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How Carnival Is Transforming the Journey for Guests
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With nearly 50 percent of the category serviced by its collection of cruise brands, including Costa Cruises, Cunard, Holland America Line, P&O Cruises and Seabourn, Carnival Corporation was looking to leverage its scale to exceed guest expectations more consistently across digital experiences.

Client

Carnival Corporation

Services
Customer Experience & Design
Technology & Engineering
Enterprise Platforms
Industry
Travel & Hospitality

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The Imperative for Change

Individual brands operated, at times, more like separate businesses. So we needed to help connect these brands through shared technology and experience principles while still allowing each brand to express itself uniquely.

The Transformative Solution

We bridged these gaps by introducing a shared digital platform. The platform pools together data, learnings and investment strategies and enables the creation of differentiated online and onboard experiences.

The Business Impact

Carnival transformed not only what they do but how they do it. Economies of scale realized in build, deployment and maintenance enabled the redesign and replatform of multiple brand sites for an engaging booking experience that eliminated long forms, uninspired content and dead ends. Today, more direct bookings are made via brand websites, the most cost-effective booking channels.

In addition, cross-brand analytics implemented across the platform improve business intelligence and spread learnings across brands to bring new guest experiences to market faster.  

Sooho Choi
Sooho Choi
Global Travel & Hospitality Lead

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