-
9x
increase in in-app revenue with modernized and connected digital journeys -
91%+
accuracy of predictive AI intelligence to drive targeted campaigns, offers, and CX -
20%
Year over year growth of new products and a new subscription business model
The challenge
With changing customer needs, Tivoli Gardens needed a seamless digital experience to drive retention, revenue, and engagement. They faced:
An outdated business model: Annual pass sales remained unchanged for 175 years, with no incentives to drive year-round engagement or recurring revenue.
A lack of strategic CX vision: Vibrant in-person experiences clashed with outdated digital touchpoints, exposing an absence of a unified customer experience strategy.
Disconnected data and insights: Customer data lived in fragmented systems, making real-time personalization and meaningful customer experience evolution impossible.
An experience execution gap: Tivoli's magical in-park charm failed to translate online, creating a digital experience that didn't match customer expectations.
Siloed guest experiences: Tivoli guests experienced disjointed journeys due to siloed channels and data.
The approach
Merkle has worked as an end-to-end transformation partner with Tivoli to iteratively create and continuously improve an omnichannel, guest-centric ecosystem, including:
Business model innovation to launch new hybrid products and a subscription-based model, giving local families access to Tivoli's parks, musical events, and food halls.
A truly omnichannel experience, from pre-trip guided messaging to AR in-garden moments to post-visit email summaries that seamlessly integrate digital and physical touchpoints.
Custom business intelligence solutions powered by machine learning to predict customer churn and drive targeted campaigns, promotions, and offers that increase margins.
A complete technology overhaul delivering a modern, API-driven architecture that orchestrates CRM, customer experience, and commerce across all touchpoints including in-garden, web, app, and messaging.
The outcome
Tivoli’s transformation has elevated the guest experience. Visitors now enjoy seamless, consistent journeys, regardless of where they start or finish. With predictive intelligence, Tivoli can tailor communications to life stages, personalize content in real time, and proactively win back guests. And the reinvented annual pass program is turning one-off visits into long-term relationships that Tivoli can nurture using their robust data.
Together, Merkle and Tivoli will continue to evolve data maturity, personalization, and experience design to enchant guests everywhere like never before.
