Carnival Set to Transform Cruise Customer Experience

A memorable customer experience is crucial for any brand every day of the week. For Carnival Corporation, providing a memorable cruise customer experience is absolutely vital to the company’s success now and in the future.

With a large assist from Accenture, Carnival Corp. is on its way to transforming its customer experience.
Carnival recently unveiled a new interactive guest experience platform at The Consumer Electronics Show (CES) 2017, something that is aimed at delivering an unprecedented level of guest service and personalization.
Designed to elevate guest service and personalization for millions of vacationers, Carnival Corporation’s new platform revolves around an innovative wearable called the Ocean Medallion, a digital experience portal called the Ocean Compass, and an Internet of Things (IoT) network – which, combined, will help guests get the most out of their vacations.

Accenture developed the technology platform through a variety of advanced capabilities, including streaming analytics, contextual awareness, and machine learning. What’s more, Accenture will assist Carnival Corporation through a new capability called Experience Genomics, which will enable Carnival to provide each guest with the best possible vacation experience by anticipating guest preferences.

“Carnival is transforming how guests enjoy their cruise vacations by anticipating a guest’s needs, wants and desires throughout their journey and acting on them,” said Michael Jungen, Carnival SVP, Global Experience & Innovation Design and Technology. “Leveraging Accenture’s experience and expertise in developing innovative technologies will enable us to empower our crew members to provide Carnival guests with a more personalized and enjoyable experience.”

Beau Williamson, a managing director in Accenture’s Travel Services practice, added that with its advanced technology platform, Carnival can now offer each guest their own personal digital concierge that knows what they like and can customize their experiences to cater to their individual preferences.

“Crew members will be empowered to personalize their engagement with each guest based on individual preferences, thus delivering the level of customer service typically reserved for only high-end guests,” Williamson added.

To develop the platform, Accenture will team with other world-class technology and creative organizations; Fjord, Accenture Interactive’s design and innovation unit, is providing primary design support to the crew interface component – the “Crew Compass.” By incorporating the crew interface with the guest experience design, Carnival will be able to ensure that the right crew is available at the right place and at the right time to provide the most relevant guest service.
 
The new guest experience platform will debut in late 2017 on the Regal Princess ship of the company’s Princess Cruises brand. The platform will then be rolled out to the Royal Princess and Caribbean Princess ships in 2018 and to the rest of the Princess Cruises fleet over multiple years.

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