How Fandango uses AI text analytics for customer and digital experience

Room 2 | 10:15 am - 10:45 am | Thursday, February 23, 2023

With more consumer entertainment choices than ever, staying top-of-mind and delivering an outstanding digital experience is critical for Fandango. Thier research team needed a way to quickly capture and understand customer feedback across its digital properties without lengthy, multi-question surveys.

In this presentation, you’ll learn how Fandango utilizes open-ended feedback across its research, using AI-powered text analytics from Canvs to efficiently, accurately and consistently turn unstructured text from open ends into critical insights that drive exceptional digital experiences. The presentation will highlight two example research projects at Fandango, one focused on post-purchase customer experience management and the other on testing and optimizing creative development.

Key takeaways:

  1. How analysis of open-ended feedback generates critical insights for Fandango.
  2. Using AI text analysis to automate the research process and accelerate time-to-insights.
  3. How Fandango uses research in its digital experience management programs.

Case Study Joint Presentation Technology


More sessions

See all sessions

Combining research tools with TikTok to better understand Gen Z

Entertainment marketing firm Trailer Park Group Strategy is refining our approach to youth consumer insights using data and research in combination with examples from across the TikTok landscape to build [...]


The key role of iterative insights in times of economic uncertainty

Everywhere we turn, there’s news of layoffs, fear of recession and continued inflation (eggs cost how much!?). This uncertain economic climate means it’s more critical than ever for brands to [...]


Contextual intelligence: Guiding business success by reframing business challenges and perceptions of people

Before Copernicus proved that the earth revolved around the sun, all astronomers used the wrong baseline assumption that the sun revolved around the earth so every observation and all their [...]