Sylvan Esso plays Red Rocks, July 18, 2018. (Courtesy Kevin J. Beaty)

Leader in Entertainment Revamps XM for the Return of Live Shows

Our client is known for producing live events that connect fans with the artists that move them. After enduring an extended pause due to the COVID-19 pandemic, the entertainment company re-engaged in managed services with commonFont to better understand guest expectations.

The Challenge

Our client needed to quickly relaunch their survey program with key changes that supported new health and safety measures at concerts, festivals, and events. 

The Approach

Program design

Strategic updates to organizational hierarchy are a custom fit for the client’s new operational landscape.

Stakeholder facilitation

With key data points at their fingertips, the client’s XM team can respond to executive requests with precision and agility.

Training and enablement

commonFont trained new team members to support transitions in management.

The Results

Our team delivered a new survey tool that tied into the previously existing program, seamlessly incorporating updates without interfering with ongoing live social feedback capture.

Engaging with fan feedback early and often allowed the entertainment company to rewrite the script for the return of live events. Now, with continued executive buy-in, the survey program is expanding into new business units, allowing other departments within the organization to leverage guest feedback and data. 

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