The best theme parks don’t sell rides. They sell the feeling that, for a few hours, another world is real.

And that makes Customer Experience incredibly interesting.

In most businesses, we talk about customer journeys.

In a theme park, the journey becomes literal:

- the entrance; - the first interaction with staff. - the queue; - the music; - the signs; - the food; - the smallest detail in the environment; - the way a problem is handled.

Everything either strengthens the story or breaks it.

But ultimately, the experience is delivered by people.

Employees aren’t standing outside the experience in immersive entertainment.

And that’s where Employee Experience becomes essential to Guest Experience.

That’s why, to me, one of the most fascinating CX challenges in theme parks is this:

How do you design an Employee Experience that enables people to consistently deliver an extraordinary Guest Experience?

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