Conviva
For Disney Leadership
The Complete Guest Experience

Disney delivers the magic.
Together, we can see all of it.

One family. One day. Six experiences. This is the future of the Disney guest journey — and how we get there.

Vision Deck for Disney Leadership
Opening · Today vs. The Future

Today vs. The Future

Streaming is where Disney and Conviva started. Here's what we measure together today — and where the guest journey continues.

Streaming Devices
238
Across Disney+, ESPN, Hulu + 18 more brands
Streaming Brands
21
Disney streaming properties globally
Ad Sensor Devices
150
Ad measurement across 12 Disney brands
Surfaces Ahead
4 Domains
Parks, hotels, cruises, AI agents

What We Measure Today, Together

Disney × Conviva, live at global scale
✅
Streaming devices238
Streaming brands21
Ad Sensor devices150
Ad Sensor brands12
The Foundation

Every stream, every ad, every device — muscle memory for what comes next.

Where the Journey Continues

The surfaces beyond streaming
🎯
Hotels, parks, cruises — webReady to measure
Hotels, parks, cruises — mobileReady to measure
Customer-facing AI agentsReady to measure
Internal AI agentsReady to measure
Cross-property guest identityUnified view
The Rest of the Movie

Where guests decide, delight, and return. Same discipline, extended.

Conviva Intelligence Layers for Disney
Streaming Experience Intelligence
Video + ad quality across every screen
Deployed today
App Experience Intelligence
Portal performance across every surface
The Future
The Vision

A guest's day starts on the couch and ends on a ride. In between, they touch a dozen Disney surfaces.

Streaming. Ads. Web. Mobile. Agents. Apps. In-park. Every one shapes whether they book, return, and tell someone. This deck imagines the same discipline we already bring to streaming — applied to the rest of the journey.

Vision Deck for Disney Leadership
01 · A Day With the Rivera Family  ·  02 · The Conviva Layer

Six Experiences, One Household

The Rivera family — Miguel, Sofia, and their seven-year-old — take Disney across six moments today, from four different devices in one home. Two are measured. Four are the next chapter.

One Household · Unified by HHID
📺
EXPERIENCE 1
The Stream
Avatar on Disney+, family on the couch
Family · TV
📱
EXPERIENCE 2
The Offer
Ad tapped · in-app engagement not yet measured
Miguel · Phone
🌐
EXPERIENCE 3
The Booking
Web + mobile booking flow
Sofia · Laptop
💬
EXPERIENCE 4
The Agent
AI chat with full context
Miguel · Laptop
🏨
EXPERIENCE 5
The Arrival
Personalized parks app welcome
Miguel · Phone
🎢
EXPERIENCE 6
The Payoff
In-park, ride, safari, magic
Family · Parks app
Measured today Partially measured The next chapter of visibility
The Conviva Layer

One platform. Five steps. Raw activity in, business outcomes out.

01
Capture
Live activity from every guest surface
→
02
Discover
Context Graph, living state per guest
→
03
Organize
Business meaning, cohorts, journey stage
→
04
Action
Conviva app, MCP, APIs, existing tools
→
05
Measure
Bookings, watch time, loyalty, satisfaction
HHID

Household ID

Anonymous cross-device identity. Weighs shared-IP, time, device, location, content signals — not just IP. IP alone 0.66 F1 → all signals 0.95 F1

🧠

The Context Graph

Four hard problems at once — stateful, scale, dimensionality, speed. Most tools do one or two.

⚡

Live Stateful Engine

A running profile per guest — intent, journey stage, momentum, friction, returning behavior.

🔗

Cross-Surface Identity

The guest who watched the ad is the guest who booked is the guest who greeted the safari. One unified view.

🎯

Outcomes, Not Dashboards

Bookings, watch time, ancillary revenue, loyalty, satisfaction. Every experience feeds an outcome.

A Day With the Rivera Family
Experience 1 of 6 · The Stream
The Stream
Experience 1 · Measured today
✓ Measured today

The Stream

0:00 – 0:10
"It starts with a story. A family, a screen, and thirty seconds of Pandora."

Living room, evening. Family watching Avatar on Disney+. An ad rolls: Animal Kingdom, Pandora at night. Dad grabs the remote and taps "Open offer in app."

Why Conviva measures this surface
Streaming quality is the difference between "Disney+ is magical" and "Disney+ buffered again." Every 100ms of rebuffering costs engagement. Conviva measures playback quality, ad delivery, and viewer engagement on every Disney streaming device worldwide.
A Day With the Rivera Family
Experience 2 of 6 · The Offer
The Offer
Experience 2 · Ad measured · App is next
✓ Ad measured today → App engagement is next

The Offer

0:10 – 0:20
"One tap, and the story leaves the screen."

Dad's phone. Disney+ app shows the offer: 4 nights at Animal Kingdom Villas. Express Pass to Flight of Passage. He smiles, taps it.

Where we are · Where we're going
Ad Sensor already measures whether the ad rendered, whether it was viewable, whether it drove the tap. What we don't yet see: what happens inside the app after dad taps — did the deep link land cleanly, did the offer render, did he engage with it, or did friction lose him before he ever reached the booking. Closing that gap is the difference between "the ad converted" and "the ad drove a real guest."
A Day With the Rivera Family
Experience 3 of 6 · The Booking
The Booking
Experience 3 · The next chapter
→ The next chapter of visibility

The Booking

0:20 – 0:26
"The booking begins. Dates chosen. Room selected. Kids restless."

The Kilimanjaro Lodge site opens on the family laptop. Mom scans the calendar. Dad clicks room types. Every second matters — and every drop-off is invisible today.

Why Conviva should measure this surface
Hotel booking abandonment runs 60-80% industry-wide. Without measurement, it's impossible to tell if guests are leaving because of page speed, confusing UI, or a broken calendar. Conviva connects the ad that sparked the intent to the booking session that fulfilled it — or lost it — so Disney can fix the friction before it becomes a lost revenue pattern.
A Day With the Rivera Family
Experience 4 of 6 · The Agent
The Agent
Experience 4 · The next chapter
→ The next chapter of visibility

The Agent

0:26 – 0:36
"A question. An answer with full context. No waiting, no repeating."

The son tugs Dad's sleeve: is the safari open? Dad opens the chat. The agent responds instantly: "Great news, Miguel! Kilimanjaro Safaris is open every day of your stay, and it's already included in your Animal Kingdom passes."

Why Conviva should measure this surface
The AI agent is Disney's new front line. If it hallucinates, dodges, or frustrates, the guest walks. Conviva Agent Analytics captures the three blindspots traditional observability misses: intent (what the guest wanted), sentiment (how it felt), and outcome (whether it worked). Builders have telemetry — Conviva gives them experience intelligence.
A Day With the Rivera Family
Experience 5 of 6 · The Arrival
The Arrival
Experience 5 · The next chapter
→ The next chapter of visibility

The Arrival

0:36 – 0:44
"And when they arrive, the magic already knows them."

Family walks into the resort lobby, son bouncing. Dad opens the Parks app: "Welcome, Rivera family. Your room is ready. Your Flight of Passage and Safari passes are waiting."

Why Conviva should measure this surface
The Parks app is Disney's digital concierge. If it doesn't recognize the guest, the magic breaks. Cross-property identity lets the app remember that this family just booked, that they have kids, that Flight of Passage matters to them — and greet them accordingly. Every prior touchpoint informs this moment; every moment here informs the next.
A Day With the Rivera Family
Experience 6 of 6 · The Payoff
The Payoff
Experience 6 · The next chapter
→ The next chapter of visibility

The Payoff

0:44 – 0:60
"Every moment, connected. Every touchpoint, flawless."

Quick cuts. Express Pass scans clean at Flight of Passage. The son's face lights up. Giraffes on the safari. Ride photo lands in the app instantly. Family laughing.

Why Conviva should measure this surface
The in-park experience generates the memories that drive the next booking. Measuring app performance in the actual park — thousands of concurrent guests, spotty connectivity, ride-photo delivery, wait-time accuracy — is a different problem than measuring it in a lab. This is the same discipline Conviva already brings to live streaming at scale.
Disney × Conviva · The Complete Guest Experience

"Disney delivers the magic.
Together, we can see all of it."

Streaming is where we started. The complete guest experience is where we go next.

Prepared for Disney Leadership
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