Business
‘We’re an antidote’: Boss of Legoland owner on the thrill of theme parks in a world of technology | Theme parks
Artificial intelligence is in the process of upending the business models of companies all over the world, but when it comes to the $100bn (£73bn) global theme park business the thrill of “big metal” rollercoasters is still the biggest draw.
Fiona Eastwood, the boss of the sector’s second biggest operator, Merlin Entertainments, says that in a world dominated by battles over screen time it is real-life experiences that provide families with an “antidote to phones and digital technology”.
“Tech definitely has a role, but you can’t beat the real experience of height, of speed, of big metal and that real life experience – because if you’re not careful technology can be everywhere.”
Eastwood, whose slate of 130 attractions in 22 countries includes nearly a dozen Legolands, Thorpe Park and Alton Towers, recalls abandoning virtual reality headsets on the Galactica ride at Alton Towers after theme park goers didn’t take to the experience.
“What we discovered was that it took people away from being together, they felt on their own, they may as well have been at home,” she says. “Of course technology has a role, but that role has to be not just doing it for gimmick’s sake. We’ve got AI and other tech use cases under way at the moment, but ultimately I’m a strong believer that it’s the real [life] experience that we are delivering.”
Eastwood, who is a board member of the industry body UKHospitality, joined Merlin a decade ago and was made interim chief executive in November, then confirmed in the role in February.
Prior to Merlin, Eastwood spent 18 years at the BBC in marketing, then moved to the commercial arm of the corporation, BBC Studios, where she had responsibility for the Doctor Who franchise.
Competition in the UK and Europe theme park sector is accelerating as Comcast, the US parent company of the Hollywood studio and theme park giant Universal, is building a theme park in Bedford that it aims to open in 2031.
The park, which promises a 115-metre high rollercoaster that would be the tallest in Europe, has received significant support from the government amid a push by Keir Starmer and the chancellor, Rachel Reeves, to kickstart economic growth.
Late last month it emerged that part of the government-agreed support for the project includes £500m of public investment in rail and road infrastructure, part of which will involve a new railway station being built.
Eastwood welcomes the competition but says any “special treatment” for Universal needs to also be considered for other park operators.
“It’s a great opportunity for the overall market,” she says. “With the analogy of ‘a rising tide lifts all boats’, I’m a big fan. The entire theme park market benefits. I think the only thing we need to be careful of is that everyone’s treated fairly in terms of planning permission.
“Planning permission in the UK is not easy. And so we need to make sure that if Universal are given any special treatment, that that special treatment is also given to the entire industry.”
Eastwood has been quick to ring the changes at Merlin, aiming to simplify the sprawling global business to operate more as a single company.
“Merlin has grown up over many years as separate sites which have operated independently,” she says. “The big shift in our operating model was to become one company. For example, in the UK what you don’t want is Alton Towers doing something at the same time as Legoland Windsor.”
This weekend she is in China opening Merlin’s latest attraction, Legoland Shanghai, its first in the world’s second largest theme park market.
The 11th Legoland is being touted by Merlin as its most perfect at launch, with elements such as a 250-room hotel ready to go.
“It’s a big deal for us, it’s been many years in the making,” Eastwood says. “It’s going to be the world’s largest park at opening, it is a massive moment. It’s a real fusion of east and west. We will have 75 rides, lots of [interactive experiences], and it’s on the doorstep of 55 million people that live within a two-hour drive.”
As well as Legoland staples, such as the castle and dragon coaster, the park features attractions with a more specific appeal to local and regional tourists. These include a boat experience based on real-world trips through the water towns of the Yangtze lower delta and a Lego Monkie Kidride inspired by the legend of the Monkey King and his journey to the west.
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Lego is the brand that has underpinned Merlin – the theme park group’s largest investor is a consortium led by the family that controls the block-making empire – and it also operates internationally popular franchises including Madame Tussauds, Sea Life and the “Eye” observation wheels in cities including London.
Merlin – as well as its rivals such as Disney and Universal – face challenges with consumers becoming increasingly picky about what to spend their income on as the cost of living continues to hit household budgets.
Last month, Merlin reported that while visitor numbers increased slightly to 63 million last year, revenues fell 3.2% to £2bn and overall the business reported a pre-tax loss of £492m. This followed a £214m loss in 2023.
Most of the losses over the past two years are attributable to non-cash impairment charges of almost £600m in the value assigned to some of its attractions, reflecting the tough trading conditions and a reassessment of the growth rate of newer parks.
Legoland parks in New York and Korea have been written down by £340m over the past two years, while the 20 Madame Tussauds waxworks sites were subjected to a £163m impairment charge last year.
Merlin, where adjusted profits fell 15% last year to £540m, has responded by upping its marketing budget by £10m to £100m and increasing promotions and discounts.
The company also bolstered its marketing firepower by hiring Craig Inglis, the man who made Christmas ads a cultural phenomenon during his time at John Lewis, and Tui’s global brand and content director, Toby Horry.
As the battle for consumers’ attention in the digital era has reached fever pitch, Merlin has been on a deal-making spree to secure intellectual property crown jewels to exploit at its parks across the world.
Deals have been struck with the rights owners of the global preschool phenomenon Peppa Pig, Sony to exploit the $2bn Hollywood film franchise Jumanji, a $110m deal with the Microsoft-owned global gaming franchise Minecraft and most recently the US media company Paramount for Paw Patrol.
“I’d say our biggest competitor is entertainment in the home, or indeed, increasingly bedrooms, where kids have access to gaming and the internet,” says Eastwood. “What is in our favour is when you look at all the research, increasingly parents of kids aged from six to 12 and beyond actually see the home as a battleground.
“They’re trying to get their kids off screens. We know that what parents value is an opportunity to be together and experience a world outside the house. We’re almost an antidote to the phone and digital technology. What we deliver is that escapism.”
Business
AI video becomes more convincing, rattling creative industry
AI (Artificial Intelligence) letters and robot miniature in this illustration. The creative industry is concerned over the rapid developments in AI-generated videos. REUTERS/Dado Ruvic/Illustration/File Photo
NEW YORK, United States – Gone are the days of six-fingered hands or distorted faces — AI-generated video is becoming increasingly convincing, attracting Hollywood, artists, and advertisers, while shaking the foundations of the creative industry.
To measure the progress of AI video, you need only look at Will Smith eating spaghetti.
Since 2023, this unlikely sequence — entirely fabricated — has become a technological benchmark for the industry.
READ: How investments in reskilling, building trust can help Philippine firms navigate AI era
Two years ago, the actor appeared blurry, his eyes too far apart, his forehead exaggeratedly protruding, his movements jerky, and the spaghetti didn’t even reach his mouth.
The version published a few weeks ago by a user of Google’s Veo 3 platform showed no apparent flaws whatsoever.
“Every week, sometimes every day, a different one comes out that’s even more stunning than the next,” said Elizabeth Strickler, a professor at Georgia State University.
Between Luma Labs’ Dream Machine launched in June 2024, OpenAI’s Sora in December, Runway AI’s Gen-4 in March 2025, and Veo 3 in May, the sector has crossed several milestones in just a few months.
Runway has signed deals with Lionsgate studio and AMC Networks television group.
Lionsgate vice president Michael Burns told New York Magazine about the possibility of using artificial intelligence to generate animated, family-friendly versions from films like the “John Wick” or “Hunger Games” franchises, rather than creating entirely new projects.
“Some use it for storyboarding or previsualization” — steps that come before filming — “others for visual effects or inserts,” said Jamie Umpherson, Runway’s creative director.
Burns gave the example of a script for which Lionsgate has to decide whether to shoot a scene or not.
To help make that decision, they can now create a 10-second clip “with 10,000 soldiers in a snowstorm.”
That kind of pre-visualization would have cost millions before.
In October, the first AI feature film was released — “Where the Robots Grow” — an animated film without anything resembling live action footage.
For Alejandro Matamala Ortiz, Runway’s co-founder, an AI-generated feature film is not the end goal, but a way of demonstrating to a production team that “this is possible.”
‘Resistance everywhere’
Still, some see an opportunity.
In March, startup Staircase Studio made waves by announcing plans to produce seven to eight films per year using AI for less than $500,000 each, while ensuring it would rely on unionized professionals wherever possible.
“The market is there,” said Andrew White, co-founder of small production house Indie Studios.
People “don’t want to talk about how it’s made,” White pointed out. “That’s inside baseball. People want to enjoy the movie because of the movie.”
But White himself refuses to adopt the technology, considering that using AI would compromise his creative process.
Jamie Umpherson argues that AI allows creators to stick closer to their artistic vision than ever before, since it enables unlimited revisions, unlike the traditional system constrained by costs.
“I see resistance everywhere” to this movement, observed Georgia State’s Strickler.
This is particularly true among her students, who are concerned about AI’s massive energy and water consumption as well as the use of original works to train models, not to mention the social impact.
But refusing to accept the shift is “kind of like having a business without having the internet,” she said. “You can try for a little while.”
In 2023, the American actors’ union SAG-AFTRA secured concessions on the use of their image through AI.
Strickler sees AI diminishing Hollywood’s role as the arbiter of creation and taste, instead allowing more artists and creators to reach a significant audience.
Runway’s founders, who are as much trained artists as they are computer scientists, have gained an edge over their AI video rivals in film, television, and advertising.
But they’re already looking further ahead, considering expansion into augmented reality and virtual reality — for example creating a metaverse where films could be shot.
“The most exciting applications aren’t necessarily the ones that we have in mind,” said Umpherson. “The ultimate goal is to see what artists do with technology.”
Business
Three ways you can make AI generate business leads for you
For quite a while now, people within the business community have been talking about how AI continues to improve task efficiency and streamline operations, but few are truly exploring how this new era is affecting new business lead generation.
Since opening Agent99’s doors 18 years ago, part of my new business strategy has simply been to ask people how they found us. The majority of our leads come through referrals, followed by Google. However, just last week, I was on two new business calls and when I asked both prospects how they came across Agent99, they gave the same surprising response: “by asking ChatGPT”.
Where consumers and clients once relied on Google for recommendations, be it agencies, restaurants, dry cleaners, or anything in between, that’s no longer the default.
Today, people are entering these same queries into AI tools and expecting real-time, curated answers based on a mix of web data, reviews, and sentiment. And this shift has caught many business owners off guard. A high Google ranking no longer guarantees your business will be visible or recommended through AI platforms. All that work on your SEO strategy? It’s no longer the only game in town.
This was a light bulb moment for me as a business owner. If you’re not thinking about how you rank on AI platforms and prioritising this, you’re losing new business opportunities.
When I took a deeper look at why we were ranking so well on ChatGPT, and how this new kind of ‘search engine’ prioritises content, I realised (after some thorough research) that it’s because we’ve consistently focussed on our own PR (ie third party credible endorsement), winning awards, garnering reviews from our clients, and reporting on our marketing campaigns on our own website blog and social pages. This is what AI platforms prioritise when making recommendations.
So, if you’ve noticed a dip in leads lately or you simply want to boost your company’s visibility in the AI space, here are three strategies I strongly recommend.
Make your SEO plan AI-friendly
It’s no longer enough to optimise your company website for Google alone. Instead of short, Boolean-style search queries, people are now asking long-form, conversational questions. And in response, tools like ChatGPT are generating concise, curated answers drawn from a wide range of sources — with a clear preference for natural, human-sounding language.
It might seem ironic that AI prefers human content, but it’s the new reality.
To match this, we recommend rewriting key pages on your website, starting with your ‘About’, ‘Services’ and ‘Home’ pages, using language that mirrors how real people would ask for your services in everyday conversation.
For example, instead of writing: “We deliver integrated management solutions,” try: “We help Australian businesses develop management strategies that support sustainable growth”.
If relevant, start a blog that directly answers the kinds of questions people might be asking ChatGPT, and think carefully about how they’re asking them. Once you’ve mapped out your content strategy, commit to publishing consistently. AI platforms favour businesses that post regularly and demonstrate long-term authority in their field.
Prioritise earned media and content
AI tools place more weight on what others say about your business than what you say about yourself. So, while your website content is important, the next priority is securing earned media coverage. This includes article mentions in credible publications and thought leadership content in niche outlets relevant to your industry.
While the media landscape has evolved, organic coverage on high-authority platforms still carries serious influence. That includes local business media, trade publications, and long-form podcasts — especially those with strong digital footprints. A single mention in a well-respected outlet often holds more weight than a dozen paid ads in the eyes of AI.
You should also be submitting your business for awards, rankings, and “Best of” lists. Third-party recognition like “Top PR Agencies in Australia” or “Best Accountants in Melbourne” dramatically increases your chances of being recommended by AI tools for those search terms.
Lastly, make sure you’re actively collecting client testimonials and online reviews. Reach out to past and current clients and ask for a testimonial you can publish. Genuine, positive sentiment from others boosts your ranking and trust level within AI results.
Show up where conversations are happening
A lesser-known — but highly effective — way to improve your AI visibility is by showing up where your audience is already talking. Think Reddit, Quora, LinkedIn comments, Facebook groups, and even the comment sections of popular blogs or YouTube videos. AI tools are constantly crawling and learning from these conversations, and businesses that participate meaningfully often see a lift in visibility.
Start by choosing two or three platforms where your target audience is most active. If you’re B2B, this might be LinkedIn or industry forums. If you’re more consumer-facing, Reddit, TikTok, or Facebook might be the place. Jump in, answer questions, share your perspective, and most importantly, offer value.
When your brand is mentioned organically or involved in high-engagement threads, it sends strong signals to AI tools. Over time, this can help position your business as a credible authority in your space.
Also, respond to users who tag or mention your brand on social platforms. Engaging with user-generated content builds trust, encourages loyalty, and creates digital breadcrumbs that prove your relevance and responsiveness — two factors that AI prioritises more than ever.
AI isn’t just a trend; it’s a fundamental shift in how consumers discover and choose businesses.
Rather than fearing this new giant in the room, lean in. By understanding how AI platforms work and proactively shaping your digital footprint, you’ll improve your ability to attract quality leads, earn recommendations, and strengthen your brand presence in what’s becoming an increasingly competitive and complex market.
Business
Maternity brand Seraphine worn by Kate enters administration
The maternity fashion retailer Seraphine, whose clothes were worn by the Princess of Wales during her three pregnancies, has ceased trading and entered administration.
Consultancy firm Interpath confirmed to the BBC on Monday that it had been appointed as administrators by the company and that the “majority” of its 95 staff had been made redundant.
It said the brand had experienced “trading challenges” in recent times with sales being hit by “fragile consumer confidence”.
The fashion retailer was founded in 2002, but perhaps hit its peak when Catherine wore its maternity clothes on several occasions, leading to items quickly selling out.
Prior to the confirmation that administrators had been appointed, which was first reported by the Financial Times, Seraphine’s website was offering discounts on items as big as 60%. Its site now appears to be inaccessible to shoppers.
The main job of administration is to save the company, and administrators will try to rescue it by selling it, or parts of it. If that is not possible it will be closed down and all its saleable assets sold.
Will Wright, UK chief executive of Interpath, said economic challenges such as “rising costs and brittle consumer confidence” had proved “too challenging to overcome” for Seraphine.
Interpath said options are now being explored for the business and its assets, including the Seraphine brand.
The retailer’s flagship store was in Kensington High Street, London, but other well-known shops, such as John Lewis and Next, also stocked its goods.
The rise in popularity of Seraphine, driven in part by Royalty wearing its clothes, led to the company listing on the London Stock Exchange in 2021, before being taking back into private ownership in 2023.
Interpath said in April this year, the company “relaunched its brand identity, with a renewed focus on form, function and fit”.
“However, with pressure on cashflow continuing to mount, the directors of the business sought to undertake an accelerated review of their investment options, including exploring options for sale and refinance,” a statement said.
“Sadly, with no solvent options available, the directors then took the difficult decision to file for the appointment of administrators.”
Staff made redundant as a result of the company’s downfall are to be supported making claims to the redundancy payments service, Interpath added.
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