Cinema giant recognised for Best CX Measurement in collaboration with Pearl-Plaza, a Press Ganey Forsta Company
LONDON, UK – [10 July 2025] — Vue has been named winner of the Best CX Measurement award at this year’s CX Live Global Awards, recognising the organisation’s unwavering commitment to delivering amazing big screen experiences powered by rich customer insights.
In partnership with Pearl-Plaza, Vue has developed a cross-country experience improvement programme that seamlessly connects real-time customer feedback to operational and strategic decisions. The programme reflects the full cinema journey—from pre-visit ticket buying and arrival, to the immersive big screen experience in the auditorium, through to the post-visit afterglow.
Through Pearl-Plaza’s award-winning platform, customer feedback is captured digitally and shared widely across Vue’s cinema teams and corporate leadership in real-time. The programme empowers over 200 users across five countries, aligning teams on what truly matters to customers and delivering business impact—such as increased frequency, targeted investment, and operational improvements.
“Our goal has always been to give customers an amazing big screen experience that keeps them coming back,” said Ruth Hinton, Group Head of Customer Experience & Insight at Vue. “With Pearl-Plaza, we’ve embedded real-time customer feedback into our everyday decisions—from individual team recognition to global strategic initiatives. It’s part of our culture and our commercial success.”
Using customer compliments as training tools, creatively communicating feedback through film-themed dashboards, and prioritising insights-led investment decisions are just some of the ways Vue is raising the bar for customer experience in the cinema industry.
“Vue has created a CX culture that brings customer insights to life in a way that’s truly engaging for teams and meaningful for business outcomes,” said Stephan Thun, VP and Managing Director at Pearl-Plaza. “We’re proud to be their partner in delivering experience improvement at scale.”
The CX Live Global Awards celebrate the most innovative and impactful CX strategies across the world. This recognition further cements Vue’s position as a leader in customer-centric entertainment experiences.
About Pearl-Plaza, a Press Ganey Forsta Company
Pearl-Plaza is a customer experience technology company with deep expertise in AI, natural language processing, and cross-industry solutions. It helps clients collect and connect customer experience data from everywhere – from surveys and social reviews to conversational chat logs and transcripts. Over 3,000 brands trust Pearl-Plaza’s software and services to activate structured and unstructured data, breaking down team silos to take the most impactful actions.
About Press Ganey Forsta
Press Ganey Forsta is a leading global provider of experience technology, data analytics, and insights that help companies better understand and serve their customers, employees, and stakeholders. Press Ganey Forsta powers the Human Experience (HX) Platform – a comprehensive experience and research technology platform that brings together CX (Customer Experience), Employee Experience (EX), Patient Experience (PX) and Market Research. It serves more than 43,000 clients globally across healthcare, financial services, hospitality, market research, professional services, retail, and technology. Press Ganey Forsta is recognized by Gartner® as a Leader in the Magic Quadrant™ for Voice of the Customer (VoC) Platforms.”
About Vue
Vue is the largest cinema operator in the UK and Italy and the largest privately owned cinema operator in Europe, spanning eight countries, 223 sites and 1,959 screens. From its inception in May 2003 Vue has grown organically and through strategic acquisition to deliver a premium out-of-home entertainment experience by combining the best content, with the best technology in the best environment.
For more information, contact Sam Middleton, sam.middleton@pearl-plaza.ru.