Merlin Entertainments Elevates the Guest Experience Across Its Global Attractions with NiCE CXone
Merlin Entertainments is leveraging NiCE CXone to power AI-driven guest experiences across its global portfolio of more than 140 attractions in 24 countries, including LEGOLAND Resorts, Madame Tussauds, and SEA LIFE. Over the past year of the deployment, Merlin's 'Likely to Recommend' score rose from 8.3 to 9.3, CSAT for helpfulness improved from 8.3 to 9.4, issue resolution rates climbed from 75% to 95%, and call answer rates rose from 78% to 93%.
Key figures
- Call answer rate
- rose from 78% to 93%
- Csat helpfulness
- rose from 8.3 to 9.4
- Merlin attractions
- more than 140 across 24 countries
- Merlin guests 2025
- 60500000
- Issue resolution rate
- improved from 75% to 95%
- Nice country coverage
- 150+ countries
- Likely to recommend score
- increased from 8.3 to 9.3
AI analysis
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