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Carnival UK

Carnival UK

Re-framing the cruise journey

THE CHALLENGE:

Carnival UK needed to make sure its two biggest brands, Cunard and P&O Cruises, were delivering a market-leading customer experience to help them stand out in the rapidly evolving cruise category and appeal to a new generation of cruisers.

WHAT WE DID:

Reframing their cruise-centric view of the world through a broader holiday lens, allowed us to identify what would set Cunard and P&O Cruises ahead of the wider market and bring in the next generation.

THE RESULT:

Immersing ourselves in the world of cruising and beyond, and speaking to cruisers around the world, enabled us to create an end-to-end holiday customer journey framework, with a common language for the business. Against this, we then developed brand-specific customer experience principles & signature moments, to create an enduring shift in the customer experience.

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By: Joyce Esser

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