Improving the customer experience at the cinema

JEMS has been helping les Cinémas Pathé Gaumont for over 15 years to create and implement its entire digital ecosystem. 

Why create digital services? 

In 2001, Gaumont and Pathé merged their cinema operations under the les Cinémas Pathé Gaumont name. In France, the company operates 78 cinemas with a total of 796 screens and reaches 50 million admissions (2018 figures). Over the past 10 years, the cinema exhibition business has undergone profound restructuring: concentration of players, increased competition from alternative solutions with VoD platforms (Disney+, Canal+, Salto, OCS, Amazon Prime, Netflix…), home cinema equipment or torrent downloads. 

To counter this trend, exhibitors are investing more and more resources to improve the experience in theaters. The real issue is the customer experience. For more than 15 years, JEMS has been working with Pathé-Gaumont cinemas to progressively digitalize the customer experience. 

Implementation of the digital platform 

JEMS advised on and implemented this digital transformation. The objective is to improve the customer experience from the ticket purchase to the sharing of emotions. The IS architecture was completely rethought in order to integrate all the data flows and absorb the colossal load peaks during the release of a blockbuster. Today, 1 ticket out of 2 is sold on the website and the mobile application. 

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