Case Study: City Unscripted achieves scalable, personalized customer journeys with ActiveCampaign

City Unscripted - Customer Case Study

City Unscripted is a travel company that pairs guests with local hosts for tailored walking experiences across 41 cities in 23 countries. As they scaled, they outgrew MailChimp and needed a more capable, automation‑friendly email platform to support ambitious growth and deliver more relevant, timely communications.

By moving to ActiveCampaign and integrating Survicate, City Unscripted now sends segmented newsletters, city‑specific welcome offers and date‑based automations that touch customers throughout the lifecycle; surveys are sent at the right time and responses feed back into automations to determine next steps. The result is a more personalized customer journey, stronger engagement and high satisfaction — with guests overwhelmingly promoters (NPS 84.6).

City Unscripted