Hoyts Advances Mobile-First Strategy to Enhance Customer Experience

What's Happening?

Hoyts, a prominent cinema chain, is advancing its mobile-first strategy to improve customer experiences through digital and mobile platforms. Chief Technology Officer Adam Wrightson emphasized the importance of self-service channels, noting that three-quarters of movie ticket transactions now occur through these avenues. Hoyts has redeveloped its mobile app with the assistance of Chook Digital, the same agency that revamped its website in 2023. The app and website share architectural features, built on an Azure stack and utilizing a microservices-based architecture. Wrightson highlighted the balance between internal and external resources in achieving successful digital transformation, focusing on customer satisfaction as reflected in app ratings and support tickets.

Why It's Important?

Hoyts' focus on a mobile-first strategy reflects broader industry trends where businesses prioritize digital transformation to meet evolving consumer expectations. By enhancing self-service capabilities and personalizing customer interactions, Hoyts aims to increase customer satisfaction and loyalty. This approach can lead to operational efficiencies and potentially higher revenue as customers increasingly prefer convenient, digital-first experiences. The strategy also positions Hoyts competitively within the entertainment industry, where digital engagement is crucial for attracting and retaining customers.

What's Next?

Hoyts plans to further personalize customer experiences by tailoring content and offers to individual preferences. This initiative will involve significant focus on personalization strategies to streamline the customer journey. As Hoyts continues to refine its digital platforms, it may explore additional technological innovations to enhance user engagement and operational efficiency. The success of these efforts could set a precedent for other companies in the entertainment sector to adopt similar digital-first strategies.

Beyond the Headlines

Hoyts' digital transformation journey highlights the growing importance of technology in reshaping traditional industries. The move towards personalized, mobile-first experiences may influence broader shifts in consumer behavior, encouraging other sectors to prioritize digital engagement. This trend underscores the need for businesses to adapt to technological advancements to remain relevant and competitive in a rapidly changing market.