2025 Scanned

This year, we powered some of the UK’s most exciting and high-profile events, delivering seamless ticketing experiences at scale while raising the bar for what great customer service looks like. Our commitment to real humans, smart automation, and rapid support helped drive some of the highest customer review scores in the country.

Alongside this, our marketing campaigns helped major events sell more tickets, reach new audiences, and create lasting impact, while our data-led approach unlocked real value for partners. But beyond the numbers, 2025 was about collaboration: building meaningful partnerships, supporting brilliant teams, and meeting inspiring people who care deeply about live experiences.

But 2025 wasn’t only about performance. It was also the year LIVE IT began its B Corp journey, formalising our commitment to responsible growth, inclusive access, ethical practice, and long-term impact. That focus shaped how we worked, prioritising community engagement, accessibility, and sustainable partnerships alongside commercial success.

This is our 2025 Scanned: a celebration of the moments, milestones, and magic we helped bring to life.

We rolled out 100+ new features, upgrades, and platform improvements, all focused on helping organisers sell smarter, operate more smoothly, and deliver standout live experiences.

Big Moves in Ticketing & Operations

• Tour Group Bookings launched, unlocking invoicing, arrivals tracking, dedicated reports, and on-the-day box office workflows built for real-world group visits.

• The Box Office levelled up with seated events, inventory warnings, permissions, faster payments, clearer receipts, and smarter search.

• Expanded time slot control, ticket rules, bulk actions, and seating tools gave teams more flexibility with less admin.

Accessibility & Inclusion Built In

• We launched the Nimbus Disability Access Card integration, enabling events to validate access needs quickly, securely, and respectfully. A major step forward in making live events more inclusive by default, not as an afterthought.

• Accessibility checks now work seamlessly across online booking, Box Office, and on-the-day operations, reducing friction for guests while giving organisers confidence.

Data, Reporting & Revenue Clarity

• Enhanced sales reports, dashboards, and BigQuery exports, with clearer handling of payment plans, refunds, fees, footfall, and totals.

• New Promoter Portal tools, CSV exports, and booking calendars put the right insights in the right hands.

• Cost-of-sales rules, accounting codes, and improved Stripe reporting brought real financial transparency.

Trust, Security & Platform Resilience

• Two-factor authentication, rate limiting, organiser email verification, AI-assisted spam detection, content review, and bulk spam controls all shipped.

• Smarter ticket scanning safeguards, scan history, and fraud prevention tools protected both organisers and audiences.

• Cookie consent, Online Safety Act reporting, and compliance improvements strengthened the platform end-to-end.

Better Experiences for Attendees & Teams

• The Customer Portal (Manage My Booking) launched, alongside Refund Cover, auto-renewing memberships, SMS alerts, digital wallets, custom-branded PDF tickets, and accommodation integrations.

• Faster search, clearer confirmations, smoother check-in, and fewer queue headaches, by design.

Every release in 2025 shared one goal: make live events easier to run and better to attend. Powered by real client feedback, real operational needs, and a team that never stopped shipping. 100+ features later, this was LIVE IT at full speed. And we’re just getting started.

2025 was the year customer service became a growth engine.
LIVE IT didn’t just answer questions, we removed friction, built trust, and helped major events sell more:

• 5,000+ events supported

• 5+ million tickets issued

• 60+ countries

• 135+ currencies

• 11 languages

• 24/7 customer support

Service That Drives Sales (Not Just Solves Problems)

Customer service directly supported growth across LIVE IT’s biggest commercial levers:

• Major organisers saw a 12% increase in sales when supported by LIVE IT’s integrated service model

• LIVE IT Social Groups & Planes de pago accounted for 60–70% of sales at major events and festivals

• Achieved 97% Payment Plan completion rate, driven by clear comms, reassurance, and fast issue resolution

Supporting the Platform’s Highest-Value Features

LIVE IT customer service underpinned the platform’s strongest performance metrics:

• 84% membership renewal rate supported by proactive comms and clear renewal journeys

• 40% opt-in rate for organiser marketing, built on trust and transparent messaging

Fast, Human, Always Available

In 2025, LIVE IT resolved:

• 4,318 customer service tickets

• Support was delivered across:

  Email

  Phone

  AI-powered chatbot

  Dedicated customer service portals

  On-site presence during peak periods

The Result?

• Outstanding 4.9★ review ratings at flagship events

• Higher conversion rates

• Reduced on-site pressure

• Stronger public trust

• Repeat visits and long-term loyalty

Marketing That Moved Millions and Built What Lasts

In 2025, LIVE IT didn’t run campaigns. We built engines. Marketing wasn’t about bursts of attention, it was about sustained demand, deep reach, and conversion at scale.

Marketing at Scale

Across major LIVE IT-led campaigns in 2025, our marketing services:

• Delivered tens of millions of impressions across paid, organic, PR and partner channels

• Turned hundreds of thousands of high-intent clicks into live booking journeys

• Achieved double-digit conversion rates across key ticketing flows

• Engaged tens of thousands of schools and community groups across the UK

• Built hundreds of long-term partnerships

• Delivered measurable sales growth

It Works Because It Understands Ticketing

• Campaigns optimised live, reacting instantly to sales, engagement and audience sentiment

• Performance data reshaped creative, messaging and media spend – daily

• Budgets followed what sold, not what was assumed

• Checkout friction was designed out early, before it could cost conversions

• The payoff? Outstanding 4.7★ average public ratings and demand that held strong all season

Partnerships That Compound Year on Year

Marketing in 2025 wasn’t transactional, it was relational:

• Hundreds of partnerships created across education, community, cultural, civic and commercial sectors

• Partner channels delivered trusted reach, repeat attendance and lower acquisition costs

• LIVE IT focused on long-term sustainability, not short-term spikes.

2025 showed what LIVE IT does best. We don’t believe in one-size-fits-all. We build tailored solutions around each client’s goals, combining ticketing, customer service and marketing into a single system designed to grow with them.

In 2025, we strengthened our commitment to responsible growth, long-term partnerships, and doing things the right way. We are focused on learning, improving, and raising the bar every year, for our clients, their audiences, and the live experiences we help bring to life.

A huge thank you to all our clients, friends and partners. We are incredibly grateful for the trust, collaboration and shared ambition that made 2025 possible, and we wish you all a wonderful holiday season and an exciting year ahead!

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