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SXSW 2018

Measuring CX in Location-Based Entertainment

Most CX management involves working with a digital experience that consumers can engage with directly, or a physical product that can be taken home. With the rising popularity of location-based entertainment, there is a need to create and measure positive customer experiences that combine digital and physical without a traditional “take-home” product. In this session Sarah Marsh, CXO at THE VOID, will share what she’s learned about delivering customer satisfaction in this new, evolving segment.

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  1. How is customer success for location-based entertainment (LBE) currently measured?
  2. How do online components like online booking and onsite components like customer greeting play into the overall customer experience?
  3. What will customer success for LBE look like in the next 5-10 years?


  • Sarah Marsh, Chief Experience Officer, THE VOID


Sarah McDonough, Account Manager, Double Forte

Meta Information:

  • Event: SXSW
  • Format: Solo
  • Track: Brands & Marketing
  • Level: Intermediate
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