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Volume 23 No. 33
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Secret Identity: Behind the scenes with the NFL’s League Observation Program

Secret shoppers track everything that happens at a stadium on game day to better understand — and enhance — the fan experience.
The massive scoreboards at M&T Bank Stadium didn’t alert fans to Lamar Jackson’s record-setting run until after Baltimore’s offense had left the field. Photo: getty images W ith eight and a half minutes remaining in the first quarter of a “Thursday Night Football” matchup b...

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