For over 90 years, Disney has prided itself on producing magical guest experiences that few can match. But in the mid-2000s, as ticket prices climbed and lines lengthened, the sparkle on Disney’s customer experience began to fade.
In response, Disney created an exploratory team called the Next Generation Experience project. Focusing on creating “more immersive, more seamless, and more personal experiences for each and every guest,” the team has four goals: Driving operational efficiency; transforming the customer experience; personalization through connected products, and enhancing interactivity across channels.
Written by The Leadership Network ®