Case Study: Ticketmaster achieves personalized, real-time fan experiences at scale with Salesforce Marketing Cloud

Ticketmaster delivers live experiences at scale

Ticketmaster, a global leader in live-event ticketing with about 6,300 employees and nearly 500 million tickets sold annually, needed to deliver personalized experiences at massive scale — selling 15 tickets per second and serving over a billion site visits each year. Growth exposed fractured systems and siloed data (separate tools for purchase confirmations, password resets, etc.), making it hard to connect customer information and send timely, relevant communications to millions of fans.

By adopting Salesforce (Marketing Cloud, Service Cloud, and Lightning Platform), Ticketmaster unified customer data across marketing, service, and sales to power personalized journeys and real‑time messaging. Marketing Cloud drives targeted email and mobile outreach, Service Cloud gives agents a unified, productive view for “white glove” support, and Lightning provides a 360° client view and faster insights via AI/ML — enabling Ticketmaster to send millions of tailored messages weekly and better engage fans and event partners at scale.

Ticketmaster

Justin Burleigh

Chief Product Officer