Why Customer Experience Matters in the Arts — A First Note

In cultural organizations, success is often measured by ticket sales, reviews, and visibility. But at the heart of it all lies something even more powerful: the experience of the audience.

Customer experience (CX) in the arts is about more than a smooth ticketing process or a friendly welcome at the door. It’s about creating meaningful journeys — from the first moment someone hears about a performance to the memories they carry long after the curtain falls. We aim to create discussions, to evoke emotions both on and off stage, and therefore it’s increasingly important to implement CX in all strategic thinking and in everyday work inside the organizations.

This blog will explore how arts and culture organizations can harness CX to build stronger connections, deepen loyalty, and secure their place in a changing world.

I’ll be sharing insights, tools, and reflections from my work and learnings in this field.

Stay tuned — new posts are coming soon.

— Anne