked the virtual event platforms for the last six months and I hope there has been some progress and improvements. But after experiencing it first hand earlier this year and how limited event organisers are when it comes to tools and platforms to create engaging event programming, we are going to continue having problems with online event engagement.

And let’s not even talk about the hybrid option until we master virtual, or let’s talk about it when we go back to IRL. The event industry is sorely hurting and attendees need exciting new ways to be engaged from home. Sponsors need something else that no platform is offering right now. Business events can’t deliver creative programming unless the platforms allow them more options.

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A startup event strategy needs the same discipline. Spend enough time around (deep-tech) startups and you start noticing a familiar pattern. The same founders appear at event after event: a composites conference this week, a startup competition the next, followed by an investor summit, a sustainability conference and another pitching session. The logic is understandable. Young companies need visibility, customers and investors, and there is always the hope that the next event will provide the breakthrough introduction. The problem is that events can very quickly become an activity rather than a strategy. Teams return with business cards, LinkedIn connections and a sense of having had many interesting conversations, yet surprisingly little changes in the months that follow. For startups, where both cash and management attention are scarce resources, this is an expensive habit. I prefer to think about events through the lens of sport. A serious athlete does not try to peak every weekend. A season is built around a small number of A-events: the competitions where performance really matters. Everything around them is preparation. Startups should approach their event calendars in much the same way: select a limited number of events, understand exactly why they matter, prepare for them months in advance and then execute with intensity. Building your brand versus going where your customers are There are, in my view, two main reasons for a startup to attend events. The first is to build a brand, which for a young industrial company is largely about building trust. An established supplier enters the market with years or decades of history, references and relationships behind its name. A startup has none of that. Particularly in composites, where qualification cycles are long and customers are understandably cautious about introducing new materials and manufacturing technologies, familiarity matters. For a startup, brand building is ultimately trust building. This is why a composites startup should establish itself visibly within the composites ecosystem. JEC World in Paris is the reference. This is where I experimented a lot to master the game when I was leading the marketing and business development activities at 9T Labs – see picture above. Depending on geographic priorities, CAMX may play a similar role in North America, alongside relevant events in China and regional events in markets such as DACH, India or Southeast Asia. At these industry events, I would encourage startups to be relatively broad. Speak with suppliers, potential customers, competitors, investors and people from applications you may not yet have considered. Explain the technology in depth. The objective is not only to generate immediate leads, but to anchor the company in people’s minds as a serious part of the composites industry. This is also where I believe having your own booth matters. If brand building is one of the objectives, visibility cannot be an afterthought. Many manufacturing and materials companies still take a fairly conservative approach to exhibition design, which actually creates an opportunity for startups. Make the company visible from a distance. Bring parts, samples and, where practical, machinery. Demonstrate the technology rather than covering the walls with paragraphs explaining it. Give visitors something they want to touch, discuss or photograph. You are a startup. You do not have to look like everybody else. And at the events where you are building your brand, you probably should not. The second reason for attending events is much more targeted: meeting the people who can move the business forward. Once a startup has selected its beachhead markets, its event strategy should follow those customers. If aerospace is a priority, composite events alone are not sufficient; you should also consider events such as the Paris Air Show or Farnborough. If aircraft interiors are specifically relevant, Aircraft Interiors Expo in Hamburg may be far more valuable than another general innovation conference. Find the reference events in the markets you have decided to win. And go where your customers go. The physical presence can be different there. You are not necessarily trying to build a major aerospace brand; you are trying to become a trusted supplier to aerospace companies. A smaller booth, a national pavilion, a startup zone or an association stand may therefore be entirely sufficient as a base for demonstrations and meetings. As customer relationships mature, an even stronger form of presence becomes possible: being represented on the booth of a customer or partner. If an established customer displays a component incorporating your technology and identifies you as the supplier, the credibility effect is difficult to replicate with your own marketing. You are no longer telling the market that the customer trusts you; the customer is demonstrating it publicly. Four A-events, prepared like campaigns Once the industry and end-market calendars have been mapped, prioritization becomes critical. My recommendation for most startups would be to identify no more than four genuine A-events per year. This does not mean attending only four events. There will always be smaller conferences, investor meetings and local gatherings worth visiting. But an A-event is different: it is an event around which a significant part of the organization aligns and for which the company is prepared to go all in. Four such events already mean running roughly one major campaign every quarter, because the event does not begin when the exhibition doors open. A-level events should be approached as two- to three-month campaigns, with the exhibition days at the heart of a much broader engagement effort. 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The AI industry runs on GPUs, APIs and Discord servers. So why is an AI insurance startup valued at $4 billion signing a lease for a 24/7 café in Shoreditch? Corgi, the San Francisco insurtech that raised three rounds in eight weeks this summer (TechCrunch, July 2026), already runs two 24-hour cafés in San Francisco and Atlanta. Its London location on Great Eastern Street opens this month, with five more planned including New York (Sifted, July 2026). The pitch: give founders a place to work at 3am, and sell them AI liability insurance while they sip a “Brexspresso.” Is it working? The Mercury News reported in April that the San Francisco café was running at a loss with zero conversions to the insurance business (via Wikipedia). Investors funded three more rounds anyway. That tells you something about what the market believes physical presence is worth right now. AI companies are becoming event organizers Corgi is the extreme case. The pattern is everywhere. 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Picture this. A strategy director at a major exhibition calls with six weeks to go before the show. The brand new startup area has sold exactly one booth. The show runs on a multi-year cycle, so a failed launch means the whole concept probably gets cancelled before it gets a second chance. This is a composite of several conversations I’ve had this year, and the pattern is always the same. The organizer builds a startup area, assigns it to the existing sales team, waits, panics, then calls for help when the calendar has already decided the outcome. The diagnosis is simple: startup acquisition is a different business than exhibitor sales. Most organizers discover this too late. Here are the five reasons why. 1. They sell square meters to companies that buy outcomes A corporate exhibitor renews a booth the way it renews an insurance policy. There’s a budget line, a history, a floor plan discussion. The sales conversation is about location and dimensions. Startups have none of that. They buy pipeline, investor meetings, and proof that the show is worth their time. And their time is expensive: my rule of thumb is two full prep days for every event day, more if the team is small or the show is far. A founder deciding between your startup area and a customer roadshow is running an ROI calculation, and a rate card doesn’t answer it. A sales team trained on renewals and floor plans doesn’t speak this language. It’s nobody’s fault. It’s a different job. 2. They start the clock six months too late Startup areas usually get scoped after the main floor is sold. The launch lands a few months, sometimes a few weeks, before the show. Founders don’t work like that. They lock their event strategy two or three quarters ahead, because attending well requires prep: outreach, meeting scheduling, demo logistics, travel. A six-week sprint is competing against decisions that were made in the spring. The paradox is that organizers know this about their corporate exhibitors, who book 12 to 18 months out. Somehow the assumption becomes that startups, the most resource-constrained companies on the floor, can be converted on short notice. 3. They design the offer around what they can administer Here’s a real example, anonymized. One show’s main startup offer was a 60 percent discount, funded by a national grant. Great deal. One catch: only domestic startups qualified for it, at an international show. The offer wasn’t designed around the buyer. It was designed around available paperwork. The addressable pool shrank to a fraction of the relevant ecosystem, and everyone else got a full-price booth with no story attached. Startup offers that work are built the other way around: define which companies belong on that floor, then engineer the package (price, format, visibility, matchmaking) that makes their decision easy. Administration comes second. 4. They confuse margin kept with money made This one stings, because I’ve watched it happen twice this year. An organizer works with a partner on startup acquisition, hits targets, then decides to insource the next edition to keep the full margin. On a spreadsheet, it’s savings. In reality, the target gets missed, the area sits half-empty, and the organizer comes back mid-campaign asking for rescue. Some results are still possible at that point. The results a proper campaign would have delivered are gone. The full cost of insourcing shows up later: lost booth revenue, a weaker visitor experience in that zone, and a startup program that gets cancelled for “lack of demand.” Against that, the partner commission was the cheapest line on the P&L. 5. They run a program where they need a pipeline Startup acquisition compounds. Alumni come back. Competition applicants become exhibitors. Founders talk to each other, and a good experience at one edition sells the next one. None of that happens inside a one-off project. It requires a multi-year cadence: scouting, competitions, curated programs, follow-up between editions. Shows on two or four year cycles feel this the hardest, because a standalone approach means restarting from zero every single time, with a new team and no institutional memory. What compounding looks like JEC World, the composites industry show in Paris, is the counter-example, and yes, they’re our client, which is exactly the point. The startup work there is a bundle, built over multiple editions: a startup competition that lowers the barrier for first-time startup exhibitors, an Investor Day that brings capital to the floor and gives founders a concrete ROI reason to attend, and a startup village that gives them a curated home inside a very large show. Each piece feeds the others. Startups apply because clients & investors are there. Investors come because the startups are curated. And the ones that grow don’t disappear: they graduate into regular exhibitors. That’s the part most organizers miss. A startup exhibitor is just a first-time exhibitor. Treated well, they’re the cheapest exhibitor acquisition channel you’ll ever have. Treated as filler for a leftover corner of the floor plan, they don’t come back, and neither do the ones watching. The question for organizers If you run a show with a startup area, ask yourself one thing: is it a strategy or a floor plan decision? If the honest answer is the second one, here’s my prediction. The area launches late, gets staffed by a team hired to sell something else, underperforms, and quietly disappears from the next edition. The internal conclusion will be “startups don’t work for our show.” The real conclusion is that the approach didn’t. Startups work fine. They’re just customers who need to be sold to like startups. Disclosure: Sesamers sells startup acquisition and curation services to event organizers. JEC World is a client. Read accordingly.

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