Industry: Communications, Media, and Entertainment | Services: Business Process as a Service, Content Services, Digital CX
Client Overview
One of the largest US-based movie theater chains with a strong global presence, this client operates hundreds of theaters across North America and international markets. With millions of guests annually, the company sought to deliver more personalized, data-driven engagement to strengthen loyalty and drive revenue
The Challenge
Driving Engagement in a Competitive Entertainment Market
The client faced declining engagement rates and increasing costs associated with traditional marketing campaigns. Manual campaign management limited scalability and personalization, while fragmented systems prevented a unified customer experience. The organization needed a modern solution to streamline campaign execution and deliver personalized engagement at scale.
Sutherland Solution
Intelligent Campaign Management and Digital CX Transformation
Sutherland implemented a digital-first campaign management solution, powered by advanced analytics and automation. By centralizing customer data and leveraging predictive insights, Sutherland enabled the client to launch highly targeted campaigns with reduced turnaround time. Automation streamlined workflows, while analytics optimized engagement strategies to improve ROI.
The Outcome
Higher Engagement, Lower Costs, and Stronger Customer Loyalty
Through Sutherland’s partnership, the client achieved a 35% increase in customer engagement, which directly boosted loyalty and ticket sales. Marketing costs decreased due to streamlined operations and smarter targeting. The integrated campaign management model delivered personalization at scale, creating stronger connections with moviegoers across markets.
KEY OUTCOMES
Increase in customer engagement rates
