Jeff Rajeck says, “In 2011, Disney World was facing declining customer satisfaction, falling revenues, and the prospect of becoming a ‘quaint’ tourist destination.

How did Disney pull itself out this and achieve record revenues in 2016? Digital transformation.

To update Disney World to the digital age, CEO Bob Iger secured a $1bn budget from the board and introduced the MyMagic+ wristband with radio frequency identification (RFID) chips build in.

These wearables serve as the park admission ticket, queue-jumping FastPass, hotel room key, and even a wallet. Customer experience vastly improved and now over 90% of visitors rate the park as ‘very good’ or ‘excellent’.“.

Five things to include in your digital transformation playbook

EConsultancy

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