Case Study: Ticketmaster achieves personalized fan experiences at scale with Salesforce

Ticketmaster makes the world a stage with Salesforce

Ticketmaster, a global leader in live-event ticketing that sells hundreds of millions of tickets annually and serves more than a billion site visits, needed to scale smarter, faster, and more personalized fan experiences. Growth exposed fragmented systems—purchase confirmations, password resets, and customer data lived in silos—making it hard to deliver consistent, timely communications and service across channels.

By adopting Salesforce (Marketing Cloud, Service Cloud, Platform and Lightning), Ticketmaster unified customer data, created personalized cross‑channel journeys, and gave service agents a 360° view for consistent “white‑glove” support. The platform enables real‑time messaging to millions of fans (about 40 million communications weekly), improved sales engagement with unified client insights, and unlocked faster innovation through AI and machine‑learning.

Ticketmaster

Justin Burleigh

Chief Product Officer