300% increase in loyalty program of large movie theater chain, thanks to the implementation of Auth0

In a little more than five decades, this large cinema chain has managed to consolidate its position as one of the largest in the world, with more than 800 theaters distributed in multiple countries. One of its key pillars has been the success of its loyalty program, which currently has more than eight million members. Thanks to this initiative, it has been able to reward customer loyalty with exclusive benefits, free tickets and discounts on food and beverages, which strengthen its brand-customer relationship.

A digital experience that needed to evolve

Despite its achievements, the loyalty program was beginning to show signs of wear and tear. Various frictions in its operation were limiting its performance and jeopardizing both member satisfaction and retention. The registration and login process was complex and unintuitive, which deteriorated the user experience and led to low conversion rates on digital channels.

In addition, the high operating costs derived from manual processes and the use of physical cards represented a significant burden. All this was compounded by security vulnerabilities, especially in account access and recovery.

Thus, the company understood that it was urgent to transform the digital experience and offer a seamless, secure and consistent interaction across all its channels: website, mobile app and kiosks.

Renewing loyalty through digital identity

With the goal of renewing its loyalty program and optimizing its digital ecosystem, the cinema chain identified Auth0 as a robust and flexible platform capable of meeting its identity and security challenges.

A transformation process was initiated based on the implementation of Auth0's Customer Identity Cloud. This solution allowed us to completely modernize identity management, achieving key advances in operational efficiency, fraud protection and personalization of the customer experience.

Comprehensive solution based on centralized digital identity

A comprehensive customer-centric identity management solution was designed and implemented using Auth0. This initiative led to a 300% growth in net new 300% growth in net new customer loyalty.

Reinforced security through robust validation.
Thanks to multifactor authentication (MFA), telephone numbers and e-mails were reliably validated, preventing unauthorized access and ensuring protection from the user's first contact.

✔ Highly personalized experiences.
With the centralization and reliability of user data, tailored experiences such as weekly challenges, benefits tailored to individual preferences, and personalized recommendations were enabled, resulting in a significant increase in average revenue per registered customer.

✔ Proactive protection against threats.
Advanced security mechanisms were incorporated, including automatic bot detection and blocking, suspicious IP filtering and robust protection against automated attacks, significantly raising the resilience of the platform.

✔ Unified and frictionless login.
Authentication flows across all digital channels (web, mobile app and kiosks) were customized and simplified, providing users with a consistent, fast and seamless login experience.

Centralized information and optimized analysis.
The consolidation of user information in a single platform was achieved, facilitating its monitoring, analysis and strategic decision making based on a comprehensive view of the client.

An optimized experience with measurable impact

The implemented solution allowed the consolidation of a personalized, agile and secure omnichannel experience, adapted to the specific preferences of each user. This drove a significant increase in adoption and active participation in the loyalty program, while optimizing operational scalability, facilitating rapid expansion into new markets. In addition, more effective marketing campaigns were activated, based on real customer behavior, which significantly increased their relevance and impact.

Main indicators of success: