Hoyts Advances Mobile-First Strategy with Enhanced Personalization

What's Happening?

Hoyts is focusing on enhancing its digital and mobile-first experiences for customers, aiming to improve personalization and self-service capabilities. Chief Technology Officer Adam Wrightson emphasized the importance of delighting customers and improving digital experiences. Currently, three-quarters of movie ticket transactions occur through self-service channels. Hoyts has redeveloped its mobile app with Chook Digital, the same agency that revamped its website in 2023. The app and website share architectural features built on an Azure stack using a microservices-based architecture. Wrightson highlighted the balance between internal and external resources, combining in-house expertise with external UX design and frontend development specialists. Customer satisfaction is gauged through app ratings and support tickets. The next steps involve further personalization of content and offers to align with customer preferences.

Why It's Important?

Hoyts' focus on digital transformation reflects broader industry trends where companies are increasingly prioritizing customer experience through technology. By enhancing personalization, Hoyts aims to meet evolving consumer expectations, potentially increasing customer loyalty and sales. This strategy could set a precedent for other companies in the entertainment sector, emphasizing the importance of integrating technology with customer service. The move towards self-service channels also indicates a shift in consumer behavior, preferring convenience and efficiency. As Hoyts continues to innovate, it may influence competitors to adopt similar strategies, impacting the entertainment industry's approach to digital engagement.

What's Next?

Hoyts plans to spend considerable time focusing on achieving greater personalization, which will lead to initiatives aimed at streamlining the customer journey. This could involve further integration of technology to enhance user experience and potentially expand their digital offerings. As Hoyts continues to refine its strategy, it may explore partnerships or technological advancements to support its goals. Stakeholders, including customers and industry peers, will likely monitor these developments closely, assessing their impact on customer satisfaction and business performance.