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A leading sports and entertainment provider running a complex portfolio of venues and festivals across Europe needed help to maintain its best-in-class service offering in the face of increasing competition and changing customer needs.

We worked together to develop a European customer strategy, developing a rich tapestry of insights into consumer needs, from direct consumer research (with more than 6,000 respondents), a detailed market trends analysis, and a scan of best practice across sectors. We conducted in-depth interviews with 40 stakeholders across the business and mapped an end-to-end customer journey to showcase current pain points.

Our work culminated in a Europe-wide strategic framework which focused on doing the basics brilliantly, creating memories and measuring what matters, supported by 120 recommended improvement opportunities to inform investment and sponsorship decisions.

Summary of work

  • Customer strategy
  • Customer insight
  • Experience design
  • Improvement identification