User journeys and interactive participation at virtual events

This thesis aims to gain an understanding and evaluate event journey creation, participant interactivity, and success measuring at virtual events at Case company X. The usage of virtual events increased fast when the covid-19 pandemic forced events online. With Case company X all events were moved online in early 2020, and therefore a deeper review of the previously mentioned subjects and features utilized in virtual event planning at the experienced event provider organization is seen as relevant. The research is conducted with qualitative research method, the thesis created with the help of relevant literature and interviews. The theory section is built with two main subjects, the first one being a broader overview on different building blocks of planning and executing virtual events, and the second one a deeper insight to service management terms and tools related to customer journey mapping. The results present the findings from the conducted individual interviews, respondents being two executive producers from the case company. The respondents gave their views on the questions asked and explained how they experienced the subjects asked during the interviews. Limitations occurred because of the complex subject with many research objects, which encouraged future research with a narrower scope, and/or quantitative research method. The findings of this research are shared with the case company to determine possible future research within the company