Charlotte Coates is blooloop's editor. She is from Brighton, UK and previously worked as a librarian. She has a strong interest in arts, culture and information and graduated from the University of Sussex with a degree in English Literature. Charlotte can usually be found either with her head in a book or planning her next travel adventure.
Wild Republic, a leader in nature-inspired toys and education for over 40 years, has announced that its founder, G.B. Pillai, has been nominated for a prestigious TOTY Sustainability Award.
This honour highlights Pillai's inspirational leadership and the steadfast dedication of a business that has upheld its "Promise to the Planet" for decades. It also demonstrates that sustainable developments in the zoo and aquarium sector encourage the larger $104.7 billion toy sector to follow suit.
Toy Association members will be able to vote from 21 August to 8 September. Wild Republic invites members to vote in recognition of Pillai's long-standing dedication to environmental sustainability and protection. This unique nomination, which also coincides with the week of his 90th birthday, illustrates not just his unwavering commitment but also the important role that the zoo and aquarium sector plays in capturing young people's attention and introducing them to the wonders of nature.
Core values
The core values of Wild Republic include a commitment to conservation, cultivating a human-animal bond, and maintaining ethical responsibilities. This conviction, which was inspired by Pillai's own experience over 40 years ago, when he was looking for a souvenir for his child to remember a special day at the Cleveland Aquarium in Ohio, has driven the company to switch to using 80% recycled cardboard, ban single-use plastics, and incorporate recycled plastic beans in their plush toys.
After more than 40 years of consistent expansion and innovation, Wild Republic now leads the industry in reducing deforestation, cutting waste, and implementing sustainable sourcing.
Pillai says: "The animals and their connection to humanity shape our vision, mission, and every creation. It's through fostering an understanding of these animals that we ignite the spark of curiosity, a flame powerful enough to change the world.”
Pillai co-founded the firm with his wife Kamala, who served as COO and CFO. Talking about Wild Republic's broader initiatives, she says: "Opening an orphanage over 20 years ago for girls with mentally ill parents and establishing sanctuaries for animals have only strengthened our belief in human sustainability. It's essential to care for not only our natural world but also the communities we live in.”
Sparking imagination and a lifelong love of nature
The company believes that stuffed animals are more than just toys. For kids, they become a friend, a gateway to imagination, and an introduction to the wonders of nature. Meanwhile, parents can enjoy watching their children forming a bond with their "wild" friends and learning to respect the environment.
Vishnu Chandran, Pillai's grandson, says:
"While this nomination is an individual accolade, it represents so much more. It underscores our resolute dedication to sustainability, the environment, and inspiring generations to come. The global journeys of my grandparents, G.B. and Kamala, who jointly expanded this brand's reach while reinvesting all profits into safeguarding animal habitats and supporting communities, inspire me every day.
"When I learned of this nomination, my immediate thought was, 'This isn’t about me, but rather my incredible team.' Working alongside industry pioneers like my grandfather, the original category disruptor of the zoo industry, instills a commitment in me to protect and further his legacy."
Wild Republic was established in 1979 by G.B. and Kamala Pillai, who moved to the United States in the middle of the 1960s. They constructed a facility in India in 1999, placing it within neighbourhoods for economic development rather than close to ports. This philosophy, which will soon extend to Africa, demonstrates how Wild Republic combines innovation with corporate compassion by generously providing plush toys to various nonprofit organisations and making sure that its products continue to inspire and inform.
Chandran adds: "Our promise to protect our planet is embodied in every product we create, from utilizing soy ink and recycled cardboard to spearheading initiatives that minimize non-biodegradable materials."
In order to show their appreciation for zoos and aquariums throughout the world, Wild Republic is getting ready to introduce even more first-to-market sustainable innovations as the TOTY awards evening draws near.. G.B. Pillai concludes, "These institutions amplify our mission. Our upcoming collection this fall is a testament to our unwavering commitment to a sustainable future."
Charlotte Coates is blooloop's editor. She is from Brighton, UK and previously worked as a librarian. She has a strong interest in arts, culture and information and graduated from the University of Sussex with a degree in English Literature. Charlotte can usually be found either with her head in a book or planning her next travel adventure.
Bristol Zoo Project has set an opening date for its new 'African Forest' gorilla habitat, home to some of the world’s most threatened species.
Launching on 1 April, the new habitat houses the zoo's troop of critically endangered western lowland gorillas, as well as a new group of endangered cherry-crowned mangabeys.
Joining the gorillas and mangabeys in the habitat are critically endangered slender-snouted crocodiles, and endangered African grey parrots.
Also, guests will get to see several extremely threatened species of West African freshwater fish in a special underwater viewing area.
Justin Morris, chief executive at Bristol Zoo Project, said: "Bristol Zoo Project is not a typical zoo. It is a conservation project with a powerful mission to protect threatened species and habitats.
"Today, 85 percent of the animals in our care are both threatened in the wild and part of targeted conservation programmes. Every visit supports vital work in the UK and overseas – helping to safeguard species for future generations."
Verity McGuire
Set within a local British woodland, African Forest is four and a half times the size of the gorilla troop’s previous home at the former Bristol Zoo Gardens site.
"By creating larger, more natural habitats that prioritise animal welfare at Bristol Zoo Project, we hope to connect people with wildlife in meaningful ways and inspire the next generation of conservationists," Morris said.
"One of the most exciting features of African Forest is the opportunity to witness the unique interactions between species that share the same habitats in the wild. It’s their world on your doorstep."
John Penny
As part of the habitat's opening, a special tribute will be paid to the gorilla troop's silverback Jock, who recently passed away.
Like the zoo's Bear Wood environment, the new habitat includes a learning space integrated into the gorilla house.
SSA Group has been working on a transformative approach to operations. By weaving its signature 452 Hospitality ethos, rooted in a legacy of welcome and human connection, into Scout, a new AI-driven operating system, the company demonstrates how AI can enhance rather than replace the human side of hospitality.
For nearly 60 years, SSA Group has been a staple in the cultural attractions sector, collaborating with zoos, aquariums, and museums to provide comprehensive guest services. As a family-owned business, the company has continually adapted, but its core mission remains centred on a simple, powerful concept: hospitality.
We speak with CEO Sean McNicholas and vice president of people and culture, Jason Stover, to unpack Scout's mission and learn how it can open the door to both greater efficiency and more memorable moments.
SSA reimagines the industry
Starting by looking at the bigger picture, McNicholas says: “What I love about SSA and our family business is our curiosity for continuing to reimagine the industry.
"Those are pillars of our plan. We approach 60 years as a family business in 2030, and what’s exciting to us is continuing to innovate, not just our business, but the guest experience for our clients and partners.”
Sean McNicholas and Jason Stover
This culture of curiosity is what prompted McNicholas and Stover to investigate the potential of artificial intelligence long before it became the industry buzzword it is today.
"Five or six years ago, Jason came to me as one of the early adopters of AI. We started talking about it, and the more we looked at tools like AI, we asked a very simple question: what one, two, or three areas could AI positively impact our business?"
For SSA, the goal was not to replace staff or remove the human element from the museum or zoo experience through automation. Instead, the emphasis was on liberation.
"The thing that became clear was how tools like AI could help us become more efficient with data, back-end systems, and administrative work," adds McNicholas.
"If we can be more efficient there, we can spend more time meeting guests where they need us, which is on the front line.”
The outcome of this exploration is Scout, an AI-assisted tool and ‘unified intelligence layer’ designed specifically for cultural attractions.
Scout is positioned not as a replacement for human workers, but as a co-pilot. It is an operating system that gathers data from across the industry to provide real-time insights. Unlike general-purpose AI tools, Scout has been built for the sector's operational realities.
"AI is trending now, but it’s not new," says Stover.
"I’ve been with SSA for almost 30 years, and my journey with AI in this company has existed since day one. When I first became a manager, we were already experimenting with predictive analytics, trying to forecast attendance and staffing.
"That was AI at the time."
However, the leap to generative AI offered a new opportunity to support SSA's secret sauce: its people.
Stover employs a cinematic analogy to describe Scout’s role within the workforce:
"I compare it to Tony Stark," he says. "He’s brilliant, but he doesn’t become Iron Man until he has Jarvis. That’s what Scout is. It’s a co-pilot that takes away routine, monotonous work so our people can focus on what matters."
Real-time, useful insights
Designed to support guest-journey walkthroughs, the platform collects real-time observations and converts them into actionable insights tailored to each attraction.
The tool was created in accordance with SSA’s core belief that technology should never replace connection; it should enhance it. The idea is that data and design can collaborate to create memorable guest experiences.
This supports SSA’s wider focus on innovation, which aims to turn curiosity into meaningful change that advances partners' missions. By automating data analysis, Scout helps operators make more informed decisions about designs, platforms, and revenue strategies.
"Guest expectations are evolving faster than ever," says Stover. "Scout was built to meet this moment as a tech-forward AI tool that allows us to keep experiences deeply personal.”
The heart of the system: 452 Hospitality
Although the technology is impressive, the engine driving Scout remains entirely human. At the centre of Scout’s design is 452 Hospitality, the cultural ethos that defines SSA Group’s purpose and character.
Named after 452 Leyden Street, the Denver home where SSA’s founders first lived and practised hospitality, 452 has since become both a numeric and philosophical code for what the company stands for: a spirit of welcome, belonging, and genuine human connection.
At 452 Leyden Street, anyone could come in for a meal, a chat, or a place to rest. And that sense of genuine warmth now lives on in every SSA service encounter.
Today, 452 Hospitality reflects SSA’s ongoing dedication to creating authentic, memorable moments that uplift guests, partners, and colleagues alike.
That same spirit guides Scout’s purpose: rather than replacing people, the AI system aims to enable staff to embody 452 Hospitality more fully, freeing them from administrative burdens so they can provide the personal engagement that makes guests feel welcome and valued.
In practice, this involves a particular method for engaging with guests and monitoring operations. Scout develops a digital framework for this using the SOQ model: Observation, Opinion, and Question.
"Scout is being trained by the entire zoo, aquarium, and cultural attraction industry," Stover says. "Every conversation, every audit, every partner insight gets ingested and shapes how Scout operates.”
Within the Scout ecosystem, there are various ‘agents’ dedicated to different tasks, such as labour optimisation and inventory management. However, the ‘452 agent’ is unique.
"It has vision and voice capabilities. As you walk through operations, it analyses images and observations in real time and evaluates them against our hospitality standards. It acts as a co-pilot for auditors and operators, making observations, offering insights, and matching them with best practices and solutions.
“You might miss something as a human, but Scout won’t.”
Scout in action
The deployment of Scout is already producing tangible outcomes, progressing from theoretical ideas to solving complex on-site issues. This highlights SSA’s focus on turning insights into action by combining data, technology, and human connection.
McNicholas emphasises that the team is "continually evolving Scout by testing it across multiple attractions," noting that "every new site adds more data and sharper insights.”
Stover offers an example of Scout’s operational intelligence in action from a working session with the Detroit Zoo. The team was exploring a complex “what-if” scenario: opening a new entrance near a new exhibit while navigating compliance considerations, budget constraints, and a nearby rail track.
“Using Scout as a sandbox alongside their team, we pressure-tested the constraints, surfaced relevant regulatory considerations, explored alternative approaches like repurposed shipping containers, and generated rough-order cost ranges. It was less about committing to a final plan and more about accelerating discovery.”
“What’s exciting is that every audit surfaces a new real-world question, and we ask: Should this become a new sub-agent? That’s how Scout keeps evolving.”
Another success story comes from the Dallas Zoo, where Scout was instrumental in helping the zoo team explore their own AI journey while SSA conducted an inter-department relationship audit.
Scout is tailored to each user’s psychology
What makes Scout different from typical business AI tools is its incorporation of behavioural psychology. Acknowledging that strong operations don't happen by accident, SSA has combined leadership development with its technological roadmap.
Stover, whose background is in people and culture, insisted that if they were to create co-pilots, they had to understand the humans who would use them. So, instead of providing generic recommendations, Scout adapts its guidance to each leader's thinking and communication style.
"One of the first things we decided was that if we were going to build AI co-pilots, they needed to integrate Behavioural Essentials," Stover says. "We already use behavioural assessments that give leaders a 21-point profile, with strengths, tendencies, and blind spots. We’ve now incorporated that into Scout.”
This means that when a manager logs into Scout, the system is tailored to their specific personality profile.
"It understands how I communicate, where I might need softer language, or where I might need more structure," Stover says.
He adds that McNicholas served as the ‘guinea pig’ for this feature:
"We merged his traits and blind spots into Scout as he was working through our future roadmap. Scout isn’t just an AI tool; it understands your psychological makeup and helps cover your blind spots as you operate in your role.”
The future of the workforce
A common concern about AI is the risk of job displacement. However, SSA’s leadership firmly states that their investment in technology aims to safeguard, not eliminate, their workforce.
"As CEO, culture is my responsibility, and culture starts with values," McNicholas says. "Hospitality, human-to-human interaction, has always been our foundation. I don’t want a world of all robots and automation. I love people too much.
“That’s why Scout exists. It helps us live what we love to do: creating special moments for people.”
Stover shares this view, considering AI as a safeguard against the decline of interpersonal skills observed in other industries:
"We have to be proactive in shaping the future. Many companies will use AI purely to impact the bottom line. That’s their choice. But SSA has always been people-focused. We’re adopting AI safely and intentionally to better our people. As interpersonal skills decline elsewhere, we’re protecting them by freeing people up to reconnect.”
The efficiency gains are clear. Stover notes that tasks like scheduling, which previously took hours to analyse against weather and sales history, now happen in seconds. "That frees managers up to spend time with their team. That’s the point.
“We’re hospitality people. We want to be in front of guests, not behind a screen.”
A vision for 2030
Looking ahead, SSA has set bold goals for the next five years. As the company approaches its 60th anniversary in 2030, the vision is for a fully enabled workforce where each employee has a digital partner.
"By 2030, every person in our company will have a co-pilot that helps them be more efficient," predicts McNicholas. "We’ll also bring a unified revenue strategy to attractions, something the industry lacks.”
He also believes the metrics of success are shifting. It is no longer enough to simply count heads at the gate:
"The future metrics won’t just be attendance. They’ll be revenue, guest experience, and fulfilment," he says.
"There’s more competition than ever, and we have to be the place where guests leave thinking, 'That felt right.' To do that, our people need tools like Scout so they can spend more time creating those moments.
“That’s how we reimagine the industry.”
The future of hospitality
Summing up the benefits, COO Travis Kight says:
"AI is the future of hospitality, but not in the way most imagine. We see AI as a co-pilot, not a replacement, designed to protect the human connection that defines our industry.
“Tools like Scout allow us to turn data into real-time insights, freeing our teams from repetitive tasks so they can focus on creating unforgettable guest experiences.
"As Sean mentioned, by 2030, our vision is for every team member to have a digital partner that amplifies their strengths, covers blind spots, and helps us deliver hospitality at a level the industry has never seen.
“AI isn’t about automation. It’s about empowerment.”
As SSA Group looks towards the attractions of tomorrow, its message is clear: the path to the future is built on data, but the goal remains human connection.
By anchoring Scout in 452 Hospitality's philosophy of creating meaningful, human-centred moments, SSA isn’t just adopting AI for efficiency. It’s enhancing its ability to deliver heartfelt experiences that define its brand and shape the future of the guest experience.
"That’s the foundation of Scout," Stover says. "If a tool doesn’t protect hospitality or make us better people-facing operators, it doesn’t get built.”
After more than three years of work, Elephant Valley is opening at the San Diego Zoo Safari Park today (5 March).
The project is the largest and most transformative in the San Diego Zoo Wildlife Alliance's 109-year history.
The new experience on a 13-acre site will provide an up-close viewing of the park’s herd of eight endangered African savanna elephants – Swazi, Ndlula, Umngani, Khosi, Zuli, Mkhaya, Nisa, and Kami.
Named the Denny Sanford Elephant Valley after its lead donor, the habitat is designed as a dynamic savanna and features more than 350 rare and endangered African plants to replicate the sights, sounds and smells of Africa's ecosystems.
It also serves as a bridge between the zoo's scientific work in San Diego and its elephant conservation initiatives across the African savanna.
At the heart of Elephant Valley is Mkutano House, a two-story restaurant featuring three distinct dining destinations: Mkutano, Ona Lounge, and Tu Grill.
Shawn Dixon, president and CEO of San Diego Zoo Wildlife Alliance, said last year: "Denny Sanford Elephant Valley's innovative design celebrates the world's largest land mammal and the communities that coexist with them.
"Every detail of this habitat has been purposefully designed to reflect the elephants' natural environment, supporting their well-being while inspiring meaningful connections."
San Diego Zoo Safari Park is one of several zoos investing in enhanced elephant habitats, alongside projects such as Elephant Trek at the Cincinnati Zoo and Botanical Garden.
Elephants in zoos across the world remain a controversial topic, with some organisations no longer keeping the animals.
The San Diego Zoo and its safari park are fully accredited by the Association of Zoos and Aquariums (AZA), which has specific rules and guidelines for keeping elephants.
Dan Ashe, AZA’s president and CEO, told the San Diego Union-Tribune the association is committed "to managing elephants as elephants, in multi-generational herds, and allowing them the space and the opportunity to do what they want to do, to behave as elephants and as elephants do in nature".
He said zoos will likely look at the San Diego Safari Park's new habitat "and say, 'Wow, look what they're doing, can't we do that?'"
Images courtesy of the San Diego Zoo Wildlife Alliance
Via News 4 San Antonio, Tim Morrow, president and CEO of San Antonio Zoo, said: "ZooBand reflects our commitment to continually improving the guest experience.
"It’s a benefit included with membership that makes visits more convenient for families, empowers kids to engage with the zoo in new ways, and allows members to focus on what truly matters – spending time together while connecting with wildlife."
Free ZooBands for members
When it comes to purchases at the zoo, guests can use the wearable devices to buy food, beverages and merchandise.
Additionally, members with a ZooBand can access special perks, bonuses and exclusive offers.
Members can collect their ZooBands at guest services, located just inside the zoo's entrance, or at Hippo Viewing inside the zoo.
The San Antonio Zoo had already moved to a cashless payment system, with non-members able to use "card-to-cash" kiosks throughout the attraction.
With cash-free transactions, guests can enjoy shorter lines at ticket counters, restaurants and retail outlets, as well as a contactless experience.
In addition, removing cash from the zoo helps to prevent theft and loss, ensuring a safer environment for guests and staff.
FuseMetrix, a leisure management software provider, has announced that it has received a strategic growth investment from Azlin Software, a vertical software platform that acquires and grows mission-driven B2B software companies over the long term.
With this investment, the Milton Keynes-based company further strengthens its dedication to delivering the most comprehensive, innovative, and trusted software in the sector to support the daily operations of leisure operators across the UK and worldwide.
Annalise Dragic, co-CEO of Azlin Software, says: "Leisure and attraction businesses deserve better software and FuseMetrix is delivering it.
"Their product addresses a broader range of needs than any other solution in the market, offering a truly integrated ‘all-in-one’ platform. Beyond just the product, this is a team that genuinely cares about their customers and treats their own people right.
"The combination of an excellent product, a mission-driven culture, and the opportunity for growth is exactly what we look for. We're thrilled to be a values-aligned long-term partner in their future growth.”
Setting the industry standard
Leisure operators are facing a difficult environment due to increasing operational costs and evolving visitor expectations. And dealing with disjointed systems that require manual workarounds can add to these challenges.
FuseMetrix's cloud-based platform combines online booking, ePOS, finance, CRM, HR, and more into a single, integrated system that can be securely accessed through any browser, in any location. With this, operators can spend less time managing disconnected tools and more time delivering exceptional visitor experiences.
With Azlin Software’s investment, the company is now well placed to build on its 20-year foundation, strengthen its operations, expand its team to meet growing client demand, and deliver new features that keep the platform at the forefront of the sector.
The FuseMetrix team
Notably, its core leadership remains unchanged. Darren Darkins and Callum Knight will continue as CEO and sales director, while FuseMetrix founder, Matthew Ballinger, remains chairman.
"We are delighted to partner with Azlin Software to accelerate our growth," says Ballinger. "Since founding FuseMetrix over two decades ago, we have taken great pride in delivering a high-quality product backed by dependable, personal service.
"Azlin Software’s long-term investing approach gives our customers real confidence in the enduring strength of FuseMetrix."
Darkins says: "We are excited to partner with Azlin Software given their expertise in vertical software and their clear alignment with our mission: to build the most innovative, trusted software platform for leisure businesses, setting the industry standard.
"The future of the leisure and attractions sector is exciting, and this partnership allows us to enhance our product and expand the community of operators we support."
Making exceptional leisure experiences effortless
FuseMetrix powers some of the best-known businesses in the UK, such as Go Ape, Zip World, and Twycross Zoo. This strategic investment will accelerate its growth in the leisure and attractions industry.
The platform is designed to support the full breadth of the sector, from farm attractions and FECs to zoos and museums. In 2025, FuseMetrix processed more than 20 million online bookings on behalf of operators.
Building on this success, the company will be expediting product development in key areas.
It plans to increase support for self-service journeys, add functionality for F&B and retail management, and focus on advanced dynamic pricing capabilities, intelligent capacity-based opening controls, and AI-assisted insights within reporting and operational tools.
Together, these developments will help operators increase revenue, streamline operations, and continue to create outstanding experiences for their guests.
Doug Garden, finance director at Go Ape, says: "The team at FuseMetrix have been strong partners since we moved to their platform.
"With the new investment and continued strategic focus on the leisure sector, we’re excited to see how they continue to evolve the platform for the benefit of both existing customers and future operators.”
This investment reflects confidence in the company's current success and a pledge to develop FuseMetrix over the long-term.
Existing clients will benefit from a stronger partner invested in their long-term success, while operators considering adopting the platform can look forward to a growing community driven by purpose-built software, practical service, and a shared vision to make excellent leisure experiences effortless.
Verity McGuire
John Penny
The FuseMetrix team