Introducing Customer Manager: know your members better, resolve issues faster

Today's brands are capturing customer data across dozens of touchpoints—in-person purchases, digital engagement, ticket scans, reward redemptions, and more. But having the data isn't the problem. The problem is making sense of it all in one place, quickly enough to actually act on it when a customer needs help.

Customer Manager is LAVA's answer to that challenge: a centralized member management tool that brings together a complete view of your customers and gives your team the tools to act on it, right from within the platform.

Everything you need to know about a member in one place

Customer Manager brings together the full picture of every member into a single unified profile. You can look up any member by name, email, phone number, or ticketing ID and immediately access:

• Profile details and preferences

• Reward and offer history

• Transaction and reward redemption history

• Points and stored value balances

• Member tier (if applicable)

• AI-powered insights (currently available for NBA, NFL, and NHL clients)

No more toggling between systems. No more waiting on someone else to pull the data you need.

See it. Fix it. Move on.

Customer Manager isn't just a read-only dashboard—it adds real operational capabilities so your team can act instantly. Directly from a member's profile, you can:

• Resend a lost wallet pass so a fan isn't stuck waiting

• Grant an ad hoc reward to quickly restore customer satisfaction

• Adjust or transfer balances between accounts

• Review transactions to assess disputes or queries

• Confirm reward balances in real time

• Update profile details, including tier and preferences

AI-powered renewal insights that go beyond the score

For NBA, NFL, and NHL clients, Customer Manager also surfaces LAVA's Season Ticket Member Renewal Probability Score, an AI-powered model that predicts which season ticket holders are at risk of not renewing.

What makes it different? LAVA's model doesn't just look at ticketing data. It layers in point-of-sale behavior, reward redemptions, game-day arrival patterns, resale activity, and digital engagement to build a far richer picture. The result is a model that delivers the most accurate and actionable prediction, validated against multiple years of ticket purchase data and renewals. The model has a 0.91 ROC score, significantly above the industry average of 0.7–0.8.

With these insights, your team can identify at-risk members early, understand why they're at risk (not just that they are), segment by renewal probability, and trigger targeted retention actions before the renewal window even opens.

The bottom line

When your team can see the full picture and act on it immediately, every member interaction becomes a better experience. Get complete visibility, real-time action, and AI-powered insights—all in one place.

Ready to see Customer Manager in action? Request a demo to see how your team can resolve issues faster and retain more members.

If you're an existing LAVA customer, your system admin can grant Customer Manager access through User Management settings.

Lava.ai announces integration with Adobe to transform customer engagement

Lava.ai’s go-to-market motion integrates LAVA's customer activation platform with Adobe Experience Platform and applications, including Adobe Journey Optimizer—enabling a tighter integration between the tools Adobe customers already use and the real-time engagement capabilities LAVA delivers.

Lava.ai, the sports and entertainment industry's leading real-time customer activation and membership management platform, today announced a new integration with Adobe—one of the world's foremost customer experience orchestration companies. The partnership marks an exciting milestone in the evolution of data-driven customer loyalty and signals a new chapter in how brands across sports, entertainment, hospitality, and more will engage their audiences at scale.

An integration built for scale

Over the course of 2025, Lava.ai developed coordinated programming and messaging frameworks, along with a set of custom solution packages with Adobe for initial client engagements.

Those early partnerships included three marquee customers—two professional sports league clients and the Sacramento Kings of the NBA—all three leveraging LAVA and Adobe capabilities together to deepen customer relationships, increase revenue, and drive retention. 

LAVA is now integrated and available together with Adobe products

For existing Adobe and LAVA customers and new organizations alike, this integration brings together Adobe's industry-leading customer experience orchestration capabilities with LAVA's real-time membership and activation capabilities—creating a powerful, connected stack for customer engagement.

Seamless product experience: LAVA + Adobe Experience Platform

In parallel with the commercial partnership, LAVA has been developing native integrations between LAVA and Adobe Experience Platform and Adobe Journey Optimizer in collaboration with Adobe, launching and deploying a Source Connector recently, with more capabilities coming soon. These integrations are designed to create a more automated and seamless product experience for joint clients, enabling real-time audience data to flow between platforms, reducing manual configuration, and accelerating time-to-value for organizations deploying membership and customer engagement programs. 

LAVA at Adobe Summit 2026

LAVA is at Adobe Summit 2026 (April 20–22) this week in Las Vegas. LAVA COO Dave Landa joined the NFL's Chi Ogbuehi and Verticurl's Roman Ogarok on stage to discuss how sports organizations are taking real-time personalization further—building fully connected fan ecosystems powered by unified data and AI.

"The convergence of AI-powered personalization and connected digital and in-person experiences is the next frontier for fan engagement. This partnership gives sports and entertainment organizations the platform to lead, not follow." — Dave Landa, COO, Lava.ai

Ready for more?

Interested in learning how the Adobe + LAVA partnership can help your organization deepen customer relationships, modernize your membership infrastructure, and leverage AI responsibly? Contact us—we'd love to connect.

LAVA is SOC 2 compliant—here's what that means for you

At LAVA, we work with some of the biggest brands in sports, entertainment, and hospitality, and with that comes a responsibility to protect the data our customers trust us with.

We're proud to announce that LAVA has successfully completed its SOC 2 Type II audit.

What this means for our customers

SOC 2 is a widely recognized security framework established by the American Institute of Certified Public Accountants (AICPA). A Type II certification goes a step further than Type I—rather than evaluating controls at a single point in time, it confirms that LAVA's security practices were tested and proven effective over an extended period.

In short: it's not just that we have the right safeguards in place. It's that they work consistently.

"Our customers trust us with their data, and that's a responsibility we take seriously,” says Wen Miao, CEO of LAVA. “Completing our SOC 2 audit is the result of deliberate investment in how we build, operate, and scale LAVA and reflects our commitment to providing the most secure environment possible for our clients’ most valuable assets - data."

What's next

Security and compliance aren't one-time milestones. We'll continue investing in the processes, infrastructure, and certifications that keep our customers' data protected as LAVA scales.

Questions about our security practices? Contact us.