Carnival UK


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.


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.


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.

By: Joyce Esser

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