Christine Esteve, Carnival Cruise Line’s vice president of ecommerce, wants to raise the company’s already powerful digital customer experience to another level. As a result, Carnival Cruise Line, the world’s largest cruise operator, appointed SapientNitro, part of Publicis.Sapient, as the cruise line’s lead digital experience agency.
The multi-year agreement will focus on the development and execution of the company’s digital strategy and digital transformation efforts.
According to the agreement, SapientNitro will help Carnival develop and execute its overarching ecommerce strategy, from planning to booking. SapientNitro also will support digital creative, content, analytics, search engine optimization, and email marketing–all of which will provide a cohesive digital experience for the customer.
“Carnival already has a strong web presence–we get over a hundred million visits to carnival.com each year−but with more and more consumers accessing our sites across multiple devices, such as smart phones, tablets, etc., we want our customers to have a seamless experience across all devices,” Esteve told Loyalty360. “Our goal is to drive smarter interactions with customers who are visiting carnival.com by presenting them with a more tailored experience based on their behavior. SapientNitro will be a valuable partner as we pursue data-driven marketing initiatives to deliver more personalized content that inspires our customers to take action.”
Esteve explained that consumers today are very savvy and, not only have come to expect a robust website complete with all the information they need to research their vacation options, but a customized experience that is specific to their needs and preferences, regardless of how they are accessing the site.
“Carnival offers a unique vacation experience with so many fun and exciting on-board features and we know once they get on board, they are likely to become loyal Carnival customers,” Esteve added. “Our digital marketing efforts and personalized online experience are excellent tools for enticing them to sail with us and make it an easy choice to come back again.”