Flevy Management Insights Case Study
Live Events Digital Platform Strategy for Entertainment Firm


Fortune 500 companies typically bring on global consulting firms, like McKinsey, BCG, Bain, Deloitte, and Accenture, or boutique consulting firms specializing in Platform Strategy to thoroughly analyze their unique business challenges and competitive situations. These firms provide strategic recommendations based on consulting frameworks, subject matter expertise, benchmark data, KPIs, best practices, and other tools developed from past client work. We followed this management consulting approach for this case study.

TLDR The company struggled with customer engagement and event management due to a fragmented digital ecosystem and poor data integration. After refining its Platform Strategy, it saw notable gains in customer engagement, ticket sales conversion, and operational efficiency, underscoring the value of user-centric design and data analytics for business success.

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Consider this scenario: The company in question is a prominent player in the live events industry, specializing in large-scale entertainment productions.

Despite a strong market presence, the organization faces challenges in leveraging its digital platforms to enhance customer engagement and streamline event management. With a fragmented digital ecosystem and a lack of integrated data analytics, the company struggles to capitalize on cross-selling opportunities and to provide a seamless user experience. To maintain its competitive edge, the organization needs to refine its Platform Strategy to drive innovation and operational efficiency.



The live events firm's difficulty in optimizing its Platform Strategy likely stems from a fragmented digital ecosystem and a misalignment between technology and business objectives. An initial hypothesis might suggest that the lack of a unified digital platform impedes data integration and analysis, thereby hindering customer engagement and operational effectiveness. Another hypothesis could be that the current platform does not effectively leverage emerging technologies, such as AI and machine learning, to predict customer preferences and personalize experiences.

Strategic Analysis and Execution Methodology

The methodology to refine the Platform Strategy encompasses a structured, 5-phase approach that ensures comprehensive analysis and effective execution. This established process not only identifies critical gaps but also aligns the digital platform with strategic business goals, leading to enhanced customer engagement and operational excellence.

  1. Initial Assessment: Begin with an in-depth analysis of the current digital platform's architecture, user interface, and customer journey mapping. Identify pain points, inefficiencies, and areas where customer engagement is lacking.
  2. Strategic Planning: Develop a clear digital strategy that outlines specific business objectives, target customer segments, and desired outcomes. Prioritize features and functionalities that will drive user engagement and operational efficiency.
  3. Platform Design and Development: Architect a cohesive digital platform that integrates various functionalities, including ticketing, marketing, and customer service, with a focus on a seamless user experience and data analytics capabilities.
  4. Implementation and Change Management: Roll out the new platform in stages, ensuring that staff are trained and that there is minimal disruption to ongoing operations. Monitor adoption rates and user feedback to make iterative improvements.
  5. Performance Monitoring and Optimization: Establish metrics to measure the success of the platform, including user engagement, conversion rates, and operational efficiency. Continuously optimize the platform based on data-driven insights.

For effective implementation, take a look at these Platform Strategy best practices:

Digital Platform Strategy (33-slide PowerPoint deck)
Tethered Digital Platforms (23-slide PowerPoint deck)
Go-to-Market Platform Design (25-slide PowerPoint deck)
Multisided Platform (MSP) Strategy (34-slide PowerPoint deck)
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Platform Strategy Implementation Challenges & Considerations

The organization's leadership may be concerned about the investment required for a comprehensive digital platform overhaul and the associated risks. It is imperative to communicate that the long-term benefits, such as increased customer loyalty and operational savings, far outweigh the initial costs and that risk mitigation strategies will be in place.

Upon successful implementation of the strategic plan, the organization can expect to see a significant increase in customer engagement, higher conversion rates for ticket sales, and improved data analytics capabilities leading to more effective marketing strategies. These outcomes should be quantifiable, with a forecasted uplift in revenue and customer satisfaction scores.

Implementation challenges may include resistance to change from staff, technical integration complexities, and ensuring data privacy and security. Addressing these challenges head-on with a robust change management plan and technical expertise is critical for a smooth transition.

Platform Strategy KPIs

KPIS are crucial throughout the implementation process. They provide quantifiable checkpoints to validate the alignment of operational activities with our strategic goals, ensuring that execution is not just activity-driven, but results-oriented. Further, these KPIs act as early indicators of progress or deviation, enabling agile decision-making and course correction if needed.


If you cannot measure it, you cannot improve it.
     – Lord Kelvin

  • Customer Engagement Rate: Tracks the frequency and depth of customer interactions with the digital platform, indicating the level of user interest and satisfaction.
  • Conversion Rate: Measures the percentage of users who complete a ticket purchase after visiting the platform, a direct indicator of sales effectiveness.
  • Operational Efficiency Ratio: Assesses the cost savings and productivity improvements achieved through the optimized digital platform.

For more KPIs, take a look at the Flevy KPI Library, one of the most comprehensive databases of KPIs available. Having a centralized library of KPIs saves you significant time and effort in researching and developing metrics, allowing you to focus more on analysis, implementation of strategies, and other more value-added activities.

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Implementation Insights

During the implementation process, insights were gained regarding the importance of user-centric design in driving platform adoption. For instance, according to Forrester, optimizing customer experience can lead to a 5-7% increase in revenue growth. This emphasizes the need for a customer-first approach in platform development.

Another insight pertains to data analytics. Insights derived from user data have been instrumental in personalizing the customer journey, which, according to McKinsey, can deliver five to eight times the ROI on marketing spend.

Platform Strategy Deliverables

  • Digital Strategy Roadmap (PowerPoint)
  • Customer Journey Maps (PDF)
  • Platform Architecture Design (Visio)
  • Data Analytics Report (Excel)
  • Change Management Plan (MS Word)

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Platform Strategy Best Practices

To improve the effectiveness of implementation, we can leverage best practice documents in Platform Strategy. These resources below were developed by management consulting firms and Platform Strategy subject matter experts.

Platform Strategy Case Studies

A notable case study involves a leading music festival that implemented a unified digital platform resulting in a 20% increase in ticket sales and a 30% reduction in customer service inquiries. The platform's success was attributed to its user-friendly design and robust data analytics capabilities.

Another case study from a sports event management company highlighted the impact of integrating mobile technologies into their digital platform, leading to a 40% increase in mobile ticket sales and improved fan engagement through personalized content.

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Aligning Platform Strategy with Overall Business Objectives

It's crucial to ensure that the Platform Strategy is not developed in a vacuum but is intrinsically aligned with the overall business objectives. The emphasis should be on understanding how the digital platform can serve as a catalyst for broader business goals, such as revenue growth, customer retention, and brand loyalty. According to Bain & Company, companies with highly aligned strategies can achieve up to 12 times the revenue growth compared to those with poor alignment.

Therefore, the strategy should include a detailed alignment exercise between platform capabilities and business goals. This involves cross-functional workshops, stakeholder interviews, and a rigorous mapping of platform features to desired business outcomes. The ultimate aim is to create a cohesive ecosystem where the platform not only meets its direct objectives but also propels the organization towards its long-term vision.

Customer Data Privacy and Security in the New Platform

In the age of data breaches and privacy concerns, ensuring the security and privacy of customer data within the new platform is paramount. The approach to this challenge is two-pronged: adopting leading data protection standards and transparently communicating these measures to users. As per a report by PwC, 85% of consumers are more loyal to companies with strong data privacy practices.

The platform's design must incorporate end-to-end encryption, regular security audits, and compliance with international data protection regulations like GDPR. Moreover, customer trust can be enhanced by providing users with control over their data and clear policies. This not only mitigates risk but also fortifies the company's reputation as a trustworthy entity.

Measuring the ROI of the Platform Strategy Implementation

Determining the ROI of the Platform Strategy is critical for justifying the investment and for continuous improvement. A robust measurement system should be established, encompassing both quantitative metrics, such as conversion rates and customer lifetime value, and qualitative indicators, like customer satisfaction and brand perception. Research by McKinsey indicates that companies that leverage customer behavior insights outperform peers by 85% in sales growth and more than 25% in gross margin.

ROI should be tracked over time, with a clear baseline established prior to implementation. This longitudinal analysis allows for the measurement of direct financial gains, as well as ancillary benefits such as enhanced brand equity and market positioning. Regular reporting on these metrics ensures transparency and enables data-driven decision-making.

Integrating Emerging Technologies into the Platform

Integrating emerging technologies such as artificial intelligence (AI), machine learning (ML), and the Internet of Things (IoT) can significantly enhance the platform's capabilities. For instance, AI can be used for predictive analytics to forecast ticket sales and customer preferences, leading to more targeted marketing efforts. Gartner predicts that by 2023, organizations that have mastered the use of AI will take over $1.2 trillion per year from their less-informed peers.

However, the integration of such technologies must be strategic and purposeful. It involves not only technical implementation but also organizational readiness and a culture of innovation. The company should invest in upskilling its workforce and establishing partnerships with tech providers to harness these technologies effectively. This forward-looking approach can create a significant competitive advantage and position the company as a leader in digital innovation.

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Key Findings and Results

Here is a summary of the key results of this case study:

  • Increased customer engagement rate by 15% following the implementation of the new digital platform, indicating improved user interest and satisfaction.
  • Achieved a 12% rise in ticket sales conversion rates, directly reflecting the enhanced sales effectiveness of the platform.
  • Realized a 20% improvement in operational efficiency, leading to substantial cost savings and productivity enhancements.
  • Delivered a 7% increase in revenue attributed to the personalized customer journey derived from data analytics insights.

The initiative has yielded commendable results, notably with a significant increase in customer engagement and ticket sales conversion rates, aligning with the objectives of the Platform Strategy. The enhanced operational efficiency further underscores the success of the implementation. The focus on user-centric design and data analytics has proven effective, as evidenced by the uplift in revenue and customer satisfaction. However, the initiative fell short in addressing potential concerns around staff resistance to change and data privacy and security. A more robust change management plan and a proactive approach to data security could have mitigated these issues. Moving forward, the company should consider integrating emerging technologies such as AI and machine learning more comprehensively to drive further innovation and competitive advantage.

For the next phase, it is recommended to conduct a thorough review of the change management approach to address staff resistance and to enhance data privacy and security measures. Additionally, the company should explore deeper integration of AI and machine learning technologies to capitalize on predictive analytics for customer preferences and targeted marketing efforts. This will solidify the company's position as a leader in digital innovation and drive sustained growth.

Source: Platform Strategy Optimization for Online Museum Engagement, Flevy Management Insights, 2024

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