Transforming the customer experience with Vue

Transforming the entertainment experience with Vue

Giving customers the star treatment
across every touchpoint.

Transforming the entertainment experience with Vue

Giving Customers the Star Treatment
across every Touchpoint.

OUR PARTNERSHIP WITH VUE

2015
Co-created transformation strategy, roadmap & business case

2015
Co-created transformation strategy, roadmap & business case
2016
Re-imagined myvue.com, resulting in an increase of 80,000 tickets in six months

2016
Re-imagined myvue.com, resulting in an increase of 80,000 tickets in six months
2017
Developed content and social strategy

2017
Developed content and social strategy
Developed iOS app with Quick Book and paperless ticketing

Developed iOS app with Quick Book and paperless ticketing
Launched personalized, actionable messaging across myvue.com

Launched personalized, actionable messaging across myvue.com
2018
Rolled out the European brand

2018
Rolled out the European brand
Increased sales via social channels by a record 85% YOY

Increased sales via social channels by a record 85% YOY
Recognized for Best Web Content Experience at Sitecore Experience Awards; enabled Apple Pay & Paypal

Recognized for Best Web Content Experience at Sitecore Experience Awards; enabled Apple Pay & Paypal
2019
Developed food & beverage pre-order POC in partnership with in-house fulfilment team

2019
Developed food & beverage pre-order POC in partnership with in-house fulfilment team
Deployed European campaigns

Deployed European campaigns
Created dynamic pricing POC, which was tested across venues to drive pre-booked tickets

Created dynamic pricing POC, which was tested across venues to drive pre-booked tickets
2020
Developed sub-brand campaign

2020
Developed sub-brand campaign
TODAY
Kept audiences entertained throughout COVID-19 while venues were closed, reaching 75% share of engagement vs. competitors

TODAY
Kept audiences entertained throughout COVID-19 while venues were closed, reaching 75% share of engagement vs. competitors

How do you stand out in a marketplace where your competitors have the same products and same marketing collateral?

That’s the challenge faced by the cinema industry. EPAM Continuum has been working with Vue since 2015 to reimagine the movie-going experience for its customers. We spent three months working with the executive team at Vue to co-create a three-year transformation strategy, roadmap, business case, enterprise architecture and underpinning capabilities that would help us deliver a truly differentiated proposition.

How do you stand out in a marketplace where your competitors have the same products and same marketing collateral?

That’s the challenge faced by the cinema industry. EPAM Continuum has been working with Vue since 2015 to reimagine the movie-going experience for its customers. We spent three months working with the executive team at Vue to co-create a three-year transformation strategy, roadmap, business case, enterprise architecture and underpinning capabilities that would help us deliver a truly differentiated proposition.

transforming the entertainment experience with vue history bg

Our vision

From the outset, our goal was to outpace the competition with innovation: breaking out of sector norms to redefine customer expectations of cinema. We would act like a disruptive start-up, focusing on the experience, usability and personality of the brand to create genuine differentiation.

Introducing the Big Screen Concierge

At the heart of our strategy is the idea of the Big Screen Concierge – the creation of digital services and tools that serve each customer in a way that is uniquely theirs. It differentiates in the marketplace by going beyond the movies themselves and instead focusing on the experience of going to the movies. We wanted to create a single, seamless Vue experience by building a service around a target segment of one.

Our vision

From the outset, our goal was to outpace the competition with innovation: breaking out of sector norms to redefine customer expectations of cinema. We would act like a disruptive start-up, focusing on the experience, usability and personality of the brand to create genuine differentiation.

Introducing the Big Screen Concierge

At the heart of our strategy is the idea of the Big Screen Concierge – the creation of digital services and tools that serve each customer in a way that is uniquely theirs. It differentiates in the marketplace by going beyond the movies themselves and instead focusing on the experience of going to the movies. We wanted to create a single, seamless Vue experience by building a service around a target segment of one.

Together, we have delivered a personal and frictionless customer experience

Our transformational work included:

•	Delivering a customer experience across web, app and kiosk that is pionDelivering a customer experience across web, app and kiosk that is pioneering in execution and premium in look and feeleering in execution and premium in look and feel
•	Developing a new streamlined booking journey, reducing purchase completion to a few steps
•	Creating a customer value management capability, where data is used to optimize messaging for each individual customer across every digital touchpoint
•	Building a robust platform that can handle 75,000 bookings per day, across 90 venues with over 1,000 screens and seat configurations

Together, we have delivered a personal and frictionless customer experience

Our transformational work included:

•

Delivering a customer experience across web, app and kiosk that is pioneering in execution and premium in look and feel

•

Developing a new streamlined booking journey, reducing purchase completion to a few steps

•

Creating a customer value management capability, where data is used to optimize messaging for each individual customer across every digital touchpoint

•

Building a robust platform that can handle 75,000 bookings per day, across 90 venues with over 1,000 screens and seat configurations

transforming the entertainment experience with vue history phone

Bringing the big screen experience to your small screen

We created an immersive and impactful design, ensuring the whole experience is unmistakably Vue–from what we do to what we say and how we say it.

Bringing the big screen experience to your small screen

We created an immersive and impactful
design, ensuring the whole experience is
unmistakably Vue–from what we do to what
we say and how we say it.

“We’ve been working with EPAM Continuum since 2015. In this time their commercial rigor, creativity and digital expertise has helped Vue launch a transformational programme of initiatives that have delivered a significant return on investment.

They are a smart, fun, patient and passionate bunch and we’re lucky we found them.”

Dominic Rowell
Group Executive Director – Commercial, Vue International

“We’ve been working with EPAM Continuum since 2015. In this time their commercial rigor, creativity and digital expertise has helped Vue launch a transformational programme of initiatives that have delivered a significant return on investment.

They are a smart, fun, patient and passionate bunch and we’re lucky we found them.”

Dominic Rowell
Group Executive Director – Commercial, Vue International

Creating ongoing, standout engagement with Vue through content & social

Differentiating your brand in a competitive market is tough. When you’re promoting exactly the same product as your competitors, using exactly the same materials, it’s even tougher.

We designed and implemented an integrated, multi-platform content strategy to not only distinguish Vue from competitors but drive ticket sales through digital channels.

We carved out a unique space in the market for the brand through tone, look and feel. Our dedicated ‘Vue Studio’–a team of producers, designers, copywriters, social media strategists and managers–delivers high-impact, fast turnaround content that drives engagement every single day.

Creating ongoing, standout engagement with Vue through content & social

Delivering high impact content that drives engagement every single day

From turning fans into superheroes with a Hollywood storyboard artist, to creating our version of Jumanji for Facebook Live (with Jack Black).

We help Vue think beyond posters and trailers to produce unique branded content, personalized campaigns and highly-targeted customer relationship management.

Each piece of content is designed to fit multiple channels, stand out and communicate the excitement of the big screen experience. All completed within a budget and production schedule that needs to flex and reprioritize as new titles arrive weekly.

By growing a loyal fan community, we reduced Vue’s dependency on the film slate and created a cohesive brand proposition that enhances the customer journey.

What’s more, we’re constantly interrogating data from every touchpoint to create insights on user behaviors to feed into future campaigns, and even influence which films are played in which venues.

We’ve seen a significant increase in brand awareness, social reach and engagement and a 220% increase in sales from social channels that continues to grow.